ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Culture 153

Culture Social Media Customer Service Training Customers 153

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

APRIL 1, 2020

I hustled back into the warm building where my manager asked, “What do you just do?”. He said, “Son, this is a self-service gas station. Unfortunately, if my boss talked that way to most of the other employees I worked with, they would be scared to death to go out on the drive and help a customer. Follow on Twitter: @Hyken.

Self Service 117

Self Service Customer Service Leadership Customer Focused 117

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. That said, there are some insights into the importance of managing CX.

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

DECEMBER 14, 2022

That often means the customer won’t get the experience they could or should have. . While it may not be possible to eliminate FOMU altogether, a culture that empowers employees to make good decisions is what you want. Employees must have the confidence to overcome FOMU, and this comes from proper training and praise.

Customer Service Training 75

Customer Service Training Culture Training Customer Service 75

ShepHyken

JANUARY 18, 2021

(Diginomica) How do you enrich the customer experience amidst the current turbulence? Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. My Comment: I enjoy articles that focus on the culture, and that is exactly what this article is about.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

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. 33% admitted they cussed.) Follow on Twitter: @Hyken

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

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. Involving executive management and staff is crucial.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. You may care about your customer, but does the customer know it?

Customer Service 145

Customer Service Leadership Training Customer Service Training 145

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 153

Customer Service Training Feedback Groups Customers 153

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

ShepHyken

SEPTEMBER 21, 2022

The point is that leadership and management must create opportunities that allow employees to engage with them. If you’ve been following my work, you’ll recognize this concept: What’s happening inside the organization is felt on the outside by the customers. Employee trust fosters customer trust.

Leadership 73

Leadership Feedback Customer Service Training Training 73

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 19, 2019

If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 10, 2022

A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. For years I’ve preached that not upselling when it’s right for the customer, is bad customer service.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

SEPTEMBER 18, 2017

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!) by Paul Selby (CustomerThink) I offer some ways to inject customer service across the business and simultaneously raise the bar on customer service. This is how it’s done!

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

DECEMBER 20, 2017

By the way, I’ve written about these before, but after seeing the Five9 report, this is a perfect time to remind ourselves of some of these important strategies and tactics that will help us with each and every one of our customers. Customer service doesn’t just happen on the front line. It’s part of the company’s culture.

Customer Service 110

Customer Service Competitive Advantage B2C Culture 110

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 86

Customer Service Customer Retention Culture Tips 86

ShepHyken

MARCH 11, 2019

It’s in the culture of a company. International Policy Digest) Until relatively recently happiness was not an important factor in our corporate culture. The main concerns of business owners, managers and economists were generally about profits, supply and demand, efficiency, productivity and such like.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

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 70

Customer Service Hospitality e-support eBook 70

ShepHyken

AUGUST 10, 2020

Mastering the 3 C’s of Customer Experience by Beyond The Arc. Beyond The Arc) These fundamentals also apply to managing major change – which is often what’s needed to make a measurable impact in your customer experience. My Comment: This article falls into building a CX culture. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. At the best companies, it’s part of the culture. Here are my top five picks from last week.

Customer Service 113

Customer Service Infographics Customer Centricity Social Media 113

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. Every employee is participating in training sessions and the effort will be ongoing, not for a few days or weeks, but hopefully for years to come. A customer service culture starts with the people.

Customer Service 48

Customer Service Company Culture Customer Service Training 48

ShepHyken

NOVEMBER 8, 2021

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. Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

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 108

Customer Service Customer Expectations Training Customer Service Training 108

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

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

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

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us. Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight.

Customer Service 86

Customer Service Conference Employee Experience Customer Service Training 86

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

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. 4 Negotiation Strategies for Managing Difficult Retail Customers by Dean Kaplan.

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

APRIL 6, 2020

Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. Forbes) Companies must build organizational cultures of treating employees well, as if they are customers, too. If you want happy customers, start with your employees.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

SEPTEMBER 25, 2019

In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right. In my speeches, I talk about the right way to manage first impressions, demonstrate knowledge, build rapport, ask the right questions and much, much more.

Customer Service 125

Customer Service Social Media Customer Service Training Customers 125

ShepHyken

JANUARY 9, 2019

Was he worried his manager might be upset? If so, shame on that manager! 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.

Customer Service 127

Customer Service Customer Service Training Customers Training 127