ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

JUNE 20, 2023

From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. Find out what we had to say!

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. Key Learning Point For Customer Service Excellence.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 124

Customer Service Self Service Retail Entertainment 124

Vonage

OCTOBER 2, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” What do you think?” That’s a “C.” Encourage discussion.

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. What an honor.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Social Media Loyalty B2C 56

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Many have said that customer service and CX are the new branding. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service Training 150

Customer Service Training Training Customers Customer Service 150

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

Who's Your Gladys?

FEBRUARY 24, 2015

Best practices Communicating with Customers Customer Service customer service mindset customer service performance Developing People Dissatisfied customer Engagement Marilyn Suttle Mood Management Who''s Your Gladys?

Customer Service 100

Customer Service Customer Service Training Customer Expectations Training 100

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Customer Service 91

Customer Service Customer Retention Feedback Customer Centricity 91

Stella Connect

JANUARY 28, 2022

Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: 1: Align your customer service team’s approach with customer expectations. 2: Reduce customer effort and response times. Demonstrating empathy . #2:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher.

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   All customers should be treated equally, with respect and dignity. Both vehicles go back and forth to work without any problems.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

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 124

Self Service Customer Service Customer Journeys B2B 124

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. (Dan Dan Gingiss) Why do customers love certain brands but not others? Then read this article.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience? Why is customer service training so important?

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Improve Your Team’s Customer Service by Evelina Brown (TechDay) A company’s customer service team is at the forefront and represents the company. Today, most customers want speed.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. You can’t because you’re constantly training new staff. So you never get up to that level of efficiency.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Loyalty Customer Centricity Customer Service Training 112

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

DECEMBER 6, 2023

I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 86

Customer Service Automotive Tips Feedback 86

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. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service e-support Guidelines Social Media 99