ShepHyken

MARCH 1, 2019

This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. With the passing of another year in the digital age, the reality is that we all have to be more aware of how artificial intelligence is entering into our lives.

Customer Experience 262

Customer Experience Chatbots Big data Marketing 262

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it. Guess what?

Customer centricity 220

Customer centricity CRM Finance Coaching 220

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

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. Many small businesses are looking for ways to streamline communication. A chatbot has limitations like all technology does. It could be part of the solution, though.

Chatbots 367

Chatbots Customer Service Best practices voip 367

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. However, the bring your own device to work (BYOD) movement helped to change that. That’s why we haven’t built a major enclosed mall since 2006.”.

Consulting 197

Consulting Consulting Marketing Customer Experience 197

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level. The idea here is that our Intuitive System will recognize this cycle the first few times we do it and turn it into a habit.

Education 221

Education Feedback Call Center Marketing 221

Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. However, I have learned over the years that the harder I work, the luckier I get.

Customer centricity 243

Customer centricity Morale Finance Education 243

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. The Ritz-Carlton: We are ladies and gentlemen serving ladies and gentlemen. They take pride in their brand, support their coworkers, and go out of their way to help customers. Shep Hyken.

Consulting 234

Consulting Consulting Customer Service 234

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Games are an exciting way to improve communication skills and simultaneously ?

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. The moment a customer has a question, they need an answer. The moment a customer has a question, they need an answer. Both are “help islands” and they don’t work. There Are Better Ways.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? It’s hard work.

CRM 195

CRM Sales Customer Experience Management 195

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. Letting them say what they feel about their work increases their satisfaction How so? Of course, this is with good reason. They Know Your Customers.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. So, how is AI changing customer experience?

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Possibly the most important element of your survey is the way you frame your questions. But can that data be trusted? Because of this, results cannot be taken at face value.

Surveys 260

Surveys Customer Service B2B SaaS 260

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. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. Proactive support. Faster reaction time. Forget IVRs and long wait times.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Nicereply

SEPTEMBER 6, 2022

In this always-changing universe of customer interactions, knowing where to go for resources can be tricky. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. It doesn’t have to be this way.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. In customer service, we don’t have scales and licks, but we do have language and scripts. Shep Hyken. Few customer service interactions are exactly the same.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. However, digital transformation has changed the game on who is responsible for delivering customer service and how. Shep Hyken.

Customer Service 184

Customer Service Management Customer Experience Customer effort 184

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. That’s before the service world went digital, and the old ways of doing business became almost shameful, which happened practically overnight. We have to head issues off before they go nuclear.

Call Center 185

Call Center Customer retention Upselling Advertising 185

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Change Management. Customer experience is multi-disciplinary.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Here are 6 ways predictive analytics can enhance customer-related interactions: Targeting Warm Leads. Segments that are more detailed and precise work to make your marketing efforts more efficient.

Analytics 168

Analytics Upselling Banking CRM 168

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. Brainstorming better ways to say “no” to a customer complaint. Shep Hyken. Pay Attention When Hiring. These are critical hires.

Customer Service 209

Customer Service Education Customer Support Management 209

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. Shep Hyken.

Customer Service 174

Customer Service Consulting Consulting Marketing 174

ShepHyken

JUNE 9, 2017

This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. The most effective way to do this is to make every experience these customers have with your brand as personal and engaging as possible.

Personalization 243

Personalization Surveys Sales Marketing 243

Beyond Philosophy

OCTOBER 19, 2023

Has anything changed since the last time I spoke to you? Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed. Today, we will discuss why customers change their minds and what you can do about it.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

Personalization 358

Personalization Marketing Consulting Consulting 358

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees.

Airlines 204

Airlines Morale Benchmark Marketing 204

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. 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. So, we should be able to speak or type questions like talking to someone.

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

JANUARY 25, 2024

So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Here’s what he has to say: First, I am grateful that Justin took the time to share this with us. Analogies are a great way of communicating. However, for the team to work well (i.e.,

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

JULY 13, 2023

Changing the strategy could create a significant competitive advantage. It worked in that they could tell which customers were going to churn. Moreover, there’s no way to tease out what those connections mean. But, unfortunately, we don’t get it; we cannot understand the context.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

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. Because when we entered the branch, a banker warmly greeted us and asked how he could help. – Shep Hyken.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Beyond Philosophy

JULY 2, 2020

In this issue, we will discuss how to avoid being one of them. We discussed this subject in a recent podcast. We’ve had loads of clients contacting us to find out what they should be doing coming out of our stay-at-home, flatten-the-curve lockdown. We have had massive changes occur.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast. Ahearn’s background was in the insurance industry.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

DECEMBER 21, 2023

I thought we could discuss this here today since it likely affects many of you readers, too. 26% say AI will create more market research jobs than there are today, 35% believe it will reduce the overall number, and 39% don’t believe it will change the overall job market. I’m obsessed with AI at the moment.

Customer centricity 221

Customer centricity Marketing Chatbots Education 221