ShepHyken

DECEMBER 5, 2016

Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. ZDNet) Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes).

Customer Service 314

Customer Service Customer retention Personalization Customer Experience 314

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. E-commerce Manage order inquiries, shipping updates, and returns. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

TeleDirect

JANUARY 7, 2025

Customer Expectations for Always-On Availability In todays digital age, customers expect instant responses. A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Help Scout

MAY 12, 2021

In this article, we discuss the role of support teams in retaining customers and show how to combine high-quality, empathetic customer service with a deliberate focus on business growth. What is customer retention and how is it measured? 15 practical ways customer service teams can improve retention.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 232

Customer retention Surveys Sales Customer Service 232

CSM Magazine

OCTOBER 24, 2024

Utilizing software to manage recurring revenue is seen as a strategy to reach this objective. The Role of Software Solutions Software for managing recurring revenue is essential for optimizing business operations by automating billing tasks to minimize errors and maintain precision in transactions.

Management 52

Management Revenue potential Analytics CRM 52

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . The Relationship Between Customer Experience Management and Sales. Please click here to learn more. An Inside Look at the Casino Experience.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Irina Kirnos is a Product Marketing Manager at RingCentral in EMEA.

Chatbots 304

Chatbots Customer Experience Cloud contact Contact Center 304

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. I often see companies and employees who are quick to blame someone else in their organization whenever a problem occurs.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage.

Customer Service 232

Customer Service Customer retention Call Center Metrics 232

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CSM Magazine

MARCH 10, 2025

SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.

Sales 52

Sales Customer Service APIs Engineering 52

Beyond Philosophy

MARCH 31, 2015

Branches allow for direct contact with individuals and businesses important for the sales of financial services. The post At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed? Blogs Customer Retention' and “If you ask me anything I don’t know, I’m not going to answer.”.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. Is it more important than sales?

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. It’s not just about interaction with sales or customer service. The insurer managed to become a partner in the consumer’s day to day life and healthcare. Post-sale monitoring.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan.

Best practices 126

Best practices Management SaaS Metrics 126

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

NobelBiz

APRIL 29, 2025

They dont knowor carethat sales and support teams have different goals, different systems, and often completely different ideas of what success looks like. When sales and support work in silos, the result is broken trust. Misaligned Metrics: Sales chase revenue while support manages problems, creating conflict and customer frustration.

Call Center 40

Call Center Sales Morale Contact Center 40

TeleDirect

MARCH 15, 2025

Outbound call centers focus on outgoing customer interactions, including sales, lead generation, and follow-ups. Both types of call center services are crucial in improving customer experience, increasing sales, and enhancing brand reputation. Managing hotel reservations and travel bookings.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

Cincom

APRIL 15, 2025

What is Customer Experience Management (CXM)? The customer experience management definition extends beyond traditional customer serviceit is an enterprise-wide strategy that integrates AI, automation, and real-time analytics to optimize every interaction across digital and physical touchpoints.

Customer Experience 40

Customer Experience Management Chatbots CRM 40

ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. My Comment: Jeremy Watkin lives and breathes customer service. He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

ShepHyken

JULY 13, 2018

Remember, your business client is also a customer. Relationship Building in B2B for Customer Retention. Taking the time out to build rapport and manage long-term commitments with your business clients yields huge dividends when it comes to retaining client loyalty over the long-term. Final Words.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. I’m sorry but I first have to check with my manager if I can handle this request.

Scripts 133

Scripts Sales Customer Service Accountability 133

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. Boosts Revenue Generation.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 190

CRM Sales Feedback Customer Support 190

Calltools

AUGUST 9, 2023

Generating, cultivating, and managing leads are crucial to every contact center’s success. As such, it’s vital that business owners and call center managers carefully consider their lead management strategy and its effectiveness. Consider your lead management strategy the backbone of your entire sales goals.

Management 96

Management Contact Center Customer retention Sales 96

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. What is a Customer Experience Strategy? 5 Ways to Enhance Customer Experience.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

TeleDirect

JANUARY 4, 2025

Example: A missed call from a potential customer looking to purchase a product or service could mean losing hundreds or even thousands of dollars in sales. Damaged Reputation Customers expect businesses to be accessible. Impact: A quick response can turn inquiries into sales, boosting your revenue.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 208

Customer Service Upselling Sales Customer retention 208

TeleDirect

APRIL 23, 2025

In an increasingly competitive insurance landscape, retaining policyholders and maintaining a high level of customer satisfaction are top priorities for insurers. In this article, we explore how specialized services optimize policyholder support and boost customer retention.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

NobelBiz

FEBRUARY 25, 2025

Key Takeaways AI Transforms Call Centers: AI automates quality management, analyzing all interactions and improving service. Automated Scoring & Predictions: AI removes bias, enhances training, and anticipates customer needs. Many call centers are still stuck using outdated quality management methods.

Quality management 52

Quality management Call Center Management Coaching 52