Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 251

Strategy How To Wait Times Customer Satisfaction 251

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 79

Self Service Customer Service Airlines Touchpoint 79

ShepHyken

OCTOBER 26, 2022

Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . They can deliver on your brand promise – or not. Anyone who, at any time, is interacting with a customer is confirming or eroding your brand promise. You get the idea. .

Training 118

Training Customer Service Training Culture Brands 118

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Last week’s content was meant to get you thinking. Now, I want you to take action on the content.

Advertising 152

Advertising Customer Service Training Interaction Customer Experience 152

ShepHyken

MAY 1, 2019

Just opening the box of an Apple product is an incredible customer experience. This is one of America’s most iconic brands. First, they deliver amazing service. More than the typical friendly service that’s expected, they provide helpful service. That’s actually their brand promise: “The Helpful Hardware Place.”

Brands 124

Brands Customer Service Self Service Advertising 124

CloudCherry

AUGUST 27, 2019

And, when asked about an experience with a brand that completely blew him away? Jeff Toister helps customer service teams unlock their hidden potential. He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service. Eliminate friction!

Customer Service 61

Customer Service Customer Centricity Loyalty Programs Culture 61

CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Train your support team to view customer training like they would coaching.

Culture 52

Culture Training Customer Satisfaction Software 52

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. My Comment: This is an excellent article using CX to enhance your brand. Two of my favorite suggestions from the article are to create a brand promise (and keep it) and to focus on consistency.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. They can also severely impact your reputation.

Customer Service 58

Customer Service Retail Consumers Metrics 58

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Tips 147

Tips Customer Experience Management Return on Investment 147

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. They can also severely impact your reputation.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 73

Company Fashion Customer Service Training Comparison 73

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 147

Customer Service Social Media Report Culture 147

Experience Investigators by 360Connext

JANUARY 28, 2020

What would it cost to lose 10% of your customers? What would it mean if 4 out of 5 customers generated negative word-of-mouth for your brand? That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

NOVEMBER 27, 2023

Your Brand Is Not What You Say—It’s What You Do by David M. Taffet and Jordan Goldenberg (Fast Company) Here’s a little secret most branding agencies won’t tell you. You can’t define your brand—your customer does. A brand is a promise delivered. As mentioned in the article, a brand is not what you say.

Customer Service 70

Customer Service Net Promoter Score Tips Brands 70

ShepHyken

JULY 27, 2022

The culture aligns with the employee’s values – and everyone seems to be in alignment with the culture. You’ll notice more customer engagement, employees will evangelize your brand, and even more importantly, they will stay! . Employees enjoy their coworkers. This one could be at the top of the list. .

Culture 68

Culture Employee Experience Customer Service Training Training 68

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. It’s baked into the culture.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book. Increase Brand Value. Total Customer Satisfaction. Is this the culture that you want to be a part of? As I was reading it, I came across a concept worth sharing.

Culture 112

Culture Exercises Customer Service Training Brand Values 112

ShepHyken

NOVEMBER 25, 2019

(Outsystems) CX refers to the ongoing relationship between a customer and your company. Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan.

Customer Service 117

Customer Service Culture Trends Touchpoint 117

ShepHyken

OCTOBER 11, 2017

In the past, I’ve written about the concept of how changing vocabulary can help shift an attitude and even a company’s culture. Southwest’s use of the two words, transparency and fare, align with their brand promise and is part of their customer experience. It’s a brand promise. Yes to low fares with nothing to hide.

Airlines 160

Airlines Travel Advertising Customer Service Training 160

Michel Falcon Experience

JANUARY 16, 2020

I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. You can hire a PR firm and increase brand awareness. that’s having a customer experience strategy! Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

AUGUST 19, 2019

ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Follow on Twitter: @Hyken.

Customer Service 119

Customer Service Leadership Ecommerce Culture 119

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Create business cases and situations.

Strategy 305

Strategy Customer Experience How To Customer Journeys 305

ShepHyken

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

How To 121

How To Social Media Customer Care Brands 121

Vonage

APRIL 25, 2017

He wanted to know everything about the local audience: social trends, history, culture, economy, politics, races, religion, concerns, aspirations, hopes, fears and more. His desire to learn demonstrated impeccable customer service skills. Your Service” books and founder of UP! Your Service.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JANUARY 1, 2024

These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. My Comment: If you’re not familiar with the concept of the Zero Customer , you should be. Every year, the bar gets raised. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service? This is one of the keys to their success.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. 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.

Customer Service 67

Customer Service Self Service Banking Culture 67