Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Challenges have emerged in the past two years.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

ShepHyken

NOVEMBER 27, 2020

Shep Hyken discusses this in the blog, “How to Avoid Roadblocks to Great Customer Service” Don’t be afraid to ask your workers what you can do to eliminate bumps along the path from potential customers to happy, repeat clients. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true.

Customer Experience 152

Customer Experience How To Wait Times Customers 152

SmartMessage Blog

DECEMBER 27, 2021

Here are the top 2021 blog posts from SmartMessage. In our blog post detailing other benefits, we focused on the capabilities of this efficient source. Our blog post on the pandemic and omnichannel marketing indicates how the digital channel strategy became essential in reaching targets. Omnichannel Marketing and the Pandemic.

Omni-Channel 75

Omni-Channel Tips Chatbots Communication 75

DemandJump

NOVEMBER 25, 2020

It's easy to spend hours researching your audiences, noting high-demand blog topics, and gathering data to make improvements to your content strategy. When it comes to blogs, however, there are a few time-tested tips and tricks when pursuing search engine traffic to understand what makes the best blogs stand out from the rest.

Marketing 88

Marketing Tips Strategy Data 88

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 130

Contact Center Self Service Analytics Banking 130

DemandJump

NOVEMBER 25, 2020

Effective content marketing blog strategies are built with intention. The best blog topics list should reflect what is trending within your industry and how your business’ unique take plays a role in it. They are fueled by two essential drivers: your need to attract business, and your audience’s need for useful content.

Marketing 93

Marketing Trends Industry Strategy 93

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . For many people in this world, the idea of handling customer service is daunting.

Contact Center 52

Contact Center Call Center Trends Healthcare 52

InMoment XI

FEBRUARY 5, 2013

We shared the Maritz Research Game Day Survey with you in a blog last Friday. It only makes sense that a company that develops surveys every day would create one for last Sunday’s big game. So how did you do? Drum roll please…. This article claims there were more than 500 proposition bets on the game. Everything from how. View Article.

Survey 200

Survey Company 200

InMoment XI

FEBRUARY 5, 2013

We shared the Maritz Research Game Day Survey with you in a blog last Friday. It only makes sense that a company that develops surveys every day would create one for last Sunday’s big game. So how did you do? Drum roll please…. This article claims there were more than 500 proposition bets on the game. Everything from how. View Article

Survey 200

Survey Company 200

InMoment XI

FEBRUARY 5, 2013

We shared the Maritz Research Game Day Survey with you in a blog last Friday. It only makes sense that a company that develops surveys every day would create one for last Sunday’s big game. So how did you do? Drum roll please…. This article claims there were more than 500 proposition bets on the game. Everything from how. View Article

Survey 200

Survey Company 200

Forrester's Customer Insights

OCTOBER 4, 2023

The retail holiday season is already well underway, and to help you prepare for your busiest season, we’re kicking off our fifth annual “Holiday Prep” blog series.

Retail 56

Retail Trends Customers 56

ShepHyken

NOVEMBER 22, 2019

Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones. In fact, according to an article published in The Washington Post , “[…]in general, we tend to notice the negative more than the positive.”. Consider the following: 1.

Exceptional Customer Service 139

Exceptional Customer Service Multi-Channel Communication Customer Care 139

ShepHyken

JUNE 14, 2019

When considering a company’s assets and liabilities, customers should be viewed as the greatest ‘asset’, and diligent work and time should be dedicated to making sure losing customers doesn’t hold much weight on the liability side of the balance sheet. The Cost of Churn. Loss of revenue. Lost Opportunity. Increased cost of acquisition.

Customer Retention 134

Customer Retention Contact Center Customers Omni-Channel 134

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more.

Chatbots 114

Chatbots Customer Experience Contact Center Ecommerce 114

ShepHyken

MARCH 22, 2019

If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. By the end of 2019, 2.7

Customer Experience 106

Customer Experience User Experience Customers Technology 106

SAP Customer Experience

MAY 9, 2023

Dear CX Community, The SAP Customer Experience portfolio is built to accelerate time to market, personalize for the modern customer and scale flexibly as your business grows. An easy implementation and rapid adoption is key to project success. While working so closely with our customers, we started to see patterns.

Customer Experience 57

Customer Experience Marketing Customers Sales 57

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. Element #1: Fast.

Self Service 105

Self Service Effort Score Guidelines Tips 105

Genroe

APRIL 22, 2019

The post The Best B2B Marketing Blogs to Follow appeared first on Genroe. Our clients are happy because they’re websites are getting more traffic, their emails are getting more engagement and they’re getting more leads.

B2B 72

B2B Marketing Engagement 72

ShepHyken

AUGUST 2, 2019

This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business.

Customer Service 110

Customer Service Training Customers Tips 110

ShepHyken

JUNE 28, 2019

Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. While machines are becoming more intelligent, humans aren’t moving out of the picture yet.

Contact Center 110

Contact Center Self Service Banking Airlines 110

One Millimeter Mindset

JULY 1, 2019

I offer these six blog posts on the professional value of storytelling for you today. Consider the overall relevance and importance of these six professional value of storytelling blog posts. Subscribe to my blog. Share your email address in the red box in the right column of this blog. What’s the saying?

Communication 65

Communication Meeting Technology Connections 65

ShepHyken

AUGUST 25, 2017

Is your business able to pay someone to do this and keep up with the demand? It’s a Challenge That Chatbots Aim to Take On. A chatbot is an important tech tool available to most businesses. Its goal is to help speed up a company’s ability to provide important information to consumers. Provide Quality Service First.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. As customers become more demanding, can self-service really help?

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. Fast, Easy and Secure.

Consumers 92

Consumers Study Loyalty Technology 92

ShepHyken

DECEMBER 15, 2017

As I always say, what’s happening on the inside of a company is felt on the outside by your customers. – Shep Hyken. Employee engagement is crucial for any organization striving to become more customer-centric. It is also just as crucial for organizations to adopt a strong voice of the customer programme.

Employee Engagement 119

Employee Engagement Customer Centricity Feedback Analytics 119

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. That’s a lot to keep up with. Let us introduce you to the mantra, “Stay thirsty my friends.”

Resources 80

Resources Management Conference Groups 80

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again.

Customer Experience 92

Customer Experience Contact Center Airlines Average Handle Time 92

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. The Power of One Question.

Survey 101

Survey Feedback Retail Consumers 101

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Notably, millennials like to do things a little differently from the generations of yore. They are literally changing the rules of customer service on the fly.

Self Service 97

Self Service Customer Service Fashion Groups 97

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs. Many of these employees were tasked with challenging customer-facing positions. Yet, seasonal hiring is not unique to retail during the holidays.

Customer Service 107

Customer Service Tourism How To Retail 107

ShepHyken

MAY 24, 2019

Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side? And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it?

Survey 104

Survey Customer Service Effort Score Infographics 104

ShepHyken

MARCH 1, 2019

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. Shep Hyken. With the passing of another year in the digital age, the reality is that we all have to be more aware of how artificial intelligence is entering into our lives.

Customer Experience 104

Customer Experience Chatbots Video Competitive Advantage 104

IntouchInsight

JANUARY 11, 2018

Thank you for all of the views, clicks, shares and likes in 2017! We have lots of exciting new content in store for you in 2018 - but before we get to that, we wanted to take a moment to reflect on some highlights from 2017.

Customer Experience Management 120

Customer Experience Management Management Customer Experience Customers 120

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Pointing the magnifying glass of a mystery shopping program towards your competitors is called competitive benchmarking , and brands with this kind of program will be able to better serve their own customer base.

Measurement 86

Measurement Ecommerce Analysis Industry 86

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. Element #1: Fast.

Self Service 67

Self Service Effort Score Guidelines Tips 67