Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Redesign current processes and services.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Vonage

OCTOBER 6, 2015

They could improve customer experience by putting their convenience second. Key learning point to improve customer experience. Service improvements in one industry soon impact customer expectations in another. The service I get from FedEx influences what I expect from airline and taxi companies.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 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.

Customer Service 120

Customer Service Leadership Ecommerce Culture 120

ShepHyken

SEPTEMBER 20, 2017

The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them. Good customer service starts on the inside with the company’s culture. Talk about it.

Customer Service 109

Customer Service Customer Expectations Training Customer Service Training 109

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Businesses need to keep innovating and improving their service, or risk being left behind.

Strategy 235

Strategy Customer Experience How To Effort Score 235

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. It’s baked into the culture. Same for CX.

Customer Service 74

Customer Service Hospitality Rewards Programs Self Service 74

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Human-Centered Customer Support by HubSpot & HelpScout.

Customer Service 110

Customer Service Competitive Advantage Trends Culture 110

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

NOVEMBER 8, 2021

Impressed by the genius of Van Gogh, pretend you could hire him as your customer experience consultant. My Comment: It’s time for a little culture mixed in with some customer experience education, and these lessons come from the master painter, Vincent Van Gogh. What would Van Gogh recommend? Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Retail Interaction Hospitality 94

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. .

Handbook 61

Handbook Customer Service Training Training Measurement 61

Comm100

OCTOBER 25, 2017

They understand you, know your needs, and provide great service with a smile. This experience is becoming more and more common, and it doesn’t just apply to coffee shops – the rise in customer expectations for great service applies to businesses of all types around the world. You’d be delighted, right?

Customers 327

Customers Customer Service Ecommerce eBook 327

Integrity Solutions

OCTOBER 5, 2022

And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits. Leaders know that customer expectations are higher than ever. Like everything else related to business culture, your unique customer service culture hinges on your people.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Top 10 Customer Service Blogs to Follow in 2017 by Daniela Puzzo.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

APRIL 4, 2018

None of these companies or people may be in your industry, but they can be your benchmark for amazing customer service – service that is not based on customer expectations for your industry, but expectations from the best people and companies they’ve ever encountered. Follow on Twitter: @Hyken.

Advertising 100

Advertising Customer Service Training Customer Expectations Industry 100

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. Provide Leadership Training. Regularly Evaluate Customer Service.

Leadership 59

Leadership Customer Service Strategy How To 59

Customer Guru

APRIL 10, 2018

Gangadhar shares all the nuances of delighting customers and how all organizations across industries must focus on becoming customer-centric. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. They no longer compare you to just your competitors.

Customer Service 114

Customer Service Self Service Tips Social Media 114

ShepHyken

SEPTEMBER 12, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post Never Take Your Eyes Off the Customer appeared first on Shep Hyken.

Hospitality 130

Hospitality Customer Service Training Customers Tips 130

ShepHyken

OCTOBER 16, 2023

My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. Customers’ expectations have changed. Amazon (AWS) is using AI as an opportunity to assist their agents and create better self-service experiences for their customers.

Customer Service 13

Customer Service Self Service Customer Centricity Culture 13

ProProfs Chat

MAY 21, 2020

Discuss the Work-Culture & What Candidates Can Expect. Create a Customer Service Job Description Template in Three Simple Steps. Describe Job Role Expectations. Apparently friendly customer service representatives, who create a memorable experience, encourage 73% of customers to stick with a brand.

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

ShepHyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. As the article states, it starts with culture… who you hire.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

SEPTEMBER 28, 2016

So, a good way to describe what managing the un-Wow is would be to say… Avoid anything that would take away from the usual, hopefully positive, experience that your customers expect from you. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 48

Customer Service Training Customer Service Customer Experience Examples 48

Service Untitled

OCTOBER 11, 2010

The introduction of hair dryers, concierge service, televisions with concealed doors, non-smoking rooms, and fitness centers provided service and luxury to the sophisticated traveler. Every morning service, quality, and culture brand are set forward by the guest relations manager.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

ShepHyken

APRIL 3, 2023

My Comment: If you’ve been following this weekly roundup of articles, you should be familiar with Steven Van Belleghem, one of the world’s leading customer experience gurus. He’s written a short article about Glossier, a well-known and respected beauty brand with a “die-hard customer-first culture.” A great listen!

Self Service 9

Self Service Customer Service e-support Retail 9

ShepHyken

OCTOBER 10, 2022

(itelCX) For Customer Service Week, we sit down with New York Times bestselling author and renown customer service and customer experience (CX) expert, Shep Hyken, to discuss all things CX, including what has changed in customer service, and the shifting landscape of customer expectations.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Hire an Executive Champion.

Training 107

Training Customer Experience Customer Journeys How To 107

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. And this is a big one.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

SurveySparrow

OCTOBER 1, 2023

What is High Touch Customer Service? High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. What is high-touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

SEPTEMBER 19, 2022

This article focuses on how employees drive the customer experience, so doesn’t it make sense to consider an employee branding program? 10 Customer Service Books You Must Read by BookPal. LinkedIn Pulse) How can your company exceed customer expectations and have superior customer service?

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ProProfs Chat

JUNE 15, 2020

This important tool for strategy performance management will let you communicate your goals among your teams, align their work with your growth strategy, and measure and monitor your progress as you try to build a more customer-oriented culture. . And that’s the essence of customer-oriented business. #7.

Strategy 105

Strategy Social Media e-support Software 105

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. Brands need a more integrated stack for a single view of the customer and a real-time view of product inventory.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

OCTOBER 1, 2018

My Comment: The article opens with the following line: Today’s customers expect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. You’re no longer compared to your competition, but to the companies who provide the best service.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18