ShepHyken

SEPTEMBER 15, 2017

AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. For example, AIM takes the guesswork out of product recommendations for marketers. The post Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 130

Contact Center Self Service Analytics Banking 130

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

NobelBiz

MARCH 24, 2022

When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. The list of new customers grows as a result of the customers’ positive referrals.

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

How To 130

How To Chatbots Omni-Channel Social Media 130

ShepHyken

FEBRUARY 9, 2018

Brand advocacy simply means that people who love your brand will continue to support your company and promote your services or products to new customers organically. While product knowledge may be vital to providing good customer service, the ability to communicate with customers is just as important. What is brand advocacy?

Customer Service Training 153

Customer Service Training Training Brands Customer Service 153

Blueshift

APRIL 16, 2024

Consumers rush to secure mortgages, explore refinancing options, and seek alternative financial products. Credit unions, known for their member-centric approach, are uniquely positioned to capitalize on this shift. In today’s digital world, the key to successful digital engagement hinges on harnessing the power of customer data.

Engagement 109

Engagement Financial Consumers System 109

ShepHyken

AUGUST 2, 2019

These kinds of customer support groups are there to assist when people have problems using their products or services. In the case when you have direct contact with the people who buy your products or services you must be extra careful. Having a positive attitude and trying to solve problems makes a big difference. Face to Face.

Customer Service 111

Customer Service Training Customers Tips 111

ShepHyken

MAY 31, 2019

Same goes for a poor experience and how badly it turned you off from that company, brand or product. 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. Understand your audience profile.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

ShepHyken

APRIL 5, 2019

With the power of the cloud contact center behind them, modern chatbots are capable of combing through product listings, making intelligent suggestions, and learning customer requirements. This means that they can recommend products that are useful to your target audience.

Chatbots 116

Chatbots Customer Experience Contact Center Ecommerce 116

Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. 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. This data can reveal common customer issues, preferences, and trends.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

ShepHyken

FEBRUARY 22, 2019

To no surprise, this experience left a positive impression on me. I continue buying Stacy’s Chips and referring the products to everyone I know. People love the brand not just because the products are outstanding, but because their service is beyond exceptional. It’s a great way to eliminate the chance of buyers remorse.

Hotels 108

Hotels B2C Loyalty B2B 108

ShepHyken

SEPTEMBER 20, 2019

By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands. Support teams also need to feel empowered to share key information they’ve learned with colleagues throughout the entire company such as product, sales, IT and marketing.

B2B 108

B2B CRM Software B2C 108

ShepHyken

NOVEMBER 23, 2018

Instead of “Our new product is faster than ever”, consider “You can be faster than ever with our new product”. Just like customers demand a positive interaction, efficiency means a better interaction for your bottom line. He and his team share tips about customer service and communication on the Userlike Blog.

Self Service 106

Self Service Effort Score Guidelines Tips 106

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Nike does the same with its TeamNike account. .

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

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 108

Customer Experience How To Roadmap Analysis 108

ShepHyken

APRIL 12, 2019

Many of these employees were tasked with challenging customer-facing positions. Even where seasonal help spends most of their time in non-customer facing positions, they will inevitably interact with customers. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken.

Customer Service 108

Customer Service Tourism How To Retail 108

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ShepHyken

SEPTEMBER 13, 2019

You could be answering a prospect who has questions about a product, or a customer requiring technical support. Your customer is still figuring out how to get the best value from your product or service so always remember to take the time to simplify and break down responses, to ensure everything is crystal clear.

Customer Experience 109

Customer Experience Self Service Knowledge Base Communication 109

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. Are you marketing your product in the right way? It is important to design a good product. The company can then advertise and sell their products as per the market needs.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Here are several areas that virtual web assistants can optimize productivity for busy companies.

Company 95

Company CRM e-support Resources 95

ShepHyken

NOVEMBER 16, 2018

Before, as an organization, you set the times that you were open for business, and customers needed to endure it or remain without that specific product. Technology has completely changed that, with the introduction of online business and smartphones, customers can get to products whenever they want. New correspondence channels.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. 11 th Fastest Growing of G2 Products.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ShepHyken

FEBRUARY 23, 2018

All authentic exchange is based on our shared humanity- that we are one and the same, not at odds, or as some kind of burden to each other, but interested in working together to create a sense of mutual respect and a shared positive outcome. The post Guest Blog: 3 Key Principles for Customer Satisfaction appeared first on Shep Hyken.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

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. And how can I catalyze you to become more productive, profitable and purposeful throughout 2019?

Customer Experience 59

Customer Experience Culture Customers Strategy 59

ShepHyken

DECEMBER 20, 2019

Conversely, if you have a positive experience with a company, you may become an advocate. Positive recommendations are extremely valuable, helping businesses to grow. 80% of customers think the experience that a company provides is just as important as its products and services. • Salesforce conducted a survey in 2018. . •

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

AUGUST 25, 2017

If your organization is struggling to provide quality service due to your policies, product, or service, putting a chatbot in place cannot resolve the problem. Exclamation points can work well for positive situations. #3: Provide Quality Service First. Bots are not a solution to poor customer service. Contractions are good!

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

ShepHyken

OCTOBER 25, 2019

Make sure the environment is positive and encourages growth. If you want the best results you need to be working in the most productive way. Make sure you are positioning yourself for success! Following some simple steps to have the best people lead by the best people will mean your agents are energized and positive all day.

Call Center 76

Call Center Leadership Contact Center e-support 76

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Even then, only a paltry 30 percent that uses products in a manner that benefits the environment as is intended. Shep Hyken.

Loyalty 85

Loyalty Policies Consumers Exercises 85

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SmartKarrot

OCTOBER 28, 2021

You will have to come up with ways to position your SaaS product in a way that grows faster and reaches out to more customer base. That is when positioning is extremely crucial for the success of a company. There is no calculated guesswork that works in the sphere of product positioning in your market.

Strategy 10

Strategy Social Media Analysis Study 10

Retently

JULY 28, 2023

The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer. How Did the CXO Position Come to Be?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Daniel Group

APRIL 18, 2024

If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Conversely, creating a Promoter customer takes numerous positive experiences over time.

Communication 98

Communication Strategy NPS Net Promoter Score 98

ShepHyken

APRIL 26, 2019

The best-laid plans can be created at headquarters, but due to the distance from the customer, the actual product or process can be far removed from what the customer actually wants. Her point was: just build a product that breaks up with my provider for me. Speed and convenience are essential elements of positive customer experiences.

Chatbots 87

Chatbots NPS Technology Brands 87

ShepHyken

AUGUST 11, 2017

They’re the ones that constantly experiment to add customer value either by either reducing the friction of buying from them or offering new products and services that fill your unmet needs. Embrace all feedback, the positive and the negative. Positive feedback is great stuff. You know them – they are the brands you love.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

ShepHyken

NOVEMBER 23, 2018

Instead of “Our new product is faster than ever,” consider “You can be faster than ever with our new product.” Just like customers demand a positive interaction, efficiency means a better interaction for your bottom line. He and his team share tips about customer service and communication on the Userlike Blog.

Self Service 67

Self Service Effort Score Guidelines Tips 67