ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? Now, I want you to take action on the content.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

Steve DiGioia

SEPTEMBER 5, 2022

What Are the Requirements to be an Expert? What about that handyman down the street who seems to be able to fix anything he touches? We know we possess them and it gives us confidence. Wanna know a secret? I thought this way too. There was a time when I didn’t know what direction to take.

Social Media 208

Social Media Hospitality Video Tools 208

Beyond Philosophy

APRIL 25, 2024

Narratives draw us in and interest us in what happens next. Also, since you know that memories are connected, stories give the information you need to remember a lot more connections to other memories. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

TechSee

JUNE 1, 2023

Being a device support specialist Myra, what does being a Cochlear device support specialist mean for you ? I feel particularly connected to this mission on longer calls – as helping the recipient feel comfortable is essential then. I just want to add here that I would definitely recommend TechSee to any support organization!

Technology 207

Technology Video Connections Interaction 207

Experience Investigators by 360Connext

AUGUST 22, 2023

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it.

Software 143

Software Customer Experience How To Customers 143

Zeisler Consulting

APRIL 16, 2024

In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. I don’t mean to treat our Customers like idiots, but…well, kind of to do that, yeah.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Experience Investigators by 360Connext

NOVEMBER 7, 2023

But now comes the big question: What does it take for customer experience teams to build loyalty and retention? Let’s explore the ideas you should know to build loyalty, increase referrals, and deliver a win-win for your customers and your organization! What about customer call transcripts or support emails?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Steve DiGioia

JANUARY 17, 2022

In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. “John is a bright guy, I know he’ll make it happen”, you say to yourself as you move on to YOUR next task. ”, you say.

Guidelines 291

Guidelines Examples Tips Course 291

Steve DiGioia

APRIL 5, 2021

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. I must confess that I also went through a time where I wasn’t sure of what I wanted to be or who I was. But that didn’t stop me from doing what I thought was best.

Customer Service 246

Customer Service Customers Meeting Company 246

Customer Bliss

AUGUST 28, 2020

I recently interviewed three, extremely driven women who are making a big impact in their roles. Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Or can I sell it to them?

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. The Gate Agent has never performed this task before and does not know how to do it. All I can say is that small things accumulate.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Advertising 78

Advertising Conference Technology Brands 78

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Guidelines 345

Guidelines Leadership Financial Course 345

Steve DiGioia

JULY 11, 2022

You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. The customers know them and want to be served by them. Here’s what I mean. Well, I know. I know…puppies ARE cute. No, not really.

Advertising 204

Advertising Sales Examples Management 204

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. I often joke about a company that took four days to get back to me with an answer. You know where you want to go.

Customer Service 155

Customer Service Tips Guidelines Policies 155

Steve DiGioia

JUNE 20, 2022

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic. What about you?

Hotels 195

Hotels Meeting Survey Connections 195

Steve DiGioia

APRIL 17, 2023

I was pissed off too. I hope not. But he didn’t know how to do it. Do You Know How to Fix the Problem? I can tell. I should stop here because I can keep adding to this list all day… Leaders understand what is happening within their department(s). I did, time and time again. And they do.

Course 147

Course How To Sales Communication 147

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. If I don’t do it, who will?

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

BirdEye

OCTOBER 26, 2023

I will be your Birdeye guide during this session. I’m excited to be here and talk about Birdeye. I can’t wait to start. I’m going to hand it over to you and Nicole for a while. You know what we’re going to focus on today is reviews. Nicole: Yeah, thanks, Zach, so I’m excited.

Brands 116

Brands Multi-Channel Consulting Report 116

Zeisler Consulting

FEBRUARY 20, 2024

A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever. In some instances, what I wanted was available, but he didn’t have the authority to deliver it. I was sympathetic with my service lead and commiserated a bit even. Now, I’m not an egomaniac.

Feedback 93

Feedback Survey Customers Culture 93

Beyond Philosophy

JULY 13, 2023

Moreover, there’s no way to tease out what those connections mean. What we need is that context, which explains why it is 42. Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual.

How To 143

How To Competitive Advantage System Social Media 143

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Value is fundamental here.

ROI 78

ROI Return on Investment Exercises Measurement 78

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. They know exactly why they buy from you. It isn’t always.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. Some might call that boring, but we all know it’s not.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this. Even though it gave me the correct answer, I still had to know what to do with it.

Conference 127

Conference Customer Service Training Customer Service Study 127

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. However, I disagree; fewer people work in Customer Experience these days.

Customer Experience 88

Customer Experience Chatbots System Customers 88

Daniel Group

APRIL 18, 2024

Here’s what we learned: NPS and Overall Satisfaction Correlation We correlated the NPS ® (Net Promoter Score) and Overall Satisfaction (1-10 scale). If I lag the two metrics by four quarters, the correlation drops to.58. What Does Effective Communication Do for CX? I met the farmer, who was quite angry.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Beyond Philosophy

MARCH 21, 2024

Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Totango

FEBRUARY 23, 2024

I think sometimes we focus too much on our team at the expense of our peers, role as a business leader, and driving that next stage of growth,” Karen said. “I I was intentional about making time for one-on-ones or informal chats with my peers. Take time to find out what makes your peers tick. And then,” she said, “be vulnerable.

How To 97

How To Leadership Marketing Tips 97

Beyond Philosophy

FEBRUARY 1, 2024

Worse, they often don’t know what to ask to find out what they want to know. Today, we look at what is essential to do with your research, and how to do it, and in this article created in partnership with YouGov , the importance of getting results as fast as possible. The results were funny.

Consumers 78

Consumers Self Service Survey System 78

Beyond Philosophy

MARCH 14, 2024

I remembered the Abilene Paradox because of something that happened to me recently. I had plans with some friends a couple of weekends ago. However, as the weekend approached, I didn’t fancy going. I decided to bow out and text the group to let them know. So, What Should You Do To Avoid the Road to Abilene?

Leadership 78

Leadership Conference Groups eBook 78

Russel Lolacher

MARCH 6, 2023

In this episode of Relationships at Work, Russel chats with author, speaker and age inclusivity advocate Patti Temple Rocks on ageism in the workplace, what it look like and how to address it. Her book, I’m still not done. I’m not going to do it. What’s your best or worst employee experience, Patti?

How To 98

How To Groups Advertising Course 98

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Survey 93

Survey Meeting Video Feedback 93

ShepHyken

FEBRUARY 6, 2024

I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion. I call this Rip the Band-Aid Off Communication. It includes reasons, updates, what to expect, and more.

Communication 88

Communication Airlines Customer Service Training Leadership 88

ShepHyken

DECEMBER 6, 2023

Instead, the best people de-escalate a confrontation to a mutually agreeable solution. Here’s what I witnessed this week. I was on a plane and noticed that the flight attendant greeting passengers was more interested in telling passengers the rules than offering a warm, friendly greeting as people boarded the plane.

Customer Service Training 146

Customer Service Training Customers Interaction Customer Service 146

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. Unfortunately, I always disappoint them. Then, you can work with them to accomplish the hard work it will take to get what they want. I know I have.

CRM 78

CRM eBook Hotels Exercises 78