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. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

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 275

Contact Center Self service Banking Airlines 275

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. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

AUGUST 30, 2019

Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. The next step to growing your customer lifetime value is to start segmenting your customers. You have to do the same for your products and services.

Airlines 259

Airlines Metrics Advertising Sales 259

ShepHyken

SEPTEMBER 13, 2019

Consumers compare your live chat response times with the best service they’ve experienced – regardless of industry. Be sure to let the customer know that you’ll be stepping away for a few minutes so they know what to expect. One of the most successful ways to enhance the customer experience is through live chat.

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

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

MAY 19, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. When providing customer service, speed saves relationships. Ask your customers to post online reviews.

Customer advocacy 183

Customer advocacy Consulting Consulting Customer Service 183

ShepHyken

SEPTEMBER 22, 2017

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. Step by step, he studied conventional approaches and then set out to disrupt them. Where do you even start?

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

SEPTEMBER 6, 2019

Understanding the shifting consumer experience related to security, convenience and speed is key to providing great customer service and ensuring loyalty and engagement, while establishing trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

Accountability 232

Accountability Technology Personalization Customer Experience 232

ShepHyken

MAY 3, 2019

Taking this one step further, let’s consider the downside of limitless choices. For instance, the most effective chatbots are programmed to recognize when a customer is struggling and to effortlessly deliver that customer to a live customer service agent. Have you gone through your own company’s customer journey recently?

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Your customers will sing praises if you provide a great product or service, but can also be vocal when they feel like their needs are being met.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

NOVEMBER 30, 2018

If the ambition is too broad, the organization will struggle to determine the first step – and ultimately refrain from taking any action. It reveals specific, immediate steps for achieving the lofty, high-level objectives that have the community buzzing. As an example, evaluate abandonment within your web self-service channels.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

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 235

CRM Enterprise Benchmark outsourcing 235

ShepHyken

SEPTEMBER 27, 2019

Step 1: A Problem Needs Solving. Step 1: A Problem Needs Solving. Step 2: Give Your Staff the Power to be Effective and Flexible. In the customer service industry, it pays off to expect the unexpected. Step 3: Shock – Offer a Solution That Goes Beyond What They’d Expect. According to research conducted by ?

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

JivoChat

NOVEMBER 3, 2022

Do you know how to create a blog on WordPress? With just a few steps, you can have your own blog up and running. There are millions of different blog types on the internet, you can write about multiple topics and conquer visibility in specific niches. Besides, your blog won’t display WordPress ads. .

Engineering 75

Engineering Best practices Accountability Personalization 75

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. Why the customer feedback loop is important?

Feedback 232

Feedback Surveys Technical Support Personalization 232

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. Offer employees frequent opportunities to step into each other’s shoes, job-shadow each other, or train each other. Shep Hyken. What gets in the way of ? . Cross-train.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

Analytics 315

Analytics B2B Technology Enterprise 315

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service 208

Customer Service Customer centricity Enterprise Personalization 208

ShepHyken

NOVEMBER 23, 2018

The speed of service delivery has a massive effect on how customers view your support. 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. Element #1: Fast. Element #2: Accurate.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

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 194

Customer Service Calibration Feedback Sales 194

ShepHyken

AUGUST 16, 2019

This game mirrors what working in a digital environment is like where people aren’t always around to discuss each step of a process. 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. 3 people or more ?

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

DECEMBER 20, 2019

80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • A large percentage would even pay more for a product or service if they’re guaranteed great customer care.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

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 228

Customer Experience Airlines Chatbots Personalization 228

ShepHyken

NOVEMBER 2, 2017

Or that too many customers are dissatisfied with your service? Taking a look at your closest competitors and analyzing not just what they do well but what customers also dislike can help your organization to take a step in the right direction to improving your customer’s experience. What do you like about it or dislike? Conclusion.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

ShepHyken

JULY 12, 2019

At the heart of this is the need to create better customer experiences and deliver new services. At the heart of this is the need to create better customer experiences and deliver new services. He shares some examples of how this technology can be a difference-maker.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

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

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 the first step in communicating with a Know-It-All is to assess whether you’re dealing with a real expert or a wanna-be. Solving customer problems is expected.

Airlines 212

Airlines Customer Care Engineering Accountability 212

ShepHyken

SEPTEMBER 29, 2017

Here is a step-by-step playbook for leaders to optimize their company’s customer experience: STEP #1: Create a simple experience plan by answering three questions. The first step is to make sure everyone on the team knows exactly who your customers are. A Simple Playbook for Managing Customer Experience.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

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 220

Customer Service B2B B2C Accountability 220

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? The strongest growth is enjoyed by brands that focus on providing products and services that go beyond gimmicks and actually provide relief for customer problems. Justin implemented projects that brought customers to physically sit with C-level members.

Technology 214

Technology Marketing Metrics Surveys 214

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

JUNE 23, 2017

By stepping in and asking if they need any assistance on the checkout page customers have time to reconsider abandoning, this can include if they are having issues with applying a discount code, or are not happy with delivery charges being added on or guest checkout not being available. Shep Hyken.

Banking 190

Banking B2C Advertising B2B 190

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

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. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken. The implementation of live chat software is an easy task to achieve. Writing Skills.

Customer Support 229

Customer Support Chatbots Personalization Education 229

ShepHyken

JANUARY 26, 2018

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. And then have been times when I enjoyed superb service from frontline staff. Great Service Is All about Listening. A waiter remembering my favorite meal.

Consulting 208

Consulting Consulting Customer Service Sales 208