Vonage

NOVEMBER 24, 2016

Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! My name is Ron.”

Culture 120

Culture Customer Service Entertainment Hospitality 120

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

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. A customer’s sales journey is different than a service or support journey. And you may need more than one map. For information contact or www.hyken.com.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JUNE 7, 2021

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. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Michel Falcon Experience

JANUARY 16, 2020

And/or you can host a sales contest within your sales team to increase top-line revenue. that’s having a customer experience strategy! 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 Journeys 88

Customer Journeys Strategy Customer Experience How To 88

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

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. An influx of orders, too few staff and emotions running high can mean an increase in mistakes and dissatisfied customers. Connect with Shep on LinkedIn.

Customer Service 55

Customer Service Retail Consumers Metrics 55

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 120

Airlines Customer Service Conference Culture 120

ShepHyken

JANUARY 10, 2022

(Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business. If your customers aren’t satisfied with their buying experience, it won’t matter how good your marketing is, how many leads you receive, or how well your sales funnel converts new customers–they won’t come back.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

AUGUST 19, 2019

My Comment: Someone once told me that if you chase profit over the customer, you may not get profit or the customer. But, if you chase the customer, you’ll most likely end up with both. The idea is that putting the customer before the sale is a good strategy. Satisfied customers or profit.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

Vonage

OCTOBER 6, 2015

The service I get from FedEx influences what I expect from airline and taxi companies. This transfer of expectations is true in many dimensions of service, including accessibility, after-sales service, ordering and payment flexibility, service recovery policies, upgrade procedures and more. Your Service.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

Vonage

AUGUST 22, 2016

Would you see customer service improvement in your workplace? Would others be inspired by recognition of their “personal best” in service, sales, teamwork, speed or innovation? Customer service improvement would become the norm! Your Service” books and founder of UP! Your Service.

Customer Service 120

Customer Service Culture Customer Service Training Course 120

Vonage

DECEMBER 13, 2018

Create abbreviated versions of these two documents that can be placed at locations where employees will need immediate reminders: at your reception desk, at POS (point of sale), at every phone or terminal. Double down on customer service training. If this sounds goofy, prepare to risk feeling goofy at first.

Survey 215

Survey Customer Service Guidelines Comparison 215

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into 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 97

Customer Service Training Training Tips Customer Service 97

Vonage

JANUARY 24, 2017

The computer company lost a lifetime loyal customer due to a weak link in the sales and service chain that shattered the perception of customer service excellence. I wonder how many other urgent sales leads are lost in this chasm of poor reseller service? Your Service” books and founder of UP!

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

Customer Service 68

Customer Service Net Promoter Score Tips Brands 68

Vonage

AUGUST 14, 2015

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

ShepHyken

DECEMBER 28, 2016

My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch up to replacing defecting customers and making up for lower sales as a result. Training is also essential. is going out of cultural alignment.

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

ShepHyken

SEPTEMBER 24, 2023

Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on sales and profit, reducing their hiring standards to fill positions, and expecting and demanding more of their employees including their customer service representatives, yet not investing in the employee culture and customer experience.

Customer Service 69

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 69

ShepHyken

MARCH 22, 2017

Direct contact with the customer is usually the responsibility of people in customer-facing jobs, such as sales and support, yet there is no better way to get all employees to understand how their good work impacts their customers than for everyone to have some facetime with customers. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Customer Confidence Insurance Travel 88

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

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 152

Customer Service Training Feedback Groups Customers 152

customer sure

JUNE 25, 2014

Low overheads, scale up fast, punch above your weight, and a whole wide world of potential customers. But it comes with a challenge when figuring out how to increase sales effectively, as there’s a big disadvantage compared to traditional business: You never get to meet your customers. How to increase sales the easy way.

Sales 48

Sales How To Feedback Case Study 48

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. ” Even what happens after the sale is made.

Customer Service 85

Customer Service Customer Retention Culture Tips 85

Vonage

APRIL 6, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Experience 120

Customer Experience Exercises Connections Culture 120

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

AUGUST 6, 2023

Ways to Maximize Customer Happiness & Satisfaction by AppleMagazine (AppleMagazine) Making your customers happy should be your business’s number one priority. Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

Vonage

JANUARY 27, 2016

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 120

Customer Service Airlines Hotels Exercises 120

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. This is especially relevant where staff performance is constantly measured and rated by customers.

Customer Service Strategies 79

Customer Service Strategies Strategy Customer Service Company 79

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Customer Guru

APRIL 10, 2018

Gangadhar has presented his theory on Service Excellence to various banks and private institutions, been invited as a guest speaker and has conducted development programs in excellent service delivery, outbound sales and supervisory skills. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 81

Call Center Company Telecommunications Banking 81