Brad Cleveland Blog

DECEMBER 4, 2018

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Course 20

Brad Cleveland Blog

DECEMBER 4, 2018

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Course 20

Brad Cleveland Blog

FEBRUARY 14, 2020

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service …

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Airlines 20

Kustomer

JUNE 6, 2023

No matter which expectations you choose to prioritize in your CS strategy, it’s important to avoid getting overwhelmed by starting small and building from there. Here are seven key components to building a financial customer service strategy. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

CSM Magazine

OCTOBER 17, 2016

Occasionally customers would come in with clothes to return that had clearly been worn and washed or were stained, etc. And they knew, of course, that doing so just raised costs for the business and, thus, prices for good customers.

Customer Service Strategies 40

Customer Service Strategies Strategy Customer Service Entertainment 40

Lumoa

NOVEMBER 30, 2022

Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. Of course, you should also integrate conversational AI into your customer service strategy. Set up chatbots for a 24/7 contact center.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

TechSee

APRIL 4, 2023

Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Support the DIY culture: Focus on consumer enablement and empowerment through self-service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

DECEMBER 26, 2023

Be open about policies and anything you know the customer might question or simply not like. Of course, you have, and I’ll bet you didn’t like that surprise. You don’t want your customers to say, “I’m disappointed. Be more transparent – Don’t hide important information in “fine print.” Have you ever been hit with a surprise fee?

Customer Service 155

Customer Service Tips Guidelines Policies 155

ShepHyken

OCTOBER 10, 2023

Of course, every company, Disney included, has to be somewhat competitive with compensation and benefits. There are companies, like Disney, that have achieved that. The Disney culture is so powerful that people love the company more than a higher paycheck from another employer.

Culture 146

Culture Customer Service Training Employee Experience Course 146

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. So, here are a few lines that customers love to hear.

Course 163

Course Customer Service Training Customers Customer Service 163

West Monroe

MAY 4, 2022

Steve Young , VP, Global Customer Services Strategy and Operations, Palo Alto Networks. A senior partner in our High Tech & Software practice, Dhaval specializes in helping software, technology, and IT services companies capitalize on emerging trends and drive growth. West Monroe moderator: Dhaval Moogimane.

Innovation 52

Innovation Customer Experience Chief Customer Officer Software 52

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

ShepHyken

OCTOBER 24, 2023

The answer, of course, was the same guy who fixed everything around the office. By the end of the day, it was fixed. If I don’t do it, who will? I knew who did it, but I still asked loud enough for others to hear, “Who fixed the weekly quote?” I thanked him and asked him why he handles things like this.

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

ShepHyken

SEPTEMBER 22, 2023

Chatbots can be utilized in various ways, such as helping customers find what they need, providing information on their accounts, and even notifying them about new products or services.

Self Service 60

Self Service Trends Customer Service Chatbots 60

Kustomer

AUGUST 19, 2021

This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future. What Is Voice of the Customer? Voice of the Customer (VoC) is the process for analyzing customer needs, and using them to inform your customer service strategy.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

ShepHyken

FEBRUARY 6, 2024

Of course, nobody wants to be bitten by a scorpion, either, but that’s not the full reason. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. The result was a three-hour delay in taking off.

Communication 88

Communication Airlines Customer Service Training Leadership 88

Brad Cleveland Blog

DECEMBER 17, 2021

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that.

Strategy 26

Strategy Customer Service Strategies Video Course 26

ShepHyken

AUGUST 16, 2023

And whoever oversees scheduling must make sure the restaurant is appropriately staffed.  Of course, there is more than just hiring, training, and staffing, but the point is not to be so quick to blame the employee for a bad customer experience. Whoever is in charge of training must give the employee the skills needed to do the job.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

ShepHyken

JULY 11, 2023

It’s too bad about all that noise from the road construction.” The front desk employee practically cut me off and curtly stated, “It’s out of our control.” Of course, I knew it wasn’t the hotel’s fault. I responded, “I love this hotel. I didn’t blame them, but she was quick to point that out anyway.

Hotels 118

Hotels Customer Service Training Course Communication 118

ShepHyken

DECEMBER 7, 2022

We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead. Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 76

Customer Service Course Customer Satisfaction Customer Service Training 76

ShepHyken

OCTOBER 13, 2021

This is just a touchpoint with your customer that is all about them. Of course, the customer may ask you something related to business, but that’s on them, not you. . Of course, there are many more ways to communicate with your customers. Don’t tell them about the new product you have. Save that for a sales call.

Loyalty 104

Loyalty Social Media Tips Communication 104

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path.

Industry 154

Industry Hospitality Customer Service Training Leadership 154

ShepHyken

MARCH 23, 2022

Of course, we can keep adding to this list, but I started thinking that many of these ideas really don’t require true talent or skill. I did a little research and found similar lists that included all those mentioned above and others including being coachable, smiling, saying please and thank you, being nice, doing what you say, etc. .

Customer Service Training 125

Customer Service Training Course Customer Service Training 125

Solvvy

JULY 13, 2022

Plus, a more empowered support team will deliver a better experience to your customers, which of course increases the bottom line. Many companies are concerned that using automated customer service tools will eliminate person-to-person contact. People aren’t replaced but assisted to do their best work.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

ShepHyken

JANUARY 19, 2022

And of course, I love surprising others. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

Transportation 127

Transportation Customer Service Training Course Customer Service 127

ShepHyken

JUNE 6, 2023

Of course, business is business, and I hope these free offerings lead to someone saying, “I want to book Shep as our customer experience keynote speaker for our next meeting.” Most people who read or watch these have no intention of ever buying anything from me. I’m more than okay with that.

Video 84

Video Advertising Customer Service Training Consumers 84

ShepHyken

JANUARY 26, 2022

Of course, the CEO of this great company wasn’t reaching out directly to me. Because many times I leave my name and phone number in the comment section for the company or brand to call me. And this probably won’t surprise you … they never do! . That brings me to a recent email I received from the CEO of Walgreens.

Survey 123

Survey Rewards Programs Airlines Hotels 123

Ecrion

APRIL 22, 2020

Saving time, of course, means saving money. Instead, automate your customer interactions to prioritize efficiency. Conduct a Regular Customer Service Strategy Audit. As mentioned above, customer service expectations do change over time. talk to an expert today.

Communication 77

Communication Consumers Customer Service Strategies Interaction 77

ShepHyken

DECEMBER 18, 2019

Have a contest to see who can deliver the best experience to an external or internal customer. Of course, you should share the best of the best. Don’t forget that customer experience starts with employee experience. Remember, what happens on the inside of the organization is felt on the outside by the customer.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

Ecrion

JANUARY 21, 2020

All this extra time saved adds up to hours and even days saved within a course of a year in a company. Reduces Time for the Customer. As well as saving time for the business, customer service automation also saves time for the customer too. Customer Service Automation Features .

Customer Service 84

Customer Service Wait Times Communication Customer Service Strategies 84

ShepHyken

OCTOBER 9, 2019

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Of course, there can be legitimate reasons for tardiness. I’m a people-pleaser. I like to make everyone happy. It was my father who taught me about being on time.

Course 111

Course Customer Service Training Customer Service Training 111

Brad Cleveland Blog

JULY 10, 2018

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization’s vision and mission—and the decisions and actions that happen every day.

Customer Service Strategies 4

Customer Service Strategies Strategy Customer Service Video 4

ShepHyken

MARCH 21, 2023

Of course, today, Carnegie would write this in a more inclusive way, but the point is that people love hearing their names. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.”

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

Customers That Stick

AUGUST 11, 2015

The problem with that analogy is, of course, that almost everyone has a phone now, and between 80-90% of the population had phones when the toll-free service lines made their debut in 1967. Of course, some of that population are not active in the economy, so let’s just call it 25% (Facebook, at 156 million, is closer to 50% ).

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

Magellan Solutions

SEPTEMBER 29, 2021

Outsourced call center services may be a fantastic addition to alternative customer service strategies. When it comes to technical support, customer service and sales generation, an in-house call center might be costly. Let’s look at the numbers of outsourced technical support in the Philippines. . $15

Call Center 98

Call Center Contact Center Telecommunications Social Media 98