ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

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? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Whatever the reward is, it’s essential to understand what it is to the customer whose habits you want to change. Apple did an excellent job with this regarding Apple Pay.

Return on Investment 88

Return on Investment Insurance Hotels System 88

Eptica

MAY 13, 2020

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. No act of kindness, no matter how small, is wasted, Aesop Whatever you are faced with during your day, focus on being helpful and customer-centric, even if it feels unappreciated.

Customer Service 79

Customer Service Banking Customer Centricity Customers 79

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Michelli Experience

APRIL 25, 2017

I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Here are a few examples: Frequent interactions that involve saying “no” to customers. Customers must yield control. Customer alcohol use. General reputational issues.

Airlines 100

Airlines Self Service Customer Experience Travel 100

Up Your Service

FEBRUARY 11, 2019

What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? There’s a growing emphasis on treating employees as customers within the HR function.

Culture 40

Culture Exercises Leadership Tips 40

SaleMove

NOVEMBER 6, 2018

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. But, believe it or not, consumers are quite good at recognizing good service, too. But, believe it or not, consumers are quite good at recognizing good service, too.

Customer Service 55

Customer Service Banking Airlines Social Media 55

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. 10 Rules for Building a Successful Consultancy Be brave and be committed.

Consulting 78

Consulting Social Media Examples Customer Experience 78

CSM Magazine

MAY 19, 2022

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. When our customers reach out to us, we must ensure we’re there to help.

Self Service 52

Self Service Wait Times Training Customers 52

Inbenta

FEBRUARY 27, 2020

A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Inbenta has helped many businesses to improve customer service using advanced automatic Natural Language Processing (NLP) technologies. An interaction history for better follow-up.

Self Service 75

Self Service Management Knowledge Base Contact Center 75

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Customer Service 82

Customer Service Airlines Self Service Tips 82

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 139

Customer Service Training Course Training Customer Service 139

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

SaleMove

NOVEMBER 6, 2018

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. But, believe it or not, consumers are quite good at recognizing good service, too. But, believe it or not, consumers are quite good at recognizing good service, too.

Customer Service 40

Customer Service Banking Airlines Social Media 40

Customer Enthusiast

NOVEMBER 8, 2016

Last week, I read perhaps the best article that has come across my screen in 2016 on the topic of customer service: The Secret Lives of Hotel Doormen by Noam Scheiber. For me, it clarified the distinction between ordinary and extraordinary customer service. Most customer service is transactional and obvious.

Hotels 67

Hotels Airlines Retail Customer Service 67

SaleMove

NOVEMBER 6, 2018

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. But, believe it or not, consumers are quite good at recognizing good service, too. But, believe it or not, consumers are quite good at recognizing good service, too.

Customer Service 40

Customer Service Banking Airlines Social Media 40

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 122

Customer Service Social Media Customer Satisfaction Customers 122

GlowTouch

FEBRUARY 16, 2021

For consumers, it’s about convenience; for restaurateurs and others in food service, it’s often about survival. As more delivery apps enter the market, there are inevitable stumbles and lessons to be learned. 10% of Americans use a food delivery service at least once a week. ? restaurant deliveries each year. ?

Trends 52

Trends Return on Investment Groups Consumers 52

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

BirdEye

APRIL 19, 2023

It might be something in high demand, like a handyman service. You want to make sure that you are able to easily keep up with the demand for your products and services, as well as the additional costs. You can start with small business ideas from home and build up as you gain more customers and revenue. We’re here to help.

Social Media 97

Social Media Consulting Ecommerce Financial 97

Oracle

AUGUST 31, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. Leading brands are finding that by being convenient, customers are choosing them, coming back, and even paying more.

Hotels 52

Hotels Video Customer Experience Customer Service 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. When a customer gets in touch, the bot replies instantly. Shep Hyken.

Company 91

Company Customer Experience Airlines Chatbots 91

Magellan Solutions

NOVEMBER 26, 2017

Business owners, on the other hand, still struggle with the onslaught of customers and orders, as if the previous year’s experience failed to teach them a lesson. One proven way for business owners to have a more efficient and organized store operations during the Christmas season is by hiring a live answering service.

Abandon Rate 53

Abandon Rate Call Center Sales Customer Service 53

Magellan Solutions

APRIL 1, 2020

Without customers, businesses are forced to stop operations which can then lead to layoffs to skyrocketing unemployment applications. Lessons From Previous Pandemics: Spanish Flu, SARS, and MERS. South Korea also learned their lesson, this time, from the Middle East respiratory syndrome (MERS).

Government 52

Government Leadership Management Social Media 52

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

GlowTouch

SEPTEMBER 22, 2020

In a relationship, issues tend to arise sooner rather than later but, in the workplace, that can take a while and the lesson is learned after a sizable investment has been made. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. About GlowTouch.

Contact Center 52

Contact Center Return on Investment Omni-Channel Sales 52

Oracle

SEPTEMBER 14, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. This makes it easier for them to keep coming back to your products or services. Watch more: Prefer to read?

Self Service 45

Self Service User Experience Video Customer Experience 45

Customer Enthusiast

MARCH 12, 2018

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”. Cascade the lessons from Delight Your Customers throughout your department, division, or entire organization.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Policies Feedback 40

Customer Enthusiast

JULY 17, 2017

Last Friday, Alfred Angelo bridal retail stores filed for chapter 7 bankruptcy protection and abruptly closed its retail stores leaving throngs of brides in the lurch – most of whom had either paid in full or left a deposit. Even so, every business can choose to communicate with its customers in times of turmoil.

Social Media 40

Social Media Retail Leadership Communication 40

Magellan Solutions

MAY 5, 2021

How Telecom BPO Services Maximizes Productivity? The telecom BPO services provide a lot of advantages to various industries. But, continuous innovation of the services allows them to survive the changes. It remains as one of the main tools of interaction between customers and businesses. Customer Service.

Omni-Channel 52

Omni-Channel Telecommunications Advertising Call Center 52

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

LiveChat

APRIL 3, 2017

While Amazon’s annual revenue has recently soared to more than $135 billion for the fiscal year 2016, making it the world’s eighth largest retailer, there are still many core lessons that small business owners can learn from how this giant rose to greatness. Here are 10 top business lessons small businesses can learn from Amazon.

e-support 51

e-support Retail Customer Service Representative Innovation 51