ChurnZero

SEPTEMBER 10, 2019

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . A lack of a centralized workspace increased the chances that client tasks could slip through the cracks. CSMs can effortless track new client progress across their entire customer lifecycle – all in real time. .

Accountability 40

Accountability CRM Sales Customer Experience 40

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. A Rock-Solid Employee Engagement Strategy strengthens employees' passion, elevates their happiness, and transforms them into client-service superstars. This creates laughter and fun amongst the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

ShepHyken

SEPTEMBER 1, 2021

Some of my B2B clients don’t think they have to meet Amazon’s level of service. I disagree, and here is the story to prove it. . One of my clients, a healthcare organization, ordered a $500,000 imaging machine. The client commented on how the machinery was delivered ahead of schedule.

B2B 352

B2B Healthcare Customer Experience Customer Support 352

ShepHyken

JUNE 25, 2021

Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum. One of the stories that Troy shared resonated with me because it’s exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can’t just talk the talk; they must walk the walk. .

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

ShepHyken

APRIL 21, 2021

One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. After all, I’m a client, a warm lead for new business, and I represent income to him.

Customer Service 380

Customer Service Sales Customer Experience 380

TechSee

OCTOBER 2, 2023

Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. Full Disclosure and Celebration Before we delve into Ann’s story, let’s be transparent: Ann is a beloved extension of our team as she is our teammate’s Mom. Thank you, Ann, for sharing your story.

Customer Service 124

Customer Service Customer Experience 124

ShepHyken

JANUARY 19, 2022

I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post. He was still talking about this surprise, which is why I was compelled to share his story. . It could be something small – just something that proves the other person was thinking about you. .

Transportation 319

Transportation Customer Service Personalization Customer Experience 319

ShepHyken

APRIL 27, 2022

My dirty plate story. Many years ago, I had a client who almost didn’t hire me as a customer service keynote speaker. Then my client received our standard confirmation letter. We sent the correct letter, and somehow my client gave me another chance. Everyone has their own version of the dirty plate story.

Customer Service 167

Customer Service Customer Experience 167

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Have your customers create videos that tell the story of what it’s like to do business with you.

Customer Experience 313

Customer Experience Customer Service 313

Beyond Philosophy

OCTOBER 8, 2020

” Clients often tell me that they need a big idea to cut costs. It tells me that deep down, my client thinks that cutting costs can be a single, dramatic action. For example, I was running a workshop for a client in the mobile communications market. This story is an example of unintended consequences.

Consulting 434

Consulting Consulting Call Center Advertising 434

24-7 InTouch

FEBRUARY 13, 2024

Most significantly, Beliveo will signal IntouchCX’s entry into Mexico with a state-of-the-art facility located in Guadalajara, strong executive leadership, and continued partnerships with media and technology clients. Noel Orozco will remain with IntouchCX as Country Manager for Mexico.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Beyond Philosophy

JANUARY 4, 2022

To make a long story short, I wasn’t sure that my message about the emotions of Customer Experience was getting anywhere with him. Thinking back, we got through to him by telling stories. These spreadsheets also tell a story. So, if you can create a numbers-based story for numbers-oriented people, that will compel them.

Engineering 221

Engineering Consulting Consulting Best practices 221

Beyond Philosophy

DECEMBER 6, 2018

People are far more likely to share a Customer Experience horror story than an excellent moment with a company. Part of that is because bad experiences make good stories at a party. All too often my clients tell me that the critical issue for them in the marketplace is price, but it is never price.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done. So, what does a job to be done have to do with customers?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

The Northridge Group

MARCH 8, 2024

Every woman has a story to tell. Whatever the story, there’s lessons to be taken and to be learned. These are their stories. Kelsey’s Story Last Valentine’s Day when many were celebrating their love relationships, Kelsey Williams was standing in divorce court. And yet, they smile. They thrive.

Consulting 135

Consulting Consulting Telecommunications Advertising 135

ShepHyken

JANUARY 25, 2021

Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Substitute the word guest for customer, client, member, patient, etc., I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

Beyond Philosophy

OCTOBER 12, 2023

We do research for clients called the Emotional Signature, which determines what drives value for an organization. Upon hearing that, at least half of the clients will ask us if we can do it quicker. However, many of these clients fail to realize that the three months aren’t because we need three. They need three months.

Healthcare 221

Healthcare Engineering Banking Accountability 221

Beyond Philosophy

JANUARY 8, 2021

We’ve been doing some work with one of our clients recently who will be doing some research. I tell this story to demonstrate how crucial it is to know what value you deliver to your customers. My milkman story is about being careful that you know what you can make more efficient and what you should leave alone.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

FEBRUARY 23, 2023

I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. This pickle is a difficult one when we live in times of inflation.

Education 195

Education Management 195

Beyond Philosophy

JULY 31, 2017

There’s a growing crop of programs that teach you to tell stories in your own business. I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Stories are memorable. Telling Stories to Get a Point Across.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated.

B2B 342

B2B Customer Service Sales Customer Experience 342

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

ShepHyken

MAY 10, 2023

It is important to draw that line, which is the boundary that employees aren’t allowed to cross, but at the same time, teach them what they can do to get right up to the line. For example, I have a client in the luxury automobile market. Members of this team believe in the power of saying “Yes” instead of “No.”

Customer Service 161

Customer Service Marketing Customer Experience 161

Cisco - Contact Center

JANUARY 9, 2024

Did you miss some of the great financial services customer success stories Cisco produced in 2023? These stories are a testament to clients achieving their goals with Cisco at their side. The stories… Read more on Cisco Blogs

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ShepHyken

NOVEMBER 22, 2021

Are there certain employees on your team you hope your best clients interact with? 17 Customer Service Horror Stories That Prove The Customer Is — In Fact — Sometimes Wrong by Allie Hayes. Here are some customer service horror stories. However, some of these stories test this theory! Is the customer always right?

Customer Service 207

Customer Service Customer Experience Surveys Management 207

ShepHyken

JUNE 3, 2022

As a business owner or freelancer, your clients are your lifeline. You want to do the best job possible, leaving clients raving about you. There are many reasons why you should facilitate clients to give you glowing testimonials, for example, social proof, higher conversion rates, and SEO. Ask Them . Leverage Social Media .

Personalization 173

Personalization Feedback Customer Service 173

ShepHyken

MAY 3, 2022

If they have access to the right information, they can solve issues without the customer having to repeat their story again and again. When support agents don’t understand the full scope of the customer’s situation, they can only be reactive. ” About: Devin Poole is the Senior Director of CX Strategy at Dixa.

Upselling 301

Upselling Self service Best practices Customer Support 301

ShepHyken

APRIL 16, 2021

He shares some tips on how to grow your client list despite a global health and economic crisis, such as the COVID-19 pandemic. At times, it almost feels like the economy has ground to a halt and, as a result, clients aren’t eager to invest in new services. However, you can overcome this and build your client list despite the pandemic.

Marketing 222

Marketing Personalization Customer Experience 222

ShepHyken

MAY 19, 2021

The point is we all share a story. We have clients that have been doing this exercise for years. It can be as simple as returning a call quickly or stepping in to help in a crisis. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Customer Service 346

Customer Service Coaching 346

ShepHyken

OCTOBER 9, 2019

Before I get to the story and the lesson, let me give you some insight into my personality. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. I’ve written about this in the past, so I’ll share the short version of the story here.

Personalization 278

Personalization Customer Service 278

ShepHyken

OCTOBER 26, 2016

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. Typically, our clients would do this once a week or every other week. And, try to limit the length of the story to about 200 words or so. Include a picture and a short one or two sentence bio on each of the employees.

Customer Service 328

Customer Service 328

Callminer

APRIL 30, 2020

Listen for understanding, as irate callers just want someone to listen to their story, even if you are unable to help them.” “To effectively manage client conflict, you need to handle it quickly. The longer it takes to address the problem, the bigger the hurdle will be to find a positive solution and make the client happy.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

MARCH 26, 2021

Clients prefer buying from someone they are familiar with, especially when it’s run by people they know and whose values they empathize with. . To produce any company story video worth watching, you first need to define your company values. Larger companies tend to lack such a close connection with their customers.

Scripts 352

Scripts Sales Marketing Customer Service 352

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. So, maybe the story I’m about to share isn’t truly the worst sales call ever, but it was really bad. It is how relationships are built.

Sales 352

Sales Enterprise Customer Service Personalization 352

IdeasUnlimited

MARCH 6, 2024

Since its inception in 2010, IdeasUnlimited has been pivotal in scripting success stories for numerous businesses. From call center services to virtual assistant support, we tailor our solutions to meet the unique needs of each client, ensuring optimal outcomes and enhanced customer experiences.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

ShepHyken

NOVEMBER 22, 2016

Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more. It’s packed full of hilarious stories from Andy, while also providing excellent tips for building better relationships.

Consulting 305

Consulting Consulting Sales Personalization 305