Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. Key Learning Point For Customer Service Excellence.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

Vonage

OCTOBER 2, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” What do you think?” That’s a “C.” Encourage discussion.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. You can’t because you’re constantly training new staff. Creating a Culture of Learning by Habit.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Allowing customers to connect with your team in a human way is what keeps them happy and coming back.

Culture 52

Culture Training Customer Satisfaction Software 52

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff. Here are my top five picks from last week.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Employees enjoy their coworkers. This one could be at the top of the list. .

Culture 67

Culture Employee Experience Customer Service Training Training 67

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. (D Here are my top five picks from last week.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

Experience Investigators by 360Connext

JANUARY 28, 2020

First, understand the true costs of NOT investing in customer experience. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. Apple was a stand-out in three areas, which are engagement, differentiation and consistency. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers?

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

MAY 4, 2022

I asked Bailee where she learned to engage with her customers at that level. That’s where so much of customer service comes from – what our parents teach us. Take a lesson from Bailee and say something nice at the beginning of every conversation with a customer, colleague, friend, or family member.? .

Airlines 129

Airlines Customer Service Training Course Engagement 129

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 3, 2023

Each week, I read many customer service and customer experience articles from various resources. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. In other words, the ones that provide the best customer service and experience.

Self Service 9

Self Service Customer Service e-support Retail 9

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 17

Customer Service Contact Center eBook NPS 17

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. There has been a 2.5x

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Integrity Solutions

JULY 9, 2019

Companies tend to talk a great game about their focus on customer loyalty and great customer service, touting commitments to exceed expectations and go above and beyond for their customers. A study by Gartner found that customer service interactions are nearly four times more likely to lead to disloyalty than loyalty.

Loyalty 55

Loyalty Sales Customer Centricity B2B 55

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Instead, it’s a by-product of the transactional approach to customer conversations.

Customer Engagement 67

Customer Engagement Engagement Contact Center Self Service 67

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Integrity Solutions

SEPTEMBER 2, 2021

Consider that 48% of dissatisfied customers will tell friends personally about their (bad) experience or post their negative experiences on social media. Rationally Satisfied Customers. Rationally satisfied customers on the ones who will tell you they’re satisfied (and maybe they are), but then only 4 in 5 will buy from you again.

Loyalty 75

Loyalty Competitive Advantage Customer Centricity Culture 75

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65