Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Call Center Study Contact Center 218

AskNicely

AUGUST 30, 2018

Then she asked, “What if we talked to our customers like we talk to our friends?”. With a team in place that people could relate to, they started a blog and social media posts that told shareable stories of their customers and locations that surprised and delighted. Hit us up on Twitter @asknicely ! View video.

Meeting 150

Meeting Net Promoter Score Social Media Video 150

ShepHyken

DECEMBER 2, 2020

What’s your story? What reasons compel your customers to do business with you? When you’re trying to get your customers to buy into the experience you’re creating for them, it’s the story that will do it. Create the image in your customer’s mind. Customers love to hear from other customers.

Customer Service Training 147

Customer Service Training Customer Service Training Customer Focused 147

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Strategy Video 322

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why? "I blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

BirdEye

APRIL 13, 2023

With social media ads, you can target specific demographics, interests, behaviors, and locations, making it a highly effective and efficient way to reach potential customers. By analyzing the performance of their ad campaigns, businesses gain insights into who their most valuable customers are.

Social Media 98

Social Media Advertising Video Fashion 98

Comm100

AUGUST 1, 2022

This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands. For the full low-down and success stories from fellow schools, download the cheat sheet below. 70% of consumers currently use or are interested in using chatbots for simple customer service.

Chatbots 208

Chatbots Omni-Channel Social Media B2C 208

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.

Customer Service Training 141

Customer Service Training Leadership Survey Customer Service 141

AskNicely

JUNE 22, 2018

W ant to amp up your brand’s customer experience, but aren’t sure where to start? Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. Stay tuned for more videos, stories, and details on our next event.

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

Steve DiGioia

JANUARY 8, 2018

Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a Twitter chat room.

Social Media 173

Social Media Brands How To Customer Service 173

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The short version of this story is that I was the closing keynote speaker. The shortest customer service speech ever …. “BE Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” It wasn’t to disrespect, belittle or embarrass the customer. However, if you upset a customer by referring to them the wrong way or say something that is socially or politically incorrect, having the best intentions doesn’t make it right.

Customer Service Training 132

Customer Service Training Training Retail Communication 132

ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S.

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

JUNE 8, 2022

This is a great story with a great lesson. . Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. Follow on Twitter: @Hyken.

Customer Confidence 127

Customer Confidence Customer Service Training Customer Service Customer Experience 127

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here…. Allow me to explain….

Hotels 395

Hotels Travel How To Customers 395

Lithium

OCTOBER 6, 2021

In this episode, Nate Jaffee ( ) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. True story. This level of engagement is why learning your customer’s business matters. Apple Podcasts. Google Podcasts.

Customer Experience 98

Customer Experience Customer relationships Customer Expectations Customers 98

BirdEye

AUGUST 28, 2023

It tells you how broad your customer base is and the effectiveness of your social media marketing strategy. Since reach measures unique views on your posts, you get an accurate picture of the potential customers you’ve reached. Anytime a Twitter user sees your post on their news feed or search results, it’s recorded as an impression.

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Brandwatch CX

JANUARY 29, 2024

Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. Unsurprisingly, our social posts and content do well there as our product and target customer fit. On Twitter you can go after people who have tweeted certain words or follow accounts.

Social Media 98

Social Media Tips Groups Brands 98

ShepHyken

AUGUST 12, 2020

It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! There’s not only a lesson here, but it’s also a heartwarming story that will make you feel good. Recently, someone shared a story about Keith’s father, Farris Barket.

Customer Service Strategies 132

Customer Service Strategies Customer Service Training Customer Service Strategy 132

ShepHyken

APRIL 21, 2021

When your customer calls, emails or texts you, you must respond. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. (By

Insurance 152

Insurance Customer Service Training Video Customers 152

Storyminers

APRIL 17, 2019

Mike Wittenstein shared his belief that the best designed strategies are those that simultaneously please customers, engage employees, and benefit the bottom line. Expressing strategy as a story and/or as an experience is one of the fastest and surest ways to earn alignment throughout any organization. Photo by Djaren Photography.

Case Study 100

Case Study Study Groups Strategy 100

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . The only way your customers will say what you want them to say – as in The Echo – is if the experience you deliver aligns with the brand promise. Their story is rich with high levels of luxury and engineering.

Automotive 123

Automotive Advertising Brands Customer Service Training 123

BirdEye

FEBRUARY 21, 2023

It’s especially important for local businesses looking to connect with their communities and grow their customer base. As a result, its large user base gives local businesses a tremendous amount of potential customers to share their social media posts and ads with. We’ll talk more about social media marketing strategies in a bit.

Social Media 98

Social Media Management Multi-Channel Analytics 98

ShepHyken

OCTOBER 6, 2021

He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. I’m glad you called.

Course 163

Course Customer Service Training Customers Customer Service 163

ShepHyken

NOVEMBER 11, 2020

That’s what customer service people do. They are customer service heroes. . This brings me to a story about Mike, a teenager I met back in the 1980s when I was still doing magic shows. He was just “a kid,” and probably didn’t have a lot of money, and that’s an important part of this story. Back to customer service.

Tips 157

Tips Customer Service Training Customer Service Training 157

Beyond Philosophy

AUGUST 5, 2023

However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. Follow Colin on Twitter HERE. The post How perception plays a critical role in building a great Customer Experience appeared first on Beyond Philosophy.

Customer Experience 78

Customer Experience Feedback Customers Survey 78

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 136

Competitive Advantage Banking Fashion Contact Center 136

ShepHyken

JANUARY 13, 2021

Horst shared a better story. No, it wasn’t necessary to get on the plane to return the computer, but Horst loved this story and wanted every member of the Ritz-Carlton team throughout the world to hear it. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Of course not.

Hotels 145

Hotels Customer Service Training Training Course 145

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. Follow Colin on Twitter HERE. We will explore the five realms of EQ, starting with knowing your emotions.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest. Any time you interact with a customer is a touchpoint.

Customer Experience 173

Customer Experience How To Touchpoint Communication 173

Beyond Philosophy

AUGUST 13, 2022

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Follow Colin on LinkedIn and Twitter.

Consulting 88

Consulting Conference Resources Leadership 88

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article. Follow Colin on Twitter HERE. Therefore, when you are spending it with them, you should make the most of it.

How To 88

How To Insurance Resources Customers 88

Beyond Philosophy

SEPTEMBER 2, 2023

Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. There are three basic ways that customers evaluate your prices. However, these three ways come together to deliver the good-deal-bad-deal message to your customers’ consciousness.

Retail 78

Retail Tips Connections Consumers 78