Tag Archives: customer experience

Happy customer support specialist providing excellent customer service.

Tackling 3 Common Customer Service Challenges

Once upon a time, 9 to 5 call centers, with 15 minute holds and bored employees lounging at their desks, was considered acceptable customer service. These days, that just doesn’t cut it. Customer service is much more seamless, efficient, and tailored to the individual. There’s no doubt, with the help of technology, customer experience will […]

Two business people separated by a large gap in the floor representing silos.

How Your Internal Silos Make Life Harder For Your Customers

“I’m sorry, I can’t help you with that problem. Let me transfer you to another department.” *Cue eyeroll because now you have to repeat your story and account number, verify the last four digits of your social security number and date of birth, and answer security questions all over again. We’ve all been there. Every […]

Improve Customer Service by Tracking These 3 Metrics

In today’s world, customers have access to the most up-to-date news and information right at their fingertips. If they want to know who was voted off of Dancing With the Stars last night, or which leafy green is now trendy (chard is the new kale), they can, and instantly. So why should your paying customers […]

Two young boys at a lemonade stand, back to marketing basics

Back to Marketing Basics: Setting Your Sales Team Up For Success

As buyers become more sophisticated, so do we. As marketers, the methods we use to enable our sales teams are evolving. Sales representatives now have to demonstrate value at every phase of the buyer’s journey. This is often done on the fly, based on needs discovered while mid-conversation with prospects.  It’s all a bit daunting, […]

Blog Roundup: Using Knowledge Management To Improve Customer Service

One of the most common uses of a knowledge network like Bloomfire is to improve the customer experience by making answers and information easily accessible. Check out these recent Bloomfire posts on this topic to learn more.   3 Ways To Employee Knowledge Management For Customer Service According to a recent survey, 69 percent of […]

Why a Streamlined Support Funnel is Important

How many times have you been using a piece of software and needed help, but weren’t sure how to get it? Unfortunately, this seems to be a common issue. Should you send an email, and if so, where? Tweet? Facebook message? Phone call? Most of the time, it doesn’t really matter to you as a […]

Keeping Social Care Real

To maintain a social care program, companies must manage and make sense of a sea of information that ebbs and flows by the minute. This includes assessing volume, validity, and severity of complaints that span multiple social networks. Legal and compliance issues can delay responses. Marketing and sales can muddy the waters by insisting their […]

Roundup: Benchmarking Social Business Tools, Scaling Customer Experience, and more

We’re happy to share some of the most interesting recent content we’ve come across about social business, the future of work, and customer experience that we hope you’ll find interesting and valuable. Benchmarking Social Business Tools A complete social business strategy requires more than publishing social media guidelines for employees. This ComputerWeekly article argues that […]

Waiter with silver tray

Why Customer Experience Trumps Price and Product Almost Every Time

In a poll of enterprise contact centers by Deloitte, 82 percent view the customer experience as a competitive differentiator. And by 2020, customer experience will overtake price and product as the key brand differentiator according to the Customers 2020 Report. So what does this mean for your business? If you’re not already keying in on […]

Meet Paul Taylor, Innovation Coach at Bromford Lab

Paul Taylor is an Innovation Coach at Bromford Lab, the creative network of Bromford, a social enterprise based in the UK. Bromford is a non-profit that looks to tackle big social issues like poverty, unemployment, and health.  How did you get into the customer service field? My big breakthrough into customer service came in about 2000 when […]

Meet Shep Hyken, Customer Service and Experience Expert

Shep Hyken is the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert and professional speaker. He’s written five books, Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and, most recently, Amaze Every Customer Every Time. How did you get into the customer service field? After […]

Using Technology To Win The Customer Experience Battle

Whether you realize it or not, your business is fighting a battle every day and your customers are right in the middle of the melee. This fight isn’t over pricing, or product features, or website traffic. Many would argue that products, prices, and branding can all be replicated. It’s by providing an exceptional customer experience […]

Are These Five Customer Experience Trends On Your Radar This Year?

Today’s customers are more informed, more connected, and have higher expectations than ever before. And companies that excel at customer service are reaping the rewards. In fact, a stock portfolio of Forrester’s Customer Experience Index leaders had a 43 percent cumulative gain in performance vs a 14.5 percent gain by the S&P 500. And more and […]