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 232

Customer Experience Customer Service Sales 232

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 196

Customer Service Customer centricity Entertainment Airlines 196

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

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 177

Customer Service Surveys Feedback Chatbots 177

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 18, 2024

” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. .” “Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.”

Consulting 352

Consulting Consulting Marketing Customer Experience 352

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

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 205

Customer Service B2B Chatbots Education 205

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 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 220

Personalization Customer Service Customer Experience Management 220

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 238

Customer Experience Coaching Metrics Customer Support 238

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

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 187

Customer Service CRM Customer Experience 187

Interaction Metrics

MARCH 27, 2025

For specific strategies you can use, keep reading. 15 Proven Customer Retention Strategies Below are 15 strategies that leverage these psychological principles to help you increase customer retention and turn you into an expert. Airlines and hotels use this strategy all the time. These incentivize them to stay loyal.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. The right onboarding strategy means more than just getting a customer using your product. You may already know whats not working, but struggle to build in processes to evaluate and adjust your existing onboarding strategy.

Metrics 52

Metrics Benchmark Feedback SaaS 52

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 212

Customer Experience Surveys Feedback Technology 212

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 212

Feedback B2B Customer Service Customer Support 212

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 212

Government Chief Customer Officer Customer Experience Feedback 212

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

CCNG

MARCH 26, 2025

A CX strategy without urgency is just another initiative. But a CX strategy thats seen as essential to the companys survival and growth? With over two decades of experience, Justin has helped organizations across industries turn their CX strategies into powerful engines for growth. Thats power.

Metrics 195

Metrics Finance Upselling Engineering 195

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 187

Customer retention Sales Marketing Customer Service 187

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 196

Journey mapping Customer Service Customer Experience Marketing 196

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 177

Customer Service Feedback Personalization Customer Experience 177

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 187

Customer Service Customer retention Personalization Sales 187

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 205

Customer Service Personalization Marketing Customer Experience 205

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 187

Customer Service Wait times Self service Technology 187

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 187

Customer Service B2B Sales Self service 187

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Customer Service 187

Customer Service Healthcare Customer Experience Contact Center 187

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 205

Customer Service Journey mapping Customer Support Customer Experience 205