TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service e-support Self Service Customers 341

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. talk to an expert today. Face-to-Face Video Communication.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. Or a customer could call a phone number to ask a question, resolve a complaint, etc.

Customer Experience 69

Customer Experience Customer Service Gamification Social Media 69

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Here are my top five picks from last week.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 165

Customer Service Customer Service Training Training Customer Service Representative 165

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Customer Service 143

Customer Service Chief Customer Officer Contact Center Customer Service Training 143

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

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

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 60

Customer Service B2B Loyalty B2C 60

Who's Your Gladys?

DECEMBER 10, 2014

customer experience technology Customer Service Marilyn Suttle customer service article customer service training holiday shopping' While shopping for holiday gifts, you might find yourself waiting on hold to place an order or stuck in long lines at the post office or mall.

Customer Service 166

Customer Service Tips Customer Service Training Training 166

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. Here are my top five picks from last week. The future is happening today!)

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. For this short post, let’s look at two emerging customer experience trends.

Customer Service 127

Customer Service Customer Service Training Customer Retention Training 127

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. You might also be interested in these posts: How to pick the right contact centre technology for your business. Learning from Santa’s customer service success.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104

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. Get to know your customers by name and take an interest in their business.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

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. And the process and technology will continue to improve. My take on this is not to give up.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Vonage

AUGUST 24, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. Key Learning Point For Customer Service Excellence.

Customer Service 120

Customer Service Customers Culture Customer Service Training 120

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Some jumped in head first, while others are “dipping their toe in the water” before investing in the technology. Do You Want a Better Customer Experience in 2024? Here are my top five picks from last week.

Customer Service 62

Customer Service Employee Experience B2C Hospitality 62

Vonage

OCTOBER 2, 2017

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.” What do you think?” That’s a “C.”

Customer Service 120

Customer Service Culture Customer Service Training Customers 120

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. The bot delivered an answer.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

Vonage

NOVEMBER 10, 2016

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

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

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. This will minimize distractions during calls with customers.

Training 105

Training Customer Service Contact Center How To 105

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week. I have two things for you.

Customer Service 62

Customer Service Airlines Consumers Video 62

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. I’ve written numerous articles and now have a speech on how these technologies are impacting CX. This article lists many great ways to take advantage of the technology. Here are my top five picks from last week.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67