ShepHyken

DECEMBER 19, 2023

Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support. She answered a few questions, and once the technology identified her problem, a chatbot popped up. Connect with Shep on LinkedIn.

Omni-Channel 87

Omni-Channel Customer Centricity Company Self Service 87

ShepHyken

AUGUST 22, 2023

I wanted to discuss upgrading your current technology … Obviously, my name is not “Not Provided.” He asked for “the person in charge of technology.” And if you know a customer can use something and don’t tell them about it, that is actually bad customer service. While there are many more ideas, let’s wrap up with this.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

ShepHyken

NOVEMBER 28, 2023

This rep had been trained and was an expert. It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. I wonder how often I’ve been guilty of saying, “It’s easy,” when it might not be for others. And your experience may be different than your customers’.

Advertising 67

Advertising Training Software Customer Service Training 67

ShepHyken

JUNE 26, 2019

A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. But there’s one mode of communication and customer support that hasn’t been talked about much.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

AUGUST 31, 2020

Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark. Still, I liked this article a lot.

Customer Service 107

Customer Service Social Media Customer Service Training Infographics 107

ShepHyken

NOVEMBER 7, 2018

Technology has taken us to a new level of pizza ordering. I included them in the chapter on technology. They also revolutionized their process and started building technology into the customer experience. They also revolutionized their process and started building technology into the customer experience.

Case Study 91

Case Study Study Customer Service Training Technology 91

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. The best companies find the perfect balance between digital and human.

Customer Service 83

Customer Service Government Hospitality Trends 83

ShepHyken

DECEMBER 17, 2018

My Comment: Here are three reminders (for some of you this may be new) about how to create loyal customers. Predicting what your customers will do next comes from data. Creating valuable content will help customers be interested in what you do and sell. And, connecting on an emotional level helps drive return visits/purchases.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: Want to get better at customer service? by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

JUNE 1, 2020

3 Customer Service Lessons from Pella Corporation by Elena Constantinescu. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. Improving Customer Experience By Creating An Omnichannel Experience by Cameron Weeks. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Omni-Channel Call Center Retail 68

CSM Magazine

OCTOBER 19, 2023

Companies are not just tweaking their services; they’re overhauling them. Rebranding efforts are breathing new life into established names, while technological enhancements are setting new standards for customer interaction. Jayride serves as a prime example of this philosophy in action.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

MARCH 18, 2019

(B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 30, 2018

(No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. They can be quicker and more convenient for a customer to interact with a company.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

FEBRUARY 24, 2017

As well, options can be set up for customers to be connected directly to specialized agents who have been designated to manage customer inquiries about the news. Read Shep’s latest Forbes Article: Every Employee Needs Customer Service Training — Here’s Why.

Contact Center 84

Contact Center Social Media Guidelines Training 84

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Handled properly, that customer will turn into a loyal, long term relationship. For information contact or www.hyken.com.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48