ShepHyken

OCTOBER 26, 2018

What company or organization comes to mind? My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. What about the service experience was extraordinary?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. I share my story because it serves as a reminder that brands should not compete on price alone.

B2C 268

B2C B2B Customer centricity Employee engagement 268

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Both are fair questions.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 367

Chatbots Customer Service Best practices voip 367

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Is it no wonder that many resort to the phone to request a resolution?

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Enterprise 299

Enterprise Coaching Personalization Customer Experience 299

Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

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. Please stay on the line and a representative will be with you shortly.”

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. Let me explain.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. Your customer’s dilemma is your opportunity to be a CX superhero.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

Beyond Philosophy

FEBRUARY 22, 2024

It’s abstract, making it difficult to learn or discuss. Before we get into them, I find it interesting how little training organizations do on the topic. Before we get into them, I find it interesting how little training organizations do on the topic. Do any of you remember the Milgram experiment?

Morale 195

Morale Personalization Education Sales 195

Beyond Philosophy

DECEMBER 7, 2023

” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

JULY 27, 2018

This week we feature an article by David Martin who shares an Amazing customer service experience he had with Allbirds shoe company. – Shep Hyken. Congeniality, proactive problem-solving, and a genuine follow up made me an Allbirds fan. Here’s how Adrianna turned my purchasing gaffe into a textbook customer service experience.

Customer Service 227

Customer Service Personalization Marketing Management 227

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Not just accepted, in some cases it is preferred. – Shep Hyken. But these two groups have more in common than you think: Both have highly fragmented time. How Can You Stop A Customer From Bailing?

Self service 209

Self service B2B SaaS Enterprise 209

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. I love this story and I think you will too! ” It’s a concept called “15 MINUTES OR LESS/15 DOLLARS OR LESS.”

Entertainment 281

Entertainment Morale Sales Personalization 281

Beyond Philosophy

JULY 20, 2023

It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To In large text, it read “Chillax.” Vitamin companies are not the only ones that struggle to differentiate themselves. ” It means to calm down.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 214

Technology Marketing Metrics Surveys 214

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do. It’s hard work.

CRM 195

CRM Sales Customer Experience Management 195

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. Having one can give your employees clear direction.

Consulting 234

Consulting Consulting Customer Service 234

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. Customer service designs that are remarkable get talked about.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

JUNE 9, 2017

This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. Today, I’d like to talk about which customers you should obsess over. Shep Hyken.

Personalization 243

Personalization Surveys Sales Marketing 243

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. I have had negative experiences when dealing with frontline staff, and I am sure you have too. You Can Train People to Listen.

Consulting 208

Consulting Consulting Customer Service Sales 208

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Recruitment.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. ” Pine thinks people should value the time they spend with you. Every company has to align what they charge with what their customers value.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

SEPTEMBER 1, 2022

But you knew that already, didn’t you? Unfortunately, it’s not that simple. We should not trust our intuition; it’s not always right, only sometimes. However, it doesn’t exist there; instead, it exists in our minds. Moreover, it is based on our experiences in the past.

Analytics 370

Analytics Consulting Consulting Personalization 370

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

ShepHyken

JUNE 28, 2021

Each week I read many 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. America’s Best Customer Service Companies by Newsweek. It’s interesting how the scores determine the ranking.

Customer Service 352

Customer Service Government Customer Experience Marketing 352

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. However, I have never heard it come from a source like Gallup.

Customer retention 195

Customer retention Sales Consulting Consulting 195

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. Always do your best.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418