ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. However, I would argue that digital transformation is bringing customer experience to an entirely different level.

Customer Experience 273

Customer Experience Banking Technology Consulting 273

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. – Shep Hyken. What company or organization comes to mind? A star dropped. Another fallen star.

Consulting 281

Consulting Consulting Sales Marketing 281

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. Shep Hyken. Remember The Golden Rule. Easy enough.

Consulting 275

Consulting Consulting Personalization Customer Service 275

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Another example: BlackBerry dominated the business smartphone market.

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 237

Feedback Surveys Technical Support Personalization 237

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? But shockingly the overwhelming winner: The good old DMV, The Department of Motor Vehicles. Where do you even start?

Wireless 202

Wireless Government Entertainment Airlines 202

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.

Customer Support 170

Customer Support Customer effort Self service Metrics 170

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. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 239

Customer Service Scripts Customer Experience Personalization 239

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 217

Customer Service Call Center Sales Marketing 217

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 231

Scripts Employee engagement Customer Service Customer Experience 231

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can write articles about every destination you go to, for example, city guides, the best places to eat, main tourist attractions, and much more.

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Reviews Help Customers Find You.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

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.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

Airlines 213

Airlines Customer Care Engineering Accountability 213

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. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Customer Service 196

Customer Service Airlines Self service Customer Experience 196

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken.

Surveys 215

Surveys Accountability Management Customer Service 215

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Inform customers that you have received their request. Respond to customers as quickly as possible. Shep Hyken.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Just two weeks ago I went to check in at a condo-hotel where a good friend of mine was lending me his unit.

Consulting 208

Consulting Consulting Customer Service Sales 208

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. If he or she lacks any, they might not be the best choice for your customer support team.

Customer Support 230

Customer Support Chatbots Personalization Education 230

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Is there a specific product or service that needs an update?

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Call Center 185

Call Center Customer retention Upselling Advertising 185

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Advertising 198

Advertising Surveys Feedback Sales 198

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You have a program in place to track Voice of the Customer data.

Customer Service 199

Customer Service Scripts Feedback Personalization 199

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Here are a few tips.

Customer centricity 234

Customer centricity Feedback B2C Customer Experience 234

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Clear, consistent, authentic communication. Stating your mission once is not enough.

Airlines 206

Airlines Morale Benchmark Marketing 206

Toister Performance Solutions

DECEMBER 6, 2018

Many companies that sell a product or service to customer service teams have a corporate blog. A lot of those blogs are hard to read. A few corporate blogs stand out from the crowd. Here are four corporate customer service blogs I consistently read. They're overly self-promotional.

Customer Service 90

Customer Service outsourcing Contact Center Feedback 90

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. He shares some excellent self-help ideas.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? The reward might also be evident; it could be a good price or more straightforward not to think about it. For example, we have bought Aquafresh toothpaste for 40 years. Here are seven ways.

Education 222

Education Feedback Call Center Marketing 222

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. So, what does a job to be done have to do with customers?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

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. Every company has to align what they charge with what their customers value. Pine also says that people want goods and services to be commoditized.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.

Airlines 222

Airlines Self service Call Center Personalization 222