ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. I never received a reply.

Customer Service 122

Customer Service Hotels Tips Conference 122

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 107

Customer Experience Customer Service Net Promoter Score Self Service 107

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

Kustomer

JUNE 15, 2020

Customer service agents provide immense value to any business. But which questions should chatbots handle, and which should be escalated to customer service agents? Queries regarding size availability, time and rescheduling for travel booking, as well as specific order numbers can be easily answered by chatbots.

Customer Service 52

Customer Service Chatbots Travel Consumers 52

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. I never received a reply.

Customer Service 62

Customer Service Hotels Tips Conference 62

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Trends 98

Trends Customer Service Video B2B 98

Vonage

DECEMBER 7, 2015

The holiday season is upon us, and air travel is likely in many of our futures. For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. Visibility and accessibility are key to establishing omni-channel service.

Omni-Channel 120

Omni-Channel Trends Self Service Travel 120

ShepHyken

SEPTEMBER 23, 2020

Much of my life is spent traveling. What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. When I am home, I play hockey three or four times a week. Is that it?

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

CSM Magazine

DECEMBER 18, 2018

For instance, you may need to change a product’s name, slogan, and packaging to fit with local customs and regulations. The role of localization in customer service. It is also a fundamental pillar of customer service. This will damage your company’s reputation, which in turn will hurt your sales figures.

Customer Service 40

Customer Service Social Media Culture Customers 40

Joe Rawlinson

JANUARY 18, 2022

You also need to look closely at things like luxury items like cars, furniture, travel and memberships that are not bringing in a direct profit to your business. Increase your sales volume. While it sounds simple, increasing your sales volume is one of the easiest ways to boost profits. Then build on the successful ideas.

Tips 60

Tips Social Media Policies Sales 60

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Customer Service 0

Customer Service Policies Communication Training 0

Bold360

JANUARY 5, 2017

While sales may have reached peak performance, cx often takes a hit, most drastically for e-commerce and travel businesses. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. Sense a pattern?

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

Think Customers

JUNE 1, 2021

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences for employees and customers alike. Well thought out business process automation benefits the entire organization.

Contact Center 52

Contact Center Automotive Hospitality Healthcare 52

ShepHyken

NOVEMBER 2, 2018

Chatbots have risen to prominence in almost every sector that needs to maintain a customer service front or any industry that maintains a database that would boost the customer experience if users had easy access to it. Bots retain information and in the world of sales, information is definitely powerful.

Chatbots 87

Chatbots Customer Journeys Customer Experience How To 87

ShepHyken

JUNE 1, 2018

Boosts Your Sales and Conversions. One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. But what’ll help you maintain your customer satisfaction ratings is the use of a live chat software. Boost overall sales. Let’s take a look at them.

Software 101

Software Comparison Customer Satisfaction System 101

NICE inContact

MAY 10, 2019

At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies. Swedish Rail is a government-owned railway company headquartered in Borlänge that has 90% market share in the local passenger train market.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Employees who take a moment to observe something about each customer listen better to them.

Training 83

Training Leadership Consulting Exceptional Customer Service 83

ShepHyken

NOVEMBER 10, 2017

Promising travel search marketplace, ixigo, uses the power of live chat to solve traveler queries around the clock. Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

LiveChat

JULY 29, 2019

Travel Website where you can buy a trip. “Hi, Starting the customer service strategy with them will make everything easier along the way. The work of customer service agents, the level of customer satisfaction, measuring metrics in the Reports, setting up goals, and improving your product.

Management 52

Management Ecommerce Social Media Video 52

ShepHyken

JULY 22, 2016

Although there have been substantial technological advances and correspondingly transformed expectations, the heart of Customer Service Management is a lot like it used to be, even for companies that sell software or platform as a service, like Salesforce, Airbnb, PayPal, Infusionsoft, and WalkMe.

Customer Journeys 48

Customer Journeys Software Self Service Feedback 48

Grade.us

DECEMBER 26, 2019

” Their answers will tell you how to craft a review strategy that helps you stand out in an ecosystem that’s getting increasingly noisy (just like nearly every other marketing channel out there). “I find myself in this scenario most often when traveling. I got a call that was not a sales call. Ken truly cares.

How To 26

How To Travel Hotels Tourism 26

SurveySparrow

JUNE 21, 2019

What is Omnichannel customer experience: Omnichannel customer experience integrates text, social media, email, IMs, etc, to provide a messaging that is not only aligned but also where customers can expect the same kind of service and experience across all channels. Can you create a solution? Yes, of course. .

Omni-Channel 56

Omni-Channel Customer Experience Tips Social Media 56

SmartKarrot

MAY 11, 2023

Businesses can utilize conversation intelligence platforms to enhance their sales and customer service strategies. These platforms enable companies to record, transcribe, and analyze customer interactions, providing valuable data for evaluation and improvement.

Chatbots 10

Chatbots e-support Travel Sales 10

Tricia Morris

JANUARY 29, 2016

To embrace customer engagement principles, organizations must continue to offer strong process and policy needed to respond to customers, but must augment this approach by adding proactive and personalized options that a customer may not even know about to enrich their connection with the organization.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40