Callminer

JULY 26, 2023

Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.

Customer retention 342

Customer retention 342

ShepHyken

DECEMBER 24, 2024

How do you know when a CX strategy is working? Whats the first thing you think about when designing a new CX strategy? AI is the obvious answer, so heres a different one. I love the life-size holograms of people who greet and help airport customers. Its a little bit of Disney-style magic in our daily lives. Convenience! The customer.

Customer Experience 225

Customer Experience Customer Service Sales 225

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. How to Build a Localized Support Strategy: Identify high-demand regions that require dedicated teams. Better alignment with local business hours.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

ShepHyken

OCTOBER 20, 2024

How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? My Comment: We open this week’s Top Five Roundup with a fun article about using fun as a customer strategy.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

Callminer

JANUARY 1, 2025

Learn how an effective employee experience strategy can improve productivity, retention and morale. Employees are often expected to wear multiple hats daily while prioritizing CX.

Morale 182

Morale 182

Callminer

FEBRUARY 3, 2025

Read this blog for proven strategies and best practices to improve sales efficiency. Sales efficiency is a top priority for call centers across industries, including retail and financial services.

Sales 182

Sales Best practices Call Center 182

ShepHyken

NOVEMBER 11, 2024

15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers. I have added my comments about each article and would like to hear what you think too.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

DECEMBER 17, 2024

Sometimes, the best strategies or tactics dont have to be hard or expensive to be effective. Great question, and I want to take it a step further and include employees in my answers. So, keep in mind my answers can apply to employees as well. Not just customers.

Customer Service 296

Customer Service Customer Experience Personalization 296

CSM Magazine

MARCH 3, 2025

In this article, well explore what email warming is, why it matters, and how you can implement a strategy that boosts your sender reputation while maximizing engagement. Lets dive deeper into how you can create an effective email warm-up strategy. What Is Email Warm-Up and Why Does It Matter?

Metrics 52

Metrics Feedback Marketing Best practices 52

ShepHyken

OCTOBER 27, 2024

The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.” Sounds like a great strategy for all types of customers. Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them.

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

FEBRUARY 24, 2025

” About: Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics. Lean into the change and never lose sight of your mission to drive good customer experiences.”

Customer Experience 206

Customer Experience Surveys Feedback Technology 206

CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. Lets first look at how personalization is taking center stage in modern loyalty strategies. This mobile-first strategy aligns perfectly with customers on-the-go lifestyles while providing seamless interaction points.

Gamification 52

Gamification Entertainment Brand ambassadors Personalization 52

ShepHyken

FEBRUARY 23, 2025

B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Ive mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. Here are my top five picks from last week.

B2C 198

B2C Customer Service B2B Marketing 198

ShepHyken

MARCH 4, 2025

In my book, Ill Be Back: How to Get Customers to Come Back Again and Again , one of the six strategies I cover in the final chapter is to find out what your competition does well and adapt it to your company. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints.

Feedback 206

Feedback B2B Customer Service Customer Support 206

ShepHyken

OCTOBER 29, 2024

With that in mind, I looked for strategies from my recent newsletters that could scare your competition. If you do any of these, your customers will love you – nothing scary about that – but your competition will be scared their customers might find out and switch to you. Great for you. Not such a treat for them!

Personalization 213

Personalization Customer Service Customer Experience Management 213

CCNG

JANUARY 15, 2025

The strategies we need to tie it all together? Blindly adopting someone elses strategy leads to mediocrity, not mastery. Together, well explore topics like rethinking workforce development, integrating technology into service delivery, redefining processes, and crafting strategies built for the future. Spoiler alert: you wont.

Best practices 195

Best practices Engineering Technology Personalization 195

ShepHyken

DECEMBER 31, 2024

CX is not just a strategy. If you could have The Force with you, what is one thing you would change about CX? Let me play the part of Obi-Wan Kenobi, the bald, handsome Jedi Master who trained Luke Skywalker in the original Star Wars movie. Its a force that goes beyond tactics and operations. Its a philosophy to be embraced by every employee.

Customer Experience 231

Customer Experience Coaching Metrics Customer Support 231

ShepHyken

NOVEMBER 18, 2024

I love Singh’s strategy that a good experience costs less over time. While not all five will likely apply to your business, they will at least make you think about different strategies worth considering on how you and your organization can create loyal customers. The answer is simple. Good experience builds loyalty.”

Customer Service 183

Customer Service CRM Customer Experience 183

CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. By automating tasks, enhancing accuracy, and enabling faster service, AI redefines customer service strategy. What does an AI-first Contact Center look like in detail?

Contact Center 195

Contact Center CCNG Technology SaaS 195

ShepHyken

JANUARY 7, 2025

What strategies can organizations use to empower employees to improve customer interactions? Unlike businesses that often compete, government entities frequently learn from each other and share strategies. Why is it important to get feedback in real time? What is human-centered design?

Government 206

Government Chief Customer Officer Customer Experience Feedback 206

Callminer

FEBRUARY 20, 2025

The CX landscape is evolving. Read this blog to learn how organizations can get more out of their CX investments, including how AI can improve the quality of customer feedback and insights.

Feedback 182

Feedback 182

ShepHyken

JANUARY 20, 2025

Strengthening Business Partnerships Using the Triple Fit Strategy This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the Triple Fit Strategy? What is the key to building lasting customer relationships?

Customer retention 183

Customer retention Sales Marketing Customer Service 183

ShepHyken

DECEMBER 1, 2024

Customer Experience Journey Mapping Strategies to Improve Business Performance by Mike Henry (InMoment) Customer experience journey mapping is how organizations visualize the end-to-end customer experience. Regardless, this information could be the topic of conversation at your next strategy meeting.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

ShepHyken

JANUARY 14, 2025

These are easy-to-implement strategies and tactics. Im going to approach this differently. Here are some resolutions that, if youre already doing, you should continue to do. Or, if youre not doing these, you should be. So, if you make the commitment as in a resolution perhaps they will move from great ideas to successful practices.

Customer Service 174

Customer Service Feedback Personalization Customer Experience 174

ShepHyken

JANUARY 12, 2025

Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift. Here are my top five picks from last week.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

ShepHyken

MARCH 19, 2025

There are many ways to do it right, and for an over-arching gifting strategy, consider that the gift should be unexpected, appreciated and memorable. Swag in the form of clothing is nice, and employees are proud to wear a logo on their sleeve but dont turn your employees into walking billboards of your products and services.

Customer Service 191

Customer Service Personalization Marketing Customer Experience 191

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences. He leads the technology vision, strategy, and direction for the Cisco Collaboration.

Customer Service 183

Customer Service Wait times Self service Technology 183

ShepHyken

DECEMBER 9, 2024

How to Balance Customer Experience and Returns in Ecommerce by Alicia Arnold (MarTech) With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty. As the title implies, this article focuses on how great customer service can make a sale.

Customer Service 183

Customer Service B2B Sales Self service 183

Beyond Philosophy

FEBRUARY 10, 2022

This connection is essential to understand to create a winning customer strategy. . A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. . The strategy for your collected data was the subject of a recent podcast.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

FEBRUARY 16, 2025

Make the most of each one by developing a customer engagement strategy for every step of their journey. Check out the article I wrote – just this week on six game-changing AI customer service and CX strategies. Every customer touchpoint is a valuable opportunity to foster brand loyalty.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198