Comm100

JUNE 25, 2020

It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Making It About You.

Customer Service 130

Customer Service Social Media Policies Consumers 130

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. Better Ad Optimization.

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

CustomerSuccessBox

SEPTEMBER 20, 2021

Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog. For Entrepreneurs by David Skok is a blog for entrepreneurs that publishes some of the best content on customer success. how to design and build a sales & marketing growth machine, etc.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service Training 153

Customer Service Training Training Brands Customer Service 153

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

How To 134

How To Chatbots Omni-Channel Social Media 134

ShepHyken

OCTOBER 4, 2019

Chances of repeated sales increase, if a customer forms a connection with your business. Chances of repeated sales increase, if a customer forms a connection with your business. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success.

Brands 121

Brands Engagement How To ROI 121

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Would you please stop using spreadsheets to track employee attendance?

Contact Center 52

Contact Center Call Center Trends Healthcare 52

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

ShepHyken

APRIL 5, 2019

When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Unfortunately, many companies assume that chatbots are reserved exclusively for basic customer service. From Customer Service to Customer Experience. That’s the kind of service that today’s chatbot can offer.

Chatbots 116

Chatbots Customer Experience Contact Center Ecommerce 116

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time.

Sales 108

Sales Customer Success Strategy Industry 108

Fox Metrics

AUGUST 14, 2020

times more likely to outperform their competitors in sales, be 6.5 That’s why in addition to our blog, we have rounded up the top 14 analytics websites that provide excellent insights, opinions, and latest information that can help you better leverage analytics in your company. FoxMetrics Blog 5. Moz Blog – Analytics 10.

Analytics 93

Analytics Data Social Media Analysis 93

ShepHyken

OCTOBER 26, 2018

Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary? This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. A star dropped.

Hotels 111

Hotels Hospitality Guest Experience Leadership 111

ShepHyken

MAY 31, 2019

A well-planned customer experience strategy can have an impressive impact on your organization, increasing customer satisfaction, reducing churn, and ultimately boosting sales, growth and profitability. Most of us are well-acquainted with the term “customer service”. What is the customer experience?

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

ShepHyken

FEBRUARY 22, 2019

People love the brand not just because the products are outstanding, but because their service is beyond exceptional. This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken.

Hotels 108

Hotels B2C Loyalty B2B 108

Steve DiGioia

FEBRUARY 24, 2022

We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. – Tip #37 appeared first on Steve DiGioia Customer Service Blog. TipsOnThursday.

Tips 208

Tips Study Sales Customer Service 208

ShepHyken

JUNE 7, 2019

This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history. Although 80% of companies believe they provide excellent customer service, a mere 8% of customers agree. Think again.

Connections 119

Connections Customer Centricity Consumers Culture 119

Steve DiGioia

MAY 17, 2021

Great customer service. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

NOVEMBER 23, 2018

The speed of service delivery has a massive effect on how customers view your support. Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Self Service 106

Self Service Effort Score Guidelines Tips 106

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Technology replacing humans.

Contact Center 111

Contact Center Self Service Banking Airlines 111

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. It helps them personalize their service.

e-support 89

e-support Retail System Sales 89

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. Not just accepted, in some cases it is preferred. – Shep Hyken.

Self Service 83

Self Service Knowledge Base e-support Groups 83

Steve DiGioia

MARCH 20, 2023

Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. When we got to one of our newer sales managers, I could already sense that she was a little nervous about this event. But they’re a VIP” , she kept on saying.

Groups 182

Groups Hotels Course Meeting 182

ShepHyken

APRIL 12, 2019

For example, Macy’s hired 1,500 employees at customer service call centers and countless more for sales floors across the country, while Target doubled its team dedicated to in-store pickups and curbside services. Yet, seasonal hiring is not unique to retail during the holidays. Set Realistic Expectations.

Customer Service 108

Customer Service Tourism How To Retail 108

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. This is where the benefits of a virtual web assistant truly shine.

Company 95

Company CRM e-support Resources 95

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 love this story and I think you will too! Shep Hyken . ” It’s a concept called “15 MINUTES OR LESS/15 DOLLARS OR LESS.”

Entertainment 113

Entertainment Conference Sales Leadership 113

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

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Subscribe to my blog.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Use social media as a forefront of customer service.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

Steve DiGioia

JULY 11, 2022

They’re remembered for their smiles, their empathetic conversations, and their attention to detail, just as much as the service they provide. Put their photos on the wall, let them greet the customers first, and let them be the ones who make the after-sale follow-up calls. A Star Employee Stands Out. But you can. Here’s what I mean.

Advertising 204

Advertising Sales Examples Management 204

ShepHyken

JUNE 1, 2018

Some aren’t comfortable with the interface, some don’t understand the product well and need help, while others aren’t satisfied with the support services. But this is what you need to improve your existing products or services further. Try inspecting all features or services that are responsible for hampering their user experience.

Software 103

Software Comparison Customer Satisfaction System 103

ShepHyken

JULY 28, 2017

Online sales are expected to grow to more than $400 billion by 2018. That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get. That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get.

Retail 79

Retail Social Media Travel Consumers 79

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Lots of organizations spend a lot of money on content creation to promote the sales of their products and services.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

ShepHyken

MAY 4, 2018

Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Improved customer service training.

Customer Experience 80

Customer Experience Advertising Sales System 80

ShepHyken

OCTOBER 19, 2018

Daniel Eisenhut • VP, Services & Support, Emarsys • @eisenhut_dan • LinkedIn. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Ask the Experts: How AI is Impacting CX? _.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. In fact, when a company engages their customers through social channels in this way, those customers go on to spend 20 to 40 percent more on products and services from that company.

Social Media 88

Social Media Customer Service How To B2B 88

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207