ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 121

Brands Engagement How To ROI 121

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll also show you how technology can help you automate your engagement strategy. Reward Customer Loyalty.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 132

Social Media Chatbots ROI Brands 132

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Because of the nature of online retailers, many of these companies never actually come face-to-face with their customers. 2) Online Retailers.

Industry 136

Industry Self Service Customer Service Banking 136

Ecrion

SEPTEMBER 3, 2020

How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. Customer engagement has always been a key element of any business marketing strategy. However, the digital age has made it easier and more important to engage with customers in positive ways. Newsletters.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

NICE inContact

SEPTEMBER 11, 2019

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with.

Customer Service 136

Customer Service Omni-Channel Social Media CRM 136

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Finding and keeping employees. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers.

Customer Retention 52

Customer Retention How To Guidelines Tips 52

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. Out of all the channels of customer service, live chat is the one customers prefer the most.

Chatbots 146

Chatbots Customer Service e-support Customers 146

Uniphore

MARCH 6, 2017

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.

Customer Service 149

Customer Service Innovation Loyalty Customers 149

SmartMessage Blog

JULY 13, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

Experience Investigators by 360Connext

NOVEMBER 19, 2014

We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We feel defeated scheduling a repair, knowing our days will be subject to the 4-hour window when the service person might appear. Because in truth, we do get it. We get it.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. What if that is contrary to long-term loyalty?

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Totango

APRIL 16, 2021

Personalized customer engagement promotes more active use of your product and stronger relationships with your brand. Personalization builds customer trust in your brand, strengthening your relationship. Learn what types of communication you can personalize and what techniques you can use to promote personal engagement.

Customer Engagement 69

Customer Engagement Engagement Communication Customer Success 69

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

Think Customers

NOVEMBER 24, 2014

As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. 1to1Media.com/weblog.

Customer Engagement 107

Customer Engagement Tips Engagement Retail 107

Experience Investigators by 360Connext

MARCH 5, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Service 110

Customer Service Sports Social Media Communication 110

Stella Connect

DECEMBER 7, 2021

For answers, our team at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to uncover key drivers of customer sentiment , behavior, preferences, and loyalty. 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report. 1: Response time. #2:

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How Do You Keep Focused on Supporting and Engaging Customers?

Financial 208

Financial Metrics Loyalty Customer Service Representative 208

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. If there are several bad experiences in a row, the customer is going to lose faith.

Banking 286

Banking Loyalty Culture Social Media 286

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Lumoa

MARCH 9, 2023

By taking the time to genuinely listen, understand, and empathize with customers’ needs and concerns, businesses can create an emotional bond that goes beyond just a transaction. This way, customers feel heard, valued, and appreciated—all of which are key elements in creating trust and loyalty with customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. The post Guest Blog: Do customer experience teams take cyber security risks?

Customer Experience 103

Customer Experience Policies Government Customers 103

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Can you imagine if these stats held true for customer service questions via the phone? Now, some companies have entire teams dedicated to the 24/7 world of social customer service.

Social Media 110

Social Media Customer Service Call Center Study 110

Lumoa

OCTOBER 26, 2022

Customer Experience Forum | April, 18-19 | Vienna, Austria. 19th Annual Customer Contact East | April, 23-26 | Fort Lauderdale, US . Contact Center & Customer Services Summit | April, 24-25 | London, UK. Customer Experience Excellence Live – A Virtual Conference | May 2-4 | Online.

Conference 236

Conference Customer Experience Contact Center Financial 236

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. .

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52