ShepHyken

OCTOBER 18, 2017

In other words, when the interaction with the customer is over, does the customer think, “I love doing business with this company”? They focus on metrics – or should I say, the wrong metrics. Metrics are important, as they can tell a big part of the story. The best customer support does several things.

Customer Service 165

Customer Service Metrics Customers Interaction 165

Blake Morgan

JUNE 13, 2023

Investing in the contact center isn’t an option–it’s necessary for a customer-focused company. Technology leaders all sit within earshot of people taking calls and talking to customers. Barry overhears calls all day and often walks over to get a closer listen at what’s happening with customers.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

ShepHyken

APRIL 30, 2018

Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies. Follow on Twitter: @Hyken.

Net Promoter Score 83

Net Promoter Score Customer Service Self Service NPS 83

ShepHyken

OCTOBER 23, 2017

Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ClientSuccess

OCTOBER 16, 2017

This means that every department is responsible for a piece, no matter how small, of the overall customer sentiment and satisfaction. Organizations as a whole must realize when a customer is upset and rally together, as an entire organization, to fix the issue and restore the customer to their former happy selves.

Culture 41

Culture Customer Success Company Customer Journeys 41

Magellan Solutions

NOVEMBER 27, 2023

This information lets your team customize interactions and deliver a personalized experience. It’s all about turning scattered data into a unified, customer-focused approach. Chatbots and artificial intelligence (AI) are the perfect pair for customer service, providing instant support.

Customer Service 52

Customer Service Exceptional Customer Service Customer Centricity Customer Satisfaction 52

Grade.us

JULY 25, 2017

You won’t eliminate customer pain if… You’re missing an online review strategy. That’s because the details B2B customers focus their attention on aren’t necessarily the most important. Believe it or not, customers want the same basic things from you (most of the time). 1. Trust.

B2B 39

B2B Strategy Case Study Study 39