ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Watch to learn the four key takeaways from Salesforce’s State of the Connected Customer research report.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

NOVEMBER 27, 2023

Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customer service and sales reps tools that they can use to deliver a personalized and better CX. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

ShepHyken

JUNE 14, 2021

Magazine) A study by MBLM found that respondents formed emotional connections with a greater number of brands during the pandemic (23 percent more than in MBLM’s previous study) and deepened their existing intimate relationships with brands. This article refers to that emotional connection as “intimacy.”

Customer Service 92

Customer Service Retail Loyalty Study 92

ShepHyken

AUGUST 28, 2023

This is a very robust article all about taking advantage of the gift of customer feedback. Two Elements of Successful Branding You Don’t Want to Overlook by Jacob Goldberg (The CEO Magazine Global) Branding and marketing have changed in recent years. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

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. Knowing who your customers are (as in your target audience) and creating a value proposition that you honor leads to a better CX.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

SEPTEMBER 4, 2023

Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? by Michael Stelzer.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. You may find some answers in this article.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

ShepHyken

APRIL 25, 2022

Instead of treating customer service like an afterthought or an overhead cost, your company has an opportunity to turn customer service into a revenue generator and a strategy to create a long-lasting competitive advantage. When a customer takes the time to download an app, it’s a commitment.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

JULY 25, 2023

Companies that charge their customers monthly or annually using a subscription model – this could include newspapers, magazines, software, utilities, and almost any type of product – should have processes in place to deal with a customer passing away or any other tragic or unusual scenario. Connect with Shep on LinkedIn.

Customer Service Training 23

Customer Service Training Training Customer Service Software 23

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Follow on Twitter: @Hyken

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

CSM Magazine

JANUARY 17, 2022

As you think about boosting brand awareness for maximum impact, you’ll notice that there are more ways to engage prospects and nurture the connection with potential customers. Perhaps your company can build authentic connections with social media. Build Human Connections. Nurture Leads. In the middle, their needs evolve.

Customer Service 52

Customer Service Social Media Entertainment Training 52

CSM Magazine

JANUARY 19, 2023

You can access the platform from any device, no matter where you are, provided you have an internet connection. You can offer courses like: Compliance training How to use salesforce software Customer service training Courses on active listening skills You can also conduct online tests to find quality candidates to fill your company’s roles.

Communication 52

Communication Software Training Course 52

Customer Guru

APRIL 10, 2018

He has also launched his personal portal www.delightingcustomers.com with the sole objective of helping organizations develop their business with the philosophy of ‘Sales Heaps but Service Reaps’. He has to his credit over 90 articles on customer service released to various local dailies and magazines in the UAE.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Bill Quiseng

MARCH 28, 2016

Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience. When you learn to stay in control it’s much more effective for all. And have fun!

Entertainment 60

Entertainment Tips Social Media Customers 60

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

AUGUST 8, 2022

The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Wow, is meeting these expectations every time.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

AUGUST 20, 2018

By providing an app or website, you are giving customers more options, more ways to connect, get information or even make purchases. Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. For information, contact 314-692-2200 or www.hyken.com.

Self Service 80

Self Service Industry Banking Video 80

CSM Magazine

DECEMBER 2, 2022

John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible. When someone calls us by name, it connects us. For most of us, one of the sweetest word we can hear is our name. That is true no matter the situation.

Competitive Advantage 52

Competitive Advantage Airlines Training Customer Service Training 52

CSM Magazine

MARCH 4, 2022

Each of these customers has very different needs, but all are as equally important as the others. Customer Service Training. Customer service training is vital if you want to keep your customers happy and coming back for more.

Tips 52

Tips Customer Service Handbook Customer Service Training 52

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service.

Leadership 59

Leadership Customer Service Strategy How To 59

ShepHyken

APRIL 16, 2023

Lockdowns fostered a sense of belonging; we all felt much more connected to where we live and much more likely to support local companies, look after our neighbors, and promote our local identity. My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience.

Customer Service 9

Customer Service Tips Loyalty Employee Experience 9

ShepHyken

MAY 8, 2023

Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

CSM Magazine

AUGUST 23, 2022

Knowing that there will be outliers with your responses from customers, you are looking for common trends and themes that you can digest and pivot to enhance their subsequent experiences with your brand. The Ties That Bind: Creating a better customer experience through the quality of service you offer should parallel each other.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CSM Magazine

OCTOBER 19, 2023

Their customer support team doesn’t just handle queries; they’re trained to think two steps ahead. When passengers find themselves unable to connect with their initial transport providers, Jayride’s team swings into action. Jayride serves as a prime example of this philosophy in action.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

NOVEMBER 7, 2022

4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. They wanted more empathy and understanding than usual.

Customer Service 14

Customer Service Financial Loyalty Tips 14

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. She is a regular contributor to the Harvard Business Review and Forbes and has been a sought-after writer for publications including Fast Company, Entrepreneur, Knowledge@Wharton, ChangeThis, Seeking Alpha, QSR Magazine, among others.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Customer Service 12

Customer Service Self Service Retail Airlines 12

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 19, 2023

Brand Loyalty in the Digital Age: Strategies to Build Trust by Meghana Dalal (YourStory) Explore how businesses in the digital age can foster brand loyalty through authenticity, exceptional customer service, and social responsibility. Connect with Shep on LinkedIn. My Comment: Loyalty doesn’t happen without trust.

Customer Service 58

Customer Service Chatbots Trends Customer Satisfaction 58

CSM Magazine

MARCH 31, 2020

While it’s important to be empathetic and patient when engaging with customers, it’s equally as important to be your authentic self. Allowing customers to connect with your team in a human way is what keeps them happy and coming back. Train your support team to view customer training like they would coaching.

Culture 52

Culture Training Customer Satisfaction Software 52