ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. I was drawn to this article because of its title.

Customer Service 65

Customer Service Social Media Tips Trends 65

Bill Quiseng

MAY 18, 2022

In his book, The Revelation Conversation, Steve Curtin will tell you. But he doesn’t expect you to train your people. Training is top down, one-way, “I know everything, you know nothing” instruction. Training is the how and what of customer service. Training is to develop THE BUSINESS.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Training Customer Service 88

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 143

Loyalty Self Service Customer Service Training Tips 143

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 15, 2021

How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and assume that COVID-19 has forever changed experience delivery.

Customer Service 132

Customer Service Customer Service Training Customer Retention Training 132

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 97

Trends Customer Service Customer Service Training Customer Retention 97

ShepHyken

AUGUST 12, 2020

When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. I’m in the process of writing a new book. That’s a great customer service strategy—just be nice! Some would say, “Nothing.” Follow on Twitter: @Hyken.

Customer Service Strategies 136

Customer Service Strategies Customer Service Training Customer Service Strategy 136

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. Things that tend to set customers off across a wide variety of industries and interactions.

Customer Service 88

Customer Service Retail Customer Service Training Customer relationships 88

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. The author prompted the chatbot with a question about personalization versus real-time interaction management. Does no one want to see change?

Customer Service 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. Entrepreneur) Voice-user interfaces (VUIs) allow users to interact with machines using voice alone. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta. Thank you, Drew!)

Customer Service 74

Customer Service Tips Fashion Call Center 74

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? Published on: July 29, 2020.

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

Customers That Stick

FEBRUARY 11, 2020

In our customer experience advisory and customer service training , we’ve found this understanding of how humans are wired to interact with one another is essential to being successful on different customer service channels. Little Gold Book of Yes! Here’s the deal. Read the rest here. »

Customer Service Training 78

Customer Service Training Customer Service Training Communication 78

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson.

Customer Service 148

Customer Service Loyalty Programs Chatbots Loyalty 148

ShepHyken

OCTOBER 9, 2023

5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated and empathetic experiences. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Airlines Consumers Video 65

ShepHyken

MAY 29, 2019

Previously, I’ve shared the concept of starting over in one of my books. We’re only as good as our last customer interaction , so we need to see every customer interaction as an opportunity. Sometimes customers – both internal and external customers – aren’t easy to deal with.

Interaction 115

Interaction Course Customer Service Training Training 115

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 68

Hospitality Exercises Customer Service Training Examples 68

ShepHyken

JULY 4, 2022

You must understand the interaction points your customers have with you before, during, and after their buying experience. 15 Metrics To Track If You Want To Keep Your Customers Happy And Loyal by Forbes Councils Member. Welcome to Sage Book Club! My Comment: Journey Mapping is no longer an option. by Jay Baer.

Customer Journeys 71

Customer Journeys Customer Service Loyalty Programs Loyalty 71

ShepHyken

SEPTEMBER 18, 2019

That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. What is the Question? Follow on Twitter: @Hyken.

Customer Service Training 132

Customer Service Training Training Culture Examples 132

Vonage

OCTOBER 2, 2017

These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions. Your Service” books and founder of UP! Your Service.

Customer Service 186

Customer Service Tourism Government Culture 186

ShepHyken

AUGUST 16, 2021

Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience. The author refers to these as projects to help refresh your customer service strategy.

Customer Service 94

Customer Service Social Media Tips Multi-Channel 94

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. What an honor.

Customer Service 67

Customer Service Contact Center Average Handle Time Customer Service Strategies 67

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

Vonage

SEPTEMBER 26, 2017

These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions. Your Service” books and founder of UP! Your Service.

Customer Service 186

Customer Service Tourism Government Culture 186

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 129

Hotels Customer Service Training Customers Examples 129

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Banking Interaction 103

ShepHyken

SEPTEMBER 30, 2020

With that in mind, as this week approaches, now is a great time to ask an important question: What do customers want? Simply, customers want a good experience, and customer service plays a big part in that. It’s more than just the front line interacting with customers. The results? This is huge.

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Course 127

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

How To 118

How To Touchpoint Customer Service Training Video 118

Comm100

APRIL 16, 2018

Contrasting this is another viewpoint which states that focusing on delivering exceptional service isn’t what will win customer loyalty – it’s reducing effort that will keep customers coming back. The Effortless Experience : Conquering the New Battleground for Customer Loyalty. First, the customer is always right. “The

Effort Score 105

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 105

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

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 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

FEBRUARY 27, 2019

It starts with each employee owning the moment , which means they recognize that every interaction with a customer is an opportunity for that customer to decide if the bank is delivering on the mantra and its brand promise. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Brands 117

Brands Handbook Banking Customer Service Training 117

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 82

Customer Service Customer Retention Tips Brands 82

Vonage

OCTOBER 24, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Airlines 120

Airlines Customer Service Conference Culture 120

ShepHyken

NOVEMBER 22, 2021

(Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? My Comment: John DiJulius is one of the leading customer experience experts in the world. Hiring customers isn’t new.

Customer Service 87

Customer Service Retail Competitive Advantage Tips 87

ShepHyken

MAY 1, 2019

That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. This is one of America’s most iconic brands.

Brands 125

Brands Customer Service Self Service Advertising 125

Vonage

NOVEMBER 11, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Hotels Fashion Culture 120