ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

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. Understand Customer and Market Perceptions.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship. It’s the difference between a one-time transaction and a lifelong memory.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Connect with Shep on LinkedIn.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Each group should be monitored against business metrics.

Strategy 230

Strategy Customer Experience How To Effort Score 230

Michel Falcon Experience

JANUARY 16, 2020

Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? Customer Journey Mapping. Customer Service Training.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

DECEMBER 26, 2018

The culture: This is the kind of organization you want to be affiliated with. At some level, this ties into culture and values, but this is more about giving back and community involvement. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Culture 134

Culture Policies Customer Service Training Customers 134

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 153

Customer Service Training Feedback Groups Customers 153

The DiJulius Group

NOVEMBER 4, 2021

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. These will not only dramatically increase the retention of your customer service training.

Gamification 59

Gamification Customer Experience How To Customer Service Training 59

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. I]f you care about customer experience.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Customers That Stick

OCTOBER 23, 2014

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Topics include: How to drive a culture of service innovation into a traditional product company. Building a service innovation culture. Day Two: Customer Experience and Engagement.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Vonage

APRIL 6, 2016

Once again, rate the quality of service you receive. I’ll bet the service you get from the second group of calls is friendlier, more thorough and uplifting for you – and for the service provider. This little exercise shows how easy it is to improve customer experience by adding a personal touch. Your Service.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

ShepHyken

SEPTEMBER 24, 2023

Is the Customer Service Recession Ending? By John Dijulius (The DiJulius Group) Since the middle of the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 70

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 70

ShepHyken

JUNE 17, 2019

While you can’t always say “yes” to a customer, you don’t have to say “no” either. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through.

Customer Service 110

Customer Service Call Center Feedback Culture 110

Comm100

JUNE 26, 2018

Their focus should be on the individual or a group of individuals and the benefit that they can get from improving. Ways to Build a Coaching Culture. A coaching culture is a goal if you are interested in continuous and ongoing improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

How To 108

How To Training Culture Customer Service Training 108

ShepHyken

APRIL 18, 2022

inflation (or higher depending on your source of info), Americans can be divided into three groups: 1) convenience shoppers who value the experience over price and buy less than 40% of their purchase on sale, 2) bargain shoppers who buy more than 40%, and 3) part-tie bargain shoppers who fall in the middle. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JUNE 6, 2022

(The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. And often, repeat business leads to customer loyalty. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

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. The Mount Rushmore of Customer Service Leaders by John DiJulius. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Retail Airlines Social Media 103

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. Save the Customer. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

OCTOBER 26, 2020

(Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Just look at this group of predictions from Forrester. They make sense.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

Comm100

OCTOBER 30, 2017

This is a situation where it’s perfectly acceptable to stalk your customers’ Facebook page to get an idea of what they’re into. Are they subscribed to every baking-related group out there? Twitter can be a social media goldmine for thoughtful gift-givers, giving you 140-character glimpses into what your customer likes.

Fashion 211

Fashion eBook Social Media Customers 211

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. The short answer is: all of them. But, the process has to start somewhere.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

ShepHyken

DECEMBER 6, 2021

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. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Moneyish) Companies are advertising for tech, sales and customer service jobs with quirky sounding job titles. Just ask Disney.

Customer Service 0

Customer Service Trends Culture Advertising 0

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. And not only that, happy and loyal customers do more than come back.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

MAY 29, 2017

How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. by Nicolas Maechler.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

Magellan Solutions

MARCH 24, 2020

See the list below to find out some of the companies that outsource their customer service: Telstra. The Principal Financial Group. Companies that Outsource Customer Service. As a company lauded for its amazing in-house culture, Google still decided to outsource its phone and email support for AdWords.

Company 40

Company Customer Service Call Center Telecommunications 40

Comm100

NOVEMBER 3, 2017

For this reason, successful social media training starts with an analysis of staff’s existing skills, so that you will know what training each person needs. How you train your social media team – face-to-face, video, interactive online training and so on – should be chosen based on the culture and circumstances of the organization.

Social Media 115

Social Media Course Training Marketing 115

Myra Golden

SEPTEMBER 13, 2016

A corporate trainer in one of my client organizations is gung-ho on the Zappos culture and she is convinced that what her contact center needs is agents trained to make small talk with customers and empowerment so agents can consistently deliver wow experiences – “Just like Zappos does,” she says.

Culture 56

Culture Hotels Training Contact Center 56

ShepHyken

NOVEMBER 14, 2018

I could imagine a group of smart Amazon employees sitting around the table answering the question, “I wonder if there is a way for our customers to order products without having to turn on their computer or open an app on their smartphone?” And, then they did one better with the Amazon Dash buttons. Follow on Twitter: @Hyken.

How To 117

How To Touchpoint Customer Service Training Video 117

Magellan Solutions

MAY 3, 2022

Principal Financial Group. Prudential Financial, a Fortune 500 company, provides financial, insurance, and investment management services to individuals and institutions in more than 40 countries. In 2013 , the company moved its call center work and administrative services overseas. Principal Financial Group. Telefónica.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Comm100

OCTOBER 8, 2016

Rewarding your most loyal and active customers will make them feel important, and it’s critical to enhance retention with the customers that are worth most to your company. Create an extra tier or VIP segment in your customer loyalty program in order to retain a special group of high-spending customers. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40