Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JULY 4, 2023

However, it did make studying easier. Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople. I didn’t have to spend time memorizing formulas.

Conference 128

Conference Customer Service Training Customer Service Study 128

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Policies 96

Policies Meeting Customer Service Training Customers 96

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? My Comment: Want to get better at customer service?

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 86

Study Survey Customer Service Training Customer Service 86

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 77

Study Survey Customer Service Training Customer Service 77

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

NOVEMBER 7, 2018

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I included Domino’s as a case study in the book, but guess what? Beyond being a better pizza, they wanted to make it easier on their customers, and that’s what every company must do.

Case Study 90

Case Study Study Customer Service Training Technology 90

ShepHyken

FEBRUARY 14, 2018

All they want in return is an amazing customer service experience. We already give great customer service. If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. And what defines “exceptional” customer service?

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

JULY 6, 2016

In a competitive business world, price, selection, customer service and innovation are major reasons customers might choose one company over another. Many will argue that convenience is part of customer service or the customer experience. They are a case study for convenience.

Trends 89

Trends Customer Experience Case Study Innovation 89

ShepHyken

MAY 3, 2017

About a third of the way into the calls I realized we should have done a formal study. 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.

Interaction 93

Interaction Conference System Customer Service Training 93

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Service Untitled

NOVEMBER 28, 2012

Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. She heads up the company’s executive training program, The Ritz-Carlton Leadership Center. Q: Retention is a big issue for a lot of customer service teams.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. Here’s a statistic you won’t believe.

Social Media 89

Social Media Customer Service Infographics Retail 89

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Don’t be a case study of how to do it badly. Why do you want to be on social media to serve your customers? Do they have communications training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. Well worth it.

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. Is your company that good?).

Customer Service 78

Customer Service Trends Customer Care Case Study 78

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0