ShepHyken

AUGUST 14, 2019

Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. What fans of any sport celebrate the opposition scoring against them in that way?! But there’s one person who doesn’t understand the importance of being customer-focused. I enjoy going to a baseball game. I live in St.

Sports 128

Sports Effort Score Customer Focused Customer Service Training 128

ShepHyken

APRIL 15, 2020

But this gentleman’s company does something different… so different, in fact, that customers actually ask to be put back on hold. Many of the trivia questions are about sports, but they’re not necessarily questions that would require you to be a true sports fan to answer. For example, “Why is home plate-shaped the way it is?”

Sports 142

Sports Entertainment Customer Service Training Examples 142

ShepHyken

JANUARY 25, 2023

The Selfie Experience is easy to create when you are in an events business, such as a Broadway show or sporting event. It’s about creating an experience that is so good the customer wants a memento, in this case, a photograph. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 75

Sports Social Media Customer Service Training Video 75

ShepHyken

MARCH 28, 2023

Here’s another example, which has nothing to do with a journey but does have to do with an overload of details that can hurt a sale or erode the customer experience. Some people love a fancy, expensive sports car, while others just want reliable transportation. Follow on Twitter: @Hyken

Transportation 64

Transportation Sports Customer Service Training Customers 64

ShepHyken

AUGUST 19, 2020

In the sports world, professional athletes are paid, while amateurs are not. In my world of customer service, it’s about how you act toward and treat others. It’s about the empathy and compassion you have around your customers’ needs. It’s about how you respect those customers and, for that matter, your colleagues.

Entertainment 128

Entertainment Sports Customer Service Training Report 128

ShepHyken

JANUARY 18, 2022

Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. Some metrics may even lead to customer neglect. New York Times ?bestselling

Average Handle Time 75

Average Handle Time Customer Journeys Sports Customer Experience Management 75

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ShepHyken

AUGUST 2, 2017

Customer Service is the same. All customers are good customers. Every business has customers – or should I call them former customers – that companies choose not to do business with. They are good customers, too. The dentist answered, “Only the ones you want to keep.” Okay, maybe not all.

Sports 156

Sports Customer Service Training Customers Connections 156

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

MAY 30, 2018

Questioning the “why” behind the “what,” you get a better understanding of what’s driving decisions, and as a result, can create a better customer experience. Why does a person want a fancy red sports car? It might be congruent with the customer’s lively personality. What’s driving that desire? Is all they want transportation?

Transportation 95

Transportation Conference Sports Customer Service Training 95

Wired and Dangerous

OCTOBER 19, 2015

How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Several years ago, we were conducting a customer focus group for a large utility. But the opposite of customer sentiments can be true as well. Image credit: Ohmega1982.

Customer Insights 70

Customer Insights Sports Banking Groups 70

Wired and Dangerous

OCTOBER 23, 2018

And while social media streams can provide much-needed insights sometimes the only way to understand your customer is to do it the old-fashioned way and listen in person. We were conducting a customer focus group for a large utility. But, the opposite of customer sentiments can be true. It takes involvement to get insight.

Sports 70

Sports Social Media Groups Banking 70

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Guidelines Chief Customer Officer 48

PeopleMetrics

MARCH 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. Love your customer focus, @Barclays_Kenya. A customer jumped on it.

Social Media 115

Social Media Banking How To Effort Score 115

Blake Morgan

MARCH 13, 2023

While other companies are cutting costs, Tricia invests in things that make the experience easier for customers, especially Progressive’s leading digital solutions. As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B Company B2C Customer Centricity 95

Lumoa

FEBRUARY 6, 2018

Marketing, Customer service. Market research, Customer understanding, Service & process design, Brand positioning, and Revenue generation will be functional to this new area of the company.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

JULY 20, 2016

Yellow mustard, sweet green pickle relish, onion, tomato wedges, pickle spear, sport peppers and celery salt. It can be price, location, customer service, speed and any other feature or benefit that separates them from the other dealerships. Then you add the ingredients, in this specific order. And, forget about ketchup!

Competitive Advantage 48

Competitive Advantage Sports Customer Service Training Training 48

ShepHyken

AUGUST 2, 2017

Customer Service is the same. All customers are good customers. Every business has customers – or should I call them former customers – that companies choose not to do business with. They are good customers, too. The dentist answered, “Only the ones you want to keep.” Okay, maybe not all.

Sports 51

Sports Customer Service Training Customers Connections 51

Verint

JANUARY 23, 2018

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable, flexible and robust solution to meet the needs of its customer research group.

Feedback 28

Feedback Entertainment Sports Case Study 28

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier.

How To 98

How To System CRM Sports 98

ShepHyken

MARCH 21, 2018

Although your problems may not include a minor injury at a sporting event, it goes to show that every crisis is an opportunity. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

How To 51

How To Sports Customer Service Training System 51

Verint

JUNE 1, 2017

Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar.

Sports 30

Sports Conference Analytics Groups 30

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Marketing, Customer service.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Alignment

SEPTEMBER 27, 2017

According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or across all industries but have established that only 1% actually succeed in delivering an excellent experience. Maybe those in Customer Experience should take a leaf out of first direct’s book.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Verint

APRIL 3, 2018

"Dallas is not only centrally located for many of our Verint customers, but it's inspirational. Dallas is home to six professional sports teams, over 30,000 hotel rooms, and The Trinity River Corridor Project, which when completed is slated to be over ten times the size of New York's Central Park. You feel that when you're there.

Conference 28

Conference Sports Hotels Culture 28

Verint

MARCH 27, 2018

Big Tex is a 55-foot statue of a cowboy that sports denim jeans, a plaid shirt, and of course, an awesome 95-gallon cowboy hat and a pair of high-stepping size 96 cowboy boots. Engage18: On The Inside. The tallest cowboy in Dallas. Big Tex is designed to speak, turn his head, and wave his hands.

Engagement 22

Engagement Conference Sports Employee Engagement 22

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Prior, Fran served as the Vice President of Customer Success and Partnership for TapInfluence.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Martin Hill-Wilson

AUGUST 27, 2015

Customer hubs have built this interchange into their core workflow to help make ‘perpetual beta’ work like a well rehearsed team of mechanics during a Formula One pit stop. Imagine trying to coach a sports team remotely. Customer hubs provide a low risk evolutionary path. A more competent and resilient response is needed.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Social Media 40

SurveySparrow

MARCH 23, 2021

Amazon wants you to think of them as a brand from which you can get any product or as a brand whose customer service is out-of-the-world. The price-quality approach is pivotal, and a lot of customers also believe firmly that the more they pay, the better the quality of the products. #2

Strategy 52

Strategy Marketing Apparel Brands 52

Michel Falcon Experience

OCTOBER 21, 2015

The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs .

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Michel Falcon Experience

FEBRUARY 19, 2016

Joined LinkedIn groups related to customer experience and customer service and engaged with the group regularly by sharing other people’s content and commenting on threads. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ShepHyken

OCTOBER 31, 2018

I recently read a quote by another legend, this time in the sports world. 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.

Sports 112

Sports Customer Service Training Examples Training 112

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Help Scout

JULY 29, 2021

Starbucks’ FAQ is simple, easy, and accessible to the layperson While Starbucks’ Customer Service site may not be the most beautiful of these FAQ examples, it is arranged in a way that is easy to understand and navigate: . Instead of calling it a list of FAQ, it uses sports terminology and calls it “Quick Assists.”

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142