CX Accelerator

DECEMBER 10, 2019

If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018. By Becky Roemen.

Course 182

Course Exercises Travel Measurement 182

CX Accelerator

DECEMBER 10, 2019

If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018. By Becky Roemen.

Course 182

Course Exercises Travel Measurement 182

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Well, I booked five rooms for the weekend, as well as a table for ten in their restaurant for dinner on the Saturday evening.

Customer Journeys 195

Customer Journeys Hotels Touchpoint CRM 195

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I remind my clients that exceptional customer service examples can come from anywhere!

Healthcare 202

Healthcare Consumers Customer Service Company 202

Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. “Excuse me. I have five pages. “Excuse me. I have five pages. “Excuse me.

Insurance 82

Insurance Policies Customers Strategy 82

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

ShepHyken

MAY 15, 2019

It’s never fun to share bad news with a customer. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. This brings me to Dollar Shave Club , who had to share the news that they were raising their prices. That’s what they call their customers – members.

Customer Service Training 114

Customer Service Training Customer Service Training Customer Focused 114

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis – or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Self Service 98

Self Service Software Knowledge Base Resources 98

Experience Investigators by 360Connext

NOVEMBER 19, 2019

Do you consider yourself a life-long learner? Bill Gates famously reads more than 50 books per year and has stated that you don’t get old until you stop learning. Better yet, lifelong learning leads to a healthier life, more financial success and even better social standing. Most successful people are.

Customer Journeys 110

Customer Journeys Course Leadership Tools 110

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Billing Issues.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

ShepHyken

JANUARY 3, 2018

It got me thinking about the actions we must take to be competitive. Regardless of your industry, everything has changed about the way we do business. There are some businesses that claim they’ve done things the same way for years, decades, even a century. They claim they do business just as their fathers and grandfathers did.

Customer Service 111

Customer Service Self Service Tips Social Media 111

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. But how valuable is it really?

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Excuse me. I have five pages. Excuse me. I have five pages. May I use the Xerox machine because I have to make some copies?”. Excuse me.

Insurance 45

Insurance Policies Consulting Training 45

ijgolding

AUGUST 11, 2015

We all have to interact with them. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations?

Industry 120

Industry Customer Experience Customers Customer Retention 120

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. Hence, how I came to live in a lush garden oasis—or overgrown jungle, depending on who you ask. So, how does this relate to customer education? While I’m sure there’s some analogy to be had here about planting the seeds of knowledge and so forth, I’ll spare you this time.

Self Service 52

Self Service How To Software Knowledge Base 52

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? How are you driving the necessary change within your company?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Steve DiGioia

JANUARY 14, 2016

that's one of the worst things an employee can say to me. Something happened the other day that reminded me of a time when I was still new in this business. Yes, I didn’t have the 25+ years of experience as I do now but I still had enough under my belt to know what was going on and how to evaluate a department and its staff.

Effort Score 80

Effort Score Hotels Social Media Meeting 80

ShepHyken

AUGUST 16, 2016

Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? Empathy and Respect.

Airlines 48

Airlines How To Training Customer Service Training 48

Currency Alliance

OCTOBER 12, 2020

As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CSM Magazine

AUGUST 31, 2020

Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. Thank you for calling ABC Cable Company. Please hold.”.

Customer Centricity 52

Customer Centricity Banking Financial Automotive 52

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Billing Issues.

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Education Services Group

OCTOBER 6, 2021

It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. At the same time, customers are demanding better experiences, more tailored solutions, and a deeper understanding of their needs from the businesses they support. Let’s get digital.

Tips 52

Tips Leadership Connections Customer Success 52

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. What are the causes of this change and how do you keep this from happening?

Industry 100

Industry Culture Metrics Customer Centricity 100

CX Journey

MARCH 10, 2016

I ask because of seeing so many companies, over so many years, take a simplistic, and at times patronising, approach to "building relationships" with both their customers and their employees. The evidence is overwhelming as to the relative value of retaining a satisfied customer rather than just acquiring new ones. What do you do next?

Loyalty 80

Loyalty Customer Centricity CRM Customer Insights 80

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. And this time around, we are thrilled to have Heidi Rote today with us from Jenny Craig. Heidi Rote: I do.

e-support 49

e-support Contact Center Sales Training 49

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Step Two: Core Message. Gold star for that one!

Call Center 60

Call Center Customer Service Representative Consulting Loyalty 60

Experience Investigators by 360Connext

MAY 20, 2015

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. Unhappy customers will harm your brand. Don’t believe me?

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

ProProfs Chat

FEBRUARY 7, 2019

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something? And that’s exactly you want. But that’s okay. We are here to help!

Communication 63

Communication How To Customers Software 63

ShepHyken

JULY 27, 2016

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer. You can agree to disagree.

Exercises 48

Exercises Customer Service Training Automotive Training 48

Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. Little B$#&@, yes you will!”

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59

Service Untitled

APRIL 22, 2013

With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service? The customer service representative was exceptional and spent the time trying to figure out what replacement cushions would have the best result. And then the excuses began.

Customer Service 86

Customer Service Policies Culture Customer Service Representative 86

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. How are you doing today?

Exercises 52

Exercises Culture Connections Tools 52

Kustomer

AUGUST 20, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Aarde Cosseboom and Vikas Bhambri to discuss how to use AI in contact centers. Aarde is the Senior Director of Technology and Product for Global Member Services for an E-Commerce company called Textile.

Contact Center 52

Contact Center Omni-Channel Chatbots Self Service 52

Myra Golden

JULY 18, 2017

It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. I joined Beverly on a price-check at the Service Desk. The customer was Nancy.

Social Media 45

Social Media Customers Training Video 45

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership Groups 59

NobelBiz

MARCH 8, 2020

Sadly, as the ongoing pandemic is still nourishing a general feeling of uncertainty among everybody, especially since unemployment rates have skyrocketed with a rate of 11.1% You brush it off at the moment. And many agents that have been trained to never say no and always find solutions may opt to help Mr.

Contact Center 52

Contact Center Banking Call Center Travel 52