ShepHyken

AUGUST 16, 2023

There was one customer ahead of me in the drive-through lane. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. The manager should never have allowed one employee to run a restaurant that takes a team of people.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

Beyond Philosophy

AUGUST 24, 2023

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost when designing their experiences that require waiting. It occurred to me that when you ask a customer to wait, it’s for your benefit, not the customers.

Self Service 78

Self Service Conference Wait Times Banking 78

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? That’s quite unfortunate because your frontline staff have very important insights to share. Well, at least, we tried.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Retently

JULY 28, 2023

How do you approach customer happiness in your company? But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

FEBRUARY 25, 2020

It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. ” On a personal level, reading The Experience Economy transformed the way I looked at things and played a huge part in kicking off the customer experience journey that I’m still on today. .”

Engagement 162

Engagement Customer Experience Entertainment Hospitality 162

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers want the attention on them—and they’re willing to walk if they don’t get it. Loyalty Programs Should Encourage Competition.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

Customer Bliss

JULY 29, 2021

Once, I was talking to Colleen, and what she said was: Jeanne, at almost every board meeting, we have to fight to make sure that we don’t let those fees seep in, that we don’t start charging change fees or luggage fees, because that’s the foundation upon which people believe in us. Do the Customer Math.

Leadership 185

Leadership Airlines Customers Measurement 185

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. If you want more control, Knowledge Bases lets you control the chunking strategy through a set of preconfigured options.

Knowledge Base 110

Knowledge Base Study Healthcare Travel 110

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later).

Video 246

Video Social Media Software Knowledge Base 246

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 111

Sales Social Media Customers Multi-Channel 111

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. But do you need everything? Certainly not, especially if you are just starting to integrate them.

Net Promoter Score 98

Net Promoter Score Effort Score How To Abandon Rate 98

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

Policies 143

Policies Exercises Examples Financial 143

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. ” Pine thinks people should value the time they spend with you. Every company has to align what they charge with what their customers value.

Self Service 78

Self Service Hospitality Video Customers 78

Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

Airlines 144

Airlines How To Guidelines Customer Experience 144

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Doing so has business implications because when you do, people come back and bring their friends. .

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing.

Customer Service 68

Customer Service Net Promoter Score Tips Brands 68

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . The Fictional Press Release is probably not what you think it is. Why should it be implemented?

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

Beyond Philosophy

JULY 20, 2023

It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To One of our podcast listeners wrote in with a business pickle, asking how to differentiate their offering and experience from the competition. Define the Who and the How Much.

Marketing 108

Marketing Innovation Examples Groups 108

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

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

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! This is one situation in which the company should have definitely folded.

Chatbots 136

Chatbots Customer Service How To Self Service 136

Zeisler Consulting

SEPTEMBER 27, 2023

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently ), you’re simply throwing your money away with surveys, interviews, and the like.

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

CSM Magazine

OCTOBER 26, 2022

There are a lot of factors to consider when pricing your products or services, and it’s important to create a pricing strategy that works for your business. Know Your Costs. The first step to pricing your products or services is to know your costs. Understand Your Value Proposition.

Strategy 52

Strategy Sales Course Examples 52

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? Here’s how you can get one. If you are not yet subscribed to a BPO company, consider the pressure to provide faster service while meeting increased customer expectations and lowering costs has multiplied. But where do you begin?

How To 97

How To Call Center Government Policies 97

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23

Customer Satisfaction 52

Customer Satisfaction Knowledge Base Customers Social Media 52

ChurnZero

APRIL 8, 2022

Clear your calendar and register today ! It’s the definitive Customer Success leadership summit. But these testimonials from last year’s attendees will help you see why we make it: “I LOVED the content so much. Whether you opt for the classic Moleskine, the functional laptop, or the fancy digital notebook, come prepared.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Helen Dewdney

MAY 4, 2022

These are to include a “stricter supervision of how direct debits are handled” by suppliers. In some cases customers are seeing double or even triple their previous monthly payments. He also said that “Customer credit balances should only be used to reconcile bills, not as a source of risk-free capital.”.

Company 68

Company Banking Consumers Government 68

Joe Rawlinson

OCTOBER 20, 2022

And a dedicated event management integrated ticketing system helps you keep the event in sync throughout the process as a central hub that can control various aspects of the event and provide directions and everything needed in one place. . Ensure a seamless check-in process for all your essential attendees.

Conference 78

Conference Strategy Sales User Experience 78

BirdEye

MAY 1, 2023

If you’ve ever struggled with figuring out how to price your products, you’re not alone. Many business owners don’t know how to price their products or services. But, thankfully, there are several viable strategies you can leverage. Getting your pricing strategy right helps your business grow and turn profitable.

Strategy 98

Strategy Telecommunications Analysis Consumers 98

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It won’t be good for your career, your team, or your bottom line. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. Apple’s was subjective.

Comparison 149

Comparison Travel Training Metrics 149