BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Sales 177

Sales Customer Service Sports Contact Center 177

InMoment XI

NOVEMBER 25, 2021

Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? What Is Predictive Modelling? What’s the Difference Between Prediction and Interpretation?

Case Study 493

Case Study eBook Exercises Customer Retention 493

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. It prompts companies to ask what customers are buying and why they are buying it.

How To 89

How To Customer Journeys Analysis Tools 89

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Lynn Hunsaker led customer experience and marketing at Applied Materials & Sonoco.

ROI 65

ROI Customer Journeys Innovation Training 65

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! You’ll see why.) The best part?

CRM 69

CRM Sports Consulting Data 69

Experience Investigators by 360Connext

APRIL 11, 2023

But what really is the meaning of quality? ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version.

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Self Service 97

Self Service Customer Experience Chatbots Technology 97

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story.

Leadership 97

Leadership Hospitality Social Media Interaction 97

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. “However, we also knew this was long winded.

System 52

System Management Customer Relationship Management CRM 52

Zeisler Consulting

FEBRUARY 20, 2024

And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. This was a luxury brand and as such I’d expected some pretty fantastic attention to detail, and to me as the Customer. Now, I’m not an egomaniac.

Feedback 93

Feedback Survey Customers Culture 93

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Let’s hear what Boehme has to say.

How To 78

How To Exercises Video Customers 78

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). That’s an important part of the CX world, and what goes on in that organization surely impacts a brand’s CX. What role does that person play?

How To 93

How To Contact Center Customer Care Customer Success 93

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences. Did you know we have a YouTube Channel too?

Consulting 89

Consulting Financial Survey Customer Experience 89

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We sought recommendations from experts, vendors, and our competitors to see what they were doing in response.

Customer Experience 190

Customer Experience Hospitality Guidelines Airlines 190

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. The question to ask is, “What’s making them difficult?” The question to ask is, “What’s making them difficult?”

Sports 131

Sports Hospitality Customer Service Training Customers 131

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 159

Social Media Customer Service Customer Care Customer Service Training 159

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

Self Service 121

Self Service Loyalty Software Customer Service 121

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. out of 100, well below the all-sector average of 78.1.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

e-support 139

e-support Omni-Channel Competitive Advantage Customer Centricity 139

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Self Service 91

Self Service Knowledge Base Chatbots Tools 91

ShepHyken

SEPTEMBER 25, 2023

Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. High customer satisfaction ratings contribute to the success of brands and can be indicators of financial performance. ” “Be customer-centric.

Customer Satisfaction 83

Customer Satisfaction Tips Exceptional Customer Service Customer Centricity 83

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 153

Culture Social Media Customer Service Training Customers 153

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Here are six ways you can deliver an exceptional customer experience. .

Tips 146

Tips Customer Experience Management Return on Investment 146

SurveySensum

FEBRUARY 16, 2023

It leads to biased customer feedback. Just as you drive when the traffic signal is green, similarly, customers are likely to click on the green color score, regardless of their actual experience. This results in biased responses, which is not suitable for a customer-focused organization.

NPS 97

NPS Net Promoter Score Effort Score Survey 97

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Further, their customer service teams were challenged with consistently and equitably allocating available inventory.

Transportation 52

Transportation Apparel Sports Ecommerce 52

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. Now, what is it that your customers care about the most? Hey, everyone.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

CSM Magazine

NOVEMBER 2, 2023

Lesley Avinou, Group Director of Client Partnerships, Sigma Connected Business outsourcing provider Sigma Connected has announced the appointment of Lesley Avinou into the newly-created role of Group Director of Client Partnerships. Our strong client relationships are an essential part of what makes us different from other BPOs.

Groups 52

Groups Connections Leadership Government 52

ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Self-awareness is knowing what you are good at and identifying your limitations.

Customer Service 97

Customer Service Connections Sales Customer Experience 97

Daniel Group

NOVEMBER 30, 2022

What Did We Learn to Improve CX? First, we want to share some of what we learned to improve CX. a referral from a satisfied customer or an existing customer who does not “shop” because of service and product quality). – The Daniel Group 2022 Client Conference. how to use CX metrics most effectively.

Conference 98

Conference Groups NPS Net Promoter Score 98

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. This year has been the year of AI.

Self Service 89

Self Service Airlines Conference Call Center 89

BirdEye

SEPTEMBER 21, 2023

This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye. The product rankings are based on genuine customer feedback and other factors like media mentions and competitive comparisons. 96% would recommend Birdeye. star rating.

Report 111

Report Management Comparison Feedback 111