Blake Morgan

MAY 16, 2023

Amy Smith, Chief Impact Officer at TOMS, says we need to talk about our mental health like we would talk about a broken arm, cold, or sprained ankle. Aside from individual relationships, TOMS supports mental health on an organization-wide level. TOMS trains its customer service agents on how to manage escalations.

Tips 52

Tips Contact Center Resources Training 52

ShepHyken

JANUARY 25, 2021

It’s prime time for retailers to grow an Amazon-level loyalty program by Tom Caporaso. Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. He also gives us a four-step process to do so. Either one is good if it drives repeat business.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

Bill Quiseng

NOVEMBER 1, 2023

Business management expert and author @Tom Peters said, “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Customers pay for their experience, not your product or service. And they pay for THEIR experience, not yours. It’s all about them, never about you.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

JANUARY 15, 2020

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? The process should include informing management and contacting the appropriate authorities. This is a serious topic.

Training 151

Training Customer Service Training Exercises Course 151

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

GetFeedback

JULY 23, 2018

This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. About the Author. Tom O’Brien has more than 15 years of digital marketing experience and is responsible for the company’s overall inbound marketing programs focused on online appointment scheduling software. Retail is changing in 2018.

Omni-Channel 218

Omni-Channel Customer Journeys Retail e-support 218

Blake Morgan

MARCH 8, 2022

Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio. . B lake Morgan is the bestselling author of The Customer of the Future. Investing in your human employees. . Contact centers play a crucial role in a customer’s experience.

Contact Center 105

Contact Center Customer Centricity Technology Tools 105

AWS Machine Learning

JANUARY 10, 2024

About the authors Tom Kim is a Senior Solution Architect at AWS, where he helps his customers achieve their business objectives by developing solutions on AWS. Tom is always learning new technologies that lead to desired business outcome for customers – e.g.

Training 97

Training Travel Analytics Metrics 97

CSM Magazine

JUNE 4, 2021

Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry. About the Author. Tom Meder is Managing Director at ViewTrade Securities.

Financial 98

Financial Management B2C Customer Service Representative 98

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. Protect Cardholder Data: Limit storage of cardholder data to the minimum required and never store data after authorization. Establish secure passwords for access. .

Call Center 123

Call Center How To Contact Center Policies 123

ShepHyken

FEBRUARY 20, 2018

Shep Hyken Interviews Tom Karinshak, Senior VP of Customer Service at Comcast. </span></span> Shep Hyken sits down with Tom Karinshak, Senior Vice President of Customer Service at Comcast , to discuss the importance of investing in training and equipping employees so that they can better serve customers.

Social Media 87

Social Media Call Center Training Customer Service Training 87

Eptica

MARCH 18, 2020

Date: Wednesday, March 18, 2020 Author: Tom Walmsley - Business Development Manager How Montblanc is using interactive self-service to empower customers and deliver a hand-crafted customer service. Published on: March 18, 2020.

Self Service 79

Self Service Interaction Multi-Channel Customer Service 79

CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. About the Author IRIS Chief Operating Officer, Tom Darnell, has a history of building successful businesses under his commercial and operational leadership.

Brands 59

Brands Average Handle Time Call Recording Software 59

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

ShepHyken

SEPTEMBER 19, 2022

The author shares a few ideas and examples on how to deliver on all four of these foundational loyalty strategies. The author closes the article with this line: “It’s the invisible experiences that will differentiate you.”. This author claims six. Build trust. Create an emotional connection. Personalize the experience.

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64

TechSee

SEPTEMBER 10, 2019

Groups of IPAs will soon collaborate to collectively pressure a local authority to fix a pothole or negotiate with a new lawn care service. Good morning, you are chatting with Tom from Ganymede Telecom.”. Hello Tom, this is Sally for the Chadwick household. The tech behind the customer self service revolution.

Self Service 116

Self Service eBook Insurance Consumers 116

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Experience by Tom Fishburne. My Comment: Let’s end this week’s Top Five list with a fun article from Tom Fishburne of www.Marketoonist.com. I love business cartoons, and Tom has shared several of his favorites.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

Middlesex Consulting

MARCH 11, 2019

The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […]. Recently, I read a fascinating article, “CX Metrics Aren’t Customer-Centric, But Should Be.

Metrics 60

Metrics Customer Centricity Consulting Customers 60

ShepHyken

NOVEMBER 19, 2018

Fader and Toms recently spoke on the Knowledge@Wharton radio show on SiriusXM about the importance of being customer centric. This is an interview with Peter Fader (Marketing professor at Wharton) and Sarah Toms (executive director of Wharton Interactive), the authors of “The Customer Centricity Playbook.”

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

CSM Magazine

MAY 17, 2021

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . About the Author. Tom Goodmanson is President and CEO at Calabrio. What’s next?”. About Calabrio.

Multi-Channel 96

Multi-Channel Analytics Employee Engagement Survey 96

Gainsight

JULY 9, 2020

In my house growing up, the Cowboys were our team, Tom Landry was deeply respected, and Roger Staubach was king. He is a restaurant owner, author, and well-known philanthropist. I was surprised when Joe shared a story of one of the all-time great NFL quarterbacks, Tom Brady, that aligned with this belief. A true class act.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

AWS Machine Learning

SEPTEMBER 16, 2022

PRTPStaticCustom.html reads “Tom Brady” at a louder volume than the rest of the text. It uses the speech synthesis markup language (SSML) prosody tag to tailor the reading of Tom Brady. The following is a snippet of the XSLT: Tom Brady. forEach(dir => buildSSMLSection(dir, [])); “Tom Brady” is spoken loudly.

Examples 70

Examples Resources Customer Experience Interaction 70

ShepHyken

JUNE 21, 2021

by Tom Ryan. The author takes traditional customer service ideas and flips them to be employee service ideas. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. This article may give you some insights as to why. There are plenty of great ideas.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

AUGUST 16, 2021

16 Great Customer Service Tips and Examples by Tom Coombe. The author refers to these as projects to help refresh your customer service strategy. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Here are my top five picks from last week. This isn’t just information.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

MAY 28, 2023

The author has her opinion on the flaws in reviews and then shares three tactics to optimize the review strategy. by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. Can Customers Tell You How to Run Your Business?

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak.

Travel 63

Travel Innovation Omni-Channel System 63

Innovative CX

SEPTEMBER 14, 2023

The definition of corporate social responsibility can vary depending on the organization, author, or source. Alternatively, authors Roger Schroeder and Susan Goldstein1 define a “triple bottom line” of sustainability that goes beyond environmental sustainability alone. He emphasizes, “The key point is sustainable development.”

Management 52

Management NPS Strategy Financial 52

ShepHyken

JULY 15, 2019

Billion by Tom Foster. This author shared four levels of CX, and your organization falls into one of them. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. But, what if you could drive loyalty without discounting? 6 Years Later, He Sold Harry’s for $1.3

Customer Service 105

Customer Service B2B Loyalty B2C 105

ProProfs Chat

APRIL 22, 2020

”- Keven Stirtz, Author of More Loyal Customers. #11. ”- Shep Hyken, Author of the Amazement Revolution. #12. Greer, Author of Wind in your Sails. #21. ”- Michael LeBoeuf, Business Author. #22. ”- Jim Rohn, Author, Entrepreneur. #27. ”- Michael LeBoeuf, Business Author. #31.

Customer Satisfaction 112

Customer Satisfaction Advertising Consulting Loyalty 112

ShepHyken

JANUARY 21, 2019

Customer Experience by Tom Fishburne. This past week a post featuring some of Tom Fishburne’s cartoons popped up on my radar. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. They did an excellent job of sharing key takeaways from the presentation.

Customer Service 68

Customer Service eBook Case Study Social Media 68

CSM Magazine

APRIL 7, 2022

Tom Mullen, Sabio’s Chief Product Officer, said : “Sabio Console is an exciting new offering that brings together Sabio’s experience in building AI-powered CX solutions into a single platform.

Omni-Channel 52

Omni-Channel Groups Multi-Channel Customer Experience 52

ProProfs Chat

DECEMBER 12, 2019

Flavio Martins, Best-Selling Author. Seth Godin, Author. ” – Rasheed Ogunlaru, Author of Soul Trader. ” – Jeffrey Gitomer, Author, and Professional Speaker. ” – Michael LeBoeuf, Business Author, and Former Management Professor. Customers don’t care about your policy, they care about action.

Customer Experience 80

Customer Experience Customer Service Advertising Customers 80

ShepHyken

APRIL 20, 2020

14 Essential Customer Experience Books to Help You Rethink Your CX by Tom Treanor. Thank you, Tom Treanor, (@RtMixMktg) for including me! Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. . “Listening” is more than hearing one customer’s feedback.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

SEPTEMBER 24, 2018

Tom Reilly Training) Hilton is known for their award-winning guest experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Everything from IoT (Internet of Things) to 3-D printing to AR and VR… the future is quickly approaching with much to look forward to.

Customer Service 86

Customer Service Contact Center B2B Guest Experience 86

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74

CX Journey

AUGUST 29, 2017

Tom Peters, referring to Hal Rosenbluth, CEO, Rosenbluth International Everyone talks about building a relationship with your customer. I found a few other great quotes from some well-respected authors and speakers who shared their thoughts on this topic, as well: Always put people first, for without them, there is no organization.

Airlines 162

Airlines Culture Employee Engagement Leadership 162

Kayako

FEBRUARY 7, 2018

In their book, The Effortless Experience , co-authors Matthew Dixon, Rick DeLisi, Nick Toman found: “Organizations that focus on training (often at the expense of coaching) tend to have relatively lower-performing teams compared to organizations that prioritize coaching (often at the expense of training).”. Build a better customer experience.

Customer Service 211

Customer Service Training Feedback Interaction 211