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.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

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. Good Memory.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

NICE inContact

NOVEMBER 13, 2018

That moment eroded the hotel’s guest-focused brand and image that they worked so hard to create through advertising and marketing. Depending on your business, respecting the customer’s time could mean different things. Another way to show customers that you understand the value of their time is to offer easy access.

Self Service 202

Self Service Hotels Wait Times Customers 202

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. Empower your customers to self-serve. Ingrid Lindberg CXO & Founder, Chief Customer.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

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?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

ShepHyken

APRIL 30, 2018

(Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Help Scout

APRIL 16, 2019

Inconsistent service can lead to customers submitting multiple inquiries as they try to get a reliable answer. More importantly, inconsistency destroys customers’ confidence in your business and drives them away. But keeping an edge in today’s market requires more than reading one article.

Self Service 40

Self Service Training Customer Expectations Interaction 40