ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. When employees are engaged and motivated, they are more likely to deliver exceptional customer service.

Employee Engagement 135

Employee Engagement Engagement Strategy Effort Score 135

Lumoa

AUGUST 25, 2020

They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet. But what is customer engagement? This article will answer all those questions. What Is Customer Engagement? Customer engagement is one of them. Don’t worry though!

Customer Engagement 208

Customer Engagement Engagement How To Social Media 208

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? In today’s business environment, customer engagement plays a role in achieving success. Many companies are now turning to support services to enhance their customer interactions. Consider incorporating support services as a solution!

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

Playvox

DECEMBER 13, 2022

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

Interaction 84

Interaction Contact Center How To Self Service 84

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) consumers.

Customer Service 58

Customer Service B2C B2B Travel 58

Comm100

MARCH 30, 2021

What is omnichannel customer engagement? They don’t see things in terms of “platforms” and “channels” — all they want is a direct line to the company, where they can make a new inquiry or resume whatever interaction they left off on. Omnichannel customer engagement connects all the key digital channels together.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Comm100

FEBRUARY 1, 2022

However, with pent-up demand and anticipated surge in international enrollment in 2022 following the end of pandemic restrictions, schools need to get prepared so they can connect, engage, and attract international students. . Gen Zers now expect to engage with a brand whenever they choose. Be available where they are .

Engagement 190

Engagement Omni-Channel Chatbots Social Media 190

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Eptica

SEPTEMBER 17, 2023

Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency.

Customer Engagement 62

Customer Engagement Engagement Customer Service Customers 62

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. What is B2B Customer Experience? Why is B2B CX Important? Customer relationships.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Michelli Experience

OCTOBER 17, 2017

In fact, a recent Harvard Business Review (HBR) article suggests that leaders of profitable businesses spend the predominance of their time with people, not technology. Leadership involves high levels of human interaction and effective communication. With regards to these two questions, I know I am on solid ground. Lead Contact.

Interaction 203

Interaction Technology Leadership Consulting 203

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. It’s common for businesses to have clear standards on how employees should interact with customers. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

TechSee

JANUARY 24, 2023

While visual engagement often improves multiple KPIs within the call center, this article will focus on the relationship between the efficient use of visual assistance and the direct effect on AHT. Visual support is the best tool in your toolbox, so use it early in the interaction.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 56

Customer Service Retail Consumers Metrics 56

CloudCherry

JUNE 13, 2019

Developing efficient visual engagement tools is a huge help for banks to push more towards successful customer engagement. Read to know how visual engagement tools can streamline the customer’s online banking experience. Chatbots are just one of the fastest-growing visual engagement tools in the banking industry today.

Banking 267

Banking Tools Engagement Chatbots 267

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article explains the role is “transitionary,” however I believe that there is no destination. This excellent article is written by a Ph.D.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

BirdEye

MARCH 27, 2024

Social media management tools Impact of Twitter impressions on engagement 6 ways to increase impressions on Twitter 1. Developing engaging content 3. We often only worry about our social media marketing campaigns’ click rates, engagement rates, and followers. Twitter Analytics 2. Individual tweets 3.

Engagement 64

Engagement Social Media Analytics Metrics 64

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. A touchpoint is any contact or interaction a customer has with your organization. And for good reason!

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

CSM Magazine

NOVEMBER 7, 2018

By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Investing in overall brand experience for customers is one of the most important aspects of any business. Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX).

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

SurveyGizmo

FEBRUARY 12, 2020

The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. And at the forefront of this trend is Four Winds Interactive (FWI). Employee engagement is more important than ever before.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

Playvox

FEBRUARY 27, 2024

Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement?

Engagement 73

Engagement Contact Center How To Employee Engagement 73

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article was enough to intrigue me to want to read it. Here are my top five picks from last week.

Customer Service 134

Customer Service Employee Experience Customer Service Training Strategy 134

SurveySensum

JANUARY 12, 2024

And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. This article aims to provide actionable insights into humanizing customer feedback processes. This will open the door to deeper consumer interaction and understanding.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Read the full article on their benefits on our parent company Enghouse Interactive’s site. Published on: February 25, 2022. Share this page on: Tweet.

Self Service 125

Self Service Engagement System Interaction 125

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. The best way to gain this information is through customer engagement. Onboarding is one of the first times your customer engages with your business. Why You Need a Customer Engagement Platform.

Customer Engagement 103

Customer Engagement Tools Engagement Knowledge Base 103

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Start by reading this article.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

GetFeedback

APRIL 19, 2018

Survey Tip #2: Add interactive surveys to your website. Learn more about engaging with customers through Website Surveys. Survey Tip #3: Embed surveys into knowledge base articles. But how can you be sure your help articles are answer questions effectively? Learn more about embedding surveys into emails.

Tips 170

Tips Survey Engagement Effort Score 170

Comm100

APRIL 6, 2020

Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean? If you’re still not sold on the concept, here’s how other ‘omni’ words can reveal the benefits of omnichannel customer engagement.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Upstream Works

SEPTEMBER 1, 2020

So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. In fact, the two have a cause-and-effect relationship.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. A touchpoint is any contact or interaction a customer has with your organization. And for good reason!

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137