ShepHyken

FEBRUARY 22, 2019

People love the brand not just because the products are outstanding, but because their service is beyond exceptional. This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken.

B2C 274

B2C B2B Customer centricity Employee engagement 274

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Customer Experience 297

Customer Experience Personalization Marketing Analytics 297

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

JUNE 7, 2019

This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history. Although 80% of companies believe they provide excellent customer service, a mere 8% of customers agree. Think again.

Customer centricity 300

Customer centricity Advertising outsourcing Chatbots 300

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Satisfactory is a rating. Shep Hyken.

Customer emotions 308

Customer emotions Marketing Customer Experience Customer Service 308

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Technology replacing humans.

Contact Center 281

Contact Center Self service Banking Airlines 281

ShepHyken

NOVEMBER 23, 2018

The speed of service delivery has a massive effect on how customers view your support. Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Customer Support 267

Customer Support Customer effort Self service Metrics 267

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. It helps them personalize their service.

Sales 225

Sales Personalization Feedback Management 225

ShepHyken

SEPTEMBER 1, 2017

Self-service support is becoming more and more widely accepted. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. Not just accepted, in some cases it is preferred. – Shep Hyken.

Self service 210

Self service B2B SaaS Enterprise 210

ShepHyken

APRIL 12, 2019

For example, Macy’s hired 1,500 employees at customer service call centers and countless more for sales floors across the country, while Target doubled its team dedicated to in-store pickups and curbside services. Yet, seasonal hiring is not unique to retail during the holidays. Set Realistic Expectations.

Customer Service 273

Customer Service Education Healthcare Customer centricity 273

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. This is where the benefits of a virtual web assistant truly shine.

CRM 241

CRM Enterprise Benchmark outsourcing 241

ShepHyken

JULY 28, 2017

Online sales are expected to grow to more than $400 billion by 2018. That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get. That is nearly a half trillion dollars of goods and services that consumers will no longer trudge to brick-and-mortar stores to get.

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. Use social media as a forefront of customer service.

Technology 332

Technology Customer Experience Complaint resolution Gamification 332

ShepHyken

JUNE 1, 2018

Some aren’t comfortable with the interface, some don’t understand the product well and need help, while others aren’t satisfied with the support services. But this is what you need to improve your existing products or services further. Try inspecting all features or services that are responsible for hampering their user experience.

Customer Support 259

Customer Support Sales Marketing B2B 259

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! Shep Hyken . ” It’s a concept called “15 MINUTES OR LESS/15 DOLLARS OR LESS.”

Entertainment 284

Entertainment Morale Sales Personalization 284

ShepHyken

OCTOBER 19, 2018

Daniel Eisenhut • VP, Services & Support, Emarsys • @eisenhut_dan • LinkedIn. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Ask the Experts: How AI is Impacting CX? _.

Customer Service 278

Customer Service Automotive Chatbots Airlines 278

ShepHyken

MAY 4, 2018

Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Improved customer service training.

Customer Experience 201

Customer Experience Advertising Engineering Sales 201

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. In fact, when a company engages their customers through social channels in this way, those customers go on to spend 20 to 40 percent more on products and services from that company.

Customer Service 221

Customer Service B2B B2C Accountability 221

ShepHyken

AUGUST 16, 2019

Any job that involves interacting with people requires clear communication. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Good communication isn’t a skill you’re born with or one that comes naturally. Hugh Beaulac, ? MC2 Bid4Papers ?. improve team cohesion ?. What you need: ? Blindfolds ?

Personalization 221

Personalization Customer Service Marketing Sales 221

ShepHyken

JUNE 23, 2017

So what other features in live chat software make it a great solution for websites and increasing your sales? I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait. Shep Hyken. E-commerce sites have taken retail online and with such its audience. Live Chat Software.

Banking 194

Banking B2C Advertising B2B 194

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog. Many relate to customer service actions that are reminders of what we already know (but we occasionally forget).

Customer Service 239

Customer Service Scripts Customer Experience Personalization 239

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. A review program.

B2B 205

B2B Surveys Sales Marketing 205

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. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy. You aren’t the only one.

Customer Experience 230

Customer Experience Airlines Chatbots Personalization 230

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Advantages of Blogging for You Business 1.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

NOVEMBER 23, 2018

The speed of service delivery has a massive effect on how customers view your support. Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Customer Support 170

Customer Support Customer effort Self service Metrics 170

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This article is about something that affects the quality of service delivery. This is very true, unfortunately and a story we can all learn from. Shep Hyken.

Education 185

Education Consulting Consulting Personalization 185

ShepHyken

MAY 18, 2018

In today’s customer-driven economy, consumers are becoming more and more demanding about the products and services they choose, and it’s not surprising. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success.

Advertising 198

Advertising Surveys Feedback Sales 198

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

Customer Service 200

Customer Service Calibration Feedback Sales 200

ShepHyken

NOVEMBER 10, 2017

Using live website agents, businesses can ensure prospective buyers don’t leave without answers to queries about the business and its services. Live chat enables businesses to offer 24/7 support services, ensuring better customer engagement and delightful onboarding experiences.

Transportation 185

Transportation Analytics Banking Metrics 185

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

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. SMS and Messaging.

Technology 233

Technology Customer Service Management CRM 233

ShepHyken

JUNE 30, 2017

Managing big data, providing efficient customer service, streamlining the process and enhancing user experience are some of the benefits that artificial intelligence has provided humans with. By combining the two worlds, we can now see major advancements in the field of customer service, education, fitness, communication and much more.

Government 225

Government Technology Benchmark call center software 225

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. MYTH – Great customer service is about being quick to resolve problems. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

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.” What is Good Customer Service?

Customer Service 217

Customer Service Call Center Sales Marketing 217

ShepHyken

NOVEMBER 2, 2018

Chatbots have risen to prominence in almost every sector that needs to maintain a customer service front or any industry that maintains a database that would boost the customer experience if users had easy access to it. We cannot escape the future. The Rise of Chatbots. Believe it or not, the chatbot has been around for a while now.

Chatbots 225

Chatbots Personalization Healthcare Government 225

ShepHyken

APRIL 27, 2018

The best customer service is invisible. Provide Excellent Customer Service. Make sure reps are easily reachable for after sales inquiries and feedback via instant chat, social media, email, and phone. It just happens. – Shep Hyken. Building an e-commerce site is just the first step of a successful e-commerce journey.

Enterprise 206

Enterprise Feedback Personalization Sales 206