Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Retail 153

Retail 2024 Customer Service Feedback 153

InMoment XI

OCTOBER 31, 2024

InMoment’s conversational analytics software also helps improve your FCR score by allowing you to efficiently analyze speaker data for insights and opportunities to better understand your customers and improve your customer service. A QA score is generated based on a scorecard after reviewing call recordings and interactions.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Deploying this AI will require more than simply upgrading a chatbot.

Customer Service 202

Customer Service Customer Service Representative Contact Center Customers 202

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

Metrics 161

Metrics Customer Service Workshop Measurement 161

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 174

Customer Service Customer Experience Social Media Loyalty 174

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

ShepHyken

OCTOBER 22, 2024

In the customer service world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customer service conversation right from the start. Here are three ideas: Yes and No – If you’ve been in sales, you may have been taught that the goal is to get the customer to say yes.

Customer Service 93

Customer Service Workshop Customer Service Training Customers 93

Bill Quiseng

MAY 13, 2024

Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. So, when it comes to your customers and customer service, don’t be just good. World-class or no class. Be GREAT out there!

Brands 148

Brands Social Media Customer Service Marketing 148

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.

Customer Service 93

Customer Service Workshop Customer Service Training Definition 93

ShepHyken

DECEMBER 17, 2024

So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement? Not just customers.

Customer Service 71

Customer Service Customer Confidence Fashion Workshop 71

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

2024 77

2024 Article 2025 Customer Service 77

Northridge Group

OCTOBER 8, 2024

In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.

Customer Service 111

Customer Service Customers Customer Experience Customer Journey Mapping 111

InMoment XI

MAY 4, 2022

These tips, which are drawn largely from the experience of customer service reps (CSRs), are widely applicable since in the end we all ultimately serve the customer. Now think about how much customer service is outsourced to call centers, which work effectively in keeping calls short. industries in 2013.).

Loyalty 435

Loyalty 2011 Call Center Leadership 435

eglobalis

OCTOBER 21, 2024

However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Mature companies often face the dilemma of scaling customer service while ensuring that every response is thoughtful and effective.

Social Media 418

Social Media Feedback Engagement B2B 418

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. This dual approach enhances response time , reduces operational costs , and improves customer satisfaction.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Here are my top five picks from last week.

Article 77

Article Customer Service 2025 2024 77

InMoment XI

NOVEMBER 12, 2024

When an organization is tuned in to social media conversations, it gives them insights that influence everything from customer service protocols to marketing strategies and product updates. Social Media Monitoring vs Social Listening Social media monitoring is reactive to certain mentions, reviews, or posts made by customers.

Social Media 360

Social Media 2024 Metrics Brands 360

InMoment XI

MAY 25, 2023

Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. What Is Customer Experience Design? To start, what is customer experience? Understanding the differences between these concepts is crucial to creating a great customer experience.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

eglobalis

OCTOBER 30, 2024

A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships. This allows HR to proactively address issues before they escalate.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season.

Customer Service 441

Customer Service Customers 441

InMoment XI

OCTOBER 10, 2022

For a $10 billion company, a modest shift in customer experience can result in $116 million reduction in churn and $103 million from word of mouth marketing. Source: Forrester ) 40% of customers start buying from a competitor because of their reputation for great customer service.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

eglobalis

OCTOBER 1, 2024

This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

2020 337

2020 Customer Journey Mapping Culture Innovation 337

CX Accelerator

MAY 25, 2022

Here’s the Tweet I shared: After receiving 68 creative, funny, insightful replies from customer service and experience folks from all across the world, I knew that this is something others are also thinking about. Jenny began her call center customer service journey on the front lines back in 2005.

2005 316

2005 2012 Social Media Contact Center 316

InMoment XI

SEPTEMBER 21, 2023

Build a Team of Dedicated Team Members – Reputation management requires a dedicated team of professionals who can monitor customer reviews and respond to feedback in a timely and effective manner. This team should ideally consist of individuals with expertise in social media management, customer service, and public relations.

Management 368

Management Social Media Feedback Voice of Customer 368

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. ’ CX is much more than these, though.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

JUNE 30, 2022

If you explain to them WHY they need to deliver good experiences, you are likely to see a higher uptick in excellent customer service. On the flip side, you can explain to them that if customers have negative experiences, they are less likely to return, which has negative implications for the third party contractors.

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . That is not often the case in the support experience.

Call Center 370

Call Center Customer Experience Measurement Financial 370

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

Customers 370

Customers Feedback Customer Service Webinar 370