CSM Magazine

MARCH 31, 2020

Organizations depend on a happy customer base for sustainable growth and long-term success. Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Treat your customers as an extension of your company. Their success is your success.

Culture 52

Culture Training Customer Satisfaction Software 52

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. 10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council.

Customer Service 143

Customer Service Social Media Report Culture 143

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship. Here are my top five picks from last week. Surgeon General report.

eBook 56

eBook Customer Service Tips Survey 56

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. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Annette Franz . Bill Quiseng . Chip Bell . Colin Shaw .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up. Involve all of your team.

Training 213

Training Culture Customer Service Training Customers 213

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. Here are my top five picks from last week.

Customer Service 56

Customer Service Retail Consumers Metrics 56

Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Develop Your Core Values to Drive Growth and Prove Commitment.

Government 120

Government Customer Experience Management Customer Experience Management 120

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. Follow on Twitter: @Hyken.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. Here are my top five picks from last week.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. How To Build A Winning Customer Service Culture In Your Company by Krishna Charan. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Culture Trends Touchpoint 114

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. Prioritize activities and allocate them to employees.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Yes, culture is the first step.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach. Here are my top five picks from last week.

Competitive Advantage 78

Competitive Advantage Customer Service Tips Culture 78

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. The Santa Claus Approach: Unwrapping Marketing Lessons from the Man in Red by Mark W Lamplugh Jr (Entrepreneur Media) A unique figure has transcended cultural boundaries, capturing imaginations and hearts across the globe.

Customer Service 56

Customer Service Social Media Loyalty B2C 56

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. So, we start this week’s roundup with an article on culture that drives the CX.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74

Vonage

DECEMBER 13, 2018

Double down on customer service training. Training is essential in the foundations of superior customer service and in specific standards and protocols. A pre-shift meeting (10 minutes, at most 15) where only customer service and cultural issues are discussed is an excellent way to fulfill this need.

Survey 215

Survey Customer Service Guidelines Comparison 215

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

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. Conserve your resources. It is not an extra.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Governing) In the public sector, customer service can easily devolve to “our way or the highway.” Follow on Twitter: @Hyken.

Customer Service 141

Customer Service Government Customer Service Training Loyalty 141

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 90

Customer Service Hospitality Ecommerce Loyalty 90

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. Here are my top five picks from last week. by Ricardo Saltz Gulko.

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT).

Customer Service 68

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 68

Integrity Solutions

FEBRUARY 12, 2021

And if people aren’t clear on what’s expected of them, you won’t be able to build a sustainable culture that’s rooted integrity and customer service. Implementing A Customer Service Strategy. Do not have Human Resources write it and impose it on everyone else. Get Employee Input To Guide The Strategy.

Customer Service Strategies 79

Customer Service Strategies Strategy Customer Service Company 79

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Your employees want a culture that includes flexibility, learning (training), and opportunities for advancement.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: This article falls into building a CX culture. Here are my top five picks from last week.

Customer Service 92

Customer Service Customer Retention Loyalty Tips 92

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. 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. My Comment: How much do we love our customers?

Customer Service 73

Customer Service Loyalty Programs Loyalty Sales 73

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. 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? Here are my top five picks from last week.

Self Service 81

Self Service Customer Service Customer Service Training Customer Care 81