ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. It must be trained to – not just once, but continuously.

Customer Service 107

Customer Service Customer Expectations Training Customer Service Training 107

ShepHyken

DECEMBER 25, 2019

In some industries, the busy season means an influx of calls, emails and messages from customers who need help. The question is how to manage those times. I’ve compiled a list of five ways you can combat the extra busyness and still deliver an amazing experience to your customers. Look at your history.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

FEBRUARY 19, 2023

Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture. It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

SEPTEMBER 7, 2020

If you are a manager, supervisor or leader, this is an article you’ll probably read more than once. Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

NOVEMBER 8, 2021

Chip Bell, author and a customer experience expert, has taken Van Gogh’s life story and found four valuable lessons that we can all use in our CX strategy. The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

Integrity Solutions

OCTOBER 27, 2021

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. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 69

Customer Service Self Service Banking Culture 69

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

NOVEMBER 22, 2021

If you can get a customer to your store and manage the experience correctly, you’ll see repeat and loyal business, higher spending per visit and per customer, and more. 17 Customer Service Horror Stories That Prove The Customer Is — In Fact — Sometimes Wrong by Allie Hayes. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. That cup of Starbucks killing the pocketbook?

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Micah Solomon

OCTOBER 26, 2018

Improve your overall talent management. There’s much more to the HR side of great customer service than hiring. You also need to develop and nurture employees—talent, something that needs to be systematically done to develop and sustain a great customer-focused organization.

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49

ShepHyken

JUNE 22, 2020

(Forbes) To help, 16 associates of Forbes Communications Council advise customer service agents on how they can best deal with tricky events, especially when they don’t see those situations coming. My Comment: How do you handle tricky customer service situations? Customers expect an easy, frictionless experience.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

OCTOBER 12, 2020

During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. Building customer service resilience during continued uncertainty by Paul Selby. (A

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

ShepHyken

AUGUST 20, 2018

Perhaps no area has been impacted more than the customer experience (CX). And how can a company manage the digital experience across all channels and to all the stakeholders in a business, on both sides (the company and the customer)? My Comment: How much digital is too much digital? Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Taking a chance in Service Training by Cassie McInnes.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

NOVEMBER 12, 2018

What the modern gig economy is doing to customer experience by Dr. Chris Baumann. From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave.

Customer Service 90

Customer Service Effort Score Customer Service Training Marketing 90

ShepHyken

AUGUST 28, 2017

(Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. One of the most important aspects of doing business for almost any company is customer service.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

AUGUST 22, 2016

45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. My Comment: Losing customers is obviously not a good business strategy. ” There is something here for any and every type of business.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

SEPTEMBER 28, 2016

I asked Troy what he did and he said, “I manage the un-WOW.”. As Troy Thompson said, he was in charge of managing – or should I say eliminating – the un-WOW. Ask yourself an important question: Is there anything that your customers might notice that would negatively impact their experience with you or your organization?

Customer Service Training 48

Customer Service Training Customer Service Customer Experience Examples 48

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Follow on Twitter: @Hyken.

Self Service 80

Self Service Industry Banking Video 80

ShepHyken

MAY 20, 2019

20 Ways to Improve Customer Experience Management by Call Centre Helper. Call Centre Helper) Our panel of experienced managers discuss how you can improve customer experience management (CEM) after we quickly define what is meant by the term. Follow on Twitter: @Hyken.

Customer Service 22

Customer Service CEM Employee Experience Fashion 22

ShepHyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks?

Customer Service 12

Customer Service Contact Center Case Study Tips 12

ShepHyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. As the article states, it starts with culture… who you hire.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

MARCH 20, 2023

My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Losing Customers Due to Lack of Relevance? by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

JUNE 20, 2022

How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. The design of customer journeys is the new marketing battleground.

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 12

ShepHyken

NOVEMBER 7, 2022

To navigate this new environment, many firms have turned to partners to help them better serve both their business and retail customers. My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

OCTOBER 3, 2022

4 Tips For Engaging With Customers’ Online Reviews by Forbes Councils Member. Forbes) Reputation management has become a crucial element in any business’ sales strategy. Word of mouth is paramount as customer reviews are a crucial driver in consumers’ decision making. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

ShepHyken

APRIL 3, 2023

My Comment: AI is changing the way companies manage customer support. And the brand most often mentioned in my customer service keynote speeches (when I ask, “who are the favorite companies you do business with) is Amazon. Go to The Customer Focus™ to learn more about our customer service training programs.

Self Service 9

Self Service Customer Service e-support Retail 9

ViiBE Blog

AUGUST 27, 2021

As part of this customer-centricity , start by implementing tools to improve communication with the customer and measure your performance. Several tools will help you accomplish this. ViiBE’s suite of tools plays a vital role in managing this process to improve customer experience. .

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ShepHyken

AUGUST 5, 2019

Everyone talks about providing best-in-class customer experiences, about CRM strategies and solutions, and about the vital role CRM plays in catapulting companies forward as marketplace demands intensify. My Comment: CRM (Customer Relationship Management) is an important part of the customer experience.

Self Service 105

Self Service Customer Service CRM Infographics 105

ShepHyken

SEPTEMBER 19, 2022

Sartini adds that when employees are treated fairly and feel empowered, they in turn deliver better experiences for customers. My Comment: Years ago, I was the keynote speaker at a Morton’s Steakhouse general managers conference. 10 Customer Service Books You Must Read by BookPal. Thank you, BookPal, for this honor!

Loyalty Programs 64

Loyalty Programs Customer Service Infographics Chatbots 64