ShepHyken

FEBRUARY 21, 2018

In both of these examples, the personal assumption that each of these people had was not in sync with mine. And, just because I don’t care about you calling me back the same day, doesn’t mean my customer won’t. Operating based on personal assumptions – or my personal likes and dislikes – can be dangerous.

Personalization 218

Personalization Customer Experience Customer Service Customer Care 218

Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Metrics Customer Service 158

CCNG

JANUARY 29, 2025

Some systems offer dashboards and data insights to measure effectiveness by customer case, agent, and even channel, empowering better decision-making for leaders. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

ShepHyken

OCTOBER 24, 2016

Increasing Sales With Personalized Marketing by Tyler Walton. Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Government 301

Government Customer Service Customer Care Personalization 301

TechSee

JANUARY 29, 2019

In addition, visual capabilities can help the customer choose the best product that fits his physical environment, to personalize the sales process and avoid NFF returns. The bot can also ask the customer about desired colors, styles and fabrics, and search for store branches that carry the desired models in inventory.

CRM 164

CRM Personalization Self service Sales 164

CCNG

NOVEMBER 13, 2024

Conversational AI enables smooth interactions across channels, while Generative AI helps create personalized experiences. The result is a contact center that can handle high volumes of interactions while maintaining a personalized approach for customers. AI plays a crucial role in this CX transformation.

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

JULY 8, 2019

That’s why you need to know how to improve customer service using social media. My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. 100 Of The Most Customer-Centric Companies by Blake Morgan.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Vcaretec

AUGUST 8, 2023

However, good customer support outsourcing won't sacrifice quality and may, in many cases, enhance your service. In this post, we'll look at the top 10 factors to consider when picking a customer care outsourcing provider. Simply provide your staff access to the tools you already use for customer service.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

SharpenCX

JULY 21, 2021

They’re known for personalized service that encourages customers to stay loyal. We’re crushing on Marriott’s customer experience strategy and you should too. We’re crushing on Marriott’s customer experience strategy and you should too. Marriott curates a seamless, personalized experience. What’s more?

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

ShepHyken

AUGUST 31, 2021

They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer’s perspective. Each person in the company should be an Experience Maker.

Coaching 370

Coaching Marketing Customer Care Customer Experience 370

ShepHyken

OCTOBER 17, 2018

This is why their customers are in love with the company. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers?

Customer Care 303

Customer Care Best practices Personalization Customer Service 303

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience. It allows for exceptional customer care.

Self service 52

Self service Contact Center contact center solutions Employee engagement 52

CCNG

DECEMBER 18, 2024

But what do you do if you work for a company where delivering exceptional customer service is not part of the culture? That is when you have to dig deep and remember what motivates you to deliver great customer service. Most likely it is a natural desire within your personality to serve others. Be that person!

CCNG 195

CCNG Consulting Consulting Customer Service 195

Vcaretec

JUNE 6, 2022

And it’s the top-tier retailers who understand these customer care trends who will be finding huge revenue numbers under the tree this year. Let’s break down the 4 biggest trends in retail spending as it relates to holiday customer care. Customer satisfaction numbers must remain high, even as shopping volumes increase.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Education 96

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

Bill Quiseng

JULY 3, 2024

With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the customers. We don’t just serve to satisfy customers.

Customer Care 78

Customer Care Government Sales Marketing 78

CCNG

JANUARY 15, 2025

and created entirely new standards for convenience and personalization. Think of Amazon. They didnt become a juggernaut by tweaking the best practices of retail. They asked, Whats next? Thats the power of next practices. They force us to stop looking sideways and start looking forward.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

OCTOBER 28, 2020

It turns out that I’m not the first person to come up with this. TV Personality, Steve Harvey , has given himself the title of CLO. is in charge of expressing gratitude to customers. …is is in charge of remembering birthdays, anniversaries and other important customer dates. …is CLO, as in Chief Love Officer.

Real estate 395

Real estate Personalization Marketing Customer Service 395

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 136

Customer Support Personalization SaaS Analytics 136

Beyond Philosophy

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

CCNG

NOVEMBER 27, 2024

If You Do Have to Mandate an RTO Policy, Personal Autonomy Matters: Unispace’s study shows that people are more open to RTO if it’s by choice and for the right reasons.

CCNG 195

CCNG Employee engagement Call Center Management 195

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

SEPTEMBER 22, 2023

This year, we’ll see a growing focus on the role of service in corporate strategies, with businesses incorporating new approaches and technologies to deliver the support their customers need. Service has become the main point of contact between a business and its customers, greatly affecting their perception of the brand.

Customer Service 164

Customer Service Chatbots Self service Customer Care 164

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Bill Quiseng

MAY 17, 2023

Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads.

Metrics 88

Metrics Customer Care Personalization Customer Service 88

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. My Comment: This is a great report about trends related to the “in-store” customer experience.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ShepHyken

AUGUST 17, 2021

Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving. This is a key personality trait. – Cognitive Flexibility is the multiple tasks that an individual encounters as a customer care provider. It’s right up there at the top of the list.

virtual call center 267

virtual call center Call Center Enterprise Customer Care 267

ShepHyken

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Call Center 263

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

Customer Care 225

Customer Care Customer Service Sales Marketing 225

Beyond Philosophy

APRIL 9, 2022

My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What’s more, customers care about this dissatisfaction.

Consulting 60

Consulting Consulting Customer Care Surveys 60

Steve DiGioia

APRIL 19, 2021

There’s the smirking “Sorry if you were offended” apology which blames the person you insulted. If you are an otherwise sincere person, your close relationships can probably survive a handful of insincere apologies. ComFinity knows what kind of inconvenience is involved when a customer misses a favorite show.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

CCNG

JULY 11, 2020

In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195