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Let’s Play 20 Customer Experience (CX) Questions – Part TWO

ShepHyken

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. I often experience this when I call customer support and the recording tells me my call is very important.

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Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Shep Hyken. FAQ Databases.

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Be a Goldfish

ShepHyken

This is the ability to move on and put anything negative that happened in the most recent interaction with a customer behind you – especially if it was negative or contentious. I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. This isn’t easy.

Coaching 357
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Guest Post: Why B2B Business Needs Dedicated Customer Support

ShepHyken

She shares the benefits of having dedicated customer support in B2B organizations. In the case of such a need, the best option is to turn to another company that can provide customer support soft ware. Benefits of dedicated customer support . More reasons why b2b business needs dedicated customer support

B2B 171
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Top Techniques for Coaching Your Contact Center Agents

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. Attendees will walk away with insight on the following: Critical components for coaching programs. How proper coaching can reduce agent burnout.

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Hurry and Disrupt your Customer Support Experience

CX Global Media

Here is an edited transcript of my interview with Anand: Jim Rembach : Hey, this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Anand Janefalkar with UJET. And I was actually very frustrated how today’s support is really risk prone and error prone when it comes to pronunciations of names. Please share.

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Why Empathy Is the Secret Ingredient in Customer Support

CSM Magazine

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.