ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . How can you meet these potential consumers’ needs? There’s one need that is still among us despite constant changes: customers want an integrated shopping experience.

Customer Service 270

Customer Service Customer retention Self service Sales 270

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. One of the best examples of convenience is UBER that changed the way a common man travels.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

ShepHyken

APRIL 19, 2019

One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. The Power of One Question. Rather than bombarding customers with lots of questions, try limiting your interactions to just one question. Why Simple is Sometimes Best.

Surveys 254

Surveys Feedback Customer Experience Sales 254

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. Obstacle 2 – Ineffective Meetings. One poll found that 17% of employees would rather watch paint dry than attend a meeting. Shep Hyken.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Unlike Marriott, Airbnb has garnered its financial success without owing any of the properties that guests book on the Airbnb platform.

Technology 238

Technology Customer Experience Personalization Engineering 238

ShepHyken

APRIL 12, 2019

The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand. If every team member has realistic expectations about their role, hours, pace, and job duties, it will streamline operations while cutting down on fatigue, dissatisfaction, and employee churn.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

AUGUST 24, 2018

When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve. This is a new challenge that many employers are facing. – Shep Hyken.

Customer Service 198

Customer Service Real estate Call Center Best practices 198

ShepHyken

MARCH 16, 2018

He asserts that customers long to interact with—even relate to—employees “who act like there is still a light on inside.” Even over the phone, customers can “pick up on” a service representative’s condescension or patronizing tone. That’s one child every five seconds. What if you have to put the person on hold?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. Reflecting on our experiences and hearing the tales of woe from others, I’ve put together “10 Lessons Learned” to help you survive your next customer-service nightmare.

Customer Service 219

Customer Service Construction Personalization Management 219

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. The stance your business takes on CX will determine how you approach vendor selection. Then, assign a “performance value” for how each vendor performs on every requirement.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

DECEMBER 21, 2018

Happy and satisfied customers, on the other hand, enhance loyalty and revenue. Your trust and relationship with the customer are built upon your ability to keep promises and meet their expectations. Make promises which you can keep and focus on addressing the issue until it is resolved. Personalize customer service.

CRM 235

CRM Best practices Customer Service Metrics 235

ShepHyken

FEBRUARY 1, 2019

Shep Hyken believes customer centricity must start on the inside, with your employees. It is imperative for employees to focus more of their time on the revenue-driving tasks instead of the mundane tasks that typically aren’t revenue-drivers. – Communicate and train employees on what that experience looks like. Guess what?

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. New Direct-to-Consumer companies are flourishing by focusing on building strong relationships with their customers that they own directly, bolstered by better experiences. Eliminate Choice.

industry standards 207

industry standards Personalization Engineering Consulting 207

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? After just one bad customer support experience, trust in a brand is gone forever. We’re Lightricks , by the way, a company that’s behind the Enlight suite of creative apps on iOS: Photofox , Quickshot and Videoleap.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

JUNE 1, 2018

One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. According to the American Market Association , 20% increase in conversions, on an average, was noted by B2B companies that use a live chat tool at their website. But hold on.

Customer Support 253

Customer Support Sales Marketing B2B 253

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. One single negative contact can ruin your reputation in the eyes of not only that one customer but also those of everyone else he or she knows.

Customer Service 204

Customer Service Advertising Coaching Self service 204

ShepHyken

APRIL 20, 2018

Customer service can be delivered by the front office executive who checks in the guests upon their arrival at one of your hotel locations. Or the voice on the other end of the phone who provides step-by-step instructions for the smart TV owner who has run into a snag after trying to complete a software update.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. So, how do you ensure that your company is one that properly trains and prepares its service representatives to interact with customers?

Customer Service 209

Customer Service Education Customer Support Management 209

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. Check out our thoughts on customer focus. Limited employee expertise.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

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. So here are a few techniques to communicate with a Know-It-All when you need to depend on their expertise: Use Questions Rather Than Statements. Shep Hyken.

Airlines 212

Airlines Customer Care Engineering Accountability 212

ShepHyken

OCTOBER 27, 2017

When the topic of customer service comes up, the most common associations aren’t typically positive ones. But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations. Read Shep’s latest Forbes Article: Amazon And Walmart Take On Porch Pirates.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

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. I hoped one visit to a local branch would be easier, but deep down I feared it wouldn’t. Richard Branson.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

AUGUST 17, 2018

One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. If you’re at or above the average, you know you’re doing something right and thus, use that as a foundation to build further innovations on. Meeting SLAs: Setting the Right Expectations for Customers.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

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. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. What’s going on here? A satisfying customer service experience hinges on the interaction between the customer and your business. Shep Hyken.

Customer Service 197

Customer Service Scripts Feedback Personalization 197

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. As a business owner, “better” is always on the horizon, and you are responsible for finding the best vehicle to reach it.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

MARCH 2, 2018

Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack. Now let’s spend a minute on Millennials. Traditional retail KPIs need to be revisited and adapted to support a model based on experience and relationship. What does it take?

Sales 198

Sales Employee engagement Technology Customer Experience 198

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. your FAQ on steroids.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. It starts with a customer’s first point of contact and ends with the last… and increasingly, it goes on afterward as they see or hear from your organization, as you strive to nurture that relationship. Customer Perception = Their Reality. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

ShepHyken

AUGUST 18, 2017

Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. Faulty Scales —Wal-Mart asked its questions on a 1-10 scale. Here, we see four questions in one.

Surveys 202

Surveys Automotive Advertising Enterprise 202

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . You usually define a time frame like one month, quarter, or year when calculating.

Contact Center 52

Contact Center Morale Government Healthcare 52

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Who likes being put on hold, really? When someone loves their job, it reflects on their work and people around them. Shep Hyken.

Customer Support 215

Customer Support Technical Support Contact Center Customer Experience 215

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Research shows that over 80% of companies compete primarily based on CX.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Beyond Philosophy

MARCH 14, 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. I also remember sitting in meetings where the boss suggested something that was not a good idea. Of course, no one said anything because the boss is the boss. They were too polite.

Personalization 195

Personalization Management 195

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. However, one of the most important, yet one of the most ignored, is focusing on creating client satisfaction.

Coaching 0

Coaching Marketing Feedback Sales 0

ShepHyken

OCTOBER 26, 2018

I left my bags, a dry-cleaned shirt, and suit at the bell stand and then headed to a meeting. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. A star dropped.

Consulting 124

Consulting Consulting Sales Marketing 124