ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

eglobalis

SEPTEMBER 19, 2024

Companies that invest in training programs see improvements not only in employee satisfaction but also in the quality of customer interactions. Actionable Items: Tailor Training Programs: Personalized learning paths ensure that employees are equipped with the skills needed for transformation and customer service excellence.

Customer Experience 244

Customer Experience Leadership Innovation Workshop 244

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD.

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

The DiJulius Group

NOVEMBER 29, 2023

Prepare to uncover the truth about customer service in today’s US economy. We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage.

Employee Experience 64

Employee Experience Competitive Advantage Customer Satisfaction Article 64

Natalie Petouhof

JANUARY 28, 2021

While there are many interpretations of the word empathy, in the context of being of service to your customers and employees, I’d like to offer what I think empathy means. But what if companies were customer and employee-centric in how they designed and delivered experiences? It is not a fluffy concept.

Employee Experience 59

Employee Experience Competitive Advantage Contact Center 2021 59

InMoment XI

FEBRUARY 1, 2024

Intent Prediction Intent prediction is a crucial component of data analysis, focusing on deciphering the underlying intentions behind customer interactions. This technology uses deep learning models to predict a customer’s future actions or needs. What tools are in use for understanding customer and employee experience?

Social Media 195

Social Media Metrics Insights Loyalty 195

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

ShepHyken

JANUARY 2, 2024

They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience.

2024 93

2024 Customer Experience Competitive Advantage B2C 93

ShepHyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. My Comment: Gen Z is an important group of consumers (and employees).

2022 14

2022 Article Customer Service B2B 14

ShepHyken

SEPTEMBER 10, 2019

We want customers to love our products and services. If they don’t, we will have no competitive advantage. You must first create an environment people love working in; do it right, and this love will be felt on the outside by the customer. How can I make my customers love me?

Competitive Advantage 112

Competitive Advantage Culture Employee Experience Leadership 112

Michel Falcon Experience

OCTOBER 23, 2014

Look around you, the most profitable and admired companies obsess over their customer and employee experience. With this in mind, I set off to create a new experience. Let me introduce you to the Experience Academy. Why aren’t we educating ourselves on what truly builds successful businesses?

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Employee experience powers the customer experience.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. They discuss strategies for building a culture of amazing customer service and experience. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater.

Competitive Advantage 113

Competitive Advantage Culture Events Customer Service 113

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues.

Insights 243

Insights E Commerce Customer Experience E-support 243

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. What are some common challenges companies face when scaling their customer service organization?

Competitive Advantage 86

Competitive Advantage 2019 2020 Customer Retention 86

ShepHyken

JULY 24, 2018

In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store. The experience is an end-to-end feeling the customer has across all touchpoints and channels across the journey. Why must you focus on your employee experience first?

Competitive Advantage 76

Competitive Advantage Employee Experience Loyalty Books 76

ShepHyken

SEPTEMBER 28, 2022

It means that a customer can interact in many ways with any employee or branch of the company and walk out with the intangible feeling that they got more than expected. 90% of customer service people want to do a good job and delight their customers. Shep Hyken is a customer service and experience expert,?

Competitive Advantage 74

Competitive Advantage Employee Experience Consulting Culture 74

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

CX University

SEPTEMBER 18, 2018

They each have unique approaches to the conundrum of being a great employer, and yet, the point of commonality between them is quite simple: they have all found a way to link employee experience with value production. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. Use the data and feedback to improve the experience.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts.

ROI 139

ROI Books Customers Definition 139

Integrity Solutions

SEPTEMBER 2, 2021

But the greatest opportunity for moving the needle on customer loyalty—that critical driver of long-term growth and competitive advantage—lies in consistently building value for customers. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty. McKinsey & Co.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Customer Journey Mapping.

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72

Playvox

MARCH 29, 2022

WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing the agent experience at the center. The rapid expansion of digital customer service channels has made deploying comprehensive WEM suites even more urgent.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Bold360

SEPTEMBER 15, 2020

In a chat session, customers can get fast answers to their typed questions, help with their purchases, recommendations on products and services, and other assistance from customer service agents. Live chat can offer businesses a competitive advantage over rivals. 5 Ways Live Chat Helps Your Business.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Playvox

APRIL 5, 2022

The foundation of contact center success is attracting and retaining skilled and motivated employees while giving them opportunities to grow with the company. After all, the employee experience drives the customer experience. You’ll then enjoy a sustainable competitive advantage.

Contact Center 77

Contact Center Net Promoter Score Metrics Average Handle Time 77

Experience Investigators by 360Connext

NOVEMBER 8, 2022

That means defining real outcomes like “increasing retention by X%” or “reducing customer service calls” which leads to higher revenue and decreased expenses – the two outcomes every organization has. CX strategy is not just about the customers. Employees are who deliver the customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Call Experts

FEBRUARY 19, 2020

Competitive Advantage. Last but not least, customized reporting allows your team to track your journey and guarantee the best service for your customers. Your customer service and experience should be a market differentiator for your products and solutions. Customer Journey Mapping.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Call Experts

MARCH 5, 2020

But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Playvox

FEBRUARY 6, 2024

These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages. With integrated coaching, you can onboard and train new agents while keeping your whole customer service team engaged to reduce agent attrition.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

JULY 24, 2018

In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store. The experience is an end-to-end feeling the customer has across all touchpoints and channels across the journey. Why must you focus on your employee experience first?

Competitive Advantage 48

Competitive Advantage Employee Experience Loyalty Books 48

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

SurveyGizmo

JULY 23, 2018

  With nearly 90 percent of organizations projected by Gartner to compete solely on the basis of experience by 2020, factors that negatively impact experience must remain a top business priority. One experience cannot be truly successful without the success of the other. Effects of workplace bullying on customers.

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. This is critical to support accurate forecasting and scheduling, and quality management programs to support optimal customer experiences.

Contact Center 52

Contact Center 2022 Competitive Advantage Interaction 52