TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

SEPTEMBER 18, 2019

Then, through training, give employees examples that show them how far they can go. It must be baked into the culture of an organization. Employees must be empowered to say yes whenever possible or to find creative solutions to make customers happy when the answer must be no. It’s an attitude and a culture.

Customer Service Training 131

Customer Service Training Training Culture Examples 131

ShepHyken

DECEMBER 1, 2021

If the employee is interacting with a customer, they want to know they are helping to make a difference. . 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.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Design Customer Service Protocols.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

MARCH 7, 2018

A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. The receptionist plays a critical role for the company. Follow on Twitter: @Hyken.

Customer Service Representative 177

Customer Service Representative Banking Social Media Customer Service Training 177

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 89

Customer Service Retail Interaction Hospitality 89

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

NOVEMBER 25, 2019

(Outsystems) CX refers to the ongoing relationship between a customer and your company. Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. My Comment: This excellent article answers the question, “What is customer experience? Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Culture Trends Touchpoint 115

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. ‘I’m

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 151

Customer Service Training Feedback Groups Customers 151

ShepHyken

SEPTEMBER 30, 2020

Simply, customers want a good experience, and customer service plays a big part in that. It’s more than just the front line interacting with customers. Every employee has an impact on the customer service and the customer experience an organization provides. Follow on Twitter: @Hyken.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Course 125

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

JUNE 28, 2021

(Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”. Are You Using these Customer Experience Power Phrases? by Joseph Michelli, Ph.D.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 91

Customer Service Hospitality Ecommerce Loyalty 91

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 79

Customer Journeys Customer Service e-support Self Service 79

ShepHyken

JUNE 17, 2019

7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers. I don’t mind having a few thought-out opening lines and responses for certain customer service situations.

Customer Service 108

Customer Service Call Center Feedback Culture 108

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Customer Service 85

Customer Service Customer Retention Culture Tips 85

ShepHyken

APRIL 22, 2019

Why Anxious Customers Prefer Human Customer Service by Michelle A. But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. Service Transformation Must Come From the C-Suite by Dr. Natalie Petouhoff.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

MARCH 11, 2019

(MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions. It’s in the culture of a company. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

ShepHyken

SEPTEMBER 20, 2017

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. I call it the service “mantra.” I’ve preached this before.

Customer Service 106

Customer Service Customer Expectations Training Customer Service Training 106

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Then look no further than the TV in front of you!

Self Service 81

Self Service Customer Service Customer Service Training Customer Care 81

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

DECEMBER 6, 2021

Yes, the patient receives the necessary treatment, but the success of the treatment is devalued by the frustration of the interaction. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. Follow on Twitter: @Hyken.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

SEPTEMBER 25, 2019

I’d be upset if that happened to me,” is a good way to apologize and acknowledge the customer’s problem quickly —in short, a perfect start to resolving the issue. Building Rapport: What do customers like to talk about? It can be a five or ten-second interaction, but it helps break the ice. Themselves!

Customer Service 124

Customer Service Social Media Customer Service Training Customers 124

ShepHyken

DECEMBER 30, 2019

Voice search will become a key to a good customer experience – and the stat to back it up says as much as 80% of total customer interactions will be made by artificial intelligence. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Ernesto explained that in his previous role in Disney reservations, he used to take on the role of Sergio – a made-up persona who inspired him to deliver better service. Culture & Training.

Contact Center 102

Contact Center Entertainment eBook Culture 102

ShepHyken

JANUARY 28, 2019

And, something I noticed… the technology space, which includes internet, cable and cellular, is no longer one of the top one or two worst service providers. First, it continues the discussion from the fourth article on this week’s list about bots and human interactions. They are trying!). ” Download it today!

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

SEPTEMBER 2, 2019

(Forbes) Since the early days, innovation and automation have transformed the way companies provide products or services to their customers. Today, automation is omnipresent, and it continues to change not only work but also the fundamental ways we live and interact with one another. This article is all about culture.

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

ShepHyken

OCTOBER 30, 2019

However, the receptionist answers the phone, and the way they do it sets the tone for the rest of the interaction the customer may have with others in the company. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 101

Customer Service Training Customer Service Training Customer Focused 101

ShepHyken

MAY 1, 2019

That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. For information, contact 314-692-2200 or www.hyken.com.

Brands 122

Brands Customer Service Self Service Advertising 122

ShepHyken

MAY 8, 2017

By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. My Comment: Here is a deeper dive into the concept of “Customer First.” The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. For information contact or www.hyken.com.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

SEPTEMBER 19, 2016

My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0