CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Comm100

DECEMBER 8, 2020

And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Enter automation.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Does your organization have a formal policy covering human rights and working conditions? Please describe what elements of social responsibility this policy covers.

Contact Center 177

Contact Center Policies Effort Score Government 177

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Steve DiGioia

MAY 2, 2022

I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. Focusing on the customer’s safety. Focusing on the customer’s safety.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Tips 266

Tips Contact Center Communication Connections 266

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. Working from home (WFH) is the core of business continuity today.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Make Legacy Tech Work Smarter.

Call Center 246

Call Center Self Service Contact Center Case Study 246

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . Jeanne Bliss (@JeanneBliss) December 13, 2020.

Leadership 305

Leadership Customer Experience Survey Tips 305

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. In fact, LG pledged to include AI in every home appliance they make.

Self Service 74

Self Service Chatbots Social Media Insurance 74

ReviewTrackers

SEPTEMBER 13, 2023

Testimonials Increase Conversions When implemented correctly, testimonials can convince a customer to make a purchase. A study from Northwestern University showed that putting relevant reviews with a product increased conversions dramatically. I was very pleased with the results and speed of service.”

Study 128

Study Examples Customer Experience Data 128

BirdEye

MAY 4, 2023

And if you’re in the home improvement sector, Houzz reviews should definitely be on your priority list. Home professionals represented on Houzz with positive customer reviews tend to have more credibility with potential customers. Tips to get more Houzz reviews Is Houzz a legit service?

Tips 96

Tips Social Media Resources Feedback 96

ReviewTrackers

SEPTEMBER 7, 2023

Testimonials Increase Conversions When implemented correctly, testimonials can convince a customer to make a purchase. A study from Northwestern University showed that putting relevant reviews with a product increased conversions dramatically. I was very pleased with the results and speed of service.”

Examples 123

Examples Study Customers Customer Experience 123

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly.

Communication 98

Communication Strategy NPS Net Promoter Score 98

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Well, obviously, we couldn’t do that together because we are all working across every continent. Or can I sell it to them?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. 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

Gainsight

DECEMBER 10, 2018

It’s been quite a year but we’re on the home stretch, folks. 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. Gainsight Elements: The Science of Customer Success.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

BirdEye

APRIL 19, 2023

You’ve worked for years for a big company, but it’s just not the career you want. It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? It might be something in high demand, like a handyman service. Does this sound familiar? We’re here to help.

Social Media 97

Social Media Consulting Ecommerce Financial 97

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . This blog challenges that status quo.

Self Service 207

Self Service Innovation Analytics Transportation 207

Playvox

MAY 7, 2020

As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times. It's no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments.

Customer Service 54

Customer Service Customer Satisfaction Customers Company 54

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. End service exhaustion! End service exhaustion.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

CSM Magazine

MARCH 31, 2023

During these trying moments, families turn to funeral homes for help and direction. However, funeral homes are not exempt from the need to attract new clients to keep their businesses afloat. Aside from a website, funeral homes should also have active social media accounts, including Facebook and Instagram.

Social Media 52

Social Media Exceptional Customer Service Consulting Groups 52

BirdEye

NOVEMBER 15, 2023

Online reviews have the power to transform customer perceptions on a massive scale. In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. But with countless retail review sites to choose from, where should you focus your efforts? Let’s dive in.

Retail 110

Retail Brands Consumers Case Study 110

BirdEye

FEBRUARY 29, 2024

This crucial aspect of their role has been highlighted by recent findings from Birdeye’s “ State of Online Reviews 2024 ” study, which casts light on the growing influence of online reviews in establishing that trust. The study reveals key insights into the dynamics of customer feedback: Online reviews grew by 5% over 2023.

Examples 58

Examples Trends Financial Communication 58

Eptica

JUNE 18, 2021

Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being. You can access the blog here on our parent company Enghouse Interactive’s site. Successfully managing the shift to hybrid working.

Tips 96

Tips Meeting Interaction Management 96

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

Customer Service 341

Customer Service e-support Self Service Customers 341

BirdEye

JUNE 30, 2023

In this blog, we’ll show you how to use it and gain a better understanding so you can apply strategies to leverage it for your business and products. How do you change, check off, or remove items from your Google Shopping List? Android Long-press your Android’s home button, then say, “Hey Google.”

Management 98

Management Customer Experience Management Connections Customer Experience 98

Michel Falcon Experience

MARCH 19, 2020

The importance of customer experience is mission-critical right now for companies of all sizes. I recognize that customer experience may not be relevant to you right now because you may not have any active customers. This will help you retain these customers for future products and services.

Company 107

Company Customer Experience Telecommunications Hospitality 107

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. 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. Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Or, Make sure your staff knows that without customers they don’t have a job.

Hotels 48

Hotels Handbook Conference Policies 48

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

Contact Center 105

Contact Center Call Center Self Service System 105