ShepHyken

DECEMBER 12, 2023

I share how to create the experience that makes customers want to do business with the company, not just buy the product. So, be “freaky fast” in responding to your customers’ calls or emails – or any other way customers reach out to you. Always Do What You Say and More – One way to blow credibility is to not do what you promise.

Sales 90

Sales Customer Experience Tips Customer Service Training 90

ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. Follow on Twitter: @Hyken.

Customer Journeys 92

Customer Journeys Customer Service Sports eBook 92

ShepHyken

DECEMBER 30, 2019

the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief. SmartBrief) This article shares five ways to get your employees excited and involved in creating a customer-centric experience. Be it Alexa, Google, Siri, etc., It is part of the culture.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

FEBRUARY 22, 2021

(Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that. Read on to learn about tips and tricks, and that will help you do the same. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

Ecommerce 138

Ecommerce Customer Service Customer Centricity Retail 138

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. You’ll have to download the report to get it – and it’s worth it.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

ShepHyken

APRIL 18, 2022

Customer Understanding: Why Is It the Cornerstone of Customer-centricity? CX Journey) You can’t make any improvements, you can’t design an experience, you can’t transform anything, without customer understanding, without data and insights about your customers. by Annette Franz. (CX Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Customer Centricity Retail Customers 69

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. I refer to this as a hospitality mentality.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

NOVEMBER 19, 2018

(Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon.

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

ShepHyken

JUNE 11, 2023

9 Building Blocks Toward Exceptional Customer Experience by Olga Potaptseva (CMSWire) What do Amazon, Starbucks, Tesla, Airbnb and Zappos have in common? They’re big companies, yes, but they’re also guided by a customer-centric approach to business, which is built on a foundation of customer service excellence.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

AUGUST 10, 2020

The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. CustomerThink) If you claim to be customer-centric are you sure you’re truly walking the talk and not just talking about customer service excellence? 10 Tips for Graduates Seeking a Career in Service by Laurie Wilkins.

Customer Service 92

Customer Service Customer Retention Loyalty Tips 92

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

ShepHyken

OCTOBER 15, 2018

My Comment: For many businesses, customer feedback and reviews are an important marketing strategy. Here are six tips to consider when asking for feedback. Top 10 tips to ensure design thinking boosts customer engagement by The Wise Marketer. So, how do you get feedback? The simple answer is to keep it simple.

Customer Service 86

Customer Service Automotive Tips Feedback 86

ShepHyken

JUNE 20, 2016

World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev. For information contact or www.hyken.com.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Stella Connect

SEPTEMBER 30, 2021

Some of the key benefits of using call center quality monitoring scorecards include being able to provide clear guidance to frontline agents based on specific customer interactions, gaining insight into what’s driving negative customer feedback , unlocking opportunities to improve in delivery and customer satisfaction (CSAT) , and more.

Call Center 52

Call Center Effort Score Policies Customer Service Training 52

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The short answer is yes.

Customer Service 100

Customer Service Hotels Hospitality Government 100

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 11, 2017

My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with. John Ruhlin is the corporate gifting expert, and in this article, he shares some of his best tips to ensure that the gifts you give will be meaningful, memorable, and wow your customers.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

Kayako

NOVEMBER 21, 2018

Even though it costs them more money to offer faster shipping options and free returns, they’re willing to accept it because it makes the buying process more convenient for customers. How do you build a customer-oriented culture? Here are five tips and lessons from brands that have done it successfully.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” I would also add a sixth tip, which is to act with urgency.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? They find transactional customer experiences rude. Here’s a tip! Employees engaging in off-topic conversations.

Training 151

Training Customer Service How To Employee Engagement 151

ShepHyken

JUNE 26, 2023

9 Tips For Having A Customer Spotlight At Your Next Customer Advisory Board Meeting by Eyal Danon (Forbes) One of the more popular attendees at customer advisory board (CAB) meetings is the customer speaker, or more accurately, customer “session owner” as they will (hopefully) do much more than merely speak.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

JUNE 19, 2023

Whether you have a small business or a large brand, some tips and ideas in this article will help you attract and keep your customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Net Promoter Score 13

Net Promoter Score Customer Service NPS Customer Journeys 13

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. My Comment: I’ve recently written several articles related tipping fatigue, tipflation, and tip creeping.

Customer Service 12

Customer Service Tips Social Media Consumers 12

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat.

Customer Service 12

Customer Service Customer Centricity Loyalty Programs Loyalty 12

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Hiten Shah.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

MARCH 5, 2023

How can business leaders shape the future of their organizations using a customer-centric approach? There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

ProProfs Chat

MAY 21, 2020

From providing useful information to step-by-step guides on how to perform a process, a customer service representative’s job entails various activities. And this is just the tip of the iceberg. This is also important because you will be hiring a potential candidate who’ll be in a customer-facing role.

Customer Service Representative 111

Customer Service Representative Customer Service How To Communication 111

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

APRIL 19, 2021

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training by Veronica Krieg. Sharpen) Here are 10 statistics to inspire your customer service training, along with actionable tips to take back your time and put it toward high-value work, like coaching your team.

Customer Service 148

Customer Service Customer Service Training Retail Comparison 148

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 114

Customer Service Social Media Customer Experience Professionals Customer Care 114