Lithium

DECEMBER 31, 2021

Your brand will be stressed no matter what -it's best to eliminate the stress you can control, rather than come at it flat-footed. While below are some helpful tips, it’s critical to take a day-by-day, or even hour-by-hour approach, and evaluate what next steps make the most sense for your brand as events continue to develop.

Brands 40

Brands Management Chatbots Resources 40

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP.

Self Service 130

Self Service Consumers Customer Service Social Media 130

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 295

Social Media Brands Management Analytics 295

ShepHyken

OCTOBER 4, 2019

These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. An effective customer engagement platform allows you to reward your brand loyals.

Brands 121

Brands Engagement How To ROI 121

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Train your sales team using the right technology.

Customer Service Training 154

Customer Service Training Training Brands Customer Service 154

Alliance by IFS

JANUARY 31, 2022

Mads Rydder, The post IFS Customer Success team blog: Mads Rydder appeared first on IFS Blog. IFS Customer Success Services all start and end with one key element: a global team of committed professionals.

Customer Success 65

Customer Success Customers System Report 65

ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Customer Experience 118

Customer Experience Touchpoint User Experience Feedback 118

Comm100

JUNE 25, 2020

Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. It can actually hurt your brand in the long run. You can find her on LinkedIn.

Customer Service 130

Customer Service Social Media Policies Consumers 130

ShepHyken

APRIL 5, 2019

The latest chatbots aren’t just there to answer questions; they can organize the often-complicated customer journey into a seamless and customised cycle, allowing brands to engage with their customers in a more impactful way. For many modern brands, chatbots represent the first step in a move to digital agility and transformation.

Chatbots 117

Chatbots Customer Experience Contact Center Ecommerce 117

C3Centricity

FEBRUARY 13, 2024

I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

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

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. Why Knowledge is power We live in a knowledge-based economy, with customers demanding more detailed information from brands, across more channels than ever before. Published on: January 09, 2020.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

AUGUST 2, 2019

On the phone, contact is easier to manage due to the fact that you can get away with your body language and facial expressions. This might seem like common sense, but many people ignore brands with rude employees. The post Guest Blog: The Importance of First Impressions in Customer Service appeared first on Shep Hyken.

Customer Service 112

Customer Service Training Customers Tips 112

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

OCTOBER 11, 2019

Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business. As a reader of Shep’s blog, I’ll assume you know you’re in the people business. Read Shep’s latest Forbes article: Ten Ways To Handle A Brand Crisis.

Technology 97

Technology Customer Experience Hospitality Hotels 97

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. How do you get them to stay loyal to your business?

Loyalty Programs 106

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 106

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. This week we feature an article by John Boccuzzi Jr. Shep Hyken.

Customer Experience 109

Customer Experience User Experience Customers Technology 109

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. If your product managers say they would rather use their experience to set the prices, do not believe them.

Retail 106

Retail Customer Experience How To Ecommerce 106

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Performance Management Software Solutions.

Employee Engagement 107

Employee Engagement Engagement Software Technology 107

ShepHyken

DECEMBER 14, 2018

Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust.

Customer Experience 104

Customer Experience Policies Government Customers 104

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Steve DiGioia

FEBRUARY 7, 2022

I love this description of company standards from The Hartford Company: “Your standards define how your company acts, which, in turn, builds trust in your brand. They can be guidelines that describe quality, performance, safety, terminology, testing, or management systems, to name a few. ” Are Company Standards Important?

Guidelines 345

Guidelines Leadership Financial Course 345

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 111

Marketing Social Media Advertising Tips 111

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Strategy 116

Strategy Management Social Media Brands 116

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 75

Customer Service Management Retail e-support 75

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective. Give credit where credit is due.

Culture 86

Culture Company Communication Employee Engagement 86

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. Table of contents What is restaurant reputation management? Restaurant reputation management refers to the processes you use to track, respond to, and address customer feedback.

Tips 109

Tips Management Social Media Feedback 109

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Joel Gottesman is a practicing attorney, customer service enthusiast, husband, father, and admirer of customer-centric brands. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs.

Customer Service 109

Customer Service Tourism How To Retail 109

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. The post Guest Blog: Hiring and Leadership to Improve CX in Your Call Center appeared first on Shep Hyken.

Call Center 76

Call Center Leadership Contact Center e-support 76

BirdEye

DECEMBER 5, 2023

That’s why mastering business reputation management (BRM) is not just a smart move – it’s a requisite for your company’s success. In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

ShepHyken

OCTOBER 27, 2017

Over the years, brands have experimented with a variety of methods to most effectively serve their customers. Incorporating empathy into the business world shows that you and your brand care about your customers on a personalized level, and you prioritize methodical and timely interactions.

Customer Service Strategies 84

Customer Service Strategies Strategy Customer Service Hotels 84

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. It’s essential to differentiate between brand image and brand reputation.

Brands 260

Brands Management Social Media Effort Score 260

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Workforce Engagement Management is absolutely crucial to the success of CX. Engagement isn’t just about keeping people focused on their day-to-day workload.

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

ShepHyken

NOVEMBER 30, 2018

Consistency instead refers to a singular, on-brand commitment to customer centricity. Brian Cantor is the Principal Analyst for the Customer Management Practice. Additionally, he serves as managing editor and director for CCW Digital, which is the largest web publication and community for customer experience professionals.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

ShepHyken

OCTOBER 19, 2018

For the customer, AI will create a better experience, especially in the retail realm where brands will know more and be able to do more with the data they’ve collected about a particular person. Alex Bekhterev • Program Manager, Americas, Emarsys • LinkedIn. Conclusion. _. appeared first on Shep Hyken.

Customer Service 111

Customer Service e-support Chatbots Automotive 111