Ten customer service experience ideas inspired by Shep Hyken help teams make strong first and last impressions. Explore proactive service, personalization, convenience, helpfulness, and the employee golden rule in practice.
Customer effort score (CES) measures how easy it is for customers to do business with you. Get a free CES survey template and learn how to distribute, calculate, segment, and act on results alongside NPS and CSAT.
Voice of Customer tools include surveys, interviews, social media monitoring, NPS, and journey mapping. Learn how to build a VoC strategy, choose the right questions, make feedback easy to give, and act on what customers say.
The elements of customer service give CEOs a framework for consistent, high-quality support. Learn eight key elements, from understanding customer goals and multichannel access to collaborative troubleshooting.
Prospecting emails can be sent as plaintext or as rich text with HTML and hyperlinks, and each format affects deliverability and engagement. Compare the benefits and drawbacks of links and formatting in sales outreach.
The Engagement Capacity Gap is the divide between what it takes to build strong customer connections and the resources available. Learn its root causes and strategies for communication, collaboration, goals, and technology.
A voice of the customer program gathers feedback that shows how customers really feel about your products and service. Learn the benefits, from loyalty to revenue growth, and see real implementations at AIG Travel and Wyndham.
Customer satisfaction measures how well a company meets customer expectations, and it shapes retention, reputation, and lifetime value. Learn why it matters, which metrics to watch, and how it drives repeat revenue.
