ShepHyken

SEPTEMBER 14, 2021

Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. is a customer service and experience expert,? The Ultimate Marketing Engine.

Engineering 392

Engineering Consulting Consulting Marketing 392

ProProfs Blog

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. That’s a lot of chatbots!

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

Beyond Philosophy

NOVEMBER 28, 2016

A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Your employees must clearly understand their role in delivering the promise the narrative makes to the end customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 284

Chief Customer Officer Call Center Consulting Consulting 284

ShepHyken

JANUARY 4, 2022

Tune in to find out just how intelligent the Intelligent Virtual Agent is, how it enhances customer interactions, and if it will take away jobs from human customer support agents down the line. Quotes: “AI may replace what a human once did but it doesn’t mean that humans need to be replaced in customer support.”

Virtual Agent 326

Virtual Agent Interactive Voice Response Contact Center Consulting 326

ShepHyken

AUGUST 11, 2020

If the customer is not engaged or getting value, they will not renew. Shift your focus from customer support to customer success. This means not only solving customer issues, but helping them use, value and succeed with your product or service. Focus on your customers’ long-term well-being and success. “By

Consulting 65

Consulting Consulting Customer Support Marketing 65

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. Second: CX Is More Than Just Customer Service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

JULY 1, 2020

If they leave and take 3 out of 4 customers with them, that could be painful to a company. I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’ Are we seeing this shift more and more back to relationship-based business?

Self service 409

Self service Consulting Consulting Surveys 409

ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 56

Customer Service Chatbots Consulting Consulting 56

ShepHyken

NOVEMBER 20, 2020

These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”. These are strategies like “Hire empathetic people for customer support team” that maximize customer satisfaction. Strategies. It will help your team understand the purpose of each action.

Customer Service 365

Customer Service Chatbots Education Feedback 365

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Customer Service 279

Customer Service Automotive Airlines Chatbots 279

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. Listen to customer complaints. When customers complain, it’s easy to get annoyed and offended.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Outsource Consultants

OCTOBER 11, 2021

Instead of reaching for the phone, more and more customers are trusting live chat modules as their preferred customer support channel. Typically a combination of automation and live agent support, the channel has become wildly popular, with 73% of customers saying live chat is the most satisfactory way to engage with brands.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

TechSee

NOVEMBER 17, 2022

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging. Not yet a TechSee customer?

Customer Support 109

Customer Support Accountability Consulting Consulting 109

ShepHyken

SEPTEMBER 30, 2019

My Comment: If you’re not using video to enhance your customer’s experience, you’re missing a great opportunity. There are many ways to use video; onboarding your customer, video tutorials for customer support, content marketing, and many more. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 45

Customer Service Customer retention Metrics Consulting 45

NobelBiz

OCTOBER 31, 2023

Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. Professor Stern was hired to consult with IBM when they were selling computers. A great service experience stood out. It was noticed.

Customer Service 295

Customer Service Consulting Consulting Surveys 295

Beyond Philosophy

JANUARY 25, 2016

From the way you handle the order to Customer support to how you incent your teams’ performance , the Customer is the focus. If you enjoyed this post, you might be interested in the following blogs: Why Most Customer Experience Programs Fail. Where is YOUR company’s focus?

Customer centricity 273

Customer centricity Journey mapping Consulting Consulting 273

VirtualPBX

MAY 17, 2023

Customer support plays a vital role in maintaining a positive brand image and ensuring customer satisfaction. In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. Hi [Customer Name], thank you for contacting [Business Name].

Customer Support 98

Customer Support Best practices CRM Consulting 98

Beyond Philosophy

FEBRUARY 2, 2024

Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service.

Scripts 221

Scripts Consulting Consulting Customer Experience 221

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. Are you leveraging call centers to turn support into a revenue engine? At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben! BF : My pleasure.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

DECEMBER 25, 2018

Cost-Effective Customer Support in an On-Demand Society. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business. The Gig Economy.

Contact Center 204

Contact Center Quality management Consulting Consulting 204

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Also, enabling them with the right technologies that drive seamless interactions with your sales and customer support teams is equally important.

B2B 376

B2B Journey mapping B2C Telecommunications 376

Nicereply

DECEMBER 28, 2021

– a global leader in training, technology, and consulting to win today’s complex sale. We discuss what CES is, how it can benefit your company, and how you can train your support agents to provide an effortless experience. Marc from Koala highlights some tips and tricks on how you can perpetually delight your customers.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ShepHyken

OCTOBER 4, 2019

As your business nurtures a personalized and fruitful relationship with customers, chances are they won’t switch brands. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. Why do I need to engage my customers?

Benchmark 307

Benchmark Customer retention Feedback Consulting 307

Solvvy

OCTOBER 12, 2022

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. When you deploy a chatbot, you can offer customer service after regular business hours – anytime that’s convenient for your customers. . AI Chatbots for Customer Service.

Chatbots 94

Chatbots Customer Support Interactive Voice Response Self service 94

ShepHyken

MARCH 5, 2021

This directly enhances the overall customer experience of the store. DelightChat is a customer support software for eCommerce brands. With its omnichannel support inbox, you can respond to customer queries from every channel on one screen. A tool like DelightChat enables you to manage customer support seamlessly.

Customer Experience 235

Customer Experience SaaS Sales Marketing 235

ShepHyken

JULY 26, 2021

My Comment: We start this week’s Top Five roundup with an article focused on why a focus on the internal customer experience is important to delivering a better external customer experience. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers.

Customer Service 265

Customer Service Customer retention Contact Center Upselling 265

Beyond Philosophy

MAY 15, 2017

Empower the customer to connect across channels, enable them to start on one channel and seamlessly go onto the other. For example, they complain via one social media platform, make sure they can as easily reach out to customer support via email and phone. The post Revealed: Prepare Your Customers For Next U.S.

Omni-channel support 333

Omni-channel support Sales Marketing Technology 333

Beyond Philosophy

MAY 10, 2016

There is a strong recognition that, while the company has to be as digitally efficient as its peers, there is an intersection with real conversations with real bank people, whether in customer support or at the local TD Bank ‘store’. Republished with permission from CustomerThink.com.

Marketing 186

Marketing Banking B2C Consulting 186

CSM Magazine

OCTOBER 30, 2024

Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently. Customer support teams benefit from automating routine tasks, improving customer satisfaction, and reducing response times.

Banking 52

Banking Consulting Consulting Enterprise 52

Beyond Philosophy

JULY 4, 2016

Whether the experience involves exploring services, opening an account, checking balances, getting loans, wealth management, or customer support, superior omni-channel effectiveness has become a performance ‘must-have’. Republished with permission from CustomerThink.com.

Banking 225

Banking Customer centricity Big data Finance 225

Call Center Weekly

SEPTEMBER 18, 2017

However, when I look back, although I am no longer working as a Customer Support Representative, I noticed enough similarities to understand how working as a CSR has shaped me professionally, and how similar the positions are. It feels natural to apply the principals I learned while working in customer support.

Customer Service 192

Customer Service Contact Center Consulting Consulting 192