ShepHyken

APRIL 22, 2019

Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

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

JANUARY 8, 2018

(Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Upgrade the experience for your employees and you upgrade the experience for your customers. Of course, not!

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

MARCH 16, 2020

Why Customer Experience Is Now Job No. Knowledge@Wharton) The best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. The decision to deliver a “compelling” customer experience starts at the top. 1 for CEOs by Wharton.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

ShepHyken

OCTOBER 14, 2022

Increases customer loyalty – After turning people into customers, the real work begins by keeping them as one. Customer service helps by ensuring all their needs are met and questions answered. Gain a competitive advantage – Having a great product and service for sale is good.

Training 73

Training Customer Service Competitive Advantage Customers 73

ShepHyken

MARCH 16, 2020

Why Customer Experience Is Now Job No. Knowledge@Wharton) The best companies are on a quest to put intuitive, self-service, digital experiences at the center of their customer interactions. The decision to deliver a “compelling” customer experience starts at the top. 1 for CEOs by Wharton.

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

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. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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

JULY 3, 2023

That said, this article will shed some light on how it is being used for customer service. This shows that since the pandemic, global adoption of digital solutions that support development of a customer experience has accelerated by three years (source: Statista). Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

Customers That Stick

JUNE 16, 2015

When a Customer Walks Aimlessly, Does He Make a Sound? The store had lots of options, and it was obvious that thought had been put into the interactive displays. So, I was in the market for something in between: small speakers, that were plug and play, but that were powerful enough to cover the garage or backyard.

Competitive Advantage 60

Competitive Advantage Sales Customer Service Customer Experience 60

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Service Untitled

OCTOBER 11, 2010

In all our interactions with guests, customers, business associates, and colleagues, we seek to deal with others as we would have them deal with us. Bottomline : The book is unpretentious, inspirational, and offers excellent advice about the importance of customer service.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? I’m looking for a competitive advantage with proven strategies, not advice from someone who just recites what they read online.

Training 151

Training Customer Service How To Employee Engagement 151

SurveySensum

JULY 14, 2020

Mila Widyani – Head of Customer Experience at CIMB Niaga. A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. LinkedIn : [link]. Website : [link]. Book : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

LiveChat

AUGUST 26, 2016

This means that you should approach every customer equipped with tools and methods that will allow you to diffuse the situation and find a solution without giving PTSD to the customer. It’s time to see good customer service in action. For a service of this size, it’s really impressive.

Customer Service 52

Customer Service Multi-Channel Customer Satisfaction Customers 52