InMoment XI

SEPTEMBER 27, 2023

In this blog, we will delve specifically into the UK insurance industry. As we break down the findings from the report, we unveil the strategies used by top CX leaders to achieve a high net promoter score and gain customer loyalty. So, what sets NFU Mutual apart and positions them at the forefront of the industry?

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

Comm100

APRIL 2, 2024

A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential. 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.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. But, that data is necessary to guide strategy.

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

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. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

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. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

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. Adopt these strategies to transform your customer service into a more dynamic, efficient, and customer-centric component of your business.

How To 134

How To Chatbots Omni-Channel Social Media 134

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. Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable.

Customer Service Training 153

Customer Service Training Training Brands Customer Service 153

ShepHyken

APRIL 5, 2019

Imagine searching for a unified communication strategy online and meeting a professional who can make a specific recommendation on the tools and packages that your business needs. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. Personalizing the Customer Experience.

Chatbots 116

Chatbots Customer Experience Contact Center Ecommerce 116

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Positive recommendations are extremely valuable, helping businesses to grow.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

JANUARY 11, 2019

Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. Positive feedback can also be used in a meaningful way. Coming up with a closing the loop strategy.

Examples 94

Examples Feedback Strategy NPS 94

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. This blog explores the decline of public trust in government, backed by data from the U.S.,

Government 196

Government Communication Self Service Chatbots 196

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. The insights that stem from this data will help make every interaction a positive one.

Customer Experience 108

Customer Experience How To Roadmap Analysis 108

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. Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. Plan to work on turning the complaints into positive relations.

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

Comm100

SEPTEMBER 12, 2023

Recruitment strategies : Create campaigns tailored to engage with more potential students and increase applications. Continuous assessment : Regularly review and adjust strategies based on data and changing circumstances. Develop strategies : Based on your goals, create specific strategies to address them.

Management 158

Management Financial Resources Strategy 158

ShepHyken

NOVEMBER 9, 2018

If you’re not familiar with the concept of using a virtual web assistant, consider how beneficial it would be to pass on busy assignments and day-to-day process to an experienced personal assistant, while you concentrate on higher-level department strategies and development. Email and Phone Support. Order Processing.

Company 95

Company CRM e-support Resources 95

BirdEye

NOVEMBER 21, 2023

Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results. This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing.

Marketing 110

Marketing Social Media Advertising Tips 110

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. Do Our Professional Labels create Positive Customer Experiences? First, read and re-read this blog post. Book a 40-minute strategy appointment with me. Subscribe to my blog. is available on Amazon.com.

Customer Experience 59

Customer Experience Culture Customers Strategy 59

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Here are a few things that you need to keep in mind as you reinvent your strategies to keep up with the consumers. Customers are connected.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. In this article, Acquire shares their top five tried-and-tested strategies to help reduce churn and iron out your customer experience. We believe Customer Success is positioned to have a banner year in 2021 as they leave the pandemic stronger than before.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

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 109

Customer Experience Self Service Knowledge Base Communication 109

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. Sales By addressing customer queries and concerns in real-time, live chat can positively influence purchasing decisions, leading to increased sales and conversion rates.

Abandon Rate 236

Abandon Rate Chatbots Customer Service Representative Knowledge Base 236

ShepHyken

SEPTEMBER 28, 2018

One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. One or a combination of the digital strategies mentioned here will lay the groundwork for a highly engaged workforce and positive outcomes for the business over time.

Employee Engagement 107

Employee Engagement Engagement Software Technology 107

ShepHyken

JUNE 28, 2019

The World Economic Forum’s 2019 report on job reskilling finds that it will be possible to transition as many as 95 percent of at-risk workers into positions that have similar skills and higher wages, although to achieve that level will be costly and require public-sector involvement. Not going away.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Comm100

MARCH 21, 2023

In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain a competitive edge. In the next of our customer service improvement strategies, we’ll look at how organizations can supercharge self-service with AI.

Self Service 174

Self Service Customer Service Strategy Omni-Channel 174

Comm100

FEBRUARY 26, 2024

As a result, it also serves as a yardstick for aspiring students, guiding their application strategies and decisions. This blog will delve into the acceptance rates of American universities across the country – from the notoriously low Ivy League acceptance rates, to much higher What is acceptance rate?

Metrics 172

Metrics Strategy Engagement Marketing 172

ShepHyken

AUGUST 25, 2017

Exclamation points can work well for positive situations. #3: With a 10-year track record in building, growing and strategically shaping operational functionality in all his ventures, Reuben assists SMBs align business strategy with culture and improve overall corporate infrastructure. A smiley face here or there works well!

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. This is leading to increased brand loyalty as customers experience repeated positive interactions with the brand. . Product testing is another area where AR/VR provides a tremendous positive customer experience. .

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CSM Magazine

APRIL 11, 2024

When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. These materials will demonstrate your preparedness and professionalism, setting a positive tone for the talks. Maintain a positive and respectful tone throughout the negotiation process.

Strategy 52

Strategy Social Media Video Transportation 52

ShepHyken

OCTOBER 27, 2017

When the topic of customer service comes up, the most common associations aren’t typically positive ones. By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again.

Customer Service Strategies 84

Customer Service Strategies Strategy Customer Service Hotels 84

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. Goal: Improve Customer Loyalty. It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

BirdEye

DECEMBER 8, 2023

If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. How to build a strong corporate reputation management strategy?

Strategy 115

Strategy Management Social Media Brands 115

BirdEye

OCTOBER 16, 2023

SEO reputation management is equal to your business having a positive online presence, especially on the first page of SERPs. In this blog, we’ve shared the 3 *not-so-secret* strategies you can use to boost your SEO reputation management. But your website is ground zero for your online reputation management SEO strategies.

Strategy 109

Strategy Management Brands Video 109

Totango

FEBRUARY 9, 2024

The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. It ensures your business maintains a strong field position, denies any losses, and fortifies your financial end zone.

Metrics 109

Metrics Measurement Strategy Examples 109

ShepHyken

DECEMBER 13, 2019

Establish a timeline and define your goal/s and philosophy, plan your strategy, create realistic targets and decide if you want to focus on quick-wins or long term ROI. Vendors must have a realistic, positive attitude towards your brand – they should be eager to work with you and help grow your business. Map out your journey.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

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. Click here to read the blog. Click here to read the blog. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71