ShepHyken

JANUARY 3, 2024

It can be how fast you return a phone call or an email – or any opportunity to accelerate part of the experience as long as it doesn’t take away from an amazing customer experience. Convenience Rules I’ve written an entire book about this topic, The Convenience Revolution. Prior to the pandemic, convenience was an option.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

AUGUST 31, 2022

When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.” In addition, in some of his books, he added the image of a flying pig, which he called “Pigasus.” Pegasus is a mythical winged flying horse.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

NOVEMBER 15, 2021

Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Retail Customer Experience) Ace Hardware is going all out in stores this Thanksgiving to help customers not only find the right grill equipment but also chef tips on making the feast a success. They want proof in the form of ROI.

Customer Service 72

Customer Service Metrics Social Media Retail 72

CSM Magazine

OCTOBER 19, 2023

The ability to change plans, sometimes at the last minute, has become a crucial factor in booking decisions. Ease of booking, from user-friendly interfaces to quick response times, are an essential requirement of modern traveller needs. Companies are not just tweaking their services; they’re overhauling them.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. That’s every contact and interaction with the company. How does that affect the customer’s opinion of the rest of the plane? Or, does it?

Hotels 128

Hotels Customer Service Training Customers Examples 128

ShepHyken

DECEMBER 6, 2021

Yet service without care is like a doctor without a soothing bedside manner. Yes, the patient receives the necessary treatment, but the success of the treatment is devalued by the frustration of the interaction. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

CSM Magazine

MARCH 31, 2022

Voicebots also use machine learning techniques to improve their ability to recognize different phrases over time through repeated interactions with people who speak those phrases regularly; this is known as “training the voicebot.”. Once a voicebot has been trained, it can be used to provide information or assistance to users.

Industry 52

Industry Customer Service Contact Center Chatbots 52

ShepHyken

MAY 17, 2021

This article shares some observations that seem to be more prevalent based on the way COVID-19 changed the way we shop, interact, communicate and more. How to Commit Your Brand to Customer Success by Jared Atchison. My Comment: There is a difference between customer service and customer success.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JANUARY 17, 2022

(Franchising.com) Does the level of experience your customers receive depend on which employee they encounter? Are there certain employees on your team you hope your best clients will interact with? This time it’s from my friend and fellow customer service expert, John DiJulius. My Comment: And here is another list.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 16, 2021

Quotes: “The customer experience begins with the patient, or customer, the moment you start any sort of interaction.”. One piece of advice for anybody who is in business is to be on time and to respect the other person’s time.”. About: Neil H.

Healthcare 82

Healthcare Wait Times System Customer Service 82

Comm100

NOVEMBER 3, 2017

Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. Service First. See How Others Do It.

Social Media 115

Social Media Course Training Marketing 115

ShepHyken

JANUARY 26, 2018

Employees who take a moment to observe something about each customer listen better to them. Connecting on a personal level – Front-line employees can be trained to start each interaction by asking a question like, “Where did you travel from to see us?” To learn more about Evan’s book Ingaging Leadership, visit Ingage.net.

Training 83

Training Leadership Consulting Exceptional Customer Service 83

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service!

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. Amazon started off as a small, garage-operated website, they earned our trust by selling books. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Take my industry, hospitality, as an example.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111