ShepHyken
SEPTEMBER 14, 2022
The customer now compares you to these rockstar brands, not to your competition. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .
ShepHyken
AUGUST 19, 2019
(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. If live chat and chatbots are part of your customer service strategy, read this article.
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ShepHyken
AUGUST 3, 2022
All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .
ShepHyken
SEPTEMBER 21, 2022
Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Follow on Twitter: @Hyken.
ShepHyken
NOVEMBER 25, 2020
Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.
ShepHyken
JANUARY 11, 2021
There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.
ShepHyken
SEPTEMBER 29, 2021
Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path. Follow on Twitter: @Hyken.
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