ShepHyken

MARCH 7, 2018

That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes. They greet the customers, handle their money, and work directly with the customers – more than anyone else in the bank – yet it is typically one of the lower-paid positions.

Customer Service Representative 178

Customer Service Representative Banking Social Media Customer Service Training 178

Integrity Solutions

JUNE 11, 2020

What are banks and other financial institutions doing to regain society’s trust? With the world now reeling from the devastating health effects of COVID-19 and the economic impacts of measures designed to contain the virus, banks are once again being closely watched as they react to significant social and economic suffering.

Culture 91

Culture Banking Financial Sales 91

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Brands 115

Brands Handbook Banking Customer Service Training 115

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Employee experience (EX) is customer experience!". I was star-struck.".

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Comm100

FEBRUARY 6, 2023

Improving customer experience goes beyond being on call 24/7 to address clients’ issues. It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. A good CX is customer-centered. This will enable you to track the customer journey and behaviour more efficiently.

Financial 191

Financial Trends Self Service Customer Experience 191

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. Once the customer service representative came on the call, Cindy briefly described the problem. 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done.

Banking 98

Banking Customer Service Representative Customer Confidence Customer Service Training 98

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. In the banking sector this is especially apparent. What to Look for In Customer Service Training Programs.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

SEPTEMBER 13, 2021

Here are 18 “tricks” to help you when reaching out to the phone company, health insurance companies, the IRS, banks/lenders, and more. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

Kayako

NOVEMBER 21, 2018

After answering customer emails and resolving support tickets for a few months, Ahref’s marketers have a much better understanding of how their customers think, which helps them create content, develop marketing messages and speak to the issues they know their customers experience. Consider TD Bank.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

DECEMBER 12, 2018

Huntington Bank differentiated themselves by extending the hours of operation. The recognized traditional hours were not convenient for the typical banking customer, so they extended their hours, staying open later during the week and being open on Saturdays. For information, contact 314-692-2200 or www.hyken.com.

Banking 123

Banking Airlines Advertising Customer Service Training 123

ShepHyken

AUGUST 15, 2018

And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

Beyond Philosophy

AUGUST 24, 2023

A customer-focused organization would know that the customer’s time is more important. A bank in the UK called First Direct specializes in telephone or virtual banking. They change how they approach customers for new products depending on the time of the week. This gap in tracking time is a problem.

Self Service 78

Self Service Conference Wait Times Banking 78

Integrity Solutions

APRIL 13, 2022

Unfortunately, training and internal processes often reinforce this negative mindset of what it means to sell. There are three common areas of sales focus: Transaction-focused mindset. In a transaction-focused role, we’re look for efficiency and accuracy. Product-focused mindset. Customer-focused mindset.

Sales 52

Sales Customer Service Banking Training 52

ShepHyken

DECEMBER 5, 2018

I recently talked to an executive of a bank, and he mentioned it was a big problem. Cumbersome technology: Hard-to-navigate websites drive away customers. Inconsistent information: When a customer gets two or more different answers to the same question, what pain do you cause their brain? Then don’t be late!

Policies 125

Policies Case Study Advertising Banking 125

Beyond Philosophy

OCTOBER 5, 2017

Once you accept that, you can pick the specific emotions you want customers to feel during your experience. For example, banks provide customers pens—on chains. Banks put the pens there to help customers, but the chain tells the customer’s’ subconscious, “We don’t trust you.”

Customer Journeys 143

Customer Journeys Banking Customer Centricity Customer Experience 143

PeopleMetrics

MARCH 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. Love your customer focus, @Barclays_Kenya. A customer jumped on it.

Social Media 115

Social Media Banking How To Effort Score 115

ShepHyken

MAY 3, 2021

Even though this article focuses on the banking industry, there’s plenty of food for thought here. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 109

Customer Service Entertainment ROI Retail 109

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Michelli Experience

DECEMBER 2, 2015

When it comes to employees and customers, disciplined listening highlights wants, needs, and desires and allows you to begin to think of innovative solutions to meet those needs. At Mercedes-Benz USA, extensive training on active listening and empathizing was offered enterprise-wide early and repetitively along their journey.

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Thematic

DECEMBER 12, 2023

Understanding the customer as an individual with unique needs contributes to this increased empathetic approach to product & customer experience improvement. Focus Groups Some businesses organize focus groups to gather in-depth insights from a selected group of customers.

Analysis 62

Analysis Examples Feedback Social Media 62

ShepHyken

APRIL 17, 2019

For example, switching banks isn’t easy. So, a customer might tolerate a certain amount of pain in the form of poor service or friction and live with it until it becomes so bad they feel forced to switch. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Airlines 98

Airlines Banking Software Customer Service Training 98

Beyond Philosophy

JANUARY 16, 2018

Also recommended were a) more proactive, catalytic behavior by CX pros and b) forming closer ties with HR, to help build more customer-centric focus among these three groups. If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture Company Customer Centricity Travel 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Customer referrals lead to immediate returns.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. A criminal investigation was launched last week in California to identify whether the bank committed felonies.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

ShepHyken

NOVEMBER 14, 2022

It was fairly one-dimensional, easily addressed with physical phone banks and basic staff management processes. This article perfectly describes what a company or brand needs to do if they want true loyalty, which is to “integrate the entire customer experience” into the program. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

Beyond Philosophy

NOVEMBER 22, 2017

Professional development frequently involves additional training and/or exposure. About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. The post Customers Have Life Cycles. Guess What? So Do Employees!

e-support 90

e-support Banking Culture Consulting 90

Maz Iqbal

DECEMBER 18, 2014

Imagine yourself standing up in this train. I found myself on this train – standing up. This train was so packed that it took considerable skill to just get my smartphone out of my trouser pocket – to take this photo. How long was I standing up in this train? For one hour and ten minutes.

Customer Experience 103

Customer Experience Case Study Government Study 103

ShepHyken

MAY 3, 2021

Even though this article focuses on the banking industry, there’s plenty of food for thought here. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

MARCH 8, 2017

In 2000 Bank of America bought the domain name for $3 million. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Who Owns Customer Service?

Customer Service 114

Customer Service Banking Customer Service Training Customers 114

ShepHyken

MAY 18, 2020

9 Easy Ways to Build Customer Loyalty Without Breaking the Bank by Toby Nwazor. CustomerThink) Consider using these nine ways to create and maintain customer loyalty. I get it, but while it may not be the most effective and cost-efficient channel, it is still one that customers like to use. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Customer Retention Loyalty Strategy 93

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

ShepHyken

MARCH 15, 2017

Did ATM’s eliminate bank tellers? Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Customers Buying Habits Are Changing.

Retail 93

Retail Video Industry Banking 93

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

ShepHyken

AUGUST 8, 2018

That was my “Customer Service DNA.”. The president of a major bank looks back and says, “That’s when I knew I was good at numbers and wanted to work in finance.” Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Exercises Customers Banking 87

ShepHyken

AUGUST 31, 2016

What she didn’t do was ask was for my customer number, my social security number, the name of my first born child and my grandmother’s maiden name. There are plenty of great customer relationship management programs that give customer service reps the ability to log in a problem, question, complaint, comment, etc.

Insurance 90

Insurance Customer Relationship Management Banking Customer Service Training 90

Think Customers

OCTOBER 12, 2020

Asynchronous employee training. Customer initiatives based on speed, flexibility, and a better customer experience. Because they don’t break the bank. Guess what’s mission critical for contact centers in the COVID-19 age? Remote workforces. Intelligent automation. Omnichannel. Why are they so important?

ROI 52

ROI Healthcare Insurance Contact Center 52