ShepHyken

SEPTEMBER 7, 2023

How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback. You’ll primarily need: Time for training new CX processes.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

AUGUST 20, 2021

There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter. Whether they give good or bad feedback, listen to your customers and let them know you listen. Who doesn’t love a warm, heartfelt surprise? Build a Referral Program.

Enterprise 420

Enterprise B2B Feedback Marketing 420

ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. The article gives you an inside look at how some companies game the system.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

Toister Performance Solutions

OCTOBER 10, 2024

I learned how to better respond to questions I couldn't answer, such as "I'm not sure, so let me go find out for you." Employees learn more from coaching, feedback, and mentorship than they do from content delivered in a formal program. If you have access to LinkedIn Learning, try How to Design and Develop Training Programs.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

ShepHyken

OCTOBER 20, 2024

How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? Personalization Done Right by Mark Abraham and David C.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

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. Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. Here’s how: Identify Customer Segments.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

TMP Direct

JANUARY 20, 2025

In a world where technology is revolutionizing customer interactions, the challenge for brands lies in ensuring that personal touch remains at the core of their customer service. Whether through phone, email, or social media, customers expect a seamless experience that matches the quality they receive in-person or over the phone.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. How Mature Companies Should Tackle Negative Social Media Feedback Analyses by Ricardo Saltz Gulko (Eglobalis) As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media.

Customer Service 198

Customer Service B2B Chatbots Education 198

Vistio

FEBRUARY 24, 2025

Providing feedback is one of the most powerful tools for improving agent performance, but in high-pressure environments like contact centers, its not always easy to make that feedback meaningful. Generic coaching, delayed reviews, or feedback that lacks actionable steps often gets lost in the daily rush of customer interactions.

Feedback 52

Feedback Coaching Contact Center Personalization 52

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. How to Achieve High FCR: Empower agents with access to comprehensive information and resources.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

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. Gain feedbacks in real-time – Feedbacks have always been a must! Try capturing feedbacks in real-time. Of course, you can even think of making specific outbound calls to gain more insightful feedback.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

Beyond Philosophy

JULY 13, 2023

I mention the Flat Earth theory because, in another podcast, we talk about how our biases influence AI. Imagine that the person feeding all the information into the AI is a Flat Earther. How might that worldview influence what comes out of the machine? Social media Data support Ticket data Customer satisfaction metrics.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

TeleDirect

MARCH 9, 2025

How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers How to Reduce Wait Times and Improve Customer Satisfaction in Call Centers is a critical focus for businesses aiming to enhance customer experience and boost operational efficiency. Act on feedback to improve overall service delivery.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Return Customer

JANUARY 31, 2025

They expect a shopping experience that feels personal and memorable. Key components Effective customer service relies on three main parts: responsiveness, accessibility, and personalization. How fast you respond can greatly affect how satisfied customers feel. Modern shoppers want more than good products.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. How AI is Beginning to Transform VoC AI is starting to reshape how VoC platforms collect, process, and analyze feedback. And at scale.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

CSM Magazine

JANUARY 20, 2025

Here’s how to implement A/B testing effectively: Pick a Variable to Test : This could be a headline, call-to-action (CTA), or page layout. Personalizing User Experiences with Data Nothing makes a user feel more valued than personal touches. Collecting and Using Customer Feedback Numbers dont tell the whole story.

Metrics 64

Metrics Feedback Analytics Scripts 64

Interaction Metrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Share it across departments for feedback, then apply those insights to 15 more emails. Research shows that customers are 2.4 These training sessions should focus on: Active listening skills.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

TeleDirect

JANUARY 15, 2025

By the end, youll understand how fostering empathy can transform customer interactions and drive business success. Empathy is the ability to understand and share the feelings of another person. Personalization: Adapting communication to suit the individuals preferences and circumstances. What Is Empathy in Customer Service?

Call Center 126

Call Center Customer Service Healthcare CRM 126

CCNG

MARCH 8, 2023

You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

NOVEMBER 11, 2024

How should companies handle feedback to improve their brand’s customer experience? Top Takeaways Branding is crucial for any company because it defines how customers perceive the business. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency.

Customer Experience 165

Customer Experience Feedback Personalization Customer Service 165

Beyond Philosophy

DECEMBER 10, 2018

Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face. In those days, customer surveys played an important role in getting feedback from people who had done business with you. Do you have survey fatigue?

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Here’s how to get started: 1.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

TeleDirect

JANUARY 17, 2025

Customer Service Skills: How to Handle Difficult Calls from Customers When working at the top call centers in the US , handling difficult calls from customers effectively is one of the most critical skills an agent can master. Avoid taking negative comments personally. Avoid generic responses; personalize your acknowledgment.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

MAY 22, 2017

On the other hand, a good social media management strategy can enhance the public’s perception of the business – again, even when they have no personal engagement experience with your brand – and improve the Customer Experience. To simply find out where you are, or how to get in touch. Getting Personal.

Consulting 360

Consulting Consulting Feedback Personalization 360

CSM Magazine

JANUARY 28, 2025

Here’s how to use AI customer insights to drive meaningful growth in your business. These insights allow businesses to anticipate customer needs and deliver personalized, relevant experiences at scale. How to Use AI Customer Insights to Boost Growth Below are actionable ways to leverage AI-powered insights across your business.

Feedback 52

Feedback Marketing Education Chatbots 52

ShepHyken

OCTOBER 8, 2021

Behind every subscription is a person.? . Whether someone uses a negative or positive tone in speaking with you, remember they’re reaching out because they’re experiencing a problem, they’re confused about how to do something, or they need another form of help. . Make Note of Feedback. Lead with Empathy.

Best practices 348

Best practices Customer Service Morale Feedback 348

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. The employee experience is crucial in identifying and addressing customer pain points, as they can provide valuable insights on the issues and how to make improvements.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

OCTOBER 3, 2024

Maybe the call center picked up the call quickly, and then, instead of an automatic menu, gave us a live person who seems to anticipate what we need even before we need it. However, sometimes the experience we have with a call center isn’t half bad. When we hang up, we probably say, “Well, that wasn’t what I expected!”

Call Center 221

Call Center Technology CRM Management 221

ShepHyken

MAY 6, 2019

Team Support) Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. Lists are usually about “how to’s.”

Customer Service 296

Customer Service Customer centricity Feedback Personalization 296

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Let’s dive in and discover how to keep your call center staffed with engaged, and high-performing agents that deliver exceptional experiences.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Global Response

MARCH 12, 2025

Knowing these trends can help you plan how to assist customers in the future. Improved customer satisfaction When it comes to improving customer satisfaction, personalization matters. Based on data from McKinsey, 71% of consumers want personalized experiences in their company interactions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

CSM Magazine

JANUARY 20, 2025

But how can businesses fully leverage WhatsApp to deliver exceptional support while fostering customer loyalty? Heres a step-by-step guide on how to use WhatsApp and tools like WhatsApp Shared Inbox for Teams to perfect your customer service game. Personalize Every Interaction Customers value being treated as individuals, not numbers.

Customer Service 52

Customer Service Metrics Accountability Analytics 52

CSM Magazine

MARCH 3, 2025

Whether you’re running a business that relies on timely shipments or waiting for a personal delivery, reaching out to FedEx customer service is sometimes necessarywhether its to track a shipment or resolve an issue. But how do you get in touch with FedEx customer service? And, more importantly, how effective is their support?

Customer Service 52

Customer Service Wait times Self service Feedback 52

Interaction Metrics

FEBRUARY 20, 2025

Get a Third Party to Conduct Your Surveys If you want NPS feedback you can trust, avoid running surveys in-house. Close the Loop Quickly Speed matters when addressing customer feedback. Consider rewarding promoters with exclusive perks, such as early access to new features or personalized offers. So, why settle for less?

Surveys 62

Surveys Benchmark Feedback Metrics 62