ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

Customer Focused 101

Customer Focused Self Service Touchpoint Banking 101

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Slash inbound inquiries with self-service. Identify three to five issues that drive most of your inbound customer contacts.

Call Center 196

Call Center Self Service Strategy Contact Center 196

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 79

Self Service Customer Service Airlines Touchpoint 79

Verint

DECEMBER 18, 2017

Like just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades. What will happen to the classic IVR?

Self Service 24

Self Service Innovation Customer Engagement Engagement 24

Verint

APRIL 26, 2018

They are less capable of helping users define their issue, determine options, or interact to hone in on the best answer to a question. However there IS an environment that is focused and optimized for this very activity—support communities. Many customers don’t want to go through support queueing, hold times, escalations, etc.,

Self Service 37

Self Service Contact Center Innovation Interaction 37

Kayako

JANUARY 24, 2018

Navigate the trends: Customer-centric through a customer experience strategy. Self-service will become a form marketing. Business will be more customer-centric with a whole customer experience strategy. Imagine this frustration over a customer service interaction.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

SurveySensum

NOVEMBER 3, 2023

Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. Trend 1: AI-Powered Customer Service with Human-AI Collaboration You can now get quick customer service that not only resolves your query but also personalizes your experience.

Trends 52

Trends Self Service Customer Service Chatbots 52

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. Brad Davis, Digital Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

ShepHyken

JULY 1, 2020

Some companies are automating their customer service process, which includes self-service channels. If it’s good for the customer, then it’s worth considering. Many customers want and need to have an interaction with employees. But it goes beyond just ordering merchandise. Follow on Twitter: @Hyken.

Customer relationships 162

Customer relationships Self Service Customer Service Training Customers 162

SurveyGizmo

NOVEMBER 11, 2021

Top-of-funnel activities like identifying and evaluating new suppliers offer more self-service options — up in a new McKinsey study from 22% of respondents in August 2020 to 34% in February 2021. We don’t hate human interaction; we just want to complete our work. The message: Let us do it ourselves — at home and at work.

B2C 98

B2C B2B Self Service e-support 98

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Amazon Go is a convenience store chain that has automated or self-service checkout.

Loyalty 142

Loyalty Self Service Customer Service Training Tips 142

Upstream Works

JANUARY 12, 2022

Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. If your agents don’t have a 360° picture of every customer exchange, you’re in trouble. Management Effectiveness.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Customer Bliss

DECEMBER 28, 2017

Having a customer experience room/lab is an integral part of understanding the customer experience. It’s one of the most direct ways for a company to see first-hand what their customers go through to interact with them. How Does a Customer-Focused CEO Make Decisions? Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

JUNE 19, 2019

Employees should be armed with information about the customer’s past calls, purchases, and any other interaction they have had with the company. Making a customer repeat their story is a waste of time. Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer.

Self Service 132

Self Service Customer Service Conference Customer Service Training 132

CSM Magazine

JANUARY 31, 2024

With increasing digital advancements, people tend to look for personalized services and automated self-service options, which help save time and give prompt responses. This saves time and helps the customer focus on fixing their problem rather than making long calls and filling out forms.

Insurance 59

Insurance Industry Self Service Customer Service 59

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Five Ways to Humanize Customer Service by Jeff Toister.

Self Service 82

Self Service Customer Service Customer Service Training Customer Care 82

ShepHyken

JANUARY 6, 2021

While people have embraced self-service solutions and digital selling experiences, COVID-19 saw customers who normally would be happy with the digital experience reaching out to companies just to talk to someone who cares. More than ever, empathy is at the root of a successful human-to-human interaction.

Self Service 171

Self Service Chatbots Customer Relationship Management Customer Service Training 171

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ShepHyken

MARCH 30, 2022

Customers want the basics before anything else. . While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. 89% of customers want employees who are kind and helpful. . Follow on Twitter: @Hyken.

Customer Service Strategies 68

Customer Service Strategies Customer Service Strategy Self Service 68

CloudCherry

MARCH 3, 2019

Following are a few examples of real companies that used these competencies to improve their overall CX model: The HR technology firm Alight focused on their self-service portal, where 90% of HR interactions occur. Most companies still have major flaws in every CX management competency.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

CSM Magazine

NOVEMBER 9, 2022

It is crucial to recognize your customer’s motivation behind their decision-making process when developing a successful consumer journey. Does your company’s value proposition match your customers? Customer Experience (CX). Customers want to feel valued by your company. 49% said agents spend more time with each customer.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ShepHyken

DECEMBER 6, 2021

Yet service without care is like a doctor without a soothing bedside manner. Yes, the patient receives the necessary treatment, but the success of the treatment is devalued by the frustration of the interaction. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

Answer Dash

JULY 13, 2018

Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights. In this report, we: Explore how consumers think about AI and their expectations from organizations while interacting via AI.

Infographics 81

Infographics Self Service Consumers Report 81

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Follow on Twitter: @Hyken.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. Follow on Twitter: @Hyken.

Customer Service 128

Customer Service Self Service Retail Entertainment 128

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Solvvy

JANUARY 21, 2020

Provide multiple options for customer interactions on your website or in your app. Enhance your mobile app’s functionality for customer support. As you grow your customer support organization, pay close attention to your customer base and their feedback to understand what they want from you. .

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 26, 2022

Whether it’s eCommerce or a self-service customer support option, all interactions are essential to the customer being comfortable and confident about doing business with you. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

MAY 1, 2019

That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. For information, contact 314-692-2200 or www.hyken.com.

Brands 124

Brands Customer Service Self Service Advertising 124

ShepHyken

APRIL 2, 2018

If you have direct interactions with your customers, you might enjoy some of the ideas and techniques shared in this article. Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Self Service 54

Self Service Customer Service Hospitality Survey 54

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Reality: Customer Service generally feels like sales. .

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

ShepHyken

MARCH 1, 2021

(Retail Customer Experience) James Brooke, Amplience founder and CEO, offers five fundamental principles retailers should understand in order to differentiate in e-commerce and benefit from the massive surge in traffic caused by the pandemic. How IoT Devices Can Enhance the Connected Customer Experience by Linda Rosencrance.

Customer Journeys 81

Customer Journeys Customer Service e-support Self Service 81

Solvvy

NOVEMBER 30, 2022

Unlike many chatbots on the market, Zoom Virtual Agent uses AI to correctly interpret what your customers are asking, regardless of how they word their requests. The platform understands customers’ intent— and it becomes more accurate over time, as it learns from every interaction.

Virtual Agent 62

Virtual Agent Meeting Contact Center Chatbots 62