Second to None

MARCH 29, 2019

Increase customer spend? In the case of the new customer service training program in our example (an investment aiming to increase customer satisfaction), you would want to look at frequency of purchase or the average spend per customer. Will it increase sales? Decrease cost?

ROI 86

ROI Measurement Effort Score Net Promoter Score 86

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 81

Customer Service Chatbots Effort Score Voice of Customer 81

ShepHyken

MAY 12, 2019

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Furthermore, the goal isn’t just to provide a good CX, but a memorable CX.

Chatbots 96

Chatbots Loyalty Programs Customer Service Return on Investment 96

CSM Magazine

MARCH 9, 2023

Every relevant route of contact should be explored and deployed to help customers find a way to improve their own experience. Even more crucial, according to The Motley Fool, is the use of customer data analysis.

Ecommerce 52

Ecommerce Customer Service Social Media Training 52

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132