BlueOcean

MARCH 14, 2024

If that’s the case, here are a few discerning questions to ask: Do you need to add capacity? Do you have to scale for rapid growth or seasonal volume? Do you just need to focus on your core offering? What does it really look like to source a strategic partnership with an outsourced customer care provider?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?)

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Lumoa

MARCH 21, 2023

To help you out, we have listed our top 10 must-read customer experience books. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. Nowadays, most people search for information online.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Steve DiGioia

APRIL 19, 2021

She is an expert in online communication and teaches others how to write in “plain language” that we all can use. But when you work in customer support, an insincere apology can really backfire. A “nonpology” can squander the rapport you have worked so hard to build with your customers. I hope you enjoy her post.

Customers 304

Customers System Communication Tips 304

Experience Investigators by 360Connext

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. Yet most business plans don’t have a “customer appreciation program” section. We know that building loyalty requires more positive interactions than negative ones.

How To 372

How To Airlines Social Media Tips 372

Vonage

JULY 11, 2018

We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. Here are seven simple customer service tips you can go use right now.

Tips 216

Tips Customer Service Sports Exercises 216

CSM Magazine

MARCH 26, 2024

An example of a company known for having excellent rapport with its customers is Apple. Tips for Building Rapport Listen Actively Active listening is foundational to building rapport. In doing so, you not only grasp the customer’s issue more comprehensively but also show them that their concerns are being taken seriously.

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

Experience Investigators by 360Connext

AUGUST 22, 2023

My team works with many well-intentioned CX leaders that have mountains of data but cannot decide where to focus. If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. When you’re feeling lost, it’s a great time to revisit (or set!)

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Experience Investigators by 360Connext

APRIL 13, 2021

Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey. Most companies have all sorts of customers.

Customer Journeys 291

Customer Journeys How To Feedback Resources 291

Steve DiGioia

SEPTEMBER 17, 2020

And, regardless of what message we think we give, its others who make assumptions which we’re judged against. Whether they’re correct or not, an impression is made based on the unconscious signals we send. So, what do they think of me, or you? If we don’t know, who’s at fault? The post What Do They Think of Me?

Tips 191

Tips Measurement Customer Experience Customers 191

Steve DiGioia

MAY 17, 2021

That’s what our customers want and that’s what we wish to provide. Thankfully, many have developed useful acronyms to help. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service e-support Self Service Customers 341

Experience Investigators by 360Connext

NOVEMBER 22, 2022

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. Yet most business plans don’t have a “customer appreciation program” section. We know that building loyalty requires more positive interactions than negative ones.

How To 143

How To Airlines Social Media Tips 143

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. So to get started, consider the following: Who are your audience and what channels do they use? How do they use these channels? We can use Brandwatch as an example.

Social Media 98

Social Media Tips Groups Brands 98

Steve DiGioia

MARCH 25, 2020

It seems like the logical thing to do. So, what should I do? What should we do? Thankfully we have the wonderful scientists and medical personnel to support the first stage of recovery – identifying potential remedies and treating our neighbors with the best care possible. We realize this now more than ever.

Hotels 262

Hotels Course Leadership Financial 262

ShepHyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past. Here are a few ways to do just that. .

Tips 150

Tips Course Travel Financial 150

Zeisler Consulting

OCTOBER 24, 2023

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. We talked about a few questions I had and even addressed a small issue I was having with another of their branded devices I own. She’d been with me the whole time.),

Customer Centricity 93

Customer Centricity Retail Tips Course 93

ChurnZero

FEBRUARY 8, 2024

Burnout gets worse and starts to have a larger effect on attrition, performance, and customer interactions.” We caught up with Ryan to discover why stress looms so large in customer success, and how CSMs can better navigate the stressors of 2024’s lean-running, efficiency-focused SaaS economy. Not being empowered.

Customer Success 52

Customer Success Customers Exercises Tips 52

Help Scout

SEPTEMBER 14, 2021

In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business leaders who’ve created great customer service programs of their own. 5 strategies and 13 tips for small business customer service.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

CSM Magazine

JUNE 8, 2023

It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. I keep wondering if customers have given up on demanding better service or if this is the new normal in customer service. I said they are really bad.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. Drive business outcomes leveraging Totango The first topic we discussed was how each of our experts leveraged Totango to drive business outcomes within their respective organizations.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

delighted

AUGUST 4, 2023

When will we get our first response? When will we get our 100th response? What nice graphs and visualizations can we create with this newfound data? In this post, we’ll cover 5 tips for digesting negative feedback to reduce the likelihood of feedback burnout as a customer experience professional.

Feedback 78

Feedback Tips Management NPS 78

Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. In this episode, we share our experiences working with firms that are less than convinced that customer relationships are essential to business success.

Customer relationships 103

Customer relationships Consulting Tips Insurance 103

Russel Lolacher

MARCH 20, 2023

Her thoughts and work have been featured in Huffington Post, New York Magazine, Buzzfeed and O – The Oprah Magazine. Lauren Appio Hi, Russel, how you doing today? I have to start off all things. Her motto: Let’s make work less shitty for each other. And here’s why she is awesome. Hello, Lauren.

Culture 98

Culture Policies Employee Experience Course 98

Retently

APRIL 18, 2024

Having in-app NPS surveys that are tailored for mobile ensures a smoother user experience. Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Ready to learn how a simple question can lead to big changes? Let’s get started. What’s NPS All About? Monitoring NPS scores is key.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? To see tangible results, you have to be more creative. Top 5 tips for writing great car sales emails 15 effective subject line examples for car sales email templates How to get more car sales leads as a salesman? It is effective communication.

Sales 115

Sales Automotive Tips Advertising 115

Magellan Solutions

APRIL 16, 2024

Having a professional website is essential for businesses. So, what does “outsourcing company websites” really mean? Instead of juggling website tasks alongside your core business operations, you can leave it to the pros while you focus on what you do best. So, what are you waiting for? Pretty neat?

Company 52

Company Guidelines Tips Call Center 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? That’s why despite our knowing better, we don’t always do better. I have a few tips to help you drive adoption that sticks. So how do we overcome this?

Software 98

Software Customer Success How To CRM 98

Daniel Group

APRIL 16, 2021

Three Powerful Tips for Effective CX Communication. Throughout the series, we will explore the importance of the following topics: Make CX Easy: Is it easy to do business with your company? Consistent CX: Do your customers know what to expect? CX and Price: When does price really become a differentiator?

Communication 98

Communication Tips Net Promoter Score NPS 98

Daniel Group

APRIL 23, 2021

We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! I discuss this and other insights about communication further in my recent blog, Three Powerful Tips for Effective CX Communication. Welcome to Success Strategies. Coming in May).

Feedback 124

Feedback Net Promoter Score B2C B2B 124

ShepHyken

JULY 19, 2021

I have added my comment about each article and would like to hear what you think too. This author questions if the position is really necessary? Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. At times, it’s hard to do, but it will help you grow faster. . And if so, do you have any tips on what to post? JD : Absolutely!

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

SurveySensum

MARCH 6, 2024

Businesses have yet to be known to thrive out of sheer luck. We might see a business and think ‘That is got to be luck’ but no, the grass is greener on the outside. 8 Online Business Metrics to Monitor Having an eagle-eye view of what transpires on your website is crucial for understanding how to improve its quality of life.

Metrics 52

Metrics Abandon Rate ROI Return on Investment 52

Michel Falcon Experience

APRIL 20, 2023

I know that I just listed off many things that she has to manage that I don’t have responsibilities for. As always, if there’s somebody that you want me to try to interview, send names our way, I will do my very best to dig deep in my network to be able to interview them, so that you can have these lessons and grow yourself.

Management 78

Management How To Multi-Channel Meeting 78

Oracle

AUGUST 20, 2018

We know today’s customers are more demanding than ever. They know what a good customer experience is, and they expect it from everyone they do business with. They no longer compare you only to your direct competitor, they compare you to the best service and experience they have ever had – from anyone or any company.

Customer Experience 138

Customer Experience Tips Chatbots Video 138

Kustomer

JANUARY 19, 2023

He says, “I see the people have a very high expectation and a short fuse. There are some really good tools out there. Learn how Steven does so by listening to the podcast below. Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years.

Data 98

Data Customer Experience Customer Journeys Analytics 98

BirdEye

OCTOBER 16, 2023

Knowing how to help your clients better has an incredible role in how you do business, significantly when growing your agency. In this blog post, we cover the session – “Growing your agency with Birdeye,” where Jaison Blais – Head of Birdeye Sales, spoke to JD Dammier, Owner of Bizinga and a long-standing customer of Birdeye.

Omni-Channel 64

Omni-Channel Multi-Channel Social Media Communication 64

Oracle

JULY 31, 2020

Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Kicking off season 2, here are 5 customer experience tips during a time of uncertainty from the marketing pros. Tip #1: Rethink customer questions.

Tips 105

Tips Customer Experience Video Course 105