ShepHyken

JANUARY 22, 2023

6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind. My Comment: This excellent article focuses on strategies and tactics to consider for your call center.

Article 48

Article 2023 Customer Service Contact Center 48

SmartKarrot

SEPTEMBER 12, 2022

Every company hires an account manager, especially in SaaS. The account manager is one who needs to be responsible for the everyday management of the customer’s account and business with the company. Since we know an account manager is a vital role, how relevant and important is the role in 2023?

2023 10

2023 Management Communication Customer Success 10

CSM Magazine

JUNE 7, 2023

This can help you enhance your document management system without sacrificing document quality. For example, you may have to explain any additional fees that customers might encounter. You should avoid making misleading claims or promises, which may lead to losing customers.

2023 52

2023 White Paper Social Media Document 52

Gainsight

JANUARY 18, 2024

Focus on customer experience. It’s so important today that, according to a 2023 Super Office study, customer experience is now the primary focus to beat out the competition for more than two-thirds of companies—up from only 36% in 2010! How’s Learning Impacting the Customer Experience Tech Stack?

2023 52

2023 Touchpoint 2010 Advertising 52

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

2023 13

2023 Article Customer Service Hotels 13

ShepHyken

JUNE 13, 2022

Tools to Manage Customer Unhappiness by Servicebrand Global. Servicebrand Global) Is it admirable to pursue a business model or strategic plan that aims to ensure all your customers are happy all the time? Here you’ll find some of the ingredients that can turn around that unhappy customer.

2022 67

2022 Article Customer Service Magazine 67

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. Related: AI adoption by CS teams. Find out more.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Think Customers

JANUARY 18, 2023

As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Coming off a challenging year, there are major headwinds to contend with as 2023 begins, according to a new Forrester report, “Predictions 2023: Customer Experience.”.

2023 52

2023 ROI Customer Journey Brands 52

Forrester's Customer Insights

MARCH 2, 2023

Create A Customer-Obsessed Growth Engine To Thrive In Tough Times Today, the world is more challenged than ever as a series of health, environmental, socioeconomic, and geopolitical crises have pushed uncertainty to extreme levels. This systemic disorder and uncertainty exposed a lack of customer focus in many organizations.

2023 26

2023 Customer Focused Customer Experience Customers 26

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

DECEMBER 26, 2022

I’m honored the author included my story about the Ace Hardware manager that helped an older woman pick out her Christmas tree, delivered it to her home, and then decorated it with her. 13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy. Happy Holidays! Follow on Twitter: @Hyken.

2022 65

2022 Article Customer Service Loyalty Programs 65

ShepHyken

JANUARY 23, 2023

6 Contact Centre Initiatives You Can’t Ignore by Call Centre Helper (Call Centre Helper) Here are some of the top initiatives contact centre managers need to be keeping a close eye on, to avoid their operations being left behind. My Comment: This excellent article focuses on strategies and tactics to consider for your call center.

2023 14

2023 Article Customer Service Contact Center 14

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance.

Sports 71

Sports Customer Experience Competitive Advantage Entertainment 71

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us. Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight.

Article 86

Article 2019 Customer Service Employee Experience 86

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. Calling Customer Support: 3 Factors Impacting the Customer Experience by Eric Smuda. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Follow on Twitter: @Hyken.

2022 70

2022 Article Customer Service Hospitality 70

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Ticket volumes and customer feedback are way up in the last few years.

Contact Center 78

Contact Center Average Handle Time Feedback 2026 78

ShepHyken

MARCH 5, 2023

Management guru Peter Drucker once said, “You can’t manage what you don’t measure.” Those are top findings from Incisiv’s 2023 Omnichannel Customer Service Index conducted in partnership with Nuance Communications Inc. Go to The Customer Focus™ to learn more about our customer service training programs.

Article 13

Article 2023 Customer Service E Commerce 13

ShepHyken

APRIL 3, 2023

My Comment: AI is changing the way companies manage customer support. Our customer service and CX research is finding that even though the phone is the primary channel of communication between a company and its customers, the digital self-service experience is a viable option for almost a third of American consumers.

Article 9

Article 2023 Customer Service E Commerce 9

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. Who exactly is responsible for managing transformational organizational change?

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

MARCH 20, 2023

My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. They’re sometimes lackluster, dismissive — and even rude, according to customers. It says reducing agent burnout is one of the top priorities for customer contact leaders. There may be a reason.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

BirdEye

NOVEMBER 8, 2023

In this comprehensive guide, you’ll know: What makes these 41 websites the best eCommerce review platforms Secrets of eCommerce customer and business review sites The best review websites in 2023 How to get more loyal customers 3 reasons how customer reviews improve your business’s SEO Table of contents What are eCommerce review sites?

Travel 59

Travel Hotels Social Media Healthcare 59

SurveyGizmo

JANUARY 3, 2023

New collaboration opportunities across departments will help improve CX in 2023. 2022 was a difficult year for customer experience (CX). Forrester reports that “US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020.” We need to collaborate in 2023.

2023 52

2023 2022 NPS 2021 52

ShepHyken

NOVEMBER 7, 2022

Regardless of the size of your company, some of these “basics” are essential to giving your customers the experience they want. Strategizing for a downturn: CX leaders prepare for 2023 by Anna McKibben. (CX percent fall in gross domestic product (GDP) for 2023 as a whole” – and that’s only in the UK. percent in 2023.

2022 15

2022 Article Customer Service 2023 15

ShepHyken

FEBRUARY 13, 2023

My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime. It’s an important metric that will help you make good customer-focused decisions. My Comment: “You can’t manage what you don’t measure.” Follow on Twitter: @Hyken

Article 13

Article 2023 Customer Service Retail 13

SurveySensum

APRIL 8, 2024

Email Marketing: Build and maintain an email list to foster direct relationships with your customers. According to a 2023 report by HubSpot, content marketing generates over three times as many leads as outbound marketing and costs 62% less. Embrace this dynamic journey with enthusiasm and strategic foresight.

Social Media 52

Social Media Advertising Feedback Multi-Channel 52

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. When employees are encouraged to adopt a customer-centric mindset, they are more attuned to identifying pain points and opportunities for improvement.

Innovation 339

Innovation E-support Culture Customer Centricity 339

West Monroe

APRIL 19, 2023

David Schiff Senior Partner, West Monroe Just about half (52%) of financial services companies report that customer centricity is embedded in their culture, strategy and processes, and guides everything they do. Financial services leaders are split on how their organizations test and learn.

Financial 52

Financial Insights Banking Customer Centricity 52

West Monroe

APRIL 19, 2023

David Schiff Senior Partner, West Monroe Just about half (52%) of financial services companies report that customer centricity is embedded in their culture, strategy and processes, and guides everything they do. Financial services leaders are split on how their organizations test and learn.

Financial 52

Financial Insights Banking Customer Centricity 52

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

2023 62

2023 Article Customer Service Government 62

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory.

2023 65

2023 Article Customer Service Government 65