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. On her blog, Denise shares insights and case studies from big brands.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

InMoment XI

MARCH 20, 2024

In this blog we break down the key components which remain the driving force behind their banking revolution! The collaborative effort aimed to redefine their insight strategy by incorporating competitive benchmarking, relationship surveys, and touchpoint surveys to understand customer “moments of truth.”

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

InMoment XI

SEPTEMBER 14, 2023

A well-managed reputation not only fosters consumer trust but also encourages positive word-of-mouth marketing , which can be a powerful driver for brand success in today’s competitive market. Information, both positive and negative, spreads like wildfire. Reviews and feedback are instrumental in shaping public perception.

Brands 260

Brands Management Social Media Effort Score 260

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences improve brand reputation.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Comm100

APRIL 2, 2024

A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

InMoment XI

SEPTEMBER 27, 2023

In this blog, we will delve specifically into the UK insurance industry. As we break down the findings from the report, we unveil the strategies used by top CX leaders to achieve a high net promoter score and gain customer loyalty. So, what sets NFU Mutual apart and positions them at the forefront of the industry?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. But, that data is necessary to guide strategy.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

Comm100

DECEMBER 14, 2022

A live chat feature powered by a chatbot that understands natural language can build more positive customer experiences. Create workflows to prompt users to leave a review after they share positive feedback, or take remedial steps if they’ve had a less than satisfactory experience.

Customer Experience 130

Customer Experience Self Service Chatbots How To 130

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Aggregated “toolkits” of paired blog posts, webinars, and ebooks.

Customer Service 82

Customer Service eBook Leadership Resources 82

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Adopt these strategies to transform your customer service into a more dynamic, efficient, and customer-centric component of your business.

How To 130

How To Chatbots Omni-Channel Social Media 130

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. If your brands are lacking strong positive growth, they are probably missing that insight that will make them powerhouses.

Customer Centricity 226

Customer Centricity Course Brands Innovation 226

ShepHyken

FEBRUARY 9, 2018

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. Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable.

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

ShepHyken

APRIL 5, 2019

Imagine searching for a unified communication strategy online and meeting a professional who can make a specific recommendation on the tools and packages that your business needs. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. Personalizing the Customer Experience.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. It’s not just about fixing problems when they pop up; it’s more about actively building a positive image for your company. Explore more on this in our detailed blog about real estate reputation management. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 188

Government Communication Self Service Chatbots 188

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Positive recommendations are extremely valuable, helping businesses to grow.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

JANUARY 11, 2019

Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. Positive feedback can also be used in a meaningful way. Coming up with a closing the loop strategy.

Examples 92

Examples Feedback Strategy NPS 92

BirdEye

NOVEMBER 21, 2023

Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results. This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing.

Marketing 111

Marketing Social Media Advertising Tips 111

Comm100

SEPTEMBER 12, 2023

Recruitment strategies : Create campaigns tailored to engage with more potential students and increase applications. Continuous assessment : Regularly review and adjust strategies based on data and changing circumstances. Develop strategies : Based on your goals, create specific strategies to address them.

Management 156

Management Financial Resources Strategy 156

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. The insights that stem from this data will help make every interaction a positive one.

Customer Experience 106

Customer Experience How To Roadmap Analysis 106

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. Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. Plan to work on turning the complaints into positive relations.

Poor Customer Service 108

Poor Customer Service Advertising B2B Policies 108

ShepHyken

AUGUST 23, 2019

It’s very important to respond to your customers’ needs through different channels, but it’s useless if you don’t have a strategy to coordinate and organize those interactions. Time is a key factor for ensuring a positive user experience with your brand. And this is not entirely wrong. Fast response. Conclusion.

Omni-Channel 108

Omni-Channel Customer Service Self Service Social Media 108

ShepHyken

NOVEMBER 9, 2018

If you’re not familiar with the concept of using a virtual web assistant, consider how beneficial it would be to pass on busy assignments and day-to-day process to an experienced personal assistant, while you concentrate on higher-level department strategies and development. Email and Phone Support. Order Processing.

Company 94

Company CRM e-support Resources 94

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. Do Our Professional Labels create Positive Customer Experiences? First, read and re-read this blog post. Book a 40-minute strategy appointment with me. Subscribe to my blog. is available on Amazon.com.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

Uniphore

JANUARY 4, 2022

Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Find out about the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s modern enterprise.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

ShepHyken

MAY 24, 2019

This means it may heavily favor those that have had either very positive or very negative experiences, as well as certain demographics, like retirees, who tend to have a little more time on their hands to respond. Gaetano leverages a unique hybrid of expertise in both SEO & Content Strategy to win business results.

Survey 104

Survey Customer Service Effort Score Infographics 104

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. appeared first on Shep Hyken.

Software 113

Software Strategy Company Customer Experience 113

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. In this article, Acquire shares their top five tried-and-tested strategies to help reduce churn and iron out your customer experience. We believe Customer Success is positioned to have a banner year in 2021 as they leave the pandemic stronger than before.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

CSM Magazine

APRIL 11, 2024

When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. These materials will demonstrate your preparedness and professionalism, setting a positive tone for the talks. Maintain a positive and respectful tone throughout the negotiation process.

Strategy 52

Strategy Social Media Video Transportation 52

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. Sales By addressing customer queries and concerns in real-time, live chat can positively influence purchasing decisions, leading to increased sales and conversion rates.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Here are a few things that you need to keep in mind as you reinvent your strategies to keep up with the consumers. Customers are connected.

Consumers 95

Consumers Technology Chief Customer Officer Social Media 95

ShepHyken

SEPTEMBER 13, 2019

Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Implementing these 7 live chat best practices can contribute to customer success and positive word-of-mouth, and help your business grow through improved retention and new customer acquisition.

Customer Experience 108

Customer Experience Self Service Knowledge Base Communication 108

Comm100

FEBRUARY 26, 2024

As a result, it also serves as a yardstick for aspiring students, guiding their application strategies and decisions. This blog will delve into the acceptance rates of American universities across the country – from the notoriously low Ivy League acceptance rates, to much higher What is acceptance rate?

Metrics 165

Metrics Strategy Engagement Marketing 165

ShepHyken

JANUARY 3, 2020

Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. Maximizing motivation is the main reason that most teams use gamification strategies. Benefits of gamification. The Humble Leaderboard.

Gamification 77

Gamification How To Contact Center Software Contact Center 77