Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

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. These interactions include advertising, websites, people-to-people, and more.

Advertising 151

Advertising Customer Service Training Interaction Customer Experience 151

ShepHyken

JANUARY 4, 2019

Secondly, there should be a balance between professionalism and personality when it comes to interacting with customers. It is easy for an individual representing a ‘fun’ brand to cross over from informal to unprofessional. It is critical for a service rep to be mindful of their tone and tenor at all times.

Customer Service Training 80

Customer Service Training Training Customer Service How To 80

Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.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 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

FEBRUARY 27, 2019

Their name is a bold statement that is not just a name, but a brand promise. So as a customer, we will expect nothing less than an incredible customer experience. And those three words, incredible customer experience (what they refer to as I.C.E.), I want to try some of what they call incredible.

Brands 115

Brands Handbook Banking Customer Service Training 115

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 123

Brands Customer Service Self Service Advertising 123

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Immediate, Personalized Service Recovery.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Yet, in the current economic landscape, the stakes are higher than ever.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. 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. Let’s talk about training for a moment.

Training 118

Training Customer Service Training Culture Brands 118

ShepHyken

MARCH 5, 2024

He shared commentary and stories, so the audience felt they had a glimpse into the personality of one of the most famous and iconic musicians on the planet. This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it.

Customer Experience 83

Customer Experience Entertainment Customer Service Training Connections 83

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. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Social Media Tips Trends 73

ShepHyken

MARCH 4, 2024

by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.

Customer Service 60

Customer Service B2C B2B Travel 60

ShepHyken

MAY 19, 2024

So, doesn’t it make sense to have a vested interest in how employees are onboarded, ensuring they have a clear vision and are in alignment with what the company or brand is all about? The author writes, “Ultimately, onboard is more branding than utility.” You may or may not agree, but consider how you set the tone for new employees.

Customer Service 80

Customer Service Government Trends Contact Center 80

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Myra Golden

JANUARY 8, 2018

Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. We show our three best features in this short video.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

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. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Social Media Tips Trends 65

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

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 78

Self Service Customer Service Airlines Touchpoint 78

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

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. There are examples of the best programs from the biggest brands.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 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. What is Brand Loyalty and How Can You Build It? by Pam Hughes.

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

Lumoa

NOVEMBER 17, 2022

Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience. Customers view personalization as an integral part of their online experience. Poor customer service interactions could lead to a potential loss of business.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

MARCH 14, 2023

It’s enough to get them to come back until they find another brand or organization that satisfies them just a bit more. A loyal customer not only comes back but also spends more than a typical customer and evangelizes your brand by sharing word-of-mouth referrals. Maybe it’s the way the customer is treated.

Loyalty 103

Loyalty Customers Customer Service Training Connections 103

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. 5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Retail Consumers Metrics 58

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 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience. Gen Zers are much less likely to trust organizations than Baby Boomers. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

FEBRUARY 18, 2024

For me, customer service is more than support. It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. It’s not a department.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

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 69

Customer Service Net Promoter Score Tips Brands 69

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Make coaching sessions 1:1, always.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? Guess what?

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

MARCH 30, 2022

While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. We asked, “When you have a problem or issue with a company or brand, which solutions do you prefer to help you solve your problem?” . Follow on Twitter: @Hyken.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67