ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. You trust them. . While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. These are the basic expectations customers might have with the companies they choose to do business with.

Customer Service 322

Customer Service Customer Experience Personalization 322

ShepHyken

JANUARY 4, 2023

Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Trust is an emotional connection that drives repeat business and loyalty.

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

NOVEMBER 7, 2023

Trust and Safety: Is your reputation helping or hurting you? A good customer experience creates trust. Alignment: Your mission, vision and values statements are the foundation of what you and your company stand for. Move them to feel good about your company, not just what you sell. Maintain that feeling and build on it.

Customer Service 235

Customer Service Customer Experience 235

Beyond Philosophy

AUGUST 29, 2020

5 New Rules Guaranteed to Build Trust. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t? People like to do business with people, brands, or organizations they trust. The five rules guaranteed to build trust are not complicated.

Banking 397

Banking Consulting Consulting Accountability 397

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. Top Takeaways: A customer gives us the gift of trust when they choose us. We must return that trust with integrity, passion, relentless effort, and a sound process.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. He’s right!”

Banking 390

Banking Consulting Consulting Accountability 390

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. My Comment: This week, we start with an article on trust.

Customer Service 142

Customer Service Best practices Metrics Banking 142

Beyond Philosophy

MAY 28, 2022

How do you know if someone trusts you? Plus, there are many other behaviors people have that indicate they trust you. All this talk about trust is because of Bob. This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. Is it how they talk to you?

Consulting 221

Consulting Consulting Accountability Surveys 221

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Gen Zers are much less likely to trust organizations than Baby Boomers. My Comment: This week, we start with an article on trust.

Customer Service 137

Customer Service Best practices Metrics Banking 137

Beyond Philosophy

APRIL 18, 2024

However, larger companies using technology can do that, too. In England, we get groceries delivered from a company called Sainsbury’s, a store that is a lot like Target in the States. If the brand is one that you trust, personalization won’t bother you the same way it would with a brand you didn’t trust.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

NOVEMBER 1, 2022

Creating the Digital Experience That Builds Trust with Your Customers. They are now empowered to evaluate the companies that they want to work for based on what is valuable to them. Social media has become a form of digital theatre for people to see how companies respond to their customers’ positive or negative comments.

Personalization 296

Personalization Customer Service Sales Marketing 296

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? But, also, these things are true about people’s trust in your life or customers on your sales reports. Bob has recently joined a company, managing the relationship of a large customer account with a long history with Bob’s company. Is it what they share with you?

Surveys 221

Surveys Consulting Consulting Accountability 221

CCNG

OCTOBER 11, 2023

You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. When you find the answer, your company policy doesn't allow you to do what you know is right for the customer. Think of how what your company does directly impacts its customer.

CCNG 195

CCNG Customer Experience B2C Finance 195

PeopleMetrics

APRIL 23, 2014

Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. ” Customer Trust and Me. The belief that they have your best interests in mind.

Entertainment 48

Entertainment Banking Feedback Customer Experience 48

Edify

OCTOBER 26, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

Contact Center 76

Contact Center Cloud contact 76

ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Building trust and authenticity is crucial in business. Plus, Shep and Patrick talk about companies that have mastered personalization at scale.

Personalization 173

Personalization Customer Experience Journey mapping Marketing 173

ShepHyken

MARCH 5, 2024

If you were born in this century, you probably don’t know either of them, but trust me, they are rock stars and legends! This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it. It’s a generational thing. Bob Dylan came out and played.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

EPIC Connections

NOVEMBER 16, 2017

Don’t miss the first article: “Evaluating Call Center Companies: A Baseline Test”. When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise. The post Evaluating Call Center Companies: Three Elements of a Trusted Partner appeared first on EPIC Connections.

Call Center 35

Call Center Transportation Healthcare Accountability 35

ShepHyken

SEPTEMBER 21, 2022

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so. A company that is trusted by customers is first trusted by employees. .

Construction 179

Construction Feedback Customer Service Management 179

ShepHyken

FEBRUARY 21, 2023

It’s the consistent and predictable experience that makes customers trust you and come back. So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. The benefit of building trust is potential customer loyalty.

Customer Experience 167

Customer Experience Surveys Customer retention Customer Service 167

Steve DiGioia

MAY 15, 2023

The Power of Social Media Thanks to the rise of social media, customers now have a platform to voice their opinions and experiences with your company to the world. One bad customer service experience can quickly snowball into a viral social media campaign that can damage your company’s reputation for years to come.

Feedback 182

Feedback Management Customer Service Customer Experience 182

ShepHyken

APRIL 6, 2021

How to Get Customers to Gain Trust and Confidence in Your Brand. Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. . Consistently amazing your customers is key in earning their trust and confidence in your business. . Top Takeaways: .

Advertising 362

Advertising Consulting Consulting Customer Experience 362

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? Creating an exceptional customer experience is essential for businesses.

Wireless 201

Wireless Finance Accountability Customer Experience 201

ShepHyken

JULY 29, 2020

If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. Think about why you like to do business with your favorite companies. By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. I want it to be good.

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

ShepHyken

MARCH 6, 2023

Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. New technology will not replace the human-to-human relationship.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

JANUARY 1, 2024

We Are in a Trust Crisis — How to Navigate the Pitfalls of Transactional Behavior in Business Relationships by Jon Michail (Entrepreneur Media) Across all industries, from new startups to companies listed on the New York Exchange, companies now fly their flags as being committed to building lasting relationships with their customers.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

JANUARY 21, 2024

To start with, as the title implies, customers are concerned with how a company or brand uses their data, which either builds or erodes trust. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization. The company that achieves this balance wins.

Customer Service 146

Customer Service Advertising Chatbots Self service 146

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. My Comment: Do your customers know you care about them?

Customer Service 155

Customer Service Construction Contact Center Scripts 155

ShepHyken

APRIL 5, 2021

If you want to build a trusted following with a community of customers and prospects, provide easy-to-access value that gets them coming back for more. Building Trust and Credibility for Your Business: Tips to Avoid Mistakes by Angela Hausman, PhD. My Comment: Trust is a very important asset for a company.

Customer Service 302

Customer Service Contact Center Self service Customer Experience 302

ShepHyken

APRIL 7, 2021

That gives a smart salesperson the opportunity to confirm the customer is making a good decision, ethically upsell or cross-sell, and most importantly, build the relationship for the next time the customer needs whatever the company sells. The salesman said, “Sorry, they are actually a different company.” Confusion erodes trust.

Upselling 342

Upselling Customer Service Sales Customer Experience 342

ShepHyken

JULY 31, 2023

The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. Repetition is unnecessary friction in delivering a seamless customer support.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

MAY 3, 2022

When customers call about a problem and interact with support agents whose goal is to resolve the issue and teach them about the best ways to use the company instead of upselling, they become more valuable to the company’s bottom line in the long term. ” “Trust and loyalty are a two-way street.

Upselling 301

Upselling Self service Best practices Customer Support 301

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.

Contact Center 336

Contact Center outsourcing Quality management Marketing 336

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Companies that excel often share common traits: Clear Vision and Goals : Define what AI should achieve within the organization, aligning AI initiatives with business objectives.

Government 52

Government Customer centricity Technology Management 52

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Build Customer Experience into your Company Culture. Hire a Factoring Company.

Customer Experience 357

Customer Experience Management Finance Banking 357

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company. Trust: You trust them.

Customer Service 334

Customer Service 334

NobelBiz

APRIL 9, 2024

Compliance with the Dodd-Frank Act helps call centers maintain ethical standards and build trust with consumers. Sarbanes-Oxley Act: The Sarbanes-Oxley Act (SOX) imposes regulations on publicly traded companies to enhance corporate governance, financial reporting, and accountability.

Call Center 105

Call Center Telemarketing Healthcare Government 105