Definition - Customer Contact Central

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Definition of Employee Experience. Understanding what your organization’s employees are thinking and feeling when it comes to their roles and time spent on the job can prove invaluable in the improvement of all your operations.

Best practices

Best practices Employee engagement Surveys Technology

Would You Fight to Make Your Customers Happy?

ShepHyken

JULY 22, 2020

The official definition—actually, there are two of them, according to Merriam-Webster—is to contend in battle or physical combat, and to put forth a determined effort. When it comes to customer service, I’m in alignment with the second definition. That second definition should sum it up for everyone.

Sales

Sales Customer Service Personalization Customer Support

Stop using Customer Engagement as jargon and let’s truly understand it

Beyond Philosophy

MAY 11, 2023

The funny thing is that even after having over twenty years of experience in customer experience, I don’t have an excellent definition of customer engagement. Now, obviously, the words have an implied definition. However, I wanted a streamlined and straightforward definition. ” So, those are some definitions.

Marketing

Marketing Customer centricity Feedback Customer Experience

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years. ” – Lynn Hunsaker for ClearAction.

Customer Experience

Customer Experience B2C Journey mapping B2B

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Contact Center

Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

MAY 6, 2023

Now, part of not having any content on the subject means I didn’t have a definition ready for the term. Each of these definitions was unique and oddly familiar. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as “time well-spent.”

Marketing

Marketing Customer Experience

What is experience management (XM)? Definition & strategies

Callminer

AUGUST 8, 2023

While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers productive.

Management

Management Customer Service

What is brand intelligence? Definition, tools & more

Callminer

MAY 29, 2023

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

Customer Disservice

ShepHyken

OCTOBER 7, 2020

This phrase has no definition. In the absence of a formal definition, here’s my interpretation of customer disservice. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service.

Customer Service

Customer Service Accountability Sales Personalization

What is speech analytics? Definition, benefits, and use cases

3CLogic

NOVEMBER 7, 2024

Definition: What is Speech Analytics? Thanks to its transformational benefits, saving time and costs for contact centers, the speech analytics market is expected to reach $14.1 billion by 2029. 1 In this article, we’ll explore what Speech Analytics is, its benefits, and use cases for the contact center industry.

Analytics

Analytics Contact Center Personalization Time management

A Dramatic Change Doesn’t Have to Be a Traumatic Change

ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety.

Customer Service

Customer Service Technology Customer Experience

What is Customer Science? Is this the next wave of change?

Beyond Philosophy

SEPTEMBER 19, 2020

The definition of science helps us define Customer Science. Using the definition of science as a basis, you could define Customer Science as the rigorous identification of systems in customer experiences that help you create theories for customer behavior in future experiences.

Finance

Finance Big data Consulting Consulting

It’s Essential: Understand Your Customer’s Habits!

Beyond Philosophy

NOVEMBER 8, 2017

The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli. Now, the scientific definition only explains part of what makes up a habit. Few of us know how to change them—especially those bad ones. The Three Parts of Habit: Cue, Routine and Reward.

Government

Government Consulting Consulting Customer Experience

Be a Professional

ShepHyken

AUGUST 19, 2020

It’s definitely more than whether or not you are paid. Neil had a great definition of being a professional: “A professional just is, that’s all. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. I’ll answer that with a resounding, “No!”

Entertainment

Entertainment Customer Service

Guest Post: Tips to Boost Client Satisfaction in the Post-Pandemic Era

ShepHyken

JULY 30, 2021

You definitely don’t want that to happen, so you need to strive to enhance client satisfaction. To start providing the service, you may need to pay for online courses or take an exam to get a certification , but it will definitely be worth it! Here are a few ways to do just that. . Foresee What Your Clients Need? .

Finance

Finance Enterprise Coaching Consulting

Amazing Business Radio: Jeff Toister

ShepHyken

APRIL 6, 2021

Shep’s definition of amazement is simply being better than average all the time. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful. . Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising

Advertising Consulting Consulting Customer Experience

Price Is Only Relevant in the Absence of Value

ShepHyken

OCTOBER 10, 2023

But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? It’s simple.

Customer Experience

Customer Experience Customer Service Sales

Customer Service Versus Customer Experience … What’s the Difference?

ShepHyken

JULY 7, 2021

So, a short definition of customer service is all of the interactions that customers have with the people in the company. The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems.

Customer Experience

Customer Experience Customer Service Gamification Chatbots

Culture is Contagious

ShepHyken

MARCH 10, 2021

Everyone must know the role they play in delivering on that definition. Unfortunately, it’s also contagious in the worst-run companies. It must be abundantly clear how you define customer service and experience in your organization.

Coaching

Coaching Customer Service Personalization Management

Amazing Business Radio: Eric Chester

ShepHyken

APRIL 21, 2020

They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. His latest book is Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever.

Morale

Morale Surveys Marketing Customer Service

Try a Triage Approach to Customer Complaints

ShepHyken

AUGUST 6, 2024

It’s a medical term, but I wanted to better understand the definition, so I did what most people do. The first definition confirmed that the CEO’s comment was accurate. The second definition sounds like common practice for most businesses, not just hospital emergency rooms.

Customer Service

Customer Service Customer Experience Management

Employees Love the Story, Too

ShepHyken

DECEMBER 9, 2020

The lesson on how these are handled is definitely worth sharing. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process.

Coaching

Coaching Surveys Customer Service

How To Move Your Customers from Indifference to Recommendation

Beyond Philosophy

AUGUST 30, 2018

We discussed this predicament in a recent podcast and shared a couple of definitions about customers’ feelings to get us started. I choose one and hope for the best, but I don’t have a definite opinion on either. Indifference: Not feeling one way or the other about an experience. It’s not bad; it’s not good; it’s what you expected.

Brand ambassadors

Brand ambassadors Customer emotions Customer Experience Consulting

The Secret To Becoming A Successful Executive!

Beyond Philosophy

NOVEMBER 21, 2016

Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.

Consulting

Consulting Consulting Customer emotions Customer Experience

Another Way to Amaze Your Customers – Pay Attention

ShepHyken

JULY 15, 2020

My definition of “customer amazement” is to be better than average all the time. Beyond that, she paid attention and took action on that one little piece of information that put an exclamation point on an already great experience. Paying attention can help you find opportunities to create higher levels of customer amazement.

Customer Service

Customer Service Personalization

How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

DECEMBER 8, 2021

I’m less surprised by the definition and more surprised at the time frame. I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” To think that AI conversations began more than six […].

Contact Center

The Culture Challenge

ShepHyken

SEPTEMBER 22, 2021

Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. Create a simple and easily remembered definition of what customer service looks like in your organization. Principle Four: Put it in writing – This ties in with Principle One. It should be one sentence or less.

Customer centricity

Customer centricity Coaching Finance Customer Service

The future today! How to build a proactive experience to gain growth and save costs!

Beyond Philosophy

AUGUST 20, 2022

While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. Here are a few critical moments in the discussion: 06:17 Vasili introduces the concept of proactive customer service, its definition, and its benefits.

Consulting

Consulting Consulting Customer retention Surveys

Be Nice—It Doesn’t Cost You Anything

ShepHyken

AUGUST 12, 2020

I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. There’s not only a lesson here, but it’s also a heartwarming story that will make you feel good.

Customer Service

Customer Service Personalization

What Mixed Signals Do You Send Your Customers?

ShepHyken

AUGUST 17, 2022

Carlzon’s definition of the Moment of Truth was: . It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. At the time the book was published more than 30 years ago, Carlzon’s wisdom was timely.

Airlines

Airlines Advertising Customer Service Management

Seven Ways to Handle Abusive Customers (And One Way Not To)

ShepHyken

AUGUST 3, 2022

Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number. . If employees are properly trained, leadership should respect an employee’s decision to end the call. . You don’t have to be an airline to appreciate these seven ideas.

Airlines

Airlines Customer Support Customer Service

Feedback Narcissism

ShepHyken

JUNE 1, 2022

Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” The word narcissism is seldom used in a positive way.

Feedback

Feedback Customer Experience Personalization Customer Service

Amazing Business Radio: Dennis Yu

ShepHyken

MAY 10, 2022

Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! He is the author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! . The Ultimate TikTok Guide for Business . New York Times ?bestselling

Advertising

Advertising B2B Accountability Marketing

The Echo

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful?

Automotive

Automotive Advertising Engineering Feedback

The Difference Between Good and Great

ShepHyken

JUNE 29, 2022

If the doctor is also helpful and friendly, another way of saying the doctor has a good bedside manner, then by my friend’s definition, he or she is a great doctor. . Our customer service research found that the top reason customers are most likely to come back is because employees are helpful and friendly. .

Accountability

Accountability Customer Service Customer Experience

Predictive Customer Support

ShepHyken

JUNE 26, 2019

My simple definition of predictive customer support is that the customer gets the support not only before they know they need it, but before the problem ever occurs – because it’s predicted that it will occur. My prediction is that it will not only become popular, but a recognized standard that customers will come to expect.

Customer Support

Customer Support CRM Customer Service Technology

Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

MAY 3, 2019

One effect of the digital transformation has been the erosion of the traditional definition of brand loyalty. Changing your approach so that each part of the customer experience is created around your customers’ definition of what is convenient is what creates loyalty today. Easy: The New Loyalty.

Chatbots

Chatbots Customer Experience Marketing Customer Support

What Is Your Customer-Centric DNA?

Contact Center Pipeline

APRIL 14, 2021

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience across all products, channels and brands.

Customer centricity

Customer centricity Customer Experience Management Employee engagement

Amazing Business Radio: Ford Blakely

ShepHyken

JUNE 25, 2019

The goal should be to create convenience for all, but it should definitely be skewed in the customer’s favor. As with technology, there needs to be a balance between convenience for customers and convenience for employees/businesses. When in doubt, always do what’s best for the customer.

Finance

Finance Technology Customer Service

Don’t Cut What Is Obvious to the Customer??

ShepHyken

DECEMBER 15, 2021

In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. Last week I covered the concept of skimpflation.

B2C

B2C B2B Customer Service Customer Experience

Practical Advice For Influencing People: 6 Key Principles

Beyond Philosophy

MAY 14, 2020

Most people think of it as convincing somebody or changing somebody’s thinking, which he says is an excellent start to the definition. However, the definition is not enough for Ahearn because you ultimately want to change peoples’ minds so they change their behavior.

Consulting

Consulting Consulting Personalization Coaching

What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

JULY 10, 2019

By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.”

Customer Service

Customer Service Customer Experience

Five Ways to Say Thank You to Your Customers

ShepHyken

FEBRUARY 13, 2019

However, this isn’t meant to be the definitive work on appreciation—just something to get you to start thinking about it. This could be a fun way of expressing appreciation, and at the same time, the rest of the world gets to see how much you love your customers. As I created this list, I came up with many more ways to say thank you.

Personalization

Personalization Customer Service

Make Your Company’s Name Your Brand Promise

ShepHyken

FEBRUARY 27, 2019

For those that don’t know my definition of a customer service mantra, it’s a short sentence or phrase that summarizes the service vision. So as a customer, we will expect nothing less than an incredible customer experience. And those three words, incredible customer experience (what they refer to as I.C.E.), are the backbone of the name.

Banking

Banking Customer Service Customer Experience Personalization

What is Employee Experience? Definition & Best Practices

Would You Fight to Make Your Customers Happy?

Trending Sources

Stop using Customer Engagement as jargon and let’s truly understand it

A to Z Guide to Customer Experience Definitions and Terms (Updated)

The Top 3 Ways to Forecast for Your Contact Center

Lets really understand what Customer Engagement is and how to improve it

What is experience management (XM)? Definition & strategies

What is brand intelligence? Definition, tools & more

Customer Disservice

What is speech analytics? Definition, benefits, and use cases

A Dramatic Change Doesn’t Have to Be a Traumatic Change

What is Customer Science? Is this the next wave of change?

It’s Essential: Understand Your Customer’s Habits!

Be a Professional

Guest Post: Tips to Boost Client Satisfaction in the Post-Pandemic Era

Amazing Business Radio: Jeff Toister

Price Is Only Relevant in the Absence of Value

Customer Service Versus Customer Experience … What’s the Difference?

Culture is Contagious

Amazing Business Radio: Eric Chester

Try a Triage Approach to Customer Complaints

Employees Love the Story, Too

How To Move Your Customers from Indifference to Recommendation

The Secret To Becoming A Successful Executive!

Another Way to Amaze Your Customers – Pay Attention

How Your Contact Center Agents Can Drive More Revenue

The Culture Challenge

The future today! How to build a proactive experience to gain growth and save costs!

Be Nice—It Doesn’t Cost You Anything

What Mixed Signals Do You Send Your Customers?

Seven Ways to Handle Abusive Customers (And One Way Not To)

Feedback Narcissism

Amazing Business Radio: Dennis Yu

The Echo

The Difference Between Good and Great

Predictive Customer Support

Guest Blog: Why Convenience is a Key Differentiator in CX

What Is Your Customer-Centric DNA?

Amazing Business Radio: Ford Blakely

Don’t Cut What Is Obvious to the Customer??

Practical Advice For Influencing People: 6 Key Principles

What Signals Are You Unintentionally Sending Your Customers?

Five Ways to Say Thank You to Your Customers

Make Your Company’s Name Your Brand Promise

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