ShepHyken

JUNE 1, 2022

All of this leads to a conversation I had with my friend Tony Cheevers of Researchscape , who posted an article about Devora Rogers’s take on brand narcissism. As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. .

Feedback 129

Feedback Customer Service Training Customer Experience Training 129

CSM Magazine

OCTOBER 24, 2018

Any business that wants to grow and succeed should always be working towards perfecting their customer experience and focusing on creating effective customer service training programs that provide the right incentives and motivation to their customer service team. Customer Service Training.

Customer Service Training 73

Customer Service Training Training Customer Service Infographics 73

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and 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 62

Customer Service Training Training Tips Customer Service 62

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. Here are my top five picks from last week.

Customer Service 80

Customer Service Government Trends Contact Center 80

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

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

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in 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 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I love learning and reading articles about how iconic brands treat their customers. Brands like Amazon, Chick-fil-A, Ritz-Carlton, and others have “cracked the code” on the customer experience.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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 151

Advertising Customer Service Training Interaction Customer Experience 151

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167

Vonage

NOVEMBER 10, 2016

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

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

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. Here are my top five picks from last week.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: Embodying your brand’s voice and values.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. The exchange is straightforward: customers get benefits; the brand gets loyal customers.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

FEBRUARY 27, 2024

I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms. There are some rockstar brands that are so good that customers are compelled to share their experience in a survey, be it long or short. Connect with Shep on LinkedIn.

Survey 89

Survey Customer Satisfaction Customer Service Training Customers 89

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Then ask your customers.

Automotive 124

Automotive Advertising Brands Customer Service Training 124

ShepHyken

NOVEMBER 9, 2023

She writes about the five ways to become an effective and efficient customer service manager. Perhaps you’re thinking of trying to move up the ranks of your organization to become a customer service manager, or perhaps you already are one but want to hone your skills. Either way, this article is for you.

Customer Service 56

Customer Service Management Exercises Leadership 56

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention?

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Surveys should be part of your customer experience strategy.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. 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! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91