ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Scripts 288

Scripts Education Best practices Personalization 288

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

Peter Lavers

DECEMBER 8, 2017

This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! No matter what type of business you run, apart from quality product or service, you will also need a reliable and efficient support service to retain your customers in the long term. 3 Fake Customer Communication.

Customer Service 171

Customer Service Education Customer Support Personalization 171

Peter Lavers

DECEMBER 11, 2017

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. 7 Customer – Support Confrontation. Here are the remaining four! #5 5 True or False Quiz.

Customer Service 185

Customer Service Customer Support Personalization CRM 185

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Is the customer in a hurry?

Customer emotions 316

Customer emotions Management Banking Personalization 316

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. To entice those customers to come in-store requires there to be something worth coming in for.

Customer Service 223

Customer Service Customer centricity Service level Marketing 223

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. With the right training, they can, and the humans will continue to do the jobs that AI isn’t ready to handle. Technology replacing humans. That’s what we all fear.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. – Imagine the desired customer experience.

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. How to Connect the Right Way.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

Customers That Stick

MARCH 13, 2020

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. When you’re in your interview, it’s okay to ask what type of training the company provides.

Customer Service 88

Customer Service Customer centricity Customer Experience 88

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

ShepHyken

OCTOBER 26, 2018

Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary? Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. 2) Train and treat them well. What company or organization comes to mind?

Consulting 275

Consulting Consulting Sales Marketing 275

HelpCrunch

NOVEMBER 18, 2019

Customer service has evolved into a true science, and, like any other science, it requires training. On the other hand, products have become sophisticated and customers have become demanding – you just cannot handle a [ … ].

Customer Service 74

Customer Service 74

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. And then have been times when I enjoyed superb service from frontline staff. Great Service Is All about Listening.

Consulting 208

Consulting Consulting Customer Service Sales 208

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. Negative customer service is often the root of a negative review. The more negative reviews prospective customers are exposed to, the worse.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Advertising 270

Advertising B2B Employee engagement CRM 270

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. Self-service support is becoming more and more widely accepted. How Can You Stop A Customer From Bailing? The moment a customer has a question, they need an answer. There Are Better Ways.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

JUNE 3, 2016

This week on our Friends on Friday guest blog post my friend and colleague, Patricia Fripp shares a story that demonstrates why everyone in any business can make a difference. Please join Patricia and me June 8 when we discuss how good customer service drives sales. Shep Hyken. Everyone makes a difference.

Customer Service 204

Customer Service Advertising Coaching Self service 204

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

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. you’ll magically have a customer-focused culture too.

Consulting 234

Consulting Consulting Customer Service 234

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? Long lines, rude service, unappealing environment, uncomfortable seating, and the anxiety of losing your spot in line.

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. MYTH – Great customer service starts with understanding the customer is always right. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Email and Phone Support. Product Listing Audits.

CRM 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Compare that with 10-15 hours of screen time! Get creative!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

JANUARY 3, 2020

This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams. Managing staff is far too big a topic for a single blog post. What is gamification?

Gamification 194

Gamification Morale Contact center software B2B 194

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

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. Let’s face it, customer service is the lifeline of any company. When customers are angry, they tell the world about it. – Shep Hyken.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Probably not!

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

FEBRUARY 15, 2019

From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t. It helps them personalize their service. Customer groups : These help your staff identify your frequent buyers, VIPs, employee family members, etc., It makes checkout faster.

Sales 220

Sales Personalization Feedback Management 220

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Cross-train. Shep Hyken. What gets in the way of ? . Obstacle 1 – Tunnel Vision.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 232

Interactive Voice Response Customer Experience Self service Contact Center 232

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 215

Customer Service Call Center Sales Marketing 215

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. for in-person customer service. This kind of game would be great for pre-sales support teams, who work together to boost customer engagement.

Personalization 215

Personalization Customer Service Marketing Sales 215

Customers That Stick

JANUARY 15, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 145

Customer Service 145

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Improved customer service training.

Customer Experience 198

Customer Experience Advertising Engineering Sales 198