Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Dan’s tips are both actionable and profitable ways to improve CX. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement? I don’t know of any exception.

Employee Engagement 29

Employee Engagement Engagement Customer Centricity Culture 29

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. Engage with Your Audience: Build strong relationships with your audience through active engagement.

Brands 378

Brands Management Multi-Channel Social Media 378

Comm100

DECEMBER 8, 2020

They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level. These chatbots are known for improving customer satisfaction.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Culture 26

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center.

Contact Center 130

Contact Center Self Service Analytics Banking 130

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 16) have a legal team that spends more than 1% of their time battling ex-employees.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. By engaging with those who use your products or services, you gain unparalleled access to the truth about your brand’s perception and the experience you deliver. Take The Lead!

NPS 260

NPS Customer Centricity Tips Automotive 260

Customer Bliss

NOVEMBER 9, 2017

There’s a continuing focus on brands improving customer experience to lead customer-driven growth. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. CX labs help your audience engage with your brand & gain customer insights Click To Tweet.

Trends 204

Trends Customer Experience Customer Insights Customers 204

ShepHyken

FEBRUARY 9, 2018

What is the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service. Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too.

Customer Service Training 153

Customer Service Training Training Brands Customer Service 153

Customer Bliss

DECEMBER 16, 2020

Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . During this time, you have to be relevant and unite your organization to improve your customer’s lives. Be Honest with Your Employees. Jeanne Bliss (@JeanneBliss) December 13, 2020.

Leadership 305

Leadership Customer Experience Survey Tips 305

Happy or Not

APRIL 23, 2018

The post The Search for HR’s Holy Grail: Increasing Employee Engagement and Improving Performance appeared first on HappyOrNot. Each year, nearly four billion passengers travel through airports worldwide, and whether your vacation destination is domestic or international, the time to start booking is now.

Employee Engagement 57

Employee Engagement Engagement Travel Tips 57

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. I hope these blogging tips will help you, too. One particularly pertinent commenter requested a “part 2″ to a blog.

Tips 110

Tips Social Media Leadership Exercises 110

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. Customer Insights/Measurement/Analytics.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

GetFeedback

AUGUST 14, 2019

Doesn’t seem very impressive as improvements go for a 25-year span. The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Let’s look at several ways to improve your Customer Satisfaction Score (CSAT). Focus on the employee experience. Engage employees.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ShepHyken

FEBRUARY 22, 2019

Whenever I am trying to find something in the store and ask employees for help, they walk me to the item I am searching for rather than sending me on my own scavenger hunt as other grocery stores do. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken.

Hotels 108

Hotels B2C Loyalty B2B 108

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Live chat gives credit unions an accessible and frictionless path to engage with potential members. Read more: How to Improve Credit Union Member Engagement.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

Comm100

MARCH 9, 2022

Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. Improve financial literacy. Personalize support with an omnichannel engagement platform.

Strategy 177

Strategy Omni-Channel e-support Financial 177

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Is It Worth Training Employees If They’re Going To Leave Anyway? I’m sure you’ve heard this all before.

Training 130

Training Resources Course Loyalty 130

ShepHyken

OCTOBER 26, 2018

An organization is only as good as its worst employee and their management of the customer experience – that day I got the worst of both. In my eyes, the hotel blew it on a number of fronts and had no desire to improve their guest experience. Stars, diamonds, and ratings don’t make an organization, people do.

Hotels 111

Hotels Hospitality Guest Experience Leadership 111

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

NOVEMBER 9, 2018

While maintaining CRM data accuracy can be time-consuming, a dedicated virtual web assistant can provide your customer information is always kept up to date, making it easier to track interactions over time and improve your overall engagement strategy. Email and Phone Support. Task Management. Calendar Scheduling.

Company 95

Company CRM e-support Resources 95

ShepHyken

SEPTEMBER 27, 2019

70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? More importantly, companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue. (? Engaged employees to the rescue.

Customer Experience 114

Customer Experience Loyalty Engagement Customers 114

Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Uniphore

JUNE 9, 2021

In the contact center, the leading driver of improvements has been automation. Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Unleash and Unburden Your Employees.

Engagement 246

Engagement Contact Center How To Metrics 246

Comm100

OCTOBER 10, 2022

However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Improving quality of support.

Chatbots 202

Chatbots Self Service Examples Industry 202

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

JULY 4, 2019

I offer these five customer retention strategy value blog posts for your reading pleasure. Enjoy reading these blog posts on customer retention strategy value. Let’s work on improving your story, and your value, so you are better able to acquire, serve and retain your ideal clients. Subscribe to my blog.

Customer Retention 59

Customer Retention Strategy Customers Technology 59

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Scope of Improvement. The support platform reduces the cost of operations and increases employee engagement. Complaints are opportunities to show how good you can be. Shep Hyken.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

MARCH 10, 2024

Is Customer Empowerment the New Customer Engagement? by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. For [customer support and marketing] employees, the main benefit is operational efficiency.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

ShepHyken

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. Games are an exciting way to improve communication skills and simultaneously ? improve team cohesion ?. Here are seven games your team can play to improve communication skills. Hugh Beaulac, ? MC2 Bid4Papers ?.

Communication 87

Communication Training Groups Tips 87

ShepHyken

JANUARY 4, 2019

For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. The ideal onboarding module helps a new recruit get inducted into their team and continues to exist until the employee has fully eased into their role in the organization.

Customer Service Training 79

Customer Service Training Training Customer Service How To 79

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. Goal: Improve Agent Satisfaction. They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. Task: Remove one “no” from your vocabulary. It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95