Brad Cleveland Blog

JULY 25, 2019

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing. These four factors are explained in the video below, “Gauge the Effectiveness of …

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Video 26

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. What is Customer Self Service?

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Brad Cleveland Blog

JULY 25, 2019

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing. These four factors are explained in the video below, “Gauge the Effectiveness of …

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Video 20

Brad Cleveland Blog

JULY 10, 2018

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization’s vision and mission—and the decisions and actions that happen every day.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Video 20

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better. Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 61

Self Service Trends Customer Service Chatbots 61

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The number one reason for this is because it saves them and their customers time.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

Interactions

MAY 28, 2020

Businesses are gearing towards opening up while maintaining the safety and security of their employees as well as the customers. So how can businesses redefine their customer experience or customer service strategy to fit this world? How did they treat their customers during the pandemic?

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Most customer service requests ebb and flow.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 77

Customer Service Rewards Programs Customer relationships e-support 77

Comm100

SEPTEMBER 25, 2021

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they connect with your customer service. But why personalized customer service? The answer is simple – better customer relations and outreach.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

Eptica

MARCH 26, 2020

Date: Thursday, March 26, 2020 Author: Pauline Ashenden - Marketing Manager Why you must map your channel strategy to your customer demographics. Author: Pauline Ashenden - Marketing Manager Customer expectations are continually rising – particularly when it comes to the service they receive from businesses.

Self Service 72

Self Service Strategy Social Media Groups 72

Brad Cleveland Blog

DECEMBER 17, 2021

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that.

Strategy 26

Strategy Customer Service Strategies Video Course 26

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Shep Hyken interviews Jonathan Lerner.

Video 97

Video Technology ROI Employee Experience 97

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Firms today should focus on providing top-notch service.

Social Media 110

Social Media Chief Customer Officer Call Center Video 110

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Smarter Customers This is the same prediction I’ve started with for several years.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

Oracle

AUGUST 26, 2020

Furthermore, companies that support remote work have 25% lower employee turnover (an issue that many service departments face) than those who don’t. Lastly, WFH strategies allow businesses to tap a broader talent pool, hiring from beyond the confines of commutable distances. Augment agent access to customer information.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Gig customer service: Can it really work? What is Visual Assistance?

Self Service 109

Self Service Customer Service Video Analysis 109

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. You applauded and I took center stage.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

ShepHyken

NOVEMBER 2, 2023

She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like. You’ve guessed it: your customers.

Sales 57

Sales Customer Service How To Customer Satisfaction 57

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. Customer satisfaction measures the overall satisfaction the customer has with the business. How companies measure customer satisfaction. Here are the most common ways companies can measure customer satisfaction. ViiBE Blog. Share on email.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

CSM Magazine

MARCH 24, 2023

Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance. Though challenging, cultivating a positive customer experience is possible. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 87

Customer Service Self Service Customer Centricity Video 87

CSM Magazine

MARCH 24, 2023

Be that as it may, not everything is peaches and cream when selling goods and services online. Take customer service, for instance. Though challenging, cultivating a positive customer experience is possible. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Focus on the outcome.

Self Service 120

Self Service Contact Center Trends Connections 120

SaleMove

JUNE 11, 2021

In an age where customers are accustomed to interacting through chat, voice, and video in their personal lives, shouldn’t they be able to do the same with the businesses they choose to purchase from? Businesses are not blind to the need to add more digital features to their service menus.

Self Service 52

Self Service Multi-Channel e-support Customers 52