Team Support

OCTOBER 4, 2022

In the end, the most damaging thing a business can do is tell a customer one thing and then do another. Nobody likes a hypocrite, and even if your customer service team had no intention of giving misleading statements or half-truths, the customer will almost always see it in the most negative light. Check in frequently.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Hill and the executive leadership at Metro Bank haven’t reinvented customer service experience.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

ShepHyken

AUGUST 8, 2023

You’ll get a smile and your customers will know that you are thinking of them and always looking for ways to improve their eXperience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

MARCH 30, 2018

In fact, 86 percent of business leaders say customer experience is foundational to their success. Still, knowing that is one thing, while actually executing those experiences is another. Here are three fundamental tools for building a superior customer-service strategy. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Martin Hill-Wilson

SEPTEMBER 12, 2017

Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it should be. Despite this, there is obviously a common element: the customer.

CRM 40

CRM Strategy System Customer Service 40

ShepHyken

MARCH 6, 2020

I was so impressed that I wrote a letter to the hotel General Manager, congratulating him on his staff and especially the waitress at the coffee shop. That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. I never received a reply.

Customer Service 123

Customer Service Hotels Tips Conference 123

SmartKarrot

SEPTEMBER 8, 2021

When you put your customer at the heart of everything, you tend to understand a customer better, delve into their surveys and data, personas, and route through their journey mapping. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience.

Customer Experience 11

Customer Experience Social Media Customer Journeys Customers 11

ShepHyken

MARCH 6, 2020

I was so impressed that I wrote a letter to the hotel General Manager, congratulating him on his staff and especially the waitress at the coffee shop. That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. I never received a reply.

Customer Service 62

Customer Service Hotels Tips Conference 62

NobelBiz

FEBRUARY 15, 2023

Self-service customer experience is the ability of customers to resolve their issues on their own, without the need to speak to a person. It constitutes a significant aspect of customer experience management as it allows customers to find answers to their questions and resolve issues quickly and conveniently.

Self Service 52

Self Service Contact Center Customer Experience Customer Satisfaction 52

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

SurveySensum

AUGUST 20, 2019

The foremost trait of a successful business is to understand the growing demands of customers and evolve customer service strategies to bridge the gaps. When a company puts its customers first then it automatically drives customer loyalty and increases the number of good customer reviews both online and offline.

Ecommerce 40

Ecommerce Loyalty Customer Service Strategies Feedback 40

SurveySensum

AUGUST 20, 2019

When a company puts its customers first then it automatically drives customer loyalty and increases the number of good customer reviews both online and offline. Analyze customer feedback to win their hearts. Time is crucial when responding to customer complaints. Listening is crucial!

Strategy 92

Strategy Customer Experience Ecommerce Loyalty 92

Think Customers

OCTOBER 11, 2021

It’s a customer loyalty and satisfaction metric, ranging from -100 to 100, that measures how likely customers are to recommend a product or service to others. NPS has become a standard in measuring customer experience management programs and is key to identifying current sentiment and future behavior.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

ShepHyken

OCTOBER 20, 2017

At Genesys, we make customer experience management systems that use assistive AI development — we call it “blended AI” and have personified it as “Kate.” Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Call Center 87

Call Center Contact Center Omni-Channel Chatbots 87