ShepHyken

OCTOBER 18, 2019

This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Once the mistake is made, the customer now has a negative opinion.

Customer Service 222

Customer Service 222

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. Today’s consumer wants to find a business’s Twitter, Facebook, or Instagram page, type a question and receive a knowledgeable response nearly right away.

Chatbots 369

Chatbots Customer Service Best practices voip 369

ShepHyken

SEPTEMBER 1, 2017

How Can You Stop A Customer From Bailing? And if they don’t see a way to get an answer right where they are, they’re going to search the web and either fail to find their answer or, worse yet, end up on a competitor’s site. Both are “help islands” and they don’t work. First, recognize that answers have to be instant.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

JANUARY 18, 2019

Given the current state of technology, your strategic goals must now go beyond improving metrics. Given the current state of technology, your strategic goals must now go beyond improving metrics. How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic?

Customer Experience 236

Customer Experience Airlines Average Handle Time Contact Center 236

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple. Career Pathing Resources.

Employee engagement 268

Employee engagement Education Analytics Technology 268

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. ” But how do you keep your professional cool in such situations? Here are four mind tricks that can help you out. How a customer treats you is outside of your control. All that matters is how you respond.

Customer Service 319

Customer Service Personalization Customer Experience 319

ShepHyken

MARCH 22, 2019

Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. Some might say it was a simpler time with a more personal touch, and in some ways they would be right. This week we feature an article by John Boccuzzi Jr. Shep Hyken. By the end of 2019, 2.7

Customer Experience 270

Customer Experience Banking Technology Consulting 270

ShepHyken

OCTOBER 25, 2019

Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. Who you hire, then how you lead them. So how can we do it? Make sure that you are displaying the opportunity to the right people. So now we have the right people.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

DECEMBER 13, 2019

When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success. The stance your business takes on CX will determine how you approach vendor selection.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. So, how’s it work? When a user wants to accomplish something, they now have the option of skipping the tedious forms. Hello, how can I help you today?”.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

ShepHyken

SEPTEMBER 20, 2019

Forming this team is a unique process for each business, and making the right decisions on who to include is vital for working together efficiently. We’ve outlined the departments that work together, but how exactly do companies achieve cross-team collaboration? Remove silos between teams and encourage cross-team collaboration.

B2B 270

B2B Customer Support CRM B2C 270

ShepHyken

JANUARY 11, 2019

Here, we will first discuss why closing the loop is important, then provide three examples of how to grow your business thanks to customer feedback, and finally explain how to implement something like this in real life, using technology! What is the customer feedback loop? Why the customer feedback loop is important?

Feedback 236

Feedback Surveys Technical Support Personalization 236

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Agents matter and businesses that understand that will reap the financial rewards.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

ShepHyken

JANUARY 12, 2018

The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Customer service designs that are remarkable get talked about. And getting talked about in this light is a great thing, right? From clients and customers commenting on our blog. No question. Not a confidence builder, is it?

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

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. So how can your contact center IVR get there? Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

ShepHyken

JUNE 15, 2018

If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Another study by UK-based Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022. These numbers are staggering.

Chatbots 190

Chatbots Customer Support Healthcare Scripts 190

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. How to leverage technology for a better customer experience.

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

AUGUST 31, 2018

The most obvious way to provide proactive support is to help people searching for an answer in a knowledge base or not completing the order quickly – they’ll likely receive an email or a chat message to help them complete the purchase, using similar methods that have worked for customers in the past. Proactive support.

Self service 185

Self service Chatbots Personalization Interactive Voice Response 185

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Do this time after time, and you’re now forming a relationship.

Customer Service 228

Customer Service Contact Center Technology Big data 228

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. They typically focus on repetitive requests, cataloging and assessing the actions taken or the responses given, when helping to resolve those situations. This works, but only when using the right dataset.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Accessible NOW! planned, 46.5%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. This is the story of how one brand shocked and awed my entire family. It was the Thursday before Memorial Day 2019. So, have no doubt.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

ShepHyken

JANUARY 5, 2018

Bad customer service doesn’t just impact your revenue now, but can dramatically affect it in the future as study shows 86% of consumers said they’ve stopped doing business with a company after a bad customer experience. Too slow: There are few things more annoying than having to wait on hold when you need your question answered right away.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

Call Experts

DECEMBER 29, 2022

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. The best blogs are not only informative but also fun to read. Call Experts Top 5 Customer Service Blogs of 2022 . So, how does it all work?

Customer Service 52

Customer Service outsourcing Best practices Morale 52

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog. Higher Logic Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. Here is how.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In this article I will explain further about the application of customer leadership and how we can utilize current leadership thinking to take us to the next stage.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

ShepHyken

OCTOBER 27, 2017

People’s minds wander towards automated voice messaging systems, long hold times, or in today’s day and age, chatting in an online forum with a virtual assistant who, if we’re being honest, really doesn’t understand what you want, how you want it, or when you need it. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service 210

Customer Service Customer centricity Enterprise Personalization 210

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience. Collaboration is an emerging theme.

Contact Center 122

Contact Center Self service Analytics Banking 122

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. And they are now bringing their expectations and values into the workplace. Customers now expect: Their time be valued. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

AUGUST 11, 2022

Mandy Morgan wrote in with a litany of comments that support how I feel. Mandy is right. I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. Sure, it happens, I thought.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

MAY 2, 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: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it.

Construction 195

Construction Personalization 195

Beyond Philosophy

JULY 13, 2023

Therefore, the mistake organizations are making with AI is how they set it up. 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 you design your AI is critical to the insight you will get from it.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Getting out in front of competitors, by emulating the most successful companies, will help shortcut timelines. Better Together to Optimize CX. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

ShepHyken

SEPTEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Anne Bachrach, reminds us of the importance of running a client-centered business and how this will set you up for success. High client satisfaction helps pave the path to business growth and success. How do you get past this? Shep Hyken. Filling the Gap.

Coaching 0

Coaching Marketing Feedback Sales 0

ChurnZero

DECEMBER 29, 2020

Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Some of us sped up. Roll the tape back.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). I described how, when, and WHY we will be operating the event, used respectful language, offered encouraging words, and gave plenty of smiles throughout the evening.

Morale 299

Morale Customer Service Management 299