Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Your Service” books and founder of UP! Your Service.

Culture 174

Culture Hotels Customer Service Hospitality 174

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture.

Culture 174

Culture Customer Service Hotels Hospitality 174

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

CSM Magazine

DECEMBER 29, 2022

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy. Hire skilled and knowledgeable customer service professionals.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We started this roundup with an article about how an employee experience (EX) drives the customer experience (CX). Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

JANUARY 2, 2019

A doctor that shows some empathy and takes the time to help a patient solve a financial dilemma, that impresses a patient. When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. The post A Doctor’s Prescription for Good Customer Service appeared first on Shep Hyken.

Customer Service 131

Customer Service Insurance System Customer Focused 131

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

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

Vonage

JANUARY 24, 2017

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. He believed in the company’s commitment to customer service excellence. Clearly there was no commitment to customer service excellence.

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Some are reactive, which to me, is more customer service than success.

Customer Service 118

Customer Service Customer Success Customer Service Training Measurement 118

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Those three factors are why customers are frustrated with the customer support experience.

Customer Service 69

Customer Service Hospitality e-support eBook 69

Bill Quiseng

NOVEMBER 22, 2023

Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. Instead, educate your people interactively, frequently, and continuously at Customer CARE University with you as mentors and coaches at your business. CARE Magnificently! Part Three.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Yes, there is a right way to structure the financial part of the deal in a way that makes both sides happy.

Customer Service 83

Customer Service Airlines Feedback Social Media 83

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Customer Service 101

Customer Service Hotels Hospitality Government 101

ShepHyken

SEPTEMBER 15, 2021

How good your customer service is. Are you good enough that customers, if you asked it of them, would pay? . I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. How good your people are. You get the idea. That’s a pretty high bar. Follow on Twitter: @Hyken.

Hotels 167

Hotels Customer Service Training Retail Financial 167

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. One way to get the financial decision-maker to say yes to investing in the software is to create a press release. New Software Makes Customer Service Department More Productive While Saving Money . There are plenty of good answers.

Return on Investment 120

Return on Investment Software ROI Customer Service Training 120

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Or the lack thereof.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

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

Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Training 40

Training Customer Service Customer Service Training Call Center 40

ShepHyken

APRIL 29, 2020

I’m going to switch up my typical customer service and experience content to share a little motivation. If you’re a giver, you may be exhibiting more generosity than usual by supporting—financially or any other way—healthcare workers, struggling local restaurants, or charity in general. Businesses are going under.

Advertising 117

Advertising Healthcare Financial Customer Service Training 117

CSM Magazine

SEPTEMBER 18, 2017

It’s easier to get employees to care about customers by putting them in the place of customers. That’s why when clients bring me in to conduct customer service training for their teams, I ask participants to create a list of what they expect when they are customers. Educate towards Empathy.

Culture 53

Culture Customer Service Strategy Financial 53

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. Jayride exemplifies this proactive approach.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. Financial Institutions. Prudential Financial. Principal Financial Group. It also outsourced its debt collections to a service provider.

Call Center 81

Call Center Company Telecommunications Banking 81

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

Second to None

MARCH 29, 2019

We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Say that you want to invest in a new training program for your customer service team in an effort to increase the efficiency of service.

ROI 86

ROI Measurement Effort Score How To 86

ShepHyken

APRIL 11, 2018

Some people would embrace and be excited about a new customer-focused culture , although he confided in me that many would not. I shared that the cost of keeping employees who aren’t in alignment with a company’s vision can be financially detrimental to the company. And achieving alignment is a big project.

Customer Focused 99

Customer Focused Self Service Touchpoint Banking 99

ShepHyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician? You do if your customers are there.

Customer Service 13

Customer Service Self Service Retail Telecommunications 13

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. percent this year to 2.7

Customer Service 14

Customer Service Financial Loyalty Tips 14

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 23

Customer Service Banking Effort Score Tips 23

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. Financial Institutions. Prudential Financial. Principal Financial Group. It also outsourced its debt collections to a service provider.

Call Center 52

Call Center Company Telecommunications Banking 52