Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Does everyone hate customer service? So, let’s find out why “everyone” hates customer service. A good CX will get customers to come back.

Customer Service 96

Customer Service ROI Customer Service Training CRM 96

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. If you want to build better customer relationships, read this article!

Customer Service 64

Customer Service Loyalty Programs Ecommerce Loyalty 64

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., Tip number three is all about customer service.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. For example, you may have a new idea that’s important and beneficial for the company and/or its customers – and even its employees. New Software Makes Customer Service Department More Productive While Saving Money .

Return on Investment 120

Return on Investment Software ROI Customer Service Training 120

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. How to calculate your customer retention rate.

Customer Service 61

Customer Service Contact Center ROI Customer Retention 61

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. They can tell you what delights customers and what frustrates them and, perhaps more importantly, they can tell you “why.” They are with your customers every day, and they may know more about them that just about anyone else in your company.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Satisfied customers or profit. by Mary Drumond.

Customer Service 117

Customer Service Leadership Ecommerce Culture 117

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. They want proof in the form of ROI.

Customer Service 72

Customer Service Metrics Social Media Retail 72

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

CSM Magazine

JULY 7, 2022

Not only can you get a huge ROI when you add on your own delivery drivers and taxi services, but you can also help set your brand apart from the competition more easily. Companies that run their own fleets get a reputation all their own and it creates more continuity than contracting out those services.

Customer Service Training 59

Customer Service Training ROI Policies Training 59

CSM Magazine

AUGUST 23, 2022

The value of providing superior customer service can’t be overstated. The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. The ROI Value In Better Customer Service.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This means that there are plenty of opportunities for companies looking to step up their service. Fire the employee?

e-support 88

e-support Customer Service Loyalty Data 88

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

Customer Enthusiast

NOVEMBER 5, 2018

Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment from most training programs. So-called “soft skills” training on topics like customer service and conflict resolution are likely near the top of that list.

Training 59

Training Return on Investment Customer Service Training Exercises 59

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Comm100

NOVEMBER 3, 2017

The truth is that you can’t successfully apply a blanket social media training approach to everyone who will be participating in your social media strategy – the ideal team is going to have participants from many departments involved, fulfilling different functions. Training should also cover social media best and worst practices.

Social Media 115

Social Media Course Training Marketing 115

ShepHyken

AUGUST 21, 2023

Each week, I read many customer service and customer experience articles from various resources. The Cult of the Customer is within reach of every business. How can you activate your customer base to be vocal advocates for your business? It’s about building trust and turning customers into lifelong fans.

Hospitality 12

Hospitality Customer Service B2B B2C 12

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. From the agent standpoint, the most prevalent challenges in 2020 revolve around improving the human touch in customer conversations and enhancing customer-facing skills, themes we heard both in 2018 and in 2019.

Contact Center 62

Contact Center Culture Conference Call Center 62

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. Adrian Swinscoe.

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. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business.

Loyalty Programs 18

Loyalty Programs Customer Service Abandon Rate Loyalty 18

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Quality Management Framework.

Training 106

Training Customer Experience Customer Journeys How To 106

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 111

Resources Customer Service Customer Service Training Course 111

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My Comment: Here’s a great article on creating a knowledgebase for your customers. It should pay.

Customer Service 99

Customer Service Self Service Knowledge Base Guidelines 99