Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . Some might be angry.

Customer Service 252

Customer Service Case Study Customers Interaction 252

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Leadership Training Technology 130

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. This article will provide dozens of simple ideas to help you promote both mental and physical health for your team. A word to leaders: Mental and physical health are deeply sensitive subjects.

Contact Center 140

Contact Center Resources Groups Culture 140

BirdEye

NOVEMBER 10, 2023

Imagine a bustling mental health practice where patient demand is high. Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. Prospective patients turn to online searches and reviews for the care they need. The result?

Communication 59

Communication Chatbots Conference Customers 59

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” It involves adding elements of games (think of the best video games or apps) to non-game activities such as working and delivering customer support.

Gamification 79

Gamification Contact Center Training Feedback 79

Customer Bliss

FEBRUARY 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Can you excuse me a minute?” the server asked.

Chief Customer Officer 172

Chief Customer Officer Video Course Leadership 172

Vonage

JUNE 7, 2018

Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel How To 120

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 86

Sports Video Brands Innovation 86

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 80

Sports Video Brands Innovation 80

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. It’s our lens, our context.

Call Center 78

Call Center Retail Course Customer Experience 78

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Gainsight CEO Nick Mehta began by communicating how Customer Success has transformed over the past year, despite the effects of the COVID pandemic economy.

Entertainment 98

Entertainment Customer Success ROI Trends 98

CSM Magazine

DECEMBER 18, 2019

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common. Prevention is Better Than Treatment.

Customer Service 52

Customer Service Tips Course Study 52

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Have a Fail-Fast Mentality. Think outside the square.

Return on Investment 78

Return on Investment Call Center Measurement Customer Experience 78

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

Effort Score 52

Effort Score Customer Success Study NPS 52

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? You would rather that wasn’t necessary, but it is reality.

How To 89

How To Call Center Wait Times Groups 89

AWS Machine Learning

DECEMBER 14, 2023

In November 2022, we announced that AWS customers can generate images from text with Stable Diffusion models in Amazon SageMaker JumpStart , a machine learning (ML) hub offering models, algorithms, and solutions. It’s more than just typing a few words and expecting the model to conjure an image that aligns with your mental image.

Entertainment 94

Entertainment Guidelines Advertising Resources 94

Hallmark Business Connections

APRIL 26, 2021

Even before the outbreak of COVID-19, the rate of nurse burnout — physical, mental, and emotional exhaustion resulting from chronic workplace stress — was at c ritical levels. And with nurses on the front lines of a global pandemic, threats to their mental and physical health have multiplie d exponentially.

Customer Experience 67

Customer Experience Strategy Healthcare e-support 67

CX Journey

FEBRUARY 16, 2016

In business and in life, there's this crazy notion of the herd mentality. According to Wikipedia : herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items. Think about the top 5% of companies when it comes to customer experience.

Customer Experience 80

Customer Experience Innovation Culture Guidelines 80

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. What is customer experience? What is great customer experience? Heck, we’re still learning.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Course 182

Course Exercises Travel Measurement 182

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. The financial services industry has been through its fair share of turmoil in recent years. By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Customer Bliss

NOVEMBER 8, 2016

I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives. It’s a very different way to look at delivering customer experience. About Lee. The Three Zones Welcome.

Guest Experience 128

Guest Experience Leadership Retail Sales 128

BirdEye

OCTOBER 19, 2023

Key takeaways from the “Expert advice for growing on Google” session Today, customers are increasingly turning to online sources to find business. Key takeaways from the “Expert advice for growing on Google” session Today, customers are increasingly turning to online sources to find business.

Video 59

Video Social Media Consulting Tips 59

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. Ten years is a great deal of time in the life of a mortal.

Fashion 203

Fashion Leadership Employee Experience Customer Experience 203

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. At the end of the day, we are all human and most of us need a carrot or a stick to be inspired to finish a task. .

Training 88

Training Rewards Programs Exercises Leadership 88

SurveySparrow

APRIL 28, 2024

Customization and Integration You have many options for customizing your survey, including survey questions, templates, themes, designs, and more extensive customization options to align with your school’s branding and the specific needs of different classes. Yes, Teaching, like us, is constantly growing!

Tools 52

Tools Feedback Analytics Survey 52

Comm100

NOVEMBER 4, 2015

The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment. It Helps Customers Trust You. Would you accuse a play of being bad just because the actors used a script?

Entertainment 100

Entertainment Leadership Course Culture 100

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Here are a few ideas to getting started: 1. I can’t afford to lose my people.”

Self Service 52

Self Service Omni-Channel Call Recording Customer Satisfaction 52

Gainsight

JUNE 17, 2020

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. I remember feeling “seen” after reading the book in a way I hadn’t before. Indeed, I re-read his chapter “ Nobody Cares ” on a regular basis.

Leadership 107

Leadership Government Airlines Hotels 107

Quadient

OCTOBER 10, 2022

From Volume to Value: Switching Customer Communication KPIs. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. It’s this mentality that creates apathy for change, because the effectiveness of your communications is entirely obscured.

Communication 52

Communication Banking Average Handle Time Social Media 52

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 98

Customer Success Self Service Customers Knowledge Base 98

Michel Falcon Experience

AUGUST 17, 2016

You can never go too far wrong by thinking like a customer who’s new to the business.” — Richard Branson. Often this long-term mentality led me to willingly make short-term sacrifices to win in the future. The thought was inspired by an idea I had while at an airport. ” — Simon Sinek. Invest in yourself.

Employee Engagement 127

Employee Engagement Case Study Engagement Tips 127

North Highland

MAY 3, 2019

In recognition of International Women’s Day 2019, North Highland hosted our first Women in Tech event, with an inspirational all-female panel discussing the intersection between Women in Technology and Women in Leadership, moderated by our very own Julia Beaumont. Here are some of the key topic points that emerged from the discussion.

Technology 68

Technology Telecommunications Culture Leadership 68

Hallmark Business Connections

NOVEMBER 16, 2020

Your customers’ lives aren’t the same as they were a year ago. When they contact your customer service representatives, then, they want more than a helping hand — they need compassion and empathy, as well as genuine engagement. It all starts with equipping your employees with customer engagement tool kits. Not at all.

Tools 62

Tools Company Customer Experience Banking 62