Steve DiGioia

SEPTEMBER 24, 2020

Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service. These are certainly true.

Tips 310

Tips Customer Service Banking Customers 310

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Does the Customer Come Back? It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Who's Your Gladys?

MAY 17, 2016

The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 179

Exercises Loyalty Customer Service Customers 179

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 204

Customer Service Self Service Chatbots Healthcare 204

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Help Scout

AUGUST 22, 2023

We compiled the 25 best books for entrepreneurs on marketing, sales, and customer service. Each book is a must-read for aspiring entrepreneurs. Read the full article

Sales 75

Sales Marketing Customer Service Customers 75

SaleMove

JANUARY 14, 2022

The book, Digital Customer Service, joins the ranks of works by noted authors like Fred Reichheld and CX thought leader Dan Gingess. The post “Digital Customer Service” Named to Forbes’ List of Top Business Books of 2021 appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience 52

SaleMove

JANUARY 14, 2022

The book, Digital Customer Service, joins the ranks of works by noted authors like Fred Reichheld and CX thought leader Dan Gingess. The post “Digital Customer Service” Named to Forbes’ List of Top Business Books of 2021 appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 52

Customer Service Customers Customer Experience 52

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. ” – Charles W. For Support Team Leaders.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 117

Customer Experience Retail Chief Customer Officer B2C 117

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” Types of chatbots.

Chatbots 195

Chatbots Customer Service Knowledge Base Social Media 195

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Kayako

JANUARY 4, 2017

Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. The Ten Principles Behind Great Customer Experiences.

Customer Experience 171

Customer Experience Customer Centricity Trends Customers 171

Help Scout

NOVEMBER 23, 2021

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article

Customer Service 70

Customer Service Customers 70

Customers That Stick

FEBRUARY 20, 2020

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

Exercises 78

Exercises Video Training Customer Service 78

Customers That Stick

FEBRUARY 6, 2020

In this One Win Book Review, we take a look at Little Gold Book of YES! Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service. About Little Gold Book of YES!

Video 78

Video Customer Service Sales Tools 78

Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. With a bot in place, customer service teams can reduce repetitive, low-value work that consumes agent time. Today’s customers expect fast support at any time of day.

Chatbots 207

Chatbots Customer Service ROI Case Study 207

Customers That Stick

JANUARY 30, 2020

In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. » Related Stories Who is the Customer? About Finish.

Video 113

Video Course Customer Service Customer Experience 113

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I booked an international trip for a speaking engagement. If the agent really was lazy, shame on her for taking a job where she supports customers. However, she also made a mistake.

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Increasing customer satisfaction by lowering wait times and providing faster answers.

Chatbots 193

Chatbots Customer Service Social Media CRM 193

CSM Magazine

JUNE 14, 2021

Amazon is the biggest international e-commerce platform that offers consumer electronics, digital content, computing services and more. The retail giant is also known for its quick delivery times and amazing customer service. It’s clear that Amazon is a company that takes its customers seriously. Start listing your books.

Customer Service 52

Customer Service How To e-support Banking 52

Comm100

SEPTEMBER 4, 2022

By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. With the right mix of automation, communication, and personalization, any agent can provide customers with an outstanding experience.

Customer Service 243

Customer Service Abandon Rate ROI Apparel 243

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Ensuring fast support.

Chatbots 203

Chatbots Self Service Examples Industry 203

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. Customer Obsessed. Be Our Guest.

Self Service 93

Self Service Handbook Customer Service Culture 93

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services. Tangerine Telecom.

Chatbots 198

Chatbots Industry Customer Service Wait Times 198

CSM Magazine

FEBRUARY 15, 2024

Obsessing over the customer experience pays off. I have never understood why more organizations do not copy Amazon’s obsession with customer service. Tom implemented The Guarantee of Service Excellence starting April 1, 1990, at Dental Dental Plans of Massachusetts before becoming President of Northeast Delta Dental in 1996.

Financial 105

Financial Customer Service Insurance Customer Centricity 105

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever!

Customer Service 174

Customer Service Customer Service Training Customers Video 174

Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. Read more: 4 Reasons Why Omnichannel is Now Key to Customer Support . But where to begin?

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. When you do, you’ll have a better 2024 – and so will your customers! Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024. Today, it’s expected.

Trends 92

Trends Customer Service Customer Service Training Customer Retention 92

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

Customer Service 78

Customer Service Government Employee Experience Video 78

Customers That Stick

FEBRUARY 27, 2020

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle. The unspoken.

Video 88

Video Resources Customer Service Examples 88

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

Customer Experience 256

Customer Experience Customer Service Hospitality Hotels 256

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. They do a new book every year.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48