Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. This game consists of dividing your support team into several groups. 7 Customer – Support Confrontation.

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Customer Service Training Training Customer Service Groups 74

Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 3 Fake Customer Communication.

Customer Service Training 68

Customer Service Training Training Customer Service Exercises 68

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

APRIL 30, 2024

In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI. It’s important to remember that simple does not always mean easy. Siegel+Gale is a consulting firm that specializes in making brands simple.

Entertainment 65

Entertainment Sports Financial ROI 65

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Entertainment 87

Entertainment Sports Customer Service Training Training 87

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called. Connect with Shep on LinkedIn.

Airlines 85

Airlines Customer Journeys Groups Customer Service Training 85

Daniel Group

APRIL 10, 2023

For example, I share a story in my latest blog, “Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong!” ” from early in my business career, highlighting how I thought I didn’t need additional training. I welcome both companies to The Daniel Group. I was wrong.

Training 52

Training Customer Service Training Groups Knowledge Base 52

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Understand Customer and Market Perceptions.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

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Culture Hotels Customer Service Training Training 154

The DiJulius Group

NOVEMBER 4, 2021

Whether you’re launching a new customer experience strategy or you need to revisit and reinvigorate some of your existing customer service training, it is vital to add a customer service certification component. These will not only dramatically increase the retention of your customer service training.

Gamification 59

Gamification Customer Experience How To Customer Service Training 59

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Each group should be monitored against business metrics.

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Strategy Customer Experience How To Effort Score 225

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

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Customer Service Training Feedback Groups Customers 153

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. I]f you care about customer experience.

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Customer Service Training Training Tips Customer Service 97

The DiJulius Group

OCTOBER 27, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member. Read Full Article. Read Full Article.

Customer Experience 59

Customer Experience Customer Service Training Groups Training 59

ShepHyken

FEBRUARY 17, 2021

Put those ideas into a group. Assign these ideas to different people and groups. 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.

Strategy 146

Strategy Customer Service Training Groups Customer Service 146

ShepHyken

FEBRUARY 12, 2024

My Comment: It has never been easier to personalize an experience for your customers. In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages.

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Self Service Customer Service Social Media Ecommerce 67

ShepHyken

JANUARY 28, 2024

Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report.

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Customer Service Customer Journeys Trends Study 67

Michel Falcon Experience

JANUARY 16, 2020

Above: Danny Meyers, the Chief Executive Officer of the Union Square Hospitality Group. Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? Customer Journey Mapping. Customer Service Training.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

OCTOBER 25, 2021

10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

ShepHyken

OCTOBER 21, 2020

The key is having a diverse group of thinkers. Get the same group together for another brainstorming session and start with the question, “What companies, not including competitors, do you like doing business with the most?” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Exercises 154

Exercises B2C B2B Customer Service Training 154

ShepHyken

SEPTEMBER 14, 2022

Leaders must work on the culture they want employees and customers to experience. Their vision and plan must provide clarity, keep employees focused and defend the culture if anyone or any group of people go out of alignment with the vision. In short, the customer experience starts and ends with the organization’s culture. .

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Eptica

JULY 29, 2020

These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it comes to customer experience?

Customer Experience 98

Customer Experience Case Study Airlines Guest Experience 98

The DiJulius Group

DECEMBER 11, 2019

Lack of Executive Sponsorship – Just because you say you’re committed to your company’s customer service; your actions don’t lie. Annual customer service training is like deodorant, it wears off and the odor comes back. Read Full Article.

Customer Service 62

Customer Service Customer Service Training Training Groups 62

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s the difference between a one-time transaction and a lifelong memory.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

JANUARY 18, 2023

In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. . The simple way to explain it is that customers are segmented into several groups, known as personas, which could be defined by age, gender, geography, interests, and more.

Advertising 65

Advertising Customer Service Training Customer Service Trends 65

ShepHyken

AUGUST 26, 2020

In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more. But then I thought of an answer and asked the group to be understanding of what I was about to say. They took all of my answers.

Customer Service Training 101

Customer Service Training Groups Training Customer Service 101

ShepHyken

MARCH 31, 2021

Conduct a Focus Group. This brings your customers in for a face-to-face discussion, giving you real feedback and the chance to learn your customers’ opinions of your most current offerings. By the way, if you can’t meet in person, you can always do a virtual focus group. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

JANUARY 25, 2021

My Comment: What happens when ten customer service and CX experts are asked about how customer behavior is likely to evolve this year and how to adapt accordingly? I’m honored to be part of this group of experts. You get ten great answers. Follow on Twitter: @Hyken.

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. I’ll explain in a moment. There are plenty of ways to get feedback.

Net Promoter Score 124

Net Promoter Score Effort Score Conference Hotels 124

ShepHyken

OCTOBER 29, 2023

A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. Follow on Twitter: @Hyken.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

Stella Connect

JANUARY 28, 2022

. #5: Create a best-in-class customer service training program designed to strengthen customer service team outcomes. Is your customer service training program delivering desired results? Here are some of the fundamentals for creating an effective customer service training program: .

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Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

FEBRUARY 26, 2020

What started out as dividing customers into groups of similar interests, buying patterns, habits, etc. Once a customer shares information and gives the company permission, the company can deliver a better experience, one that is highly customized. The Personalized Experience – Personalization is a very hot topic.

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Customer Experience How To Transportation Travel 113

Customers That Stick

OCTOBER 23, 2014

Day Three: Service Growth and Revenue. Petrozelli of The INSIGHT Group and Randy Wootton of Saleforce.com. Topics include: Profiting from service & solutions: what product companies need to know, Building the world’s largest salon brand: the Great Clips story, Salesforce.com: building to a new vision of outcomes-based service.

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Conference Leadership Customer Service Training Healthcare 128

ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. My take is that the interview is combining elements of a survey and focus group. Interesting concept! Follow on Twitter: @Hyken.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

OCTOBER 1, 2023

And what a great group to be a part of! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65