Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. I write several times a week and I’m often asked how we come up with our content. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. Follow relevant publications.

Tips 110

Tips Social Media Leadership Exercises 110

Comm100

MARCH 25, 2024

On the other hand, chatbots on messaging platforms have greater discoverability than native chatbots, and can better keep up with customers by sending them push notifications. By giving customers clear instructions on how to interact with your bot, you will keep users on-track, and asking the right questions from the start.

Chatbots 243

Chatbots Customer Journeys User Experience System 243

Fox Metrics

AUGUST 14, 2020

However, maximizing your investment in analytics requires being up to date with industry trends and acquiring new tools to grow your market share. FoxMetrics Blog 5. Moz Blog – Analytics 10. The Forrester Research Blog 11. KPMG Blog There you have it; our list of the best analytics website blogs to follow.

Analytics 93

Analytics Data Social Media Analysis 93

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

Customer Success 52

Customer Success Case Study Resources Customers 52

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. . Focus On Web Design.

How To 52

How To Social Media Video Tips 52

CX Accelerator

MAY 25, 2022

If you have to, this means you have a problem or an unanswered question. A customer experience team had to plan it out and set this all up on the back end. And, as I am sure you already know, this may lead to longer wait times, more generic canned replies, less fully answered questions and resolved problems.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

ShepHyken

FEBRUARY 9, 2018

Asking the right questions will give you valuable insights for improving sales and building brand advocacy. Ask your sales team the following questions that will not only result in your team performing better, but will also help you become a better manager: What is the biggest obstacle to adding new customers?

Customer Service Training 152

Customer Service Training Training Brands Customer Service 152

ShepHyken

AUGUST 25, 2017

Today’s consumer wants to find a business’s Twitter, Facebook, or Instagram page, type a question and receive a knowledgeable response nearly right away. Is your business able to pay someone to do this and keep up with the demand? They can tackle most questions immediately. Provide short answers to questions.

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey. Most of us associate customer feedback with, well, customers. If it does, why?

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

ShepHyken

JULY 5, 2019

If chatting on iMessage with your friends has become second nature, then the big question is: How can you communicate online with your clients and still get the message across, as you would face-to-face? Nowadays, if a customer runs into a problem, their first thought isn’t to pick up the phone. It’s to head to Google.

Communication 120

Communication Self Service Social Media Knowledge Base 120

SurveySensum

MAY 6, 2024

In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. The following strategies will prove helpful in making yourself stand out from the crowd. Answering the following questions may be helpful: What do you aim to offer solutions for?

Brands 52

Brands Strategy Social Media Video 52

SurveySparrow

JANUARY 9, 2021

Wondering how to create a food blog in 2020, but have absolutely no idea on how to start one? And starting a blog on food can be the best passive income stream that you want to choose. Or with a little bit of more effort and hard work, you can even take it a notch higher and know how to start a food blog and make money.

How To 52

How To Entertainment Travel Survey 52

ShepHyken

APRIL 19, 2019

One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. The Power of One Question. Rather than bombarding customers with lots of questions, try limiting your interactions to just one question.

Survey 102

Survey Feedback Retail Consumers 102

ChurnZero

DECEMBER 29, 2020

Though more often than not, we ended up with the gross strawberry cream flavors.). Some of us sped up. Top 10 Blog Posts from 2020. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Steve DiGioia

JUNE 12, 2023

Personalize Your Communication If you’re sending a follow-up email or message, make sure to address the customer by name and include any relevant details from your previous conversation. I’m following up on our conversation from last week about [topic]. Please let me know if you have any questions.

Tips 189

Tips How To Communication Loyalty 189

ShepHyken

DECEMBER 21, 2018

Follow up to check in. Businesses often fail to follow up on closed tickets to ensure the resolution is working and no further problems exist. Send follow-up emails to the customer after a week to ensure that no further problems have appeared and everything is running smoothly. How is a CSAT score measured?

Customer Satisfaction 94

Customer Satisfaction CRM Culture Social Media 94

ShepHyken

FEBRUARY 23, 2018

If you have concerns or needs in the situation or something you’d like to suggest, speak up- not aggressively, but with compassion and a desire to connect. We must be scrupulous about promising only the things we are able to deliver and follow through on whatever we promise. It made me want to scream.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

ShepHyken

APRIL 12, 2019

The following are four quick tips for ensuring that, whether seasonal employees play a primary or complementary role in customer-facing operations, they are equipped to provide a heightened experience for all customers. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken.

Customer Service 107

Customer Service Tourism How To Retail 107

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Omni-Channel 88

Omni-Channel Customer Service Study Social Media 88

Comm100

AUGUST 8, 2022

If you feel like you need to catch up on what chatbots are and how they work, you’ve come to the right place. In this article, we’ll answer your questions like “what is a chatbot?” The bot is then able to draw from these resources when customers ask common questions. Now that we’ve answered the question “what is a chatbot?”,

Chatbots 203

Chatbots Customer Service Knowledge Base Social Media 203

Brandwatch CX

JANUARY 29, 2024

So to get started, consider the following: Who are your audience and what channels do they use? Are you going to set up paid ads? It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. How do they use these channels?

Social Media 98

Social Media Tips Groups Brands 98

ShepHyken

MAY 4, 2018

The answer to this question extends beyond the value proposition and calls for doing each of the following: Create an easy path to purchase. Answer as many customer questions as possible without requiring the customer to contact you. Back up technology with live salespeople. Explain what will happen next.

Customer Experience 79

Customer Experience Advertising Sales System 79

ShepHyken

JANUARY 12, 2018

No question. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog. Many feels (and some are told) they are not there to think but to follow the script. Poor follow through. No question. Employees don’t care.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. Shep Hyken. They were actually the flowers we had at our wedding.

Policies 84

Policies Leadership Customer Service Customers 84

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Pay-as-you-go models curb operating expenses and eliminate the need for large up-front capital outlays.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. I was re-booked there the following year, right? I was referred to a colleague who booked me the following year, right?

Entertainment 112

Entertainment Conference Sales Leadership 112

Gainsight

NOVEMBER 20, 2019

That’s a lot to keep up with. In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Want to get right to the good stuff?

Resources 80

Resources Management Conference Groups 80

ShepHyken

OCTOBER 25, 2019

Let’s build it from the ground up. Start some questions with “tell me about a time that you…” the idea is to prompt your candidate to talk about their successes and failures and get a gauge on how empathic they are. Who you hire, then how you lead them. So how can we do it? Recruitment.

Call Center 76

Call Center Leadership Contact Center e-support 76

AWS Machine Learning

AUGUST 30, 2023

Our latest QnABot releases, v5.4.0+, can now use an LLM to disambiguate customer questions by taking conversational context into account, dynamically generating answers from relevant FAQs or Amazon Kendra search results and document passages. The following screenshot shows an example. QnABot makes it straightforward to experiment!

Self Service 102

Self Service Contact Center Multi-Channel Knowledge Base 102

ShepHyken

JUNE 1, 2018

Website visitors are bound to raise questions about a particular product or service. So, ensure that all the options at hand are compared on some of the following basis stated below. No doubt that signing up for a 15-days, no obligation trial may prove beneficial for you to know the product better. Let’s Sum It Up….

Software 102

Software Comparison Customer Satisfaction System 102

delighted

SEPTEMBER 21, 2023

These testimonials also serve as social proof , or the psychological concept of influencing people to follow the actions and opinions of others. Blog post testimonials Asking customers to detail their testimonials in a blog post is an excellent long-form format of social proof.

Examples 84

Examples Net Promoter Score How To Case Study 84

ShepHyken

NOVEMBER 15, 2019

When you need help from a business, nothing is more frustrating than to hear the “we are experiencing unusually high call volume” message as soon as the call picks up. Do you need help with one of the following transactions?”. Get Straight to the Point. Stop Pushing Buttons.

Self Service 93

Self Service Customer Experience Contact Center Interaction 93

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

2020 Research

AUGUST 16, 2023

This feature allows you to send follow-up with appropriate questions at specific times correlating to assignments, and is an ideal way to add time-sensitive follow-ups to probe for further insights. One such innovation to enhance your research efforts is the Customized Ping-Back Timing feature in QualMobile.

Study 92

Study Innovation Customers Meeting 92

PeopleMetrics

SEPTEMBER 24, 2018

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Market research is generally focused on getting an answer to a specific strategic question, so studies have a distinct beginning and end. Market research budgets are being tightened, but the strategic angle of market research questions never really goes away.

CEM 226

CEM Marketing Advertising Study 226

ShepHyken

FEBRUARY 24, 2017

This week on our Friends on Friday guest blog post my colleague, Kathleen Hettinger, discusses the importance of handling breaking news and how your organization should be prepared. The following are key areas to consider. In this age of 24/7 news, I find this a pertinent subject for all of us. Shep Hyken. Team Coordination.

Contact Center 84

Contact Center Social Media Guidelines Training 84

ShepHyken

JANUARY 26, 2018

After a half hour, I ended up having to call my friend at 3:30 AM. That’s good advice, and following it can improve listening. Connecting on a personal level – Front-line employees can be trained to start each interaction by asking a question like, “Where did you travel from to see us?” Follow @ehackel.

Training 83

Training Leadership Consulting Exceptional Customer Service 83