ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 70

Customer Service Hospitality e-support eBook 70

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. by Tracey Ruff.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

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

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 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 85

Customer Service Conference Employee Experience Customer Service Training 85

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 77

Customer Service Competitive Advantage Retail Employee Experience 77

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Do Your Rewards Rock?

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

FEBRUARY 7, 2023

However, with what is being referred to as The Big Quit, The Great Resignation, and other clever names to describe a problem plaguing many businesses today, we must focus on the employee experience more than ever. So, for Valentine’s Day (and every other day of the year), find ways to show your employees a little love.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Complaining Customers Are Your Best Customers.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . Service with a Simile. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience?

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Tips 145

Tips Customer Experience Management Return on Investment 145

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Let’s look at the EX, which is the Employee Experience.

Employee Experience 96

Employee Experience Hotels Video Culture 96

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. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

NOVEMBER 20, 2019

When you use it to describe changes you make to improve customer service, it has a positive meaning. This can lead to a better customer—and employee—experience overall. Just remember, if you need to make a change that is dramatic , take steps to ensure that it won’t end up being traumatic for your customers.

Customer Focused 122

Customer Focused Customer Service Training Employee Experience Customer Experience 122

ShepHyken

SEPTEMBER 29, 2022

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. It’s not about what’s on the walls. It’s what happens between the walls that counts! .

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

Bill Quiseng

JANUARY 10, 2022

Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. No longer are people taking second or third seats to profits or work.

Leadership 167

Leadership Culture Loyalty Engagement 167

ShepHyken

OCTOBER 16, 2023

Each week, I read many customer service and customer experience articles from various resources. What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

Comm100

JUNE 19, 2018

We’re starting off with the opening keynote of Tuesday, May 22nd – “Inspiring Customer Service Excellence” from Ernesto Salas, Business Programs Senior Facilitator at the Disney Institute. So, following Ernesto/Sergio’s example, should you ask your employees to adopt an alias, in an effort to improve customer service?

Contact Center 101

Contact Center Entertainment eBook Culture 101

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

APRIL 16, 2023

Each week, I read many customer service and customer experience articles from various resources. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities.

Customer Service 9

Customer Service Tips Loyalty Employee Experience 9

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 23

Customer Service Banking Effort Score Tips 23

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

ShepHyken

OCTOBER 30, 2019

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 102

Customer Service Training Customer Service Training Customer Focused 102

Up Your Service

JANUARY 22, 2018

This raises a different and more important question for senior leaders: Do you seek to achieve service improvement in specific departments of the organization? Business leaders only need an overview of service training content, not actual participation. Sustainable service education requires application.

Training 61

Training Culture Leadership Tools 61

Qualtrics

DECEMBER 14, 2021

Having an effective customer service team can be a make or break for your business. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand. Customer service coaching.

Management 26

Management How To Effort Score Interaction 26

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Customer Service 148

Customer Service Loyalty Programs Hotels Infographics 148

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Integrity Solutions

SEPTEMBER 2, 2021

Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty. In fact, there are a myriad of statistics showing direct links between the employee experience and the customer experience, none more powerful than the fact that companies with highly-engaged employees outperform competitors by 147%.

Loyalty 75

Loyalty Competitive Advantage Customer Centricity Culture 75

ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52