Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. The consumer experience is becoming easier, faster and more personable. Collaboration is an emerging theme.

Contact Center 130

Contact Center Self Service Analytics Banking 130

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. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience.

Strategy 251

Strategy How To Wait Times Customer Satisfaction 251

ShepHyken

OCTOBER 4, 2019

Customers, employees, lead generation, or profit. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. Smart businesses are now turning their heads to customer engagement platforms. An effective customer engagement platform allows you to reward your brand loyals.

Brands 121

Brands Engagement How To ROI 121

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Key Features and Benefits of Text Analysis Software When you’re in the market for text analytics software, it’s not just about slick interfaces (UI) or smooth user experiences (UX).

Analysis 394

Analysis Software Comparison Social Media 394

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Something that a lot of people ignore is the fact that your customers associate your company with the kind of treatment they get from the customer support employees. The importance of first impressions.

Customer Service 112

Customer Service Training Customers Tips 112

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many full-time employees do you have? What percentage of your employees live within an hour of your primary market?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! Did it delivery legendary customer experience? The post Guest Blog: “Good” vs. “Great” appeared first on Shep Hyken.

Hotels 120

Hotels Social Media Travel Brands 120

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee Engagement 107

Employee Engagement Engagement Software Technology 107

ShepHyken

FEBRUARY 9, 2018

Integrating a brand advocacy strategy into your customer service training will allow you to receive support not only from customers but from your own employees too. Leveraging employee advocacy is like killing two birds with one stone. Employees are only as productive as the available tools allow them to be. Ask for feedback.

Customer Service Training 154

Customer Service Training Training Brands Customer Service 154

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience? Understand your audience profile.

Customer Experience 118

Customer Experience Touchpoint User Experience Feedback 118

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. What is customer experience (CX)?

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Offering a Personalized Experience.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JUNE 7, 2019

There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans.

Connections 120

Connections Customer Centricity Consumers Culture 120

Comm100

MARCH 21, 2023

Customers appreciate the convenience, speed, and personalization of live chat, which has led 71% of customers to expect customer service through digital messaging platforms. This reveals how live chat platforms like Comm100 work, their key benefits, and the most popular use cases.

Self Service 193

Self Service Customer Service Strategy Omni-Channel 193

Comm100

MARCH 9, 2022

As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. . In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience.

Strategy 205

Strategy Omni-Channel e-support Financial 205

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A standard conflict resolution platform automates the process of managing complaints. The support platform reduces the cost of operations and increases employee engagement.

Poor Customer Service 110

Poor Customer Service Advertising B2B Policies 110

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants can take the lead when managing support tickets and updates to CRM platforms such as Zendesk and Salesforce. Virtual web assistants are an excellent solution for companies in need of a more personalized approach to their customer engagement strategy and can be trained to manage the customer experience entirely.

Company 96

Company CRM e-support Resources 96

One Millimeter Mindset

JULY 4, 2019

I offer these five customer retention strategy value blog posts for your reading pleasure. What is the value of your experience, when working with them? Do you provide the customer experience they are looking for? Enjoy reading these blog posts on customer retention strategy value. Subscribe to my blog.

Customer Retention 59

Customer Retention Strategy Customers Technology 59

Comm100

MARCH 23, 2022

In this blog, we’ll look at some of the ways credit unions can take advantage of this bouyant market by exploring four ideas to increase credit union membership. . Clearly, to attract new members it’s important for credit unions to provide an outstanding digital member experience. Say goodbye to platform switching! Read more.

Chatbots 242

Chatbots Social Media Banking Omni-Channel 242

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

ShepHyken

MAY 19, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. The bond is stronger when you win a customer back vs. someone who has had only a positive experience.

Social Media 74

Social Media Customer Service Consulting Customer Experience 74

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. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Culture 86

Culture Company Communication Employee Engagement 86

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Employees Are Actively Searching For A New Job.

Sales 72

Sales Net Promoter Score Customer Experience Effort Score 72

ShepHyken

JANUARY 4, 2019

Studies show that businesses that provide a positive experience to their buyers positively impact their profitability. For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue.

Customer Service Training 80

Customer Service Training Training Customer Service How To 80

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 92

Data Analytics Customer Retention Software 92

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault.

Communication 82

Communication Leadership Airlines Social Media 82

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Software 108

Totango

JULY 8, 2022

To “shift right” means to reorient your business from an acquisition-based operating model, where the focus is on top-of-the-funnel activities like marketing and sales, to a customer value-based operating model, where the entire organization is focused on providing valuable experiences to customers at every stage of the journey.

Self Service 104

Self Service CRM Customer Retention Customer Journeys 104

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. And that is the main focus of our blog.

Social Media 66

Social Media Ecommerce Guidelines Customer Service 66

ShepHyken

JUNE 29, 2018

businesses each year as a result of bad customer experiences. Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Better employee incentives may need to be in place to remedy it. The post Guest Blog: Struggling with Bad Customer Service?

Social Media 82

Social Media Customer Service System Touchpoint 82

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. The Winnie Chatbot has even gotten a CTR of 72 percent after its appearance on the Facebook Messenger platform.

Chatbots 90

Chatbots Customer Journeys Customer Experience How To 90

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. – Shep Hyken. The takeaway.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

Feedbackly

MAY 2, 2024

But did you know that having a strong customer experience strategy can help brands shine through the challenges? In fact, as per the latest CX trends , customer experience will be one of the top priorities of many businesses this year. Check out our blog on how AI can elevate CX in your brand !

Financial 52

Financial Strategy Customer Experience How To 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

CSM Magazine

JANUARY 17, 2024

In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. In this scenario, collaborating with a reliable, high quality Enterprise Video Platform can take your marketing strategy to the next level. How Can Enterprise Video Platforms Transform Communication?

Video 52

Video Communication Training Social Media 52

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. This blog post details the top social media best practices a business needs to use social media to its full potential. Document your visual style, tone, and voice so all employees can refer to it as needed.

Social Media 104

Social Media Guidelines Video Analytics 104

Totango

DECEMBER 8, 2020

Here are three data-driven steps managers can take to inspire their team to be more productive, effective, and accountable: Leverage employee visibility. Leverage Employee Visibility. Use a customer success platform to monitor employee’s progress on tasks, so you can ensure employees are: Focused on the highest priority tasks.

Customer Success 93

Customer Success Communication Meeting Touchpoint 93