Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. This finding shows customers are looking for reassurance before either buying online OR in the store. In-store kiosks are also likely to be used by customers to research products.

Customer Confidence 279

Customer Confidence Report How To Loyalty Programs 279

Vonage

NOVEMBER 10, 2016

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience. Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response. Our customers notice our efforts, too.

Customer Confidence 274

Customer Confidence Customer Service Banking Contact Center 274

Kitewheel

OCTOBER 7, 2020

Customer experience leaders also tend to have powerful mobile banking platforms. Customer journey orchestration provides many powerful ways to make the most of the mobile banking experience. How are customers truly using your mobile app? Customer Engagement app banking Mobile

Customer Confidence 52

Customer Confidence Banking Call Center Customer Journeys 52

CSM Magazine

OCTOBER 25, 2016

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened. If you solve the customer’s issue, but are rude or indifferent in the process, you can still negatively impact the relationship. Making an apology to customers after things go wrong is positively related to satisfaction with the recovery.

Customer Confidence 73

Customer Confidence Customer Experience Consulting Study 73

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Confidence 286

Customer Confidence Customer Experience Customer Service Hospitality 286

ShepHyken

FEBRUARY 16, 2022

That expertise creates confidence. . When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. Just make your customers smarter. .

Customer Confidence 147

Customer Confidence Customer Experience Customer Service Training Loyalty 147

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer. It can be the traditional customer service team who fields questions and complaints.

Customer Experience 177

Customer Experience Customer Service Customer Confidence Metrics 177

One Millimeter Mindset

APRIL 15, 2019

When your story is all about customer skepticism, then prospective customers do not do business with you. Because, for starters, they compare stories with your former customers. If you want to perpetuate customer skepticism, instead of customer confidence and repeat business, here are two sure-fire ways to achieve this outcome. If you want to change your story, and your customers’ experiences, contact me.

Customer Confidence 15

Customer Confidence Meeting Culture Groups 15

ShepHyken

OCTOBER 9, 2019

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. The first lesson is that showing up on time to work is important, as it removes concern and worry and, most importantly, creates confidence. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. App Customer Service Strategies customer confidence customer service lesson dependabilit

Customer Confidence 123

Customer Confidence Customer Experience Course Customer Service Training 123

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. Customer service: You love the way they treat you. You want customers to use the word “always” to describe their experience with you. The post Ten Reasons WHY Customers Choose to Do Business with You appeared first on Shep Hyken.

Customer Experience 134

Customer Experience Customer Confidence Policies Customer Service Training 134

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post Do Your Customers Trust You This Much?

Customer Confidence 124

Customer Confidence Customer Service Training Customer Care Loyalty 124

ShepHyken

OCTOBER 10, 2018

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Confidence 125

Customer Confidence Customer Experience Customer Service Training Training 125

ShepHyken

OCTOBER 31, 2018

And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. That’s what brings customers back – when they can say, “I can depend on them to always do what’s best.” Your customers will appreciate you. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 119

Sports Customer Confidence Customer Service Training Examples 119

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Customer Experience 121

Customer Experience Customer Service Representative Customer Confidence Customer Service Training 121

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems.

Customer Confidence 109

Customer Confidence Policies Customer Experience Government 109

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Confidence Customer Service 134

ShepHyken

OCTOBER 5, 2016

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. Amazement is the consistent and predictable above average experience that a customer receives from a company or employee.

Customer Confidence 133

Customer Confidence Hotels Customer Service Training Leadership 133

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Goal: Improve Customer Loyalty.

Policies 106

Policies Customer Confidence Average Handle Time Contact Center 106

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. He trusts his customers to do what’s right, and it pays off. But most of all, he gets loyal customers that come back, buy more, spend more when they buy and feel valued. Customers want to be trusted.

Customer Confidence 120

Customer Confidence Conference System Customer Service Training 120

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. It doesn’t matter what type of business you are in, the bar for typical – or average – customer service is set low. Anything less erodes the customer’s confidence.

Customer Confidence 111

Customer Confidence Customer Service Training Meeting Interaction 111

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done. Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Customer Service Representative 110

Customer Service Representative Customer Confidence Banking Customer Service Training 110

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. The point is that great customer service makes price less relevant. And what defines “exceptional” customer service?

Exceptional Customer Service 100

Exceptional Customer Service Customer Confidence Study Customer Service Training 100

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Customer Confidence Customer Experience build customer trust credibility customer reviews

Case Study 94

Case Study ROI B2B Customer Confidence 94

ShepHyken

SEPTEMBER 13, 2017

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer. The difference between answering a question and helping a customer. Or, the difference between resolving a complaint and restoring confidence.

Hospitality 103

Hospitality Customer Confidence Customer Experience Customer Service Training 103

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that customers can count on every time they do business with you.

Customer Service 91

Customer Service Customer Confidence Customer Service Training Meeting 91

ShepHyken

JUNE 14, 2017

We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. I share this with you because the relationship we have with our customers is not that different than the relationship we have with a spouse, partner, significant other – or any other person that is close to us. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late.

Customer Confidence 103

Customer Confidence Policies Customer Service Training Customer relationships 103

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.) They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

Customer Experience 88

Customer Experience Insurance Travel Comparison 88

ShepHyken

MAY 2, 2018

Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust. Customers need to know when there are problems or they have questions that they are dealing with knowledgeable and smart people. I preach customer service and soft skills training.

Hotels 94

Hotels Customer Confidence Conference Training 94

ShepHyken

FEBRUARY 1, 2017

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. Urgency is key to restoring confidence.

Case Study 106

Case Study Airlines Study Customer Confidence 106

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.

Advertising 91

Advertising Customer Confidence Sales System 91

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Net Promoter Score 90

Net Promoter Score Customer Experience NPS Customer Service 90

ShepHyken

JANUARY 2, 2018

Do your customers trust you? . ? ? ? <span </span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: Trust is a confident belief in a product or an organization. When there is confident belief, everything changes. When employees get treated properly, it trickles down and the customers feel that.

Customer Experience 84

Customer Experience Customer Confidence Connections Study 84

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do! When a customer has a problem, do you respond quickly, apologize, accept responsibility and make it easy on the customer? Do you handle it in such a way that creates confidence?

Customer Experience 96

Customer Experience Customer Service Customer Confidence Retail 96

ShepHyken

SEPTEMBER 27, 2017

The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. Management thought long and hard about how to create an online experience that matched the expectation of a Nordstrom customer, and they delivered.

Brands 86

Brands Customer Confidence Customer Service Training Online Experience 86

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Customers need to feel heard and know that you care about them.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

ShepHyken

JULY 13, 2016

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. 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.

Customer Experience 90

Customer Experience Customer Confidence Customer Service Training Customer Focused 90

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story. Jordan knew that his customer didn’t send email spam.

Customer Experience 90

Customer Experience Exercises Customer Confidence Customer Service Training 90

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

Retail 74

Retail Customer Service Customer Confidence Customer Service Training 74

ShepHyken

SEPTEMBER 7, 2016

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer.

Customer Confidence 85

Customer Confidence Customer Service Representative Customer Service Training Examples 85

ShepHyken

JUNE 20, 2017

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. First Up: Shep’s opening comments focus on creating trust and confidence with your customers. Trust requires your customers to see you as an expert, and they must value your knowledge.

Customer Experience 76

Customer Experience Customer Confidence Tips Interaction 76