Kustomer

JUNE 1, 2023

Get Adoption From C-Suite Before creating a data driven personalized CS strategy, get approval and adoption from your C-suite. This is all personal customer data that can be used to anticipate customer needs and provide proactive, tailored customer service.

Data 78

Data Customer Service CRM Customer Service Strategies 78

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Add the heightened effect of live video or augmented reality and brands have a winning strategy for Millennial engagement. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Win the Customer

DECEMBER 13, 2023

This tailoring of interactions enhances customer satisfaction, fostering long-term relationships and increasing brand loyalty. Failure to integrate AI into their customer service strategies might result in reduced efficiency, outdated practices, and an inability to meet evolving consumer expectations.

Customer Experience 69

Customer Experience Innovation Government Chatbots 69

ShepHyken

AUGUST 1, 2023

Instead, she arranged for a pair of boxing gloves to be placed in his hotel room when he arrived with a note saying, “Knock them out!” The client wrote Katie a thank-you note: I had a busy day, as you would expect, but this is the most thoughtful and creative present I have ever received. And after a long day, I can’t stop laughing.

Hotels 117

Hotels Travel Exercises Customer Service Training 117

CSM Magazine

NOVEMBER 29, 2021

You can download free slideshow software to create a demonstrative presentation of the customer interaction strategy. . Even if your customer support is working effectively, it is impossible to cover every problem of the clients. You can even use a free customer journey map and input the collected data without any fuss.

Customer Journeys 59

Customer Journeys Customer Service Social Media Customer Service Strategies 59

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. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. This is the way. They want proof in the form of ROI. These metrics will definitely capture their attention.

Customer Service 72

Customer Service Metrics Social Media Retail 72

CSM Magazine

JULY 28, 2023

With improved voice recognition technology, these bots create a more humanised interaction experience, pushing the boundaries of self-service applications. By incorporating AI-powered voice bots into their customer service strategy, businesses achieve greater efficiency and customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Self Service Management Multi-Channel 52

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. Set up chatbots for a 24/7 contact center. E.g. “Ask me for help with…”.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

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. Be engaging – First impressions are always important.

Sales 120

Sales Customer Service B2C Customer Service Strategies 120

ijgolding

JANUARY 22, 2018

Encourage your employees (and yourself) to network with fellow customer experience professionals and establish a friendly communicative relationship. Present your employees with the ability to constantly learn and grow by sending them to a customer service convention or training session like Customer Contact Week.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Shep Hyken interviews Jonathan Lerner.

Video 97

Video Technology ROI Employee Experience 97

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. I could let this slide if it weren’t for what followed.

Sales 142

Sales Customer Service Training Training Customer Service 142

ShepHyken

AUGUST 8, 2023

On a scale of one to 10, how likely are customers and employees to yawn during a meeting or presentation? This is the comfortable place employees might enjoy a short nap during a stressful day. YX is for the yawn experience.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

ShepHyken

JANUARY 31, 2023

They are known for their first-class level of service. After the presentation, the client sent me an amazing testimonial about my speech; however, there was something else that I felt incredibly proud of. It doesn’t have to cost more money. A few years ago, I had the honor of working with Lexus, the luxury car company.

Customer Service 140

Customer Service Customer Experience Hotels Customer Service Training 140

Happy or Not

FEBRUARY 2, 2023

“For example, a retailer might use this data to identify specific customer segments that are particularly satisfied or dissatisfied with their products or services, and tailor their marketing and customer service strategies accordingly. How does it work?

Connections 73

Connections Feedback Apparel Sports 73

ShepHyken

DECEMBER 19, 2023

With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet: Digital First – The company made it easy to start the customer support process with a digital self-service solution. And this part is important. The process was easy and intuitive.

Omni-Channel 86

Omni-Channel Customer Centricity Company Self Service 86

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation.

Hospitality 67

Hospitality Exercises Customer Service Training Examples 67

ShepHyken

NOVEMBER 2, 2023

Build Trust To inspire trust in your customers, you are probably already focused on keeping all your channels as coherent and cohesive as possible. This helps reinforce your brand image and reputation, presenting you to your customers as a reliable, professional, and trustworthy company.

Sales 57

Sales Customer Service How To Customer Satisfaction 57

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

Data 52

Data Leadership Innovation Industry 52

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. They are just common sense, which, unfortunately, isn’t always so common. They aren’t about talent.? .

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

CSM Magazine

MAY 16, 2023

By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others. Thus, a well-executed customer service strategy can serve as a powerful conversion tool, reinforced by positive social proof.

B2B 52

B2B Financial Customer Centricity B2C 52

ShepHyken

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy.

Strategy 145

Strategy Customer Service Training Groups Customer Service 145

ShepHyken

MAY 18, 2022

What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. Why didn’t he say that in the first place? It wasn’t that the coffee was better.

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

Magellan Solutions

MARCH 7, 2021

Magellan Solutions offers nothing but a great customer experience. We have the tools to manage customer journeys across one or more channels. The rise of omni channel customer service strategy through AI. AI-assisted solutions meet your business needs and improve customer experience.

Omni-Channel 52

Omni-Channel Customer Service Government Call Center 52

Oracle

FEBRUARY 21, 2020

Amazing Tales from Inspiring Customer Service Leaders. Oracle Digital Customer Service Overview and Roadmap. Join this session for an overview of Oracle’s digital customer service strategy and roadmap. Predictive Analytics: Using IoT and Service Data to Predict Your Next Move.

Customer Service 62

Customer Service Roadmap Hospitality Conference 62

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. .

B2C 125

B2C B2B Customer Service Training Customers 125

Customer Bliss

AUGUST 3, 2018

I wish that I’d had my CFO lead the analysis instead of trying to present it to them. Instead of just focusing on my own customers, I wish that I had instituted some form of competitive benchmarking. Focus on clarity of communication and giving employees a voice and ability to exercise their own judgment in serving customers.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

CSM Magazine

JANUARY 17, 2022

In fact, a repeat customer is 10 times more valuable than their first purchase. With that in mind, it’s crucial to train your team to present a remarkable and highly personalized experience when dealing with customers. This is because their subsequent purchases from your company will far outweigh that initial purchase.

Trends 52

Trends Self Service Industry Customer Service 52

ShepHyken

SEPTEMBER 22, 2021

Create a simple and easily remembered definition of what customer service looks like in your organization. Here at Shepard Presentations, we live by three words: Always Be Amazing! We want to be amazing for our clients and teach them to be amazing for their customers, clients, guests, etc. .

Culture 108

Culture Customer Centricity Sports Customer Service Training 108

ProProfs Chat

DECEMBER 23, 2020

Helps you communicate your conclusions to stakeholders better during the presentation phase of the project. Present & Incorporate Stakeholder Feedback. Your final step in the customer segmentation process is to work on the final presentation you aim to show to your stakeholders.

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

Kustomer

MAY 13, 2020

“Brands need to be thoughtful about which social platforms their customers are using [and] … focus their engagement efforts there,” Cuttica said. “A successful customer service strategy requires that a brand be present and available across the channels their customers prefer.”

Self Service 52

Self Service Trends Customer Service Social Media 52

Confirmit

OCTOBER 9, 2017

It would be hard to imagine a group of people more dedicated to the Customer Experience cause than those who attended to hear from Forrester, ERIE Insurance and our fantastic panel of practitioners. We kicked off with lunch (no one ever enjoyed a presentation while hungry!)

Insurance 40

Insurance Contact Center Groups Communication 40

Confirmit

OCTOBER 9, 2017

It would be hard to imagine a group of people more dedicated to the Customer Experience cause than those who attended to hear from Forrester, ERIE Insurance and our fantastic panel of practitioners. We kicked off with lunch (no one ever enjoyed a presentation while hungry!)

Insurance 40

Insurance Contact Center Groups Communication 40

ShepHyken

JANUARY 8, 2021

The mission for contact centre operators will be to get the balance between AI and human input just right, optimising their cost-efficiency without compromising on levels of service. The contact centres of the future may look very different, but they will always be present in a customer-centric world.

e-support 138

e-support Omni-Channel Competitive Advantage Customer Centricity 138