ShepHyken

MARCH 10, 2024

But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy. My Comment: A self-service experience falls under at least two categories. The second category is the company’s conscious decision to empower the customer to create their own buying experience.

Self Service 79

Self Service Customer Service Airlines Touchpoint 79

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

ShepHyken

APRIL 13, 2022

Then something happened eight years later while I was in college and working at a gas station, which is when I discovered that I was passionate about customer service. . I was working at a self-service gas station. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Self Service 132

Self Service Customer Service Customer Focused Customer Service Training 132

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 81

Customer Service Self Service Tips Contact Center 81

ShepHyken

DECEMBER 19, 2023

With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet: Digital First – The company made it easy to start the customer support process with a digital self-service solution. And this part is important.

Omni-Channel 88

Omni-Channel Customer Centricity Company Self Service 88

ShepHyken

SEPTEMBER 11, 2017

(TCFCR) Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Thanks for this great list of ideas.

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

ShepHyken

APRIL 28, 2024

Loyalty and self-service round out the four. AI Overload: the Good, the Bad, and the Ugly Impact on Customer Experience by Tomer Azenkot (Retail Customer Experience) Many companies today depend on artificial intelligence to handle customer interactions online. Connect with Shep on LinkedIn.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? Chatbots vs Knowledge Bases: Which One Is Better?

Self Service 128

Self Service Customer Service Customer Journeys B2B 128

ShepHyken

APRIL 1, 2020

We were a self-service station, so our role was that of cashier more than anything else. He said, “Son, this is a self-service gas station. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. She was probably 80 years old. Follow on Twitter: @Hyken.

Self Service 117

Self Service Customer Service Leadership Customer Focused 117

ShepHyken

AUGUST 10, 2022

And as long as you have invested in this technology, include the option of a call back when it’s the customer’s turn, rather than forcing them to wait. . While the customer is holding, the recording should offer suggestions for a self-service option. Take advantage of that. . Follow on Twitter: @Hyken.

Self Service 68

Self Service Customer Service Training Customer Service Technology 68

ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer relationships 162

Customer relationships Self Service Customer Service Training Customers 162

ShepHyken

JUNE 19, 2019

Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer. In this case, it’s empowering the customer to take control of their situation. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently.

Self Service 132

Self Service Customer Service Conference Customer Service Training 132

ShepHyken

MAY 15, 2023

Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

Ecrion

JULY 14, 2020

People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. This kind of instant access can improve overall customer satisfaction.

Self Service 92

Self Service Communication Technology Customer Service 92

Comm100

FEBRUARY 23, 2021

Your customers may not always want to speak to an agent: given the chance, many of them prefer to take assistance into their own hands through self-serve options. Accessible, up to date self-service options are vital for businesses, large or small. – Integrate self-service with your real-time touchpoints.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Loyalty 142

Loyalty Self Service Customer Service Training Tips 142

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Self Service 171

Self Service Chatbots Customer Relationship Management Customer Service Training 171

ShepHyken

MAY 10, 2021

And number five is to “Create Self Help Portals.” Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 156

Customer Service Net Promoter Score Self Service Knowledge Base 156

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service Self Service Trends Loyalty Programs 61

ShepHyken

MARCH 30, 2022

When working with our clients on their customer service and customer experience initiatives, I always preach the basics have to be in place. Sure, we get into very advanced discussions about how to create the best processes, self-service solutions, the proper way to use data, implement artificial intelligence programs, and more.

Customer Service Strategies 68

Customer Service Strategies Customer Service Strategy Self Service 68

ShepHyken

DECEMBER 7, 2020

However, there are other key strategies that can help improve customer engagement and retention. My Comment: Want to build repeat business and customer loyalty? Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start.

Customer Service 148

Customer Service Self Service eBook Loyalty Programs 148

ShepHyken

SEPTEMBER 5, 2018

I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How did he get into the oil business? Impressive!”

Self Service 90

Self Service Customer Service Training Training Customer Service 90

ShepHyken

DECEMBER 6, 2021

(BotCore.AI) In order to adapt to the sudden shift towards interacting with customers on digital channels, organizations across the globe have swiftly implemented chatbots to improve customer self-service, provide information, deliver continuous and cost-effective support, and delight customers with personalized experiences.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

APRIL 5, 2021

I’ve been preaching there needs to be a balance between the digital customer service experience and the human one. Here are the trends we need to know and understand, especially if you plan to implement self-service solutions for your customers to use. Start listening today! Follow on Twitter: @Hyken.

Customer Service 124

Customer Service Self Service Contact Center Tips 124

ShepHyken

APRIL 11, 2018

Identify all the touchpoints your customers have with your people and your organization’s processes. Is it easy for your customers or not? For example, when they visit your website, are there self-service options available to them? And if those self-service options fail, is there an easy way for them to reach a human?

Customer Focused 101

Customer Focused Self Service Touchpoint Banking 101

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Follow on Twitter: @Hyken.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 26, 2022

Whether it’s eCommerce or a self-service customer support option, all interactions are essential to the customer being comfortable and confident about doing business with you. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

APRIL 2, 2018

If you have direct interactions with your customers, you might enjoy some of the ideas and techniques shared in this article. Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

FEBRUARY 19, 2018

(SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what’s the actual implementation cost? My Comment: Here are some great stats and facts that support the need for better customer service.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

Vonage

JULY 19, 2016

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. How to contribute and improve service quality as a customer. Enhance customer service experience using self-service.

Measurement 120

Measurement Customer Service Self Service Travel 120

ShepHyken

MAY 1, 2019

When you need support, there are good self-service options. Jeff Bezos, the company’s founder, has a relentless focus on creating customer convenience. Apple: They are masters at engaging their customers at almost every level. They give you confirmation of your order, tracking information, and much more.

Brands 124

Brands Customer Service Self Service Advertising 124

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. That doesn’t mean live agents are going to disappear.

Customer Service 128

Customer Service Self Service Retail Entertainment 128