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 … It’s called doing things.” ” He makes a great point.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Airlines 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

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 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

CSM Magazine

OCTOBER 17, 2016

What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? Occasionally customers would come in with clothes to return that had clearly been worn and washed or were stained, etc. ” I agree.

Customer Service Strategies 40

Customer Service Strategies Strategy Customer Service Entertainment 40

Comm100

OCTOBER 8, 2016

Building strong relationships with your customers to keep them hooked for the long-term is the best way to combat customer dissatisfaction in a competitive marketplace. For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

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. A CSAT score is one of the most insightful customer service metrics.

Financial 98

Financial Company Customer Service Tips 98

Lumoa

NOVEMBER 30, 2022

How to amplify customer experience in retail with conversational AI. This section will cover how the top E-commerce companies implement their conversational AI strategies successfully. The most common feature of a conversational AI strategy is the use of a virtual sales agent. Customer support. Your last viewed item.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

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. Self-service platforms. Know your customer.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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

Think Customers

MARCH 22, 2021

Check out our podcast, “CX and COVID-19: Vaccine Strategies that Work” for more information about CX and vaccine management. Each state of course, is handling the process a little bit differently, but I’d say there are three main things that they’re facing in terms of challenges. Yeah, that’s a great question.

Strategy 52

Strategy Hospitality Healthcare Government 52

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. This article reminds of this strategy.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

SEPTEMBER 22, 2023

But by prioritizing exceptional customer service, organizations can foster loyalty and drive growth in the years ahead. So, what can we expect from customer service trends in 2023? Introducing robots and artificial intelligence (AI) into the industry is a positive change for employees and customers.

Self Service 61

Self Service Trends Customer Service Chatbots 61

Kustomer

AUGUST 19, 2021

Voice of the Customer (VoC) is the process for analyzing customer needs, and using them to inform your customer service strategy. Put simply, VoC is a process for listening to customers to create a better product or service and customer experience. Analyze the Data.

Social Media 98

Social Media Voice of Customer Analysis Survey 98

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

Solvvy

JULY 13, 2022

Customer service automation with multi-language capabilities can also provide the solution when your business expands into new global regions but can’t find bilingual resources. Even though technology can help you overcome many customer support challenges, your strategy doesn’t have to be tech-first and customers second.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

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

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 157

Customer Service Tips Guidelines Policies 157

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 148

Culture Customer Service Training Employee Experience Course 148

NobelBiz

MARCH 5, 2024

This article will be your ultimate guide on call center reporting, where we’ll take you through how Nobelbiz’s cutting-edge capabilities are redefining what it means to excel in customer service. Strategy : Prioritize the development of a unified data architecture. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

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 164

Course Customer Service Training Customers Customer Service 164

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 140

Customer Service Training Video Course Customer Service 140

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. Retain your customers and drive more revenue!

Communication 77

Communication Consumers Customer Service Strategies Interaction 77

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 90

Communication Airlines Customer Service Training Leadership 90

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

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. A help desk can respond to clients and follow up on support issues.

Customer Service 84

Customer Service Wait Times Communication Customer Service Strategies 84

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

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

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

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

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 77

Customer Service Course Customer Satisfaction Customer Service Training 77

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 105

Loyalty Social Media Tips Communication 105

Lumoa

JUNE 14, 2023

Detractors are unhappy customers who are quick to vent their frustrations and spread the word about your business in a negative light. And that, of course, is bad news for any business – big or small. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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 156

Industry Hospitality Customer Service Training Leadership 156

Call Center Pros

NOVEMBER 12, 2018

Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. The landscape of customer service is drastically changing.

Customer Experience 69

Customer Experience Multi-Channel Call Center Customers 69

Ecrion

OCTOBER 31, 2019

You know that there are some serious gaps in your current customer service strategy — and you’ve seen how those gaps have affected your business. Every year, companies lose over $60 billion thanks to poor customer service. You can identify potential roadblocks within your marketing strategy.

Omni-Channel 52

Omni-Channel Customer Service Multi-Channel Social Media 52

ShepHyken

FEBRUARY 19, 2023

So, it begs the question of how you’re setting up your business to shift with customer expectations? Keep reading to uncover the six degrees of separation between your customer experience strategy and how to achieve it. The author is a software marketing guy, and he shares his take on creating a “dynamite customer experience.”

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62