ShepHyken

APRIL 30, 2021

Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? . Customer Service Trends For 2021 . Here are five customer service trends to watch out for in 2021:?

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

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?

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Feedback Surveys Customer centricity Metrics 143

ShepHyken

AUGUST 18, 2020

Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell. 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.

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Feedback Customer Service Personalization Customer Support 306

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

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Benchmark Customer retention Feedback Consulting 310

ShepHyken

APRIL 2, 2021

However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. Misconception #4: You can’t save your relationship with a customer after a negative experience.

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Customer Service Self service Metrics Average Handle Time 296

ShepHyken

FEBRUARY 18, 2025

How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service? Your employees are just as valuable sources of feedback as your customers.

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Customer Service Construction Metrics Feedback 156

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect. However, todays customers want a personalized experience. Even Amazon has live customer support.

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Customer Service Customer Support Feedback Technology 234

ShepHyken

JULY 26, 2019

One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. By creating personas, your customer support team can recognize who they are and understand them better. Gain feedbacks in real-time – Feedbacks have always been a must!

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Customer Experience Feedback Customer centricity Customer retention 298

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

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Customer Support Feedback Chatbots Best practices 108

CX Accelerator

OCTOBER 3, 2019

Failure to do so is disrespecting the customer and the business." Encourage new employees to be customers Adding new employees to an organization is a great way to gain new insight and innovation. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

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Feedback Customer centricity Employee engagement Contact Center 296

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

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Contact Center Personalization Analytics Chatbots 106

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.

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Customer Support Contact center software Call Center Analytics 104

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant.

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Personalization APIs Enterprise Entertainment 119

ShepHyken

FEBRUARY 15, 2022

And, how often do I go there to understand what’s going on with my customers and my employees? On feedback… Psychologically, with a blank text box, people don’t know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item.

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Feedback Education Surveys Personalization 209

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. As he points out, “The customer isn’t actually using their voice to provide feedback.”

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Surveys Contact Center Consulting Consulting 345

ShepHyken

MARCH 5, 2021

With Privy, you can capture the visitor’s email and leverage that for various personalized campaigns like cart abandonment, special discounts, etc. Since you have the customer’s email, you can have a 1:1 conversation with them, thus enabling you to receive first-hand feedback. From the 251st contact, you pay $20/month.

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Customer Experience SaaS Sales Marketing 245

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. This effect is more pronounced than ever.

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Technology Customer Experience Complaint resolution Gamification 267

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.

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Customer Support Sales B2B Marketing 271

ShepHyken

OCTOBER 27, 2024

My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Topics include automation, personalization, 24/7 support, and more. Engage, Delete, Ignore or Snub?

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Customer Service B2B Chatbots Education 201

ShepHyken

JANUARY 18, 2022

Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Tools: The world has changed in terms of how we speak to our customers.

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Journey mapping Average Handle Time Feedback Consulting 201

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].

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Customer Support Best practices CRM Consulting 98

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. To help you get started, we’ve prepared a small customer support glossary below.

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Customer Service APIs Customer Support Feedback 179

ShepHyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service.

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Entertainment Feedback Surveys Customer Service 166

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.

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Customer Service Surveys Customer Experience Feedback 292

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”.

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Employee engagement Consulting Consulting Enterprise 364

ShepHyken

APRIL 15, 2022

Top 5 ways to create a robust customer experience strategy . Automate customer service. As any business organization begins to expand its operations, serving every customer on a personal scale becomes difficult. And this is only natural, given the limits customer support representatives have with both time and energy.

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Customer Experience Customer Support Enterprise Scripts 185

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.

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Customer Service Surveys Customer Experience Accountability 316

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

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Customer Experience B2C Journey mapping B2B 167

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. First Call Resolution is an important call center metric to determine the effectiveness of your call support staff. .

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First call resolution Call Center Best practices Customer Support 209

ShepHyken

MARCH 31, 2021

Focus on Feedback. Create a survey to learn what your customers want and expect from you. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. Conduct a Focus Group. Spend a Day on the Front Line.

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Feedback Surveys Sales Customer Service 187

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. “Realize that just like you, other factors may come to play and affect the person’s interaction with you. Head off issues preemptively by acting on feedback.

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Customer Service Scripts Construction Feedback 273

CCNG

JUNE 7, 2023

A recent search about how Chat GPT can and will assist in customer service, contact center and customer experience shows many ways ChatGPT can be a potentially valuable tool including: Answering Frequently Asked Questions (FAQs) : Chat GPT can handle repetitive and commonly asked questions by providing instant and accurate responses.

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Contact Center CCNG APIs Scripts 195

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. GDPR, CCPA).

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Personalization Customer Service Telecommunications Chatbots 59

PeopleMetrics

JANUARY 29, 2025

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers.

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Marketing Airlines Surveys Feedback 116

ShepHyken

SEPTEMBER 23, 2019

My Comment: I like how AI (Artificial Intelligence) has been improving the customer experience. This article gets to three areas that truly benefit the customer; personalized recommendations, biometric recognition and virtual (digital) assistants. My Comment: You want happy customers? Then read this article.

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Journey mapping Customer Service B2B Analytics 264

ShepHyken

AUGUST 30, 2021

My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. Here are several ways to drive loyalty using data, feedback, benchmarking with others, and more. The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Maybe both!

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Customer Service B2B Benchmark Personalization 43

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

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outsourcing Customer Support Technical Support Healthcare 62