Customer Enthusiast

MARCH 12, 2018

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”. Even so, the fact that employees may not feel recognized does not give them a pass on performing their job responsibilities.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Policies Feedback 40

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Hospitality 73

Hospitality Exceptional Customer Service Employee Engagement Hotels 73

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Hospitality 67

Hospitality Exceptional Customer Service Employee Engagement Hotels 67

SurveySensum

SEPTEMBER 29, 2023

They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. times more engaged.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. On this point, employee engagement in the company message is critical.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

CSM Magazine

DECEMBER 6, 2023

Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools. The result?

Training 52

Training Customer Success Exceptional Customer Service Social Media 52

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. But what is good customer service, though?

Examples 105

Examples Customer Service Social Media Exceptional Customer Service 105

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Customer Enthusiast

SEPTEMBER 30, 2014

Marriott’s “work” – from the time he opened his first 9-seat root beer stand in 1927 until his death in 1985 – consisted of serving customers. Having spent two decades with Marriott, I had an opportunity to see this philosophy manifest firsthand in the direct service of tens of thousands of customers. customer J.W.

Exceptional Customer Service 105

Exceptional Customer Service Employee Engagement Retail Customers 105

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

Stella Connect

OCTOBER 6, 2021

During Customer Service Appreciation Week , there are plenty of reasons to celebrate your frontline agents who deliver best-in-class experiences for your customer day in and day out. . Looking for ways to celebrate Customer Service Appreciation Week that will fit your budget? Give a personal shoutout to agents….

Customer Service 52

Customer Service Social Media Effort Score Exceptional Customer Service 52

Provide Support

APRIL 3, 2018

What’s the most important thing a business needs to do to improve relationships with their customers and keep them coming back for more? The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. Happy agents are more likely to go above and beyond while servicing your customers.

Customer Service 51

Customer Service Management Exceptional Customer Service Employee Engagement 51

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Customer Enthusiast

OCTOBER 3, 2014

Next week is Customer Service Week and, similar to my flossing analogy, the customer already knows if you’re serving. Besides, shouldn’t every week be Customer Service Week? Customer service is not a campaign. Customer Service Employee Engagement Enthusiasm at Work!

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

Customer Enthusiast

SEPTEMBER 6, 2014

Many companies have slogans that look good on websites, banners, and buttons, but often these slogans have little credibility among customers or employees. They are simply a set of words brainstormed at an ad agency that usually promise more than employees are prepared to deliver, and result in less than customers expected to receive.

Company 86

Company Retail Exceptional Customer Service Exercises 86

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

ShepHyken

MAY 4, 2023

In today’s digital world, customer service productivity is more important than ever. This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively. What is customer service productivity?

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

Customer Enthusiast

NOVEMBER 12, 2014

Although I’ve yet to see it stocked on the Customer Service shelves, it easily could be. Below are some examples of how the topics explored in Covey’s book naturally align with customer service: Foundational Principles: Paradigms – the way we perceive, understand, and interpret the world. will irrevocably suffer.

Customer Service 79

Customer Service Employee Engagement Exceptional Customer Service Hotels 79

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

Customer Enthusiast

SEPTEMBER 28, 2016

Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Wouldn’t it be better to run your business as if every week was Customer Service Week? Why the discrepancy?

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

Smith+co CX

JUNE 20, 2022

In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. He advised readers to have a clear customer-focused purpose, invest in the employee experience and keep a close eye on the numbers.

Brands 36

Brands Retail Culture Leadership 36

Customer Enthusiast

DECEMBER 11, 2014

For example, Nordstrom initiated a trend in retail customer service by having its sales associates walk around the sales counter to hand a customer her purchases rather than schlepping the bag over the counter after posing the ubiquitous industry farewell: “Receipt with you or in the bag?”. It’s always a choice.)

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Customer Enthusiast

AUGUST 26, 2014

And three quarters of employees surveyed admitted they could be significantly more effective in their jobs. Check out this video Exposing Bad Customer Service by Jack Vale Films. What stops these employees from closing the discretionary effort gap between what they are prepared to do and what they actually do?

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

NobelBiz

APRIL 18, 2023

Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Contact Center 52

Contact Center Call Center Management Gamification 52

Customer Enthusiast

SEPTEMBER 30, 2015

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. Regardless of setting, customer-facing employees have the ability to provide stellar customer service; they just have to put themselves in a position to shine.

Customer Service 40

Customer Service Exceptional Customer Service Customers Retail 40

Customer Enthusiast

MAY 29, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer. Don’t settle for ordinary.

Exceptional Customer Service 45

Exceptional Customer Service Policies Retail Customer Service 45

Customer Enthusiast

JUNE 26, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer.

Exceptional Customer Service 40

Exceptional Customer Service Policies Training Customer Service 40

Customer Enthusiast

JULY 16, 2015

In your book you mention that 80% of companies claim to provide superior service, while only 8% of customers agree. Recent ICMI research revealed that a majority of contact center leaders are knowingly preventing their agents from providing the best customer experience possible (they’re not empowering them with the tools they need).

Customer Experience 40

Customer Experience Exceptional Customer Service Social Media Customers 40

SurveySparrow

OCTOBER 5, 2020

The birth of online survey tools has made it incredibly easy for businesses to get feedback from their customers. Hearing your customer’s opinion and being able to analyze the responses in a jiffy was a luxury for businesses earlier, and cumbersome too. There are no ifs and buts when it comes to protecting the data of its customers.

Comparison 59

Comparison NPS Survey Net Promoter Score 59

Customer Enthusiast

JANUARY 2, 2018

Over the course of the eight-week promotion, tens of thousands of $25 coupons were mailed out to survey respondents and the promotion proved to be very successful at increasing the exposure of The Broker and attracting many new customers. Order the Delight Your Customers Companion Guide by Steve Curtin and Brian O’Neill.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

Customer Enthusiast

AUGUST 8, 2016

If Delight Your Customers has renewed your commitment to exceptional customer service, then the Delight Your Customers Companion Guide provides an effective road map to embed the book’s key learnings into the culture of your organization. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.)

Hotels 40

Hotels Exceptional Customer Service Training Retail 40

Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

Poor Customer Service 40

Poor Customer Service Exceptional Customer Service Culture Exercises 40