ShepHyken

JUNE 23, 2021

We are seeing business in most industries returning to pre-pandemic levels. While some industries and companies flourished throughout the last year, many were forced to a level of flexibility that included major changes, just to barely survive and keep their doors open. Then there are certain industries that may not be impacted.

Customer Service 361

Customer Service Management 361

Callminer

MAY 23, 2022

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.

Contact Center 339

Contact Center 339

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . The big question is this: Regardless of the type of business or industry you are in, have you adapted the way you do business to meet the new expectations of a customer who has been, for lack of a better word, Amazonized ? .

B2B 375

B2B Healthcare Customer Experience Customer Support 375

ShepHyken

OCTOBER 21, 2020

Realize that others in your industry are probably asking themselves the same question. My suggestion is to go beyond the competition and look at the best companies from any and every industry. Compare yourself to the best—from any industry—and borrow their best service ideas. However, that can be a dangerous question.

Real estate 395

Real estate B2C B2B Customer Service 395

ShepHyken

FEBRUARY 14, 2023

Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? I love discussing the companies we love to do business with outside of our own industries, and that’s why.

Surveys 394

Surveys Customer Service Marketing 394

Beyond Philosophy

SEPTEMBER 10, 2019

Their survey, the UK Customer Satisfaction Index Report, is one of the most robust in the industry. Furthermore, it addresses 13 different industry verticals and receives over 45,000 responses. They run their research twice a year and have done so for the past ten years.

Surveys 409

Surveys Customer Experience Customer Service Marketing 409

Callminer

AUGUST 10, 2022

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more.

Healthcare 345

Healthcare 345

Beyond Philosophy

MARCH 19, 2020

Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. Our research revealed that many companies think that AI or the Internet changing their industry is the least important thing they should be worrying about, to the tune of one in four. To be honest, I am shocked.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

ShepHyken

JULY 23, 2021

Creativity is a key quality that makes you stand out in your industry. Communication is essential no matter which industry you belong to. Relying on one another builds trust and helps every team member learn how to achieve multipart goals with others. . Inspires Creativity via Discussion Forums and Feedback .

Feedback 410

Feedback Surveys Management Employee engagement 410

ShepHyken

SEPTEMBER 11, 2023

Customers don’t just compare you to other companies within your industry. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. When they create this new way in an industry with a lot of headroom, they will win.”

Automotive 335

Automotive Airlines Benchmark Service level 335

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. Feedback devices can be especially beneficial for retail, healthcare, and industries where customer experience directly impacts revenue. ” About: Miika Mäkitalo is the CEO of HappyOrNot.

Feedback 349

Feedback Healthcare Analytics Customer Service 349

Callminer

JANUARY 9, 2023

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

Analytics 341

Analytics 341

ShepHyken

MARCH 8, 2021

It doesn’t matter what type of business you are in, any company can learn from the hotel and restaurant industries, where a lack of hospitality could send you toward going out of business. My Comment: If you’ve been following me, you know that I’m a big believer in the hospitality mentality. pandemic).

Airlines 366

Airlines Customer Service Coaching Surveys 366

ShepHyken

AUGUST 11, 2020

They discuss how any company in any industry can utilize a subscription model to the benefit of their customers. This will help you build a formal relationship with recurring revenue in any company and any industry. How to Deepen Customer Relationships Through Subscription and Membership. Quotes: “A subscription is a pricing decision.

Consulting 66

Consulting Consulting Customer Support Marketing 66

ShepHyken

JANUARY 25, 2021

My Comment: I believe that every company – in any industry – could do well to have a “hospitality mentality.” ” That’s why I’m drawn to articles with lessons from the hotel and restaurant industries.

Customer Service 406

Customer Service Customer Experience Marketing Management 406

Callminer

JULY 5, 2022

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

Best practices 327

Best practices 327

ShepHyken

JULY 13, 2022

It doesn’t matter what type of business or industry you’re in. There is a forum for every industry where customers talk. Alfia had been working in the restaurant industry, and whenever he saw a bad review, he took it personally. And the world gets to watch how they handle the problems. . You are not immune from bad reviews.

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

ShepHyken

JULY 5, 2021

Even if you’re not in the hotel industry, you’ll find the results interesting. LUMOA) Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. My Comment: Do your customers open your emails to them?

Customer Service 388

Customer Service Consulting Consulting Surveys 388

Beyond Philosophy

FEBRUARY 6, 2021

Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. These jobs might be the most important new jobs in business today.

Finance 482

Finance Consulting Consulting Customer Experience 482

Contact Center Pipeline

FEBRUARY 7, 2023

It is a MUST READ for everyone in our industry, for it […] One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.

Customer Service 306

Customer Service Customer Experience 306

ShepHyken

JANUARY 8, 2021

They were the cornerstone of the service industry, and in many ways they still are. He is an e xperienced Sales Director with a demonstrated history of working in the information technology and services industry. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

ShepHyken

JANUARY 10, 2023

She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. No matter what industry your company is in, in the end, you are still dealing with human beings and should have the human experience in mind. There is no B2B in CX.

B2C 60

B2C B2B Technology Customer Experience 60

ShepHyken

JUNE 24, 2020

Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Most businesses know their numbers, but do they know the right numbers? We find out how they liked our experience.

Customer retention 424

Customer retention B2C B2B Customer Service 424

CCNG

JANUARY 29, 2025

Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. Whether your organization prioritizes speed, process, or risk management, with the right tools, your contact center can move beyond outdated document holders and into a future of efficiency and engagement.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

Myra Golden Media

FEBRUARY 24, 2022

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. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. Continue the conversation with me?

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

MARCH 11, 2024

What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? Why should organizations prioritize creating special and unforgettable experiences for their customers?

Customer Experience 389

Customer Experience Entertainment Customer centricity Personalization 389

ShepHyken

DECEMBER 3, 2021

This means that rather than targeting industry-wide acceptable thresholds of On Time In Full (OTIF) deliveries in the 90 percent range, XGS is focusing efforts on meeting customer expectations 100 percent of the time. XGS is now moving toward what we call a “100% mindset.”

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Contact Center Pipeline

JULY 20, 2021

It has been 20 years since a group of software industry thought leaders created the […]. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward.

Contact Center 290

Contact Center Call Center Management 290

ShepHyken

JANUARY 18, 2021

(UnboundB2B) In this blog post, we bring to you industry experts who will explore the trends in B2B marketing that businesses need to adapt to succeed post-pandemic. It’s nice to see the emphasis on B2B, versus retail and other B2C industries.

Customer Service 334

Customer Service B2B Journey mapping Chatbots 334

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.

Customer Service 346

Customer Service Education Accountability Management 346