Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

CSM Magazine

NOVEMBER 4, 2019

Hendrix Training runs an innovative, fun but also technical customer service workshop for a range of clients, including in retail, hospitality and the public sector, to boost employee confidence and lift the spirits of staff and customers.

Customer Service Training 80

Customer Service Training Training Customer Service Hospitality 80

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

Customer Service 78

Customer Service Government Employee Experience Video 78

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Standing still at any point means competition, innovation, and more will eventually surpass you. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. by Mary Drumond.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Several big benefits flow from this wealth of data.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? For certain customers, self-checkout still makes sense. Keep innovating and properly staff for the customer willing to use self-checkout and needs help.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? Here are three ways to reach Micah: email, chat, web).

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

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. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

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 How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 144

Customer Service Self Service eBook Loyalty Programs 144

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. My Comment: Some customer service and CX principles are universal, regardless of the industry. I agree with the title.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Here are my top five picks from last week.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. Here are my top five picks from last week.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

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. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. Trust is the difference between a satisfied customer and a loyal customer.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

Vonage

MARCH 14, 2017

Many organizations use this phrase to describe and promote their service. But how many have really earned the right to claim customer service excellence? If you give good service, that’s not legendary. But if you provide service unsurpassed in your field, that can be legendary service. Chatting with the L.L.

Customer Service 136

Customer Service Sports Social Media Culture 136

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. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Customer Journeys 106

Customer Journeys Customer Service B2C Ecommerce 106

Vonage

AUGUST 22, 2016

Would you see customer service improvement in your workplace? Would others be inspired by recognition of their “personal best” in service, sales, teamwork, speed or innovation? Customer service improvement would become the norm! Key learning point to ins pire customer service improvement.

Customer Service 120

Customer Service Culture Customer Service Training Course 120

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Improve Your Team’s Customer Service by Evelina Brown (TechDay) A company’s customer service team is at the forefront and represents the company. Here are my top five picks from last week.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 115

Social Media Customer Service Trends Tips 115

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation.

Customer Service 94

Customer Service Self Service B2B Retail 94

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING. Here are my top five picks from last week.

Social Media 91

Social Media Customer Service Guidelines Loyalty 91

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Here are my top five picks from last week.

Ecommerce 138

Ecommerce Customer Service Customer Centricity Retail 138

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Customer Service 112

Customer Service Poor Customer Service Tips Hotels 112

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. Five Negotiation Strategies When Traditional Customer Service Fails by Chris Westfall. Here are three strategies to spark CX innovation.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. Forbes) Innovation has become a popular buzzword of the Digital Age. This is what will help customers choose you over your competition.

Ecommerce 82

Ecommerce Customer Service Call Center e-support 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 67

Customer Service Self Service Banking Culture 67

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week. by Annette Franz.

Customer Service 69

Customer Service Customer Centricity Retail Customers 69

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach. Here are my top five picks from last week.

Competitive Advantage 78

Competitive Advantage Customer Service Tips Culture 78