Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 221

Customer Service Chatbots Analytics Customers 221

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 228

Chatbots Customer Service Training Customers 228

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

BlueOcean

MAY 16, 2024

A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 130

Customer Service Strategy Self Service How To 130

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 309

Customer Experience Chatbots e-support Customers 309

Bill Quiseng

MAY 13, 2024

Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. So, when it comes to your customers and customer service, don’t be just good. World-class or no class.

Brands 147

Brands Social Media Customer Service Marketing 147

The DiJulius Group

APRIL 29, 2024

Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own.

Customer Journeys 94

Customer Journeys Customers Groups Examples 94

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Our customers are smarter than ever when it comes to customer service and experience.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 131

Customer Experience Customer Service Training Training Advertising 131

Beyond Philosophy

MAY 10, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. How memory structure influences the recall of associated experiences.

Customer relationships 78

Customer relationships Connections Loyalty Customers 78

Interactions

MAY 15, 2024

Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. At Interactions LLC, our goal is to make every interaction ‘craveable’ for your customers. The data speaks volumes.

Customer Experience 62

Customer Experience Self Service Chatbots Interaction 62

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 78

Customer Retention B2B Customer Journeys Loyalty Programs 78

CSM Magazine

APRIL 29, 2024

When you make a mistake, you can either solve it and keep the customer, or you can say goodbye. In order to keep the customer, I encourage you to take these four steps—and to take them within 60 seconds. Act quickly Listen to what the customer has to say while describing the problem. Then act quickly.

Airlines 104

Airlines Hotels Customers Training 104

Bill Quiseng

MAY 8, 2024

The customer is not always right. But the customer is ALWAYS YOUR customer. Listen intently, respond empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor. ” Both the customer and your competitor are happy.

Customers 78

Customers Customer Service Customer Experience Company 78

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Customer Service Training 147

Customer Service Training Customers Interaction Customer Service 147

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Experience 255

Customer Experience Customer Service Hospitality Customer Service Training 255

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Customers 78

Customers Examples Comparison Customer Experience 78

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. or a more detailed query, each question is a step towards understanding what makes your customers tick.

Survey 141

Survey Customer Service Strategy Effort Score 141

Beyond Philosophy

JANUARY 26, 2024

Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. The biggest mistake people make in customer research is not doing it often enough. The biggest mistake people make in customer research is not doing it often enough. Click here. But it isn’t.

Customer Insights 88

Customer Insights Survey Customers Consumers 88

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. One buys a Ford EcoSport, and the other buys a Ferrari Roma.

Customer Experience 137

Customer Experience Transportation Hotels Airlines 137

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one.

Customers 190

Customers Course Interaction Customer Service 190

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We EMPOWER our people to act on their own to do what is right for our team and our customers. Customer service is for a job.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. A customer may not always be right. But they are always your customer. Listen and allow the customer to vent. Listen and allow the customer to vent. Take it professionally.

Customers 153

Customers Customer Experience Company Customer Satisfaction 153

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166