ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I have an idea about renewals.

Customer Service Training 153

Customer Service Training Strategy Software Customer Service 153

ShepHyken

OCTOBER 25, 2021

My Comment: As the title states, here is a list of 27 tools that could help you deliver a better customer service experience. You’ll find everything from software solutions to communication apps to customer support books and more. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 144

Customer Service Loyalty Programs Chatbots Loyalty 144

ShepHyken

APRIL 17, 2019

Changing software can be very painful. So, a customer might tolerate a certain amount of pain in the form of poor service or friction and live with it until it becomes so bad they feel forced to switch. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Airlines 97

Airlines Banking Software Customer Service Training 97

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. Crisis averted!

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

OCTOBER 24, 2022

Depending on the course, it’s not just for the frontline or the people designing a user/customer experience. Some training courses are designed for all employees. That’s been my philosophy as we designed our popular customer service training programs. Then read this article. Follow on Twitter: @Hyken.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

ShepHyken

MARCH 29, 2021

There is no doubt that automation is playing a key role in the customer experience, but it is far from eliminating the need for human-to-human interaction. Deep Dive: How Sweetwater Builds Software and Personalized Experiences by Jamie Grill-Goodman. I enjoyed this article on the struggle between humans and robots in retail.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

ShepHyken

JULY 4, 2022

Starting with NPS (the likelihood that a customer would recommend you) to response times (how quickly you respond to a customer’s questions, inquiries, etc.), you will find some of the most effective ways to measure your focus on customers. Here are five that have proven important in serving and supporting the customer.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

JANUARY 3, 2018

Make recommendations that are specific to each customer. Whether you invest in sophisticated software that tracks and analyzes customer data, or you simply remember them when they walk through your doors, recognize your customers want and expect you to give them a personalized experience. Follow on Twitter: @Hyken.

Customer Service 110

Customer Service Self Service Tips Social Media 110

ShepHyken

JULY 31, 2017

My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies. The software companies did more than sell software. They created “customer success.” The restaurants didn’t just serve a meal.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

AUGUST 16, 2021

How Customer Service Technology Helps You Delight and Retain Customers (+ Trends to Follow) by Alejandra Zilak. And since so much of software and IT is opaque, you might follow whatever recommendations it spits out – without ever knowing they’re off the mark. My Comment: Let’s stay in the technology lane.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

Comm100

NOVEMBER 30, 2017

So if you haven’t yet thought about giving your agents more than just straightforward systems training, here are five things to consider when giving effective chat support training to your team. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Let us know your comments.

Training 103

Training Customer Service eBook Tips 103

ShepHyken

NOVEMBER 30, 2020

My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc. This article focuses on personalization, which is one of the ways to prevent that problem from happening. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Ecommerce B2C B2B 83

ShepHyken

JANUARY 30, 2017

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. Customer Service Software Buyer Report – 2016 by Craig Borowski.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

MARCH 15, 2017

According to a video produced by Shopify , an online shopping software program, the first online transaction was on August 11, 1994 through Dan Kohn’s online startup company when a friend bought a Sting CD over the internet. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Retail 93

Retail Video Industry Banking 93

ShepHyken

SEPTEMBER 9, 2019

But Does She Have Customer Service Skills? Steve DiGiooa) Every business, whether they sell cars, software, or chicken nuggets is in the customer service business. How we relate to a potential customer takes a skill set that cannot be taught in school or a few specialized programs. by Steve DiGioia.

Customer Service 94

Customer Service Loyalty Programs Loyalty Rewards Programs 94

ShepHyken

JUNE 17, 2018

(MarTech Advisor) As customer expectations evolve and support technology advances, busineses are adapting to the shift. Customer support and service experiences are becoming the differentiating factors when people choose what software to buy and which companies to give business to. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JULY 31, 2017

My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies. The software companies did more than sell software. They created “customer success.” The restaurants didn’t just serve a meal.

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

Kayako

NOVEMBER 21, 2018

While getting this feedback via word of mouth can be helpful, there’s a big difference between being on a phone call with a customer voicing their opinions of your products, and getting a second-hand account of it from a customer service rep. Encourage everyone in your organization to interact with your customers.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

APRIL 20, 2020

Or, the software sales rep who helps you choose the best solution for your business. This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

MARCH 29, 2017

And, when I’m asked which channel a company should participate on, I respond with a simple answer: “Wherever your customers are.”. This can be done with various software programs, some that are even free. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

ShepHyken

AUGUST 3, 2016

Common sense says, “Take care of the customer.”. Remember your customers – Brenda recognized Kim’s name when she called back a second – and third time. Or was it a good CRM software program? Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. It’s a monopoly.

Tips 48

Tips Policies Customer Service Training CRM 48

Service Untitled

SEPTEMBER 21, 2010

Service Untitled The blog about customer service and the customer service experience. photo credit: liber Possibly Related Posts: NJ toll road collectors lack customer service training Under the US Freedom of Information Act, the popular internet.

Company 47

Company Customer Service Representative Customer Service Training Training 47

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

Service Untitled

OCTOBER 12, 2010

Service Untitled The blog about customer service and the customer service experience. Meet the needs and calm the angry customer. photo credit: jlcwalker Possibly Related Posts: Help customer focus with the right attitude There are a number of factors that significantly affect how.

Customer Service Representative 41

Customer Service Representative Course Customer Service Training Training 41

ShepHyken

JULY 18, 2022

For those B2B companies out there that think a corporate purchasing agent isn’t interested in self-service, think again! Adapting Software With Your Workforce is Vital: Reconcile High-tech With High-touch in Awesome Customer Service by Daniel Burrus. Follow on Twitter: @Hyken.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Puneet Mehta.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His Inside Customer Service blog has been recognized as a top customer service blog by Customer Contact Central, Credit Donkey, and Feedspot, which named the blog one of the Top 50 customer service blogs on the planet. Jeff helps clients develop customer-focused cultures. Puneet Mehta.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 8, 2019

(Forbes) Here are the habits of 100 customer-centric companies from ten industries including Retail, Finance, Healthcare, B2B, Software, Hospitality, Insurance, Telecom, Manufacturing, Agriculture. My Comment: It’s one thing to list 100 companies as examples of good customer experience. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Social Media Customer Experience Professionals Customer Care 115

ShepHyken

AUGUST 31, 2020

The altered nature of telephone customer service by Parker Software. Who’s On) Here, we explore how the nature of telephone customer service has changed. My Comment: When I read the title of this article, I thought for sure that our online customer service training would be mentioned as a resource.

Customer Service 105

Customer Service Social Media Customer Service Training Infographics 105

ViiBE Blog

AUGUST 27, 2021

Customer Relationship Management (CRM) software makes it more straightforward than ever for sales teams and customer support to interact with the customer at every step of the sales process. On the other hand, ViiBE makes it effortless for the customer. Enhancing the Digital Experience with Remote Assistance.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

FEBRUARY 13, 2023

My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime. It’s an important metric that will help you make good customer-focused decisions. Speech recognition software and chatbots have been around for a long time.

Customer Service 12

Customer Service Chatbots Retail Metrics 12

ShepHyken

JANUARY 3, 2022

(Entrepreneur) Customer service begins and ends with the way your employees treat browsers and buyers. My Comment: I’m always interested in reading articles on customer service training. When bad customer service becomes a business opportunity by Joe Williams. and Salesforce.com Inc.

Customer Service 72

Customer Service Customer Service Training Government Policies 72

ShepHyken

JULY 23, 2018

Customer experience is marketing, and this author offers several insights that every company should pay attention to. This Company Outsources Customer Service Back to the Customer by Olga Kharif. My Comment: What if you could outsource your customer support calls to your happy and knowledgeable customers?

Customer Service 69

Customer Service Banking Chatbots Loyalty 69