ShepHyken

MAY 3, 2021

My Comment: You can’t automate a customer relationship. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. The post 5 Top Customer Service Articles of the Week 5-3-2021 appeared first on Shep Hyken.

Customer Service 110

Customer Service Entertainment ROI Retail 110

ShepHyken

JUNE 26, 2019

Let’s say a customer calls for support. Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. The post Predictive Customer Support appeared first on Shep Hyken.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

MARCH 17, 2021

The manager said, “I thought so, too, but we were able to do a simple repair. 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.

Sales 172

Sales How To Customer Service Training Customers 172

ShepHyken

OCTOBER 28, 2020

They were getting ready to promote someone to a position that managed the love process. 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.

Culture 153

Culture Social Media Customer Service Training Customers 153

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

JULY 5, 2017

Traditional personalization came from remembering past customers, using their name, building rapport and other personal, human-to-human, interactions. A good customer relationship management program (CRM) could help in certain sales and support situations. So, let’s talk about what this really means.

Marketing 99

Marketing Customer Relationship Management Conference Customer Service Training 99

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

MAY 3, 2021

My Comment: You can’t automate a customer relationship. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. The post 5 Top Customer Service Articles of the Week 5-2-2021 appeared first on Shep Hyken.

Customer Service 62

Customer Service Entertainment ROI Retail 62

CSM Magazine

FEBRUARY 21, 2022

Your drivers should be well-groomed and dressed professionally when interacting with customers. This will help create a good first impression and ensure that customers have a positive experience with your company. Use time-management Skills. It’s important for drivers to be good time-managers. Offer driver training.

Tips 52

Tips Customer Service Company Transportation 52

ShepHyken

JUNE 20, 2018

Embrace technology – There are some awesome technologies out there that allow you to better connect with your customers and provide them a better customer experience. Chatbots, when used properly can give your customers quick answers to their most common questions. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

ShepHyken

JANUARY 13, 2020

There are some good insights and ideas here, and after reading the article, you may think the title should have been, “What Does It Take to NOT Lose a Customer.” You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. It’s not rocket science, but it doesn’t have to be.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

JANUARY 31, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. Here are just a few ideas: Survey your customers. You can’t manage what you don’t measure.

Customer Service 104

Customer Service Leadership Survey Customer Service Training 104

ShepHyken

JUNE 22, 2016

Customer Experience. The conference was everything about CRM (customer relationship management). 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.

Meeting 84

Meeting Wireless CRM Conference 84

ShepHyken

AUGUST 31, 2016

So maybe the people at Headsets.com aren’t dealing with sensitive information like a bank or insurance company, but the point is once you have given any information to a customer support rep, you shouldn’t have to repeat it again. so that the next person doesn’t have to ask the customer to repeat the story. Follow on Twitter: @Hyken.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

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 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

JANUARY 24, 2018

The meeting is orchestrated between the concierge (yes, Encore has a concierge in each of the venues they support), the sales manager, and the director of events. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Hotels 100

Hotels Conference Meeting Fashion 100

ShepHyken

APRIL 25, 2018

And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Moment of Magic #2: The manager acknowledges the mistake and apologizes, and then offers up a solution. Well done Mr. Panera Manager!). That was steps four and five.

Customer Confidence 64

Customer Confidence Customer Service Training Course Customer Service 64

ShepHyken

SEPTEMBER 26, 2016

(Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. A quick – and fun – read.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

SEPTEMBER 4, 2017

The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. I have added my comment about each article and would like to hear what you think too.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Contact Center Case Study Tips 13

ShepHyken

NOVEMBER 7, 2022

Because if you aren’t showing your customers that you love them, you can bet someone else is knocking at the door to show them just how important they are. The author plays off of Gary Chapman’s international bestselling book, “The Five Love Languages,” and applies the ideas to our customer relationships.

Customer Service 15

Customer Service Financial Loyalty Tips 15

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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 106

Self Service Customer Service CRM Infographics 106

ShepHyken

JULY 2, 2018

(Small Business Trends) A critical part of running a successful business is managing customers. My Comment: We kick off this week’s Top Five articles with a combo article and infographic on different types of “difficult” customers and how to handle them. 5 Tips for IT to Better Manage the Customer Experience by BizReport.

Customer Service 75

Customer Service Infographics B2C Tips 75

LiveChat

APRIL 5, 2016

I did not receive a proper customer service training and I had no idea how I should behave when I was called by complete strangers who were yelling at me! As I had no idea how to handle customer complaints, I was constantly afraid that each next call would be the call from a rude customer. George Bernard Shaw.

Course 28

Course How To Call Center Social Media 28