Blake Morgan

JANUARY 20, 2022

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Adam Toporek . Bill Quiseng . Chip Bell . Dan Gingiss .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. In this article, we’ll look at some of the new challenges that have emerged to impact contact centers. For contact centers, and managers responsible for providing excellent customer service, this has exacerbated personnel problems.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. AI Management Platforms enable contact centers to use bots that can automate routine tasks and power self-service options that help customers quickly find the information they need on their own.

Contact Center 130

Contact Center Self Service Analytics Banking 130

One Millimeter Mindset

APRIL 27, 2022

Or are there new opportunities awaiting you and it is time to seek these out? Do you wait for new ideas to be handed off to you to manage? Are You More Comfortable Managing Change Than Creating Change? The post One Millimeter Mindset® 2022 Blog Post Review #1 appeared first on Babette Ten Haken. Is it enough?

Innovation 90

Innovation Consulting Leadership Management 90

One Millimeter Mindset

SEPTEMBER 29, 2021

Professionally reset with these four blog posts. Because you are not supposed to be the project manager of the universe today. Plus, you may not have had time to thoroughly read these September blog posts. Are You A Go-To Complex Problem-Solver or a Problem Manager? I relieve you of that responsibility.

Innovation 88

Innovation Travel Leadership Meeting 88

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

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Social Media 133

Social Media Chatbots ROI Brands 133

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Trust both your incoming new partner & your outgoing incumbent to conduct the transition with professionalism – this won’t be their first rodeo. Don’t park your humanity at the door.

Customer Care 177

Customer Care How To Sports Case Study 177

NobelBiz

MARCH 24, 2022

As the number of calls in the queue lowers, new agents can detach and return to other activities. As the number of calls in the queue lowers, new agents can detach and return to other activities. The list of new customers grows as a result of the customers’ positive referrals. Lower investment required to recoup lost consumers.

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Trust both your incoming new partner & your outgoing incumbent to conduct the transition with professionalism – this won’t be their first rodeo. Don’t park your humanity at the door.

Customer Care 156

Customer Care How To Sports Case Study 156

ShepHyken

OCTOBER 4, 2019

Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand.

Brands 122

Brands Engagement How To ROI 122

Comm100

FEBRUARY 15, 2022

Tech industry developments for new demand. Any enterprise that wants the loyalty of its current customers and to attract new long-term customers must provide on-demand customer support across the whole customer lifecycle. The ride-sharing giant offers on-demand transportation anywhere in a consumer’s local area.

Self Service 130

Self Service Consumers Customer Service Social Media 130

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

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

ShepHyken

FEBRUARY 9, 2018

Brand advocacy simply means that people who love your brand will continue to support your company and promote your services or products to new customers organically. – the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company.

Customer Service Training 156

Customer Service Training Training Brands Customer Service 156

Forrester's Customer Insights

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Government 49

Government Customer Experience Management Employee Experience 49

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. Having basic manners can help you keep your existing customers and gain new ones. Read Shep’s latest Forbes article: Minimalist Simplicity: A New Recipe For Convenience.

Customer Service 114

Customer Service Training Customers Tips 114

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. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

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

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 5, 2019

In the age of customer experience, chatbots could be a powerful new way for businesses to differentiate themselves and capture the attention of their target market. Irina Kirnos is a Product Marketing Manager at RingCentral in EMEA. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken.

Chatbots 118

Chatbots Customer Experience Contact Center Ecommerce 118

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Some customer support software solutions have these built in, while other options can include an internal Wiki, blog, or Slack channel. Managing tickets as a unified support team.

B2B 110

B2B CRM Software B2C 110

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business.

Technology 99

Technology Customer Experience Hospitality Hotels 99

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. By the end of 2019, 2.7

Customer Experience 110

Customer Experience User Experience Customers Technology 110

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. Books for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers. Product Manager HQ.

Resources 80

Resources Management Conference Groups 80

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. An unhappy customer is the source of new possibilities. Shep Hyken. Disappointments can be delightful!

Poor Customer Service 112

Poor Customer Service Advertising B2B Policies 112

ShepHyken

NOVEMBER 23, 2018

A clear structure allows the customer to break up your explanation into manageable chunks. Instead of “Our new product is faster than ever”, consider “You can be faster than ever with our new product”. He and his team share tips about customer service and communication on the Userlike Blog. Element #4: Transparent.

Self Service 108

Self Service Effort Score Guidelines Tips 108

ShepHyken

SEPTEMBER 13, 2019

Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Implementing these 7 live chat best practices can contribute to customer success and positive word-of-mouth, and help your business grow through improved retention and new customer acquisition.

Customer Experience 111

Customer Experience Self Service Knowledge Base Communication 111

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. Manage Your Customer Lifecycle Properly to Maximize Opportunities. The post Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?

Loyalty Programs 107

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 107

ShepHyken

FEBRUARY 8, 2019

You can ask them about culture, their relationship with management and their peers, and the things they need to perform well in their given roles. This can lead to game-changing results and can shed light on new, innovative perspectives and approaches that you had not considered before. What You Can Do.

Omni-Channel 98

Omni-Channel Feedback Customer Experience Data 98

ShepHyken

DECEMBER 29, 2017

Things like in-store fashion advisors or coffee stations are examples of this, but retailers are constantly trying to think of new ways to get customers to walk through the doors. If mistakes are made, and there will always be customer service missteps along the way, it’s vital that the management and staff learn from the mistakes.

Infographics 91

Infographics Retail Customer Service Policies 91

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. Look for these POS features that can help at the register: Purchase history : Have you received new stock that a returning customer has bought before? It helps them manage stock.

e-support 91

e-support Retail System Sales 91

ShepHyken

JULY 12, 2019

At the heart of this is the need to create better customer experiences and deliver new services. Infusion of new technologies is critical, and this is where machine learning and AI prove their value. Adopting automation technology with machine learning and AI capabilities will improve how you manage your facilities at a high level.

Customer Experience 110

Customer Experience How To Roadmap Analysis 110

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Regular process reviews are crucial to adapt to new technologies and changing customer expectations.

How To 134

How To Chatbots Omni-Channel Social Media 134

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. And Other Noteworthy News. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. Click here to read the blog. Click here to read the blog. Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

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. Supporting technologies that will drive new levels of speed and efficiency. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80