ShepHyken

OCTOBER 8, 2021

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. Make Note of Feedback. Receiving negative customer queries can be tough on morale and drain your energy. For emails, respond quicker than 48 hours.?

Best practices 348

Best practices Customer Service Morale Feedback 348

CSM Magazine

JANUARY 3, 2025

Businesses are no longer confined to local or regional markets. Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

ShepHyken

APRIL 30, 2021

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Customer Service Trends For 2021 .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 398

Customer Experience Technical Support Customer advocacy Finance 398

ProProfs Blog

SEPTEMBER 24, 2020

In today’s day and age, offering proactive and solution-oriented customer support has become essential. Companies that are not able to provide state of the art customer support don’t grow at the same pace as their competitors. The Best Ways to Collect Customer Feedback. Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

TechSee

NOVEMBER 27, 2024

Train employees to anticipate and meet customer needs proactively. Effective Communication Establish clear channels of communication between customer-facing teams and other departments. Foster a culture of open dialogue where customer feedback is welcomed and shared. 47% improvement in Net Promoter Score (NPS).

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Who are your target customers?

Marketing 145

Marketing Surveys Feedback Education 145

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

ProProfs Blog

JANUARY 24, 2020

Advocacy Marketing by Tesla is another brilliant example in which the existing loyal customers were used to grab new customers. . The company offered referral packages of $1000 to both existing customers and new references. How to Develop Customer Advocacy for Your Business? Access to diverse marketing channels.

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. It’s all about your email marketing revolving around your subscribers’ needs.

Marketing 158

Marketing Customer Experience Entertainment Customer centricity 158

TeleDirect

DECEMBER 25, 2024

A 24/7 call center ensures: Seamless support for customers worldwide. Increased opportunities to expand into global markets. Enhanced Brand Loyalty Consistently excellent customer support fosters trust and loyalty. Agents can address problems as they arise, preventing escalation and ensuring customer satisfaction.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

AUGUST 18, 2020

Know who your customers are, and once you do, you will be able to better market to them personally. Even if an employee doesn’t have direct contact with a customer, they support someone who does. Customer service must be part of the company’s culture. Ask people who may not usually get asked.

Feedback 305

Feedback Customer Service Personalization Customer Support 305

ShepHyken

APRIL 7, 2017

Are you marketing your product in the right way? In the race to winning the customers or the aimed targets, things are often overpromised. Also, it is significant to market and sell in the right way. An unhappy customer shows you the actual scenario of the market. A quick tip is to examine the negative feedback.

Advertising 285

Advertising B2B Employee engagement CRM 285

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 268

Customer Support Sales B2B Marketing 268

ProProfs Blog

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing.

Marketing 142

Marketing B2B Advertising B2C 142

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. Read each of these as a completion of this sentence: A company might not be customer-centric if they… Here’s what my friends came up with: , Luke Soon , focusing on the big picture says: 4) think short-term versus long-term. 11) have zero channels for customer feedback.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

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. Make a phone call to see how they (customers) are doing. Create a customer advisory board.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

APRIL 2, 2021

Misconception #1: Every angry customer just wants a discount. When it comes to angry customers , you may think that someone is only causing a commotion to save a quick buck, but you would be wrong. Misconception #4: You can’t save your relationship with a customer after a negative experience.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

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

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. The global eCommerce market size was valued at 9.09 This directly enhances the overall customer experience of the store.

Customer Experience 241

Customer Experience SaaS Sales Marketing 241

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

JANUARY 28, 2022

He shares the 5 ways a CRM can influence the customer and business part of your organization. Customers play a crucial role in establishing the position of a business in the market. Managing customers reflect on the revenue and the evaluation of the brand for any business. . Customer support.

CRM 183

CRM Sales Feedback Customer Support 183

ShepHyken

SEPTEMBER 17, 2019

The Interview with Paul Selby: Self-service is all about empowering customers and giving them the ability to solve their own problems. This often allows resolutions to be reached faster, which makes the customers happy and eliminates extra work for customer support agents. Feedback is a huge opportunity for insight.

Self service 261

Self service Chatbots Feedback Customer Service 261

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Automate customer service.

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

ShepHyken

JULY 7, 2024

5 Big Ways to Turn up the Voice of Your Customer in Your Marketing by Bunny Tharpe (MarTech) What your customers have to say about their experiences with your brand should inspire and drive innovation in your marketing. My Comment: Do your customers talk about you and your products and/or services?

Customer Service 206

Customer Service Best practices Marketing Customer Experience 206

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot.

Customer Service 43

Customer Service Chatbots Customer Care B2B 43

ShepHyken

JUNE 29, 2018

Once you have found a system which works for you, customers will notice better efficiency with your business and will be impressed. It is no secret that social media continues to increase in popularity by the day for customer support. Customer Feedback. Social Media Engagement.

Customer Service 206

Customer Service Feedback Coaching Management 206

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

ShepHyken

NOVEMBER 29, 2019

Before Mark Zuckerberg revolutionized online communication with Facebook, the pace of feedback traveling via word-of-mouth was slow. Social media has empowered users to share instant feedback with their followers – and have those comments validated instantly. More than 98% of customers contacting the chatbot stay within the bot.

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

Interaction Metrics

MARCH 13, 2025

Customer sentiment analysis involves evaluating customer data to understand emotional tonewhether it’s positive, negative, or neutral. It relies on natural language processing (NLP) and machine learning to classify customer feedback. For example: The checkout process was seamless! Positive sentiment.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

TeleDirect

MARCH 15, 2025

Call Center Service for Your Business: Inbound vs Outbound Call Center Service for Your Business: Inbound vs Outbound plays a critical role in optimizing customer support and business growth. Understanding the difference between inbound and outbound call centers helps businesses create efficient customer engagement strategies.

Call Center 62

Call Center Telemarketing Technical Support Healthcare 62

ShepHyken

FEBRUARY 14, 2022

can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Determine Customer Training Type . Simulate Calls .

Customer Service 191

Customer Service Customer Support Marketing Metrics 191

delighted

APRIL 19, 2023

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys fill that niche for real-world feedback. Why create a QR code survey?

Surveys 90

Surveys Feedback Best practices Marketing 90

CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes. In the long term.

Personalization 52

Personalization Feedback Customer Support Marketing 52