Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. by Syrow Editorial Team.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape.

Hospitality 130

Hospitality Hospitality AI Touchpoint 130

Bill Quiseng

JUNE 28, 2023

These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients. Patients don’t care how big the hospital is.

Healthcare 165

Healthcare Pharmaceutical Hospitality Hospitality 165

C3Centricity

OCTOBER 1, 2019

And customer satisfaction is becoming insufficient to drive growth alone. For them customer satisfaction is not enough; they want their guests to be enchanted, enthralled, excited, so that a return visit is a “no brainer”; no other hotel choice would make sense! Companies need to deliver more, a lot more!

Customer Satisfaction 72

Customer Satisfaction CRM Transportation Innovation 72

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 119

Customer Service Contact Center Engineering Hospitality 119

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Shep Hyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail? Follow on Twitter: @Hyken.

Customer Service 57

Customer Service Entertainment Hospitality Hospitality 57

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Here are 100 of the strangest things retailers have been asked by customers. Here are my top five picks from last week. by Jon Picoult.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Fonolo

APRIL 19, 2018

So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! . The Wrong Customer Service Response.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Fonolo

SEPTEMBER 13, 2022

Of course, these surveys aren’t a foolproof way to improve customer service experience. An after-call survey is a feedback request given to a customer immediately after a call. Remember, the after-call survey is not a comprehensive assessment of your customer service standard. Makes Your Customers Feel Heard.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Bill Quiseng

MAY 2, 2021

While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys. Here are three steps you can take to move from reactive to proactive customer service.

Customer Service 136

Customer Service Social Media Education Customer Survey 136

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! Luckily my mobile was by my bed so I called the emergency services who immediately sent an ambulance. But think again.

Healthcare 81

Healthcare Customer Service Hospitality Hospitality 81

Shep Hyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 57

Customer Service Social Media Hospitality Hospitality 57

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

CSAT.AI

JANUARY 18, 2022

There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: Industries known for great service Companies that are setting the standard What makes a great customer experience.

Customer Service 52

Customer Service Net Promoter Score Manufacturing Retail 52

Intercom

JUNE 15, 2023

We don’t usually consider healthcare providers as being in the customer service business – they’re providing medical treatment, after all, not answering questions about a software subscription or helping to sort out a banking query. Today’s guest, Jennifer FitzPatrick , calls for reimagining customer service in healthcare.

Healthcare 52

Healthcare Education Customer Service Hospitality 52

ECXO

MAY 29, 2024

The Essence of Cross-Functional Teams Cross-functional teams consist of individuals with a wide range of skills and experiences from different parts of a company, including sales, marketing, product development, and customer service. Embracing cross-functional teams is a never-ending adventure of discovery and adaptation.

CX 156

CX Innovation E-commerce Real Estate 156

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 67

Customer Service CX AI Start-ups 67

Bill Quiseng

MAY 3, 2023

When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality

Hospitality 167

Hospitality Hospitality Social Media CX 167

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise. This is why empowering a customer service team can be key to the overall success of any company.

Customer Service 57

Customer Service Contact Center Engineering Hospitality 57

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers.

CX 78

CX Hospitality Hospitality B2C 78

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. When it comes to customers and customer service, don’t just serve to satisfy your customers.

CX 88

CX B2C Hospitality Hospitality 88

Hodusoft

MAY 18, 2022

The phone system offers complete control over all calls and messages, making it suitable for every industry including the hospitality industry. IP-PBX systems offer guest room services that are cost-effective and improve the overall experience for guests. This way, they can provide excellent customer service while saving time.

Hospitality 97

Hospitality Hospitality Customer Satisfaction Innovation 97

Intercom

OCTOBER 10, 2024

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction.

AI 87

AI Innovation Customer Service Start-ups 87

ECXO

APRIL 13, 2023

Business models and culture – business practices and approaches to customer experience can vary across countries. For example, some may prioritise customer satisfaction as a key business objective, while others may focus more on price or product. What do customers expect? Different, but the same.

Customer Experience 156

Customer Experience CX B2B Hospitality 156

Zendesk

MAY 19, 2021

Many customer service agents reach a point in their career when they decide they want to transition into a new role. Those next steps could take you in many directions: sales, customer success, or people ops, to name a few. But one of the most likely moves is to become a customer service manager.

Customer Service 52

Customer Service Hospitality Hospitality Construction 52

C3Centricity

MAY 20, 2019

Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. There is no hiding from their clients for hospitality! ” #2. ” #5.

Hospitality 87

Hospitality Hospitality Social Media Innovation 87

The Customer Service Blog

AUGUST 29, 2021

As the hospitality industry tries to make up for the financial losses of the last 18 months, the brilliant investigative reporter Mobeen Azhar explores the concept of ‘staycations’ (the term referring to British people having vacations in the UK, rather than going abroad).

Hospitality 64

Hospitality Hospitality Customer Service Customer Satisfaction 64

CommBox

JUNE 25, 2023

million customers, and tens of thousands of doctors, consultants, and other healthcare professionals. It also manages dozens of hospitals, clinics, pharmacies, and laboratories, all spread throughout Israel. Clalit is one of the world’s biggest HMOs. Clalit has over 5.5

Net Promoter Score 98

Net Promoter Score Hospitality Hospitality Healthcare 98

Bill Quiseng

OCTOBER 26, 2020

Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs. Take time now to remind them of the principles of delivering exceptional customer service. But what are you doing to move the experience from neutral to memorably positive?

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

Fonolo

OCTOBER 6, 2020

This ‘moment of truth’ for the customer will determine how they think and feel about your brand in future — and whether they choose to spend their money with you. Ways Your Employees Impact Customer Perceptions. There are dozens of daily opportunities for your employees to affect customer perceptions.

Hospitality 126

Hospitality Hospitality Customer Satisfaction Customer Loyalty 126

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. AI-powered analytics optimize patient and member services. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

SurveySensum

AUGUST 28, 2024

Chick-fil-A Chick-fil-A is a well-known name in the fast-food industry and has topped the list in this industry in the American Customer Satisfaction Index (ACSI), earning an overall score of 83 out of 100 in 2024. The attendants are trained to greet customers with a warm and friendly welcome and give their undivided attention to them.

Customer Experience 52

Customer Experience Text Analytics Customer Satisfaction Hospitality 52

Help Scout

JULY 24, 2018

Understanding the difference between customer service and customer support can be a challenge. At first glance, customer service and customer support seem similar. Both fields involve helping customers. They employ similar skills like active listening and empathy to increase customer satisfaction.

Customer Service 40

Customer Service Net Promoter Score Hospitality Hospitality 40

C3Centricity

JANUARY 13, 2021

7 Ways to Deliver Awesome Customer Service. How come with all the talk about the importance of customer satisfaction, many companies still get it wrong? Customer eccentricity is vital in today’s connected world where people rely on each other for opinions and experiences with brands. This may surprise you.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71