ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. It’s the experience that drives engagement.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. So, the new question isn’t about customers. It’s what drives our business.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

ShepHyken

APRIL 16, 2024

What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Don’t be just good enough. Don’t be ordinary. Elevate the ordinary.

Hotels 142

Hotels Customer Service Training Customer Service Training 142

ShepHyken

OCTOBER 10, 2023

We are both in alignment, and you should be, too. Furthermore, this way of thinking crosses over to the employee experience (EX). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. So, let’s not get caught up in the semantics of these two sentences.

Culture 146

Culture Customer Service Training Employee Experience Course 146

ShepHyken

MARCH 11, 2020

Ideally, the potential employee experiences the store through a different lens than a regular customer. Very few companies have a pre-application or pre-interview experience. That is what builds the foundation of a successful customer-focused culture. For information, contact 314-692-2200 or www.hyken.com.

Employee Experience 62

Employee Experience Culture Video Customer Service Training 62

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. In other words, if you want to grow and create a better CX, focus on the EX (employee experience) first.

Customer Journeys 106

Customer Journeys Customer Service B2C Ecommerce 106

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Sixty-four percent of U.S.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. it’s more important than ever to tell customers exactly what’s going on.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

DECEMBER 18, 2019

Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Customers love when the places they do business with give back.

Customer Service 122

Customer Service Customer Experience Tips Social Media 122

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Then along came the employee experience (EX).

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Do Your Rewards Rock?

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. Magazine) Employee turnover is always a stressful situation. Take care of employees and they stay. Here are my top five picks from last week.

Customer Service 82

Customer Service Chatbots Retail B2C 82

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 69

Customer Service Self Service Banking Culture 69

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage.

Customer Service Training 117

Customer Service Training User Experience Customer Experience Employee Experience 117

Bill Quiseng

NOVEMBER 22, 2023

Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” For starters, customer experience or CX is about the customers’ emotional value of their experiences.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

ShepHyken

JUNE 27, 2023

My comment: This is customer service 101. And when you combine friendly service with a great product, price becomes even less relevant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Sell it at a fair price. Be nice to everyone. It’s the basics.

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 98

Customer Service Social Media Chatbots Trends 98

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. by Chip Bell.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Complaining Customers Are Your Best Customers.

Customer Service 76

Customer Service Employee Experience Video Conference 76

CSM Magazine

AUGUST 23, 2022

The value of providing superior customer service can’t be overstated. The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. The ROI Value In Better Customer Service.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 109

Customer Service Survey Case Study Training 109