Kustomer

NOVEMBER 1, 2021

Launching that app is a true gateway into a world of knowledge, industry-specific information and entertainment.To that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

CloudCherry

AUGUST 17, 2018

It’s the constant and unending focus on the customer experience. The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. Customer Experience Management (CEM). What is CRM?

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Self Service 52

Self Service Customer Experience Gamification Analytics 52

ShepHyken

SEPTEMBER 8, 2017

Murph Krajewski Shares Keys to Creating Better Customer Support Experiences. Do your customer facing employees have everything they need to do their jobs properly? Murph explains that the problem starts with the customer service agent’s experience. 92% of customers say that an agent’s mood effects their experience.

Contact Center 87

Contact Center Contact Center Software Technology Customer Service 87

Joe Rawlinson

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Slow response times.

Chatbots 78

Chatbots System Software Knowledge Base 78

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Go big on customer retention.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. That sounds great—but it’s not true. They don’t understand there’s a discipline for measuring and managing customer experiences. Think about it. Everyone is bought-in on January 1.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Smaller engagement sizes and lower costs. Integrated services and ongoing support. But, last year, our own ‘rave meter’ took a dip and that concerned me.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Magellan Solutions

APRIL 25, 2021

They also offer amazing customer service at competitive pricing. It is true that US call centers are rarely the least expensive option. They can effectively provide the customer care they would hope to receive themselves. What our banking outsourcing services can do . They turn to offshore providers.

Call Center 52

Call Center Financial Banking Contact Center 52

Kayako

AUGUST 11, 2015

Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”.

Self Service 120

Self Service Knowledge Base Measurement Customer Voice 120

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? What we mean by a “loyal customer” is someone who repurchases. A customer who comes back for more. They’re good quality and generally last a good while.

Loyalty Programs 182

Loyalty Programs Loyalty Brands Retail 182

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have?

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 56

Chief Customer Officer Contact Center Leadership Customer Centricity 56

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. Let’s get into it…The first skill your customer service employees must have is what I call Service Endurance. SERVICE ENDURANCE.

Loyalty 122

Loyalty Company Call Center Video 122

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why Talkdesk?

Chief Customer Officer 52

Chief Customer Officer Contact Center Leadership Customer Centricity 52

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

Steve DiGioia

JUNE 20, 2016

True or not, it is a fact of business. The resulting loss of productivity can cost companies between $450-$500 billion a year. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low.

Competitive Advantage 167

Competitive Advantage Employee Engagement Engagement Social Media 167

GlowTouch

JUNE 21, 2021

Serve Your Customers’ Most Challenging Requests With Ease We’ve resolved millions of technical support contacts for companies worldwide through live chat, email and phone support. With a 100% university educated, technically skilled team, we’re prepared for any customer challenge — no matter how complex. Technical Support Outsourcing.

e-support 52

e-support Policies Case Study Training 52

Vonage

NOVEMBER 4, 2016

Each week, I send out a Customer Service Tip of the Week email to my subscribers. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on. We all encounter the occasional customer who is a lot of fun to serve. Listen carefully to customers so they feel heard.

Tips 120

Tips Customer Service Exercises Customers 120

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. Don’t fool yourself!

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? If you have an ongoing business relationship, customers will come to feel that they are getting to know you – and that you are getting to know them.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. Ten years is a great deal of time in the life of a mortal.

Fashion 203

Fashion Leadership Employee Experience Customer Experience 203

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? With so many purchases being made online these days, there is a growing number of articles exposing the behaviours of organisations who clearly haven’t adopted a customer-first strategy. In many cases, packaging is the first personal contact a customer has with a brand.

How To 178

How To Brands Customers Advertising 178

CSM Magazine

MARCH 16, 2023

Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter. International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Data Self Service Fashion 52

NobelBiz

FEBRUARY 23, 2023

While integrating real-time communication into any application is economically significant, it may also be problematic due to the high cost of infrastructure and back-end interfaces. It’s an obvious and cost-effective strategy to interact with consumers and establish a long-term connection. So, what’s the best way to close this gap?

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

While integrating real-time communication into any application is economically significant, it may also be problematic due to the high cost of infrastructure and back-end interfaces. It’s an obvious and cost-effective strategy to interact with consumers and establish a long-term connection. So, what’s the best way to close this gap?

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

Bold360

MARCH 12, 2020

Today, many great customer experiences are digital experiences. The same holds true for CXNext, where you’ll be able to see firsthand how customer service and support leaders are transforming their organizations and creating amazing CX. CXNext 2020 on May 12 is a 100% virtual event, and it’s FREE. Register here.

Travel 52

Travel Conference Wait Times Resources 52

ijgolding

AUGUST 18, 2014

The majority of readers of this Customer Experience Review are likely to have hired a car. You are about to read my Customer Experience Review of Enterprise Rent-a-Car – another well-known name in the vehicle hire industry. A people focussed organisation that is known for low prices and ‘outstanding’ customer service.

Customer Experience 270

Customer Experience Effort Score Customers Insurance 270

Gainsight

JANUARY 31, 2022

Introducing customer success both as a methodology and working practice into a business can be difficult. This situation is especially true when the company is in hyper-growth and introducing specialized customer success technology. With a combination of products, services, and customers come hyper-growth and astonishing scale.

Customer Success 95

Customer Success e-support Advertising Survey 95

Joe Rawlinson

APRIL 25, 2018

Companies are always looking for new ways to streamline their customer support department efforts. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. Live support chat tool provides amazing opportunities for your customer support agents.

Tools 114

Tools Automatic Callback Self Service Customer Service 114

CSM Magazine

OCTOBER 12, 2022

Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language. An astonishing 78% of consumers say the phone remains their preferred channel and 57% say voice is the most important channel in influencing customer perceptions. 3 Ways to Master the Art of Good Telephone Conversations.

Consumers 52

Consumers Social Media Training Analytics 52

Experience Investigators by 360Connext

MARCH 26, 2015

I keep costs low for my clients by flying based on costs. But clearly the employees in these havens have been trained to raise the bar for service. This is amazing. I’ve been traveling a lot in the month of March. Airport lounges rock my world (quietly). Seriously. This means I jump from one brand to another.

Travel 110

Travel Hotels Guest Experience Airlines 110

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Why Excellent Customer Service Matters.

Customer Service 67

Customer Service Self Service Banking Culture 67

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

Effort Score 52

Effort Score Customer Success Study NPS 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160