Brands Customer Confidence Interaction Self Service 
ShepHyken
APRIL 28, 2024
My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Loyalty and self-service round out the four.
NICE inContact
JANUARY 17, 2019
What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Contact center agents have a significant impact on customer experience and thus the bottom line.
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ProProfs Chat
DECEMBER 7, 2018
Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Brand promise- Be sure to live up to your Brand promise of two-day package delivery; otherwise it’s a classic case of overpromising and under delivering. Respond or risk a poor customer experience. Empower your customers to self-serve.
Solvvy
APRIL 11, 2022
People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?
ShepHyken
APRIL 30, 2018
16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. 5 Predictions On The Future Of Customer Service by Mikhail Naumov.
ShepHyken
NOVEMBER 30, 2018
Whether this involves altering the policy or empowering agents to ignore the terms in certain situations, the move will result in more harmonious interactions – and more loyal customers. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey.
Kayako
JULY 28, 2022
Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?
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