ShepHyken

MAY 24, 2021

My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. The post 5 Top Customer Service Articles of the Week 5-24-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 398

Customer Service Customer retention Contact Center Sales 398

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Top Customer Experience Resources to Follow in 2021 by MK Marketing.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . Register for SaaStr Annual 2021 here. .

Personalization 95

Personalization SaaS Upselling B2B 95

ShepHyken

FEBRUARY 12, 2021

The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. The key going into 2021 is to take a lesson from effective project management – provide one point of contact for your clients. Going into 2021, consumers want to simplify their lives.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ShepHyken

SEPTEMBER 13, 2021

And, that human just had a great experience with Netflix that was, as the author says, is fast, personalized, and effortless. The post 5 Top Customer Service Articles of the Week 9-13-2021 appeared first on Shep Hyken. You’re not just selling to a company. You’re selling to a human in that company. Follow on Twitter: @Hyken.

Customer Service 391

Customer Service B2C B2B Customer retention 391

Beyond Philosophy

DECEMBER 25, 2021

It’s also one of seven significant lessons that 2021 taught us. In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. What is Our Personal and Business Learning for The Year appeared first on CX Consulting.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. My Comment: Personalization continues to be a hot topic. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

AWS Machine Learning

NOVEMBER 13, 2023

Businesses use their data with an ML-powered personalization service to elevate their customer experience. Amazon Personalize accelerates your digital transformation with ML, making it easier to integrate personalized recommendations into existing websites, applications, email marketing systems, and more.

Personalization 107

Personalization APIs Accountability Engineering 107

TechSee

JANUARY 4, 2022

As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. Check out our year in review infographic for a visualization of TechSee’s 2021. 2021 Year in Review. Check out our year in review infographic for a visualization of TechSee’s 2021.

Self service 109

Self service Upselling Enterprise Big data 109

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. 2021 and Beyond Loyalty Strategy by Retail TouchPoints. With the right loyalty strategy, 2021 could be your brand’s year to shine. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service Marketing Personalization Customer Experience 213

ShepHyken

DECEMBER 13, 2021

That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. (Chain Store Age) Customer service can make — or break — the shopping experience.

Customer Service 206

Customer Service Call Center Customer Experience Customer Support 206

ShepHyken

FEBRUARY 8, 2021

In our personal lives, Valentine’s Day is our opportunity to express love and appreciation to the people you care about. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. The post 5 Top Customer Service Articles For the Week of February 8, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 254

Customer Service B2B Chatbots Self service 254

ShepHyken

NOVEMBER 1, 2021

Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. This is across any and every touchpoint, from online to in-person to everywhere in between. How to Create a Positive Customer Experience Through Personalization by Greg Chen. My Comment: I was intrigued by this article.

Customer Service 206

Customer Service B2B B2C Personalization 206

TechSee

MAY 19, 2021

Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Analytics 159

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. (Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 286

Customer Service Entertainment Banking Marketing 286

ShepHyken

MAY 31, 2021

The post 5 Top Customer Service Articles of the Week 5-31-2021 appeared first on Shep Hyken. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . Register for SaaStr Annual 2021 here.

Personalization 52

Personalization SaaS Upselling B2B 52

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . As we end 2021, we are emerging from under the shadow of the pandemic and getting on with life. On the personal side, it has been different areas for me. This personal lesson translates into business, too.

Personalization 195

Personalization Consulting Consulting Quality management 195

ShepHyken

MARCH 29, 2021

Deep Dive: How Sweetwater Builds Software and Personalized Experiences by Jamie Grill-Goodman. For this article, as the title suggests, we’re going to take a “Deep Dive” into the technical side of Sweetwater and how they build personalized experiences, which leads to loyalty. They can (and will continue) to coexist.

Customer Service 206

Customer Service Personalization Customer Experience 206

ShepHyken

DECEMBER 6, 2021

The Instant Group) After the unprecedented challenges of the past two years, around 9 in 10 British employees are on the hunt for a new job in 2021. The post 5 Top Customer Service Articles of the Week 12-6-2021 appeared first on Shep Hyken. How to Improve Employee Retention by Zoe Leibling. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Chatbots Customer Care Self service 174

SharpenCX

NOVEMBER 17, 2021

In Q2 of 2021, Spotify had 172 million premium subscribers worldwide, even more than the year prior. Even when something goes wrong, Spotify delivers a personal and unique customer experience. They make their customer experience as personal as possible. Spotify Finds Success. You could say Spotify is customer-obsessed.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

TechSee

FEBRUARY 16, 2021

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. This is underlined by a January 2021 survey , where 65% of U.S. consumers reported requiring technician assistance during the current pandemic.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

VirtualPBX

NOVEMBER 18, 2021

Navigating the Small Business Saturday 2021 Shopper Experience. Positivity is on the horizon for those ready for Small Business Saturday 2021. Make it Personal. Find ways to personalize. Maybe it is your reputation for stellar customer service or the personal touch of making your product packaging eco-friendly.

Personalization 98

Personalization Sales Marketing Customer Service 98

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. One of the biggest opportunities to emerge in 2021 is outsourcing specific business processes to trusted and skilled contact center providers.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

ShepHyken

MAY 3, 2021

an online retailer of music instruments and audio gear, is dedicated to investing in an “old school” approach when it comes to customer experience and the strategy is all about personalization and relationships. A personalized experience wins over an automated experience. (Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 156

Customer Service Entertainment Banking Marketing 156

Fonolo

NOVEMBER 16, 2021

Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost. What is personalized customer service? Hey #contactcenter agents—don’t be afraid to get a little personal! Keep communications personal. On the phone?

Personalization 87

Personalization Customer Service Brand ambassadors Contact Center 87

CSM Magazine

FEBRUARY 4, 2021

While some of these people will return to the office in 2021, for others the switch to remote work will be permanent. Once upon a time, all customer service positions were in person. Now customer service reps in fewer and fewer industries actually ever meet a customer in person.

Personalization 59

Personalization Customer Service 59

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Worst Industry to Call in 2021. young escobar-ess (@meaggiimoo_) December 3, 2021. Ash (@Motivated_Ash) December 2, 2021. Robyn Rosen Codas (@RRCodas) October 30, 2021. Jace Gordon (@agentjgordon) November 29, 2021. J (@J63962849) November 30, 2021. Chase Bank.

Airlines 91

Airlines Telecommunications Banking Contact Center 91

Nicereply

JANUARY 4, 2022

We collected several examples of great customer service in 2021, where these actions delivered a satisfied customer that spread a good word about the brand. Examples of great customer experience in 2021. It’s because of all customer recommendations, success stories and alumni references shared on their personal social media profiles.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Quiq

FEBRUARY 17, 2023

Consumers’ default expectations include personalized service when interacting with brands online. So how do you deliver personalized customer service in the age of data privacy? How important is personalization? And even though privacy concerns have grown, customers’ preferences for personalization continue to grow.

Personalization 77

Personalization Chatbots Best practices Surveys 77

ChurnZero

OCTOBER 8, 2021

ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. About ChurnZero: .

B2B 98

B2B Healthcare Enterprise Technology 98

Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer. previous call times of 8 am to 9 pm).

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98

Inbenta

JANUARY 25, 2021

So what are the trends that will shape CX in 2021 that organizations need to know in order to win customers’ business? Hyper-personalization. Customers need to feel valued and listened to throughout their journey with a brand and personalization is a great way to achieve this. Customer service goes remote.

Customer Experience 97

Customer Experience Self service Wait times Chatbots 97

ChurnZero

OCTOBER 5, 2021

Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. David Carnes (@davidpcarnes3) September 27, 2021. Patrick Baynes (@PatrickBaynes) September 27, 2021. Oluwatoyin Akintayo (@toyinakint) September 27, 2021. saastrannual. – @anjsud.

SaaS 95

SaaS B2B Customer retention Sales 95

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. Whether your team is remote, hybrid, or in-person, use the first week of October to show extra appreciation to your team.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128