ShepHyken

AUGUST 12, 2020

That’s a great customer service strategy—just be nice! I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. As simple as that sounds, there is a lot to being nice.

Customer Service Strategies 133

Customer Service Strategies Customer Service Training Customer Service Strategy 133

ShepHyken

JULY 22, 2020

The official definition—actually, there are two of them, according to Merriam-Webster—is to contend in battle or physical combat, and to put forth a determined effort. When it comes to customer service, I’m in alignment with the second definition. That second definition should sum it up for everyone.

Poor Customer Service 162

Poor Customer Service Customer Service Training Software Sales 162

Comm100

SEPTEMBER 22, 2021

When customers contact your organization, are they currently reaching the right person or team? How is customer support scheduling currently handled? Adopting an omnichannel customer service strategy allows you to choose which channels customers can contact you through and consolidates support in one place.

Customer Service 154

Customer Service Social Media Leadership Omni-Channel 154

ShepHyken

OCTOBER 10, 2023

Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant.

Culture 148

Culture Customer Service Training Employee Experience Course 148

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. If you search for a dictionary definition of digital transformation, you probably won’t find one.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

Kustomer

JUNE 6, 2023

No matter which expectations you choose to prioritize in your CS strategy, it’s important to avoid getting overwhelmed by starting small and building from there. Here are seven key components to building a financial customer service strategy. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

ShepHyken

NOVEMBER 15, 2021

We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. These metrics will definitely capture their attention. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. This is the way. They want proof in the form of ROI.

Customer Service 72

Customer Service Metrics Social Media Retail 72

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. In This Post You Will Learn: What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Customer Guru

MARCH 21, 2018

Too many companies haven’t shifted their focus yet toward this effective customer service strategy. They are unfortunately missing a large opportunity to improve by promotion through a solid customer service strategy. Tip #1: Create a Customer Service Strategy and Goals Focused on Driving Customer Promotion.

Customer Service 117

Customer Service Tips Customer Service Strategies Fashion 117

Lumoa

NOVEMBER 30, 2022

Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. Of course, you should also integrate conversational AI into your customer service strategy. This allows customers to track their inquiries on a self-service platform.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

ShepHyken

SEPTEMBER 22, 2021

Principle One: Everyone has to be in it to win it – As I mentioned above, customer service is a philosophy to be embraced by everyone. Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. Principle Four: Put it in writing – This ties in with Principle One.

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

Vonage

OCTOBER 12, 2015

It is more about the way you engage your customers and how you make them feel comfortable about doing business with you now and in the future. Incorporate these five customer service strategies into your sales tactics and watch sales grow. is too vague and doesn’t invite a definitive answer.

Sales 120

Sales Customer Service B2C Customer Service Strategies 120

ShepHyken

DECEMBER 19, 2023

Rather than Cindy calling the company, she simply had to enter her phone number into the chat, and within seconds, the phone rang, and she was talking to the customer support agent. Cindy went from answering questions on the website to a chatbot, to live chat, and then to the phone.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

ShepHyken

SEPTEMBER 5, 2023

A better word for happiness could be confidence. My definition of confidence in this situation is important. How the interaction is managed ideally leads to the third result, which is the ultimate level of happiness in problem-solving. It’s more than just the confidence to continue doing business with the company after the interaction.

Customer Service 84

Customer Service Customer Service Training Customers Interaction 84

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? When you visit an Ace Hardware store, do they keep their promise?

Automotive 123

Automotive Advertising Brands Customer Service Training 123

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . At the time the book was published more than 30 years ago, Carlzon’s wisdom was timely.

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

Comm100

SEPTEMBER 25, 2021

The answer is simple – better customer relations and outreach. What is personalized customer service? Here are easy steps your business can use to make the transition easier for your customers: The definition of personalized customer service varies from company to company.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

ShepHyken

JANUARY 12, 2022

First, let’s talk about the basic definition. This was about different ways customers could communicate with you. I sent it to them and within a few minutes, I received an email that confirmed there was definitely something wrong with my unit and they would send a new one. It all started with a concept known as multi-channel.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

AUGUST 3, 2022

Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. You don’t have to be an airline to appreciate these seven ideas.

Airlines 131

Airlines Leadership Training Customer Service Training 131

CX Journey

JANUARY 11, 2018

The difference here is that a true omnichannel experience is interconnected and seamless throughout the entire customer journey, whereas multichannel simply means you have multiple customer touchpoints but fail to connect data across channels to enhance the experience.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

ShepHyken

JUNE 29, 2022

Our customer service research found that the top reason customers are most likely to come back is because employees are helpful and friendly. . If the doctor is also helpful and friendly, another way of saying the doctor has a good bedside manner, then by my friend’s definition, he or she is a great doctor. .

Customer Service Training 128

Customer Service Training Retail Training Examples 128

CSM Magazine

AUGUST 25, 2023

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the brand.

Customer Service 52

Customer Service Social Media Chatbots Course 52

Playvox

MAY 4, 2023

Before digging into our customers’ expectations, let’s get some clarity on what it means to be a digital contact center. The simple, straightforward definition of a digital contact center is “a customer service center that provides support through email, chat, text messages, social media, phone, and other communication channels.”

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

ShepHyken

MARCH 16, 2022

So, with that, I bring you Shep’s Law of Customer Service , which is: . For almost every bad customer experience created, there is an opposite reaction by the customer. Notice that I put the word almost in the definition. A company wants a customer to buy its product or service. Let me explain. .

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

DECEMBER 9, 2020

The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process. The lesson on how these are handled is definitely worth sharing. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee.

Customer Service Training 142

Customer Service Training Leadership Survey Customer Service 142

ShepHyken

DECEMBER 15, 2021

In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 125

B2C B2B Customer Service Training Customers 125

Solvvy

JULY 13, 2022

Here’s what you need to know to incorporate automation into your processes in a way that delights customers. What is Automated Customer Service? Because you might have some inaccurate ideas about what automating customer service would look like, let’s start with a definition.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Kustomer

AUGUST 4, 2022

You can identify what you’re already doing well and stick to those strategies. With a data-driven customer service strategy in place , teams across your company will be empowered to formulate the best customer journey possible. How Do You Measure Customer Service Performance and Success?

Net Promoter Score 98

Net Promoter Score Effort Score Customer Satisfaction NPS 98

ProProfs Chat

APRIL 27, 2020

For me, customer service is a process where a company needs to offer help to those who end up buying their products or services. But the same concept ends up having multiple definitions according to different individuals. In short, the very concept of customer service has evolved. Image source.

Customer Service 101

Customer Service Self Service Software Social Media 101

ShepHyken

NOVEMBER 9, 2022

I interviewed Price on Amazing Business Radio , where he shared some powerful insights and lessons from his days at Amazon and from his latest book, The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. . He responded, “The best service is no service.” Apparently, Price had the right answer.

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

ShepHyken

AUGUST 13, 2018

(Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. Then we do “leadership-type” things.

Customer Service 72

Customer Service Loyalty B2C Study 72

ProProfs Chat

MARCH 27, 2020

This totally answers ‘what is omnichannel customer support’ and ‘how it works’ questions. And, the Disney example might be making you tilt more towards building your own omnichannel customer support and service strategy. Refer to previous data captured during customer’s last visit. ? Let’s get started!

Omni-Channel 105

Omni-Channel Social Media Customers Knowledge Base 105

Talkdesk

JULY 5, 2016

For this CXW, we thought we’d go back to basics: What is customer service? We talk so often about the importance of excellent customer service and yet, sometimes the definition can be elusive. As we researched these definitions, we found that most of them agreed on the basics, but the specifics differed.

Customer Service 40

Customer Service Self Service Customer Service Strategies Customers 40

ShepHyken

JUNE 26, 2019

My prediction is that it will not only become popular, but a recognized standard that customers will come to expect. What I’m referring to is the concept of predictive customer support.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.

Hotels 128

Hotels Customer Service Training Customers Examples 128

ShepHyken

FEBRUARY 13, 2019

This could be a fun way of expressing appreciation, and at the same time, the rest of the world gets to see how much you love your customers. However, this isn’t meant to be the definitive work on appreciation—just something to get you to start thinking about it. As I created this list, I came up with many more ways to say thank you.

Fashion 125

Fashion Video Customer Service Training Customers 125