CCNG

APRIL 3, 2024

employees trust the leadership of their organization. But there is a simple fix to repair this broken dynamic: Radical transparency about the organization's real priorities and trade-offs. While potentially unsettling initially, it cultivates trust through forthrightness. Quit gaslighting about automation too. "AI

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Philosophy

APRIL 12, 2024

Graham Hill on LinkedIn – he’s all about putting the “customer” back in personalization. Why Trust and Context Matter: Understand the significance of trust and context in personalization and why it’s not just about data but the emotional connection.

Personalization 221

Personalization Marketing Sales Technology 221

Beyond Philosophy

JUNE 15, 2023

To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! It’s how we connect to other humans by telling them about our day or past experiences.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

AUGUST 24, 2022

You trust them. . While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. With that in mind, here’s a short list that includes three must dos if you want to build trust with your customers – and they are within the grasp of any and every person or company: .

Customer Service 322

Customer Service Customer Experience Personalization 322

ShepHyken

NOVEMBER 7, 2023

Trust and Safety: Is your reputation helping or hurting you? A good customer experience creates trust. Customers know your products work, trust you, align with your beliefs and what you stand for, and feel appreciated. Move them to feel good about your company, not just what you sell. Connect with Shep on LinkedIn.

Customer Service 235

Customer Service Customer Experience 235

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Therefore, these organizations try to serve up their version of personalization by using technology to aggregate data about you and present the results of this analysis as a personalized offering.

Personalization 195

Personalization Advertising Technology Marketing 195

Beyond Philosophy

AUGUST 29, 2020

5 New Rules Guaranteed to Build Trust. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t? People like to do business with people, brands, or organizations they trust. The five rules guaranteed to build trust are not complicated. Be authentic.

Banking 397

Banking Consulting Consulting Accountability 397

Beyond Philosophy

MAY 28, 2022

How do you know if someone trusts you? What do they say about you when you aren’t around? Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.

Consulting 221

Consulting Consulting Accountability Surveys 221

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. He’s right!”

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it the language they use when talking about you or what they do when you aren’t around? But, also, these things are true about people’s trust in your life or customers on your sales reports. The Four Things You Can Do to Discover if Customers Trust You.

Surveys 221

Surveys Consulting Consulting Accountability 221

ShepHyken

DECEMBER 29, 2021

That’s when a staff member asked the customers to please be patient, and they excused themselves for about two minutes, stepping away to discuss the problem. . Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. The post How Much Do You Trust Your Customers?

B2B 342

B2B Customer Service Sales Customer Experience 342

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years.

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

JANUARY 14, 2024

I have added my comments about each article and would like to hear what you think too. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: This week, we start with an article on trust.

Customer Service 142

Customer Service Best practices Metrics Banking 142

ShepHyken

JANUARY 14, 2024

I have added my comments about each article and would like to hear what you think too. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. My Comment: This week, we start with an article on trust.

Customer Service 137

Customer Service Best practices Metrics Banking 137

Beyond Philosophy

FEBRUARY 16, 2024

Here are some key moments in the discussion: 05:41 We start with the first rule about setting your own personal boundaries, and whether or not it’s okay to kill your boss. 20:51 The third rule talks about regulating the environment, whether that’s changing the culture or walking away from it.

Construction 221

Construction Personalization 221

ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Building trust and authenticity is crucial in business. Plus, Shep and Patrick talk about companies that have mastered personalization at scale.

Personalization 173

Personalization Customer Experience Journey mapping Marketing 173

ShepHyken

JANUARY 1, 2024

I have added my comments about each article and would like to hear what you think too. Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

OCTOBER 17, 2023

The following year, Shakespeare used a similar quote in Much Ado About Nothing. But be careful about asking too many “closed-ended questions.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Knowing more is not always best.

Coaching 352

Coaching Customer Service Customer Experience 352

ShepHyken

NOVEMBER 1, 2022

Creating the Digital Experience That Builds Trust with Your Customers. Providing informative and easy-to-digest content will get your customers to know, like, and trust you. This relationship with your customers builds their trust and their confidence.” How can you build trust with customers? This episode of?

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Top Takeaways: A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process. Trust is the outcome of doing the next right thing. How do you build customer trust and loyalty?

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

CCNG

OCTOBER 11, 2023

Trust and empowerment When you build a foundation of trust in your teams, employees feel psychologically safe – they can be their genuine selves and challenge with no fear of retribution. And when employees are trusted, they are empowered to make decisions. Do you feel that someone at work cares about you?

CCNG 195

CCNG Customer Experience B2C Finance 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. About a week before the trip, I figured out that I had booked my husband and myself on two separate flights leaving at the same time. Research has shown that emotions like happiness, trust, and a sense of belonging are instrumental in building loyalty.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

APRIL 6, 2021

How to Get Customers to Gain Trust and Confidence in Your Brand. Consistently amazing your customers is key in earning their trust and confidence in your business. . Think about what the real question is, behind the question your customers actually give you. How to build trust with your customers? .

Advertising 362

Advertising Consulting Consulting Customer Experience 362

ShepHyken

SEPTEMBER 21, 2022

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so. A company that is trusted by customers is first trusted by employees. .

Construction 179

Construction Feedback Customer Service Management 179

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. It’s the consistent and predictable experience that makes customers trust you and come back. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 167

Customer Experience Surveys Customer retention Customer Service 167

ShepHyken

JULY 29, 2020

This is not about a boring experience. It is about being so focused on a consistent and predictable experience that we hear the same feedback over and over again. Think about why you like to do business with your favorite companies. It’s about the proper training to create the consistent experience.

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

ShepHyken

JANUARY 21, 2024

I have added my comments about each article and would like to hear what you think too. 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. It’s about using machine intelligence to strengthen human relationships.

Customer Service 146

Customer Service Advertising Chatbots Self service 146

ShepHyken

FEBRUARY 6, 2024

We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Everyone was on the plane, and the flight was about to leave the gate when one of the passengers spotted a scorpion that quickly disappeared. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion.

Airlines 222

Airlines Customer Service Customer Experience Management 222

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. Click here. Thanks for reading, we appreciate you!

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. Building a relationship that fosters confidence, trust and connection is a less obvious sales technique.

Education 319

Education Personalization Customer retention Sales 319

ShepHyken

AUGUST 29, 2023

I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time. It was the same price, yet it sounded so much better. What I love about these examples is that the focus was on selling me the best. Trust was created. He sold me a better hinge that was less expensive.

Sales 307

Sales Customer Service Customer Support Customer Experience 307

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

FEBRUARY 16, 2022

When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. And in a very short time, you trust them and take their recommendation. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know.

Education 325

Education Sales Customer Service Customer Experience 325

ShepHyken

APRIL 7, 2021

Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. Confusion erodes trust. A lack of trust will cost you sales.

Upselling 342

Upselling Customer Service Sales Customer Experience 342

Steve DiGioia

MAY 15, 2023

And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. By responding promptly and professionally to customer complaints and feedback, you can show your customers that you care about their experiences and are actively working to improve them. I call the shots around here!”

Feedback 182

Feedback Management Customer Service Customer Experience 182

ShepHyken

FEBRUARY 18, 2020

Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. Consumers want to do business with organizations they trust. Trust is about setting expectations and delivering on those expectations.

Big data 290

Big data SaaS Employee engagement Customer Experience 290