ShepHyken

MAY 10, 2019

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Sadly, even in the era of digital media and sharing, many organizations still fail to allocate enough resources to their customer support.

Resources 110

Resources Customers Groups Customer Service 110

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 108

B2B CRM Software B2C 108

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. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . What has changed?

Chief Customer Officer 189

Chief Customer Officer Leadership Case Study Resources 189

BirdEye

DECEMBER 12, 2023

In this blog, we’ll explain what voicemail recordings are and how to make them effective. Table of contents What is a voicemail? Please leave me a message with your name and number, or text [phone number], and I will get back to you as soon as possible. It gives them context and explains why you didn’t pick up.

Examples 59

Examples Automotive Communication Sales 59

BirdEye

OCTOBER 11, 2023

And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Industry Customer Experience Self Service 111

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? ” The CMO is still the Chief Marketing Officer, but now they’re the defacto Chief Experience Officer. And business goes back to the status quo of focusing on internal processes. There’s a scenario that seems to repeat itself. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. What you need: ? What you’ll need: ? Hugh Beaulac, ? MC2 Bid4Papers ?.

Communication 88

Communication Training Groups Tips 88

Kayako

MARCH 21, 2017

Customer trust is a reciprocal behavior to what they receive. Gaining customer’s trust is important not only to make them loyal and come back, but also so they insist their friends do business with you too. Why customer trust is important for brand loyalty. Why customer trust is important for brand loyalty.

Interaction 211

Interaction How To Self Service Customers 211

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

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. Fireside chat with Google Dave: Hello, everybody. That’s the front door.

Brands 111

Brands Data Technology Consumers 111

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Examples 75

Examples Customer Experience Hotels Social Media 75

Circular Edge

JANUARY 31, 2023

Blog Credit: Tom Kelly, January 30, 2023 (7 Success Factors In Building a Highly Effective Office of the CFO | NetSuite) An important key to success for any growing company is to ensure the office of the CFO evolves beyond its traditional focus on record to report. Deadlines are also getting tighter.

Financial 52

Financial Government Competitive Advantage Analytics 52

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. Maximize Your Return on Investments. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 73

Return on Investment Competitive Advantage ROI Effort Score 73

ProProfs Chat

OCTOBER 30, 2020

Some of them like the new ‘work from home’ scenario, while others prefer the old ‘work in office’ culture. The answer lies in the return to work survey to gauge employee preparedness to resume work from office. The answer lies in the return to work survey to gauge employee preparedness to resume work from office.

Survey 102

Survey Transportation How To Travel 102

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. The assessment looks at what parts of your organization are where on the journey toward being Natura l, which describes those companies that are most customer- centric.

Company 160

Company Customer Centricity Leadership Consulting 160

ijgolding

DECEMBER 30, 2014

Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days. If you can remember what you were doing on the 30th December 2013 you will know what I mean! On this very day, I went to collect a parcel at my local Royal Mail sorting office.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Customer Bliss

NOVEMBER 22, 2017

So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past year. Always Showcase the Quantifiable Value of What You Do.

Chief Customer Officer 0

Chief Customer Officer Exercises Groups Industry 0

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. What came to my mind was that customers behave like kids sometimes. I shared this idea with my colleagues from the content team, and they were outraged: “What? Why would they?” Decide what to write about on your blog.

Social Media 66

Social Media Ecommerce Guidelines Customer Service 66

Russel Lolacher

JUNE 19, 2022

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace. Workplace Wisdom Blog. And here is why she is awesome. She’s the author of the workplace wisdom blog. PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Consulting Leadership Management 98

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. It’s taken many different forms from outsourced, to remote work, and now it’s back to the office. We had two main offices before our London team was even born, and we are in no way outsourced (if anything, we’re offshored to Europe!).

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Brass Tack Thinking Blog. What can trigger it. And here is why she’s awesome. Dear F **s Newsletter. PLAY AND SUBSCRIBE. Russel Lolacher.

Culture 111

Culture Study Leadership Employee Experience 111

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Thinking back to previous organizations that I’ve worked in, power was defined by the number of people that reported to you. There is a surprising lack of literature on company politics.

Company 148

Company Management Consulting Measurement 148

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . If you take care of your customers from day one, you create a kind of kick-start for new customers,” Meyns said on the business’s blog. Why not just sell to anyone, while also investing more into healthy customers?

Customer Success 98

Customer Success B2B Metrics Strategy 98

BirdEye

APRIL 19, 2023

But first, let’s go over what makes a small business idea worth pursuing. Low entry barriers As enticing as it might be to build your dream restaurant or auto shop, you’ll want to be realistic about what you can do initially. We’re here to help. Your business should fill an area of the market that’s lacking.

Social Media 97

Social Media Consulting Ecommerce Financial 97

NICE inContact

JUNE 14, 2016

Naturally, I did what many of my fellow millennials would do and took my issue to social media. After 20 minutes had dragged by I still hadn’t heard back. After 20 minutes had dragged by I still hadn’t heard back. Apparently their social media was as backed up as their contact center.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

CX Journey

DECEMBER 16, 2014

One of my horses was named Rusty, and he was what many would call "barn sour" and "herd bound;" he either didn''t want to leave the barn or leave the other horses. Probably not so different from what keeps your customers coming back, too. Bain & Co Most important marketing objectives?

Customer Retention 209

Customer Retention Advertising Metrics Customers 209

Inbenta

SEPTEMBER 29, 2022

In this blog, we’re covering 6 effective ways to reduce high call volume in your call center to help your agents respond to calls in a timely manner and improve the overall customer experience. Understand why call volumes are high in call center. A call center experiencing higher than average call volume is stressful. The result?

Call Center 52

Call Center Self Service Chatbots e-support 52

C3Centricity

MAY 25, 2020

Then let me explain why I believe it’s not quite that simple. . In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. So what should you do? Were you surprised to read the title of this post? Is this your case? The Current Situation with Data. The Opportunity.

Technology 194

Technology Analysis Data Consumers 194

Retently

OCTOBER 19, 2018

Well, that’s where the Chief Customer Officer comes into play. Well, that’s where the Chief Customer Officer comes into play. What Is a CCO? CCO stands for Chief Customer Officer. The second approach definitely sounds more complex, expensive, and like it requires a ton of effort. How Did the CCO Position Come to Be?

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Daniel Group

NOVEMBER 12, 2019

In our recent blog, 5 Reasons to Make Thanksgiving a Habit , Doug Fowler, our COO, outlines the personal benefits of being grateful every day. What about your employees? Too often we forget about our “invisible” back-office staff and their impact on customer experience. The first step is to… Thank them!

Strategy 40

Strategy B2B B2C eBook 40

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. But what tools do we give to employees to prepare them to deliver a great customer experience? What tools do we give them to help them understand why being customer-focused and customer-centric is paramount? I originally wrote today's post for Clicktools.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. I recently wrote a blog post with key questions to help potential CCO candidates prepare for their interviews in the challenging role. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

Beyond Philosophy

JULY 29, 2019

When people asked what I did, I used to say, “I play chess.”. Why Office Politics are Worth Managing. I’ve worked in several organizations, and they have all had office politics. You also need to be skilled in managing office politics. I learned a few more things about managing office politics, too.

Consulting 104

Consulting Course Meeting Management 104

BirdEye

FEBRUARY 29, 2024

These statistics underscore Google’s dominant position in the review ecosystem and emphasize the critical importance of online reviews in the real estate industry. Real estate agents are more than gatekeepers of property transactions; they are the navigators of life’s most pivotal moments.

Examples 59

Examples Trends Financial Communication 59