ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Customer Service 77

Customer Service Chatbots Effort Score Voice of Customer 77

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Competitive Advantage 139

Competitive Advantage Banking Fashion Contact Center 139

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). Complaining Customers Are Your Best Customers.

Customer Service 76

Customer Service Employee Experience Video Conference 76

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 115

Culture Customer Service Leadership Airlines 115

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. Here are my top five picks from last week. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

APRIL 8, 2020

A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 124

Net Promoter Score Effort Score Conference Hotels 124

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Top 10 Customer Experience Keynote Speakers by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. Comcast is a great case study on how a big company goes about turning around its customer service reputation.

Customer Service 70

Customer Service eBook Case Study Social Media 70

ShepHyken

APRIL 27, 2022

Either one could be considered a customer experience failure, and the potential result is that the customer never comes back. . Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. He had been reading my customer service articles for several years.

Conference 67

Conference Customer Service Training Customer Focused Video 67

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. (CMO)

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

JUNE 5, 2019

We need to get inside the heads and hearts of our customers and step away from our company roles before we can truly understand what the customer is thinking about us. You can’t talk about it in a conference room with your colleagues. You must become the customer. However you say it, there’s only one way to do it.

Conference 134

Conference Customer Service Training Customer Focused Customer Experience 134

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. .”

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. He taught several lessons that day, but the one that stood out was how he handles angry customers. Don’t say things or take actions that question the integrity of your customers.

How To 75

How To Conference Customer Service Training Customers 75

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Competitive Advantage 132

Competitive Advantage Conference Customer Service Training Course 132

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now: My wife cuts my hair!

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

Verint

JUNE 7, 2017

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees.

Conference 32

Conference Engagement Customers Interaction 32

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Media Changes Customer Service.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MARCH 13, 2018

The Verint Engage18: Global Customer Conference sessions have been expertly tailored to deliver the very same elements as your perfect restaurant. The conference is slated to showcase musicians, comedians and even a great way for attendees to give back to the community. It has everything we want or need for a great meal.

Conference 29

Conference Roadmap Employee Engagement Tips 29

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Hotels 100

Hotels Conference Meeting Fashion 100

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. In fact, a lot.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Verint

APRIL 10, 2018

You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. The Engage18: Global Customer Conference is all about making connections, right? So after the conference, why not take your new-found connections over to The Standard Pour.

Conference 26

Conference Retail Connections Contact Center 26

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now: My wife cuts my hair!

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. On that day, I was with my friend Dennis Snow , a fellow customer service expert who spent 20 years working at Disney. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 101

Hotels Conference Customer Service Training Meeting 101

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Why do my clients want a speaker? Is it just the information? Absolutely not.

Transportation 95

Transportation Conference Sports Customer Service Training 95

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. The Customer Experience begins before the sale, and if your prospects feel their experience with your brand is anything less than divine, they might never make it to even consider a purchase.

Engagement 179

Engagement Social Media Sales Loyalty 179

Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 40

Innovation Customer Service CRM Customer Service Representative 40

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

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27