ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. 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. Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

APRIL 10, 2023

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service.

Feedback 156

Feedback Contact Center Surveys Customer Experience 156

ShepHyken

MARCH 18, 2022

She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22. In this article, she shares how leaders create, sustain, and transform their team’s culture. Not sure about the negative impact leaders have on the organization? He is so right! .

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

ShepHyken

OCTOBER 19, 2021

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. She has extensive experience leading Product and User Experience teams. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences.

Personalization 190

Personalization Customer Experience Sales Customer Service 190

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

Contact Center 161

Contact Center Management Customer Service Personalization 161

Beyond Philosophy

AUGUST 18, 2022

Today, we discuss personality and try to correct imbalances placed on one type of personality over another. Cain says people think about leaders and people who change the world as extroverts, and many of them are. Positive Emotions explains how you can experience positive feelings. If they get it from quiet time, introverts.

Personalization 367

Personalization Consulting Consulting Management 367

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As we head deeper into a digital world where customers interact with companies via AI, how can we create a relationship that establishes trust? Here are my top five picks from last week.

Customer Service 155

Customer Service Airlines Customer Experience Technology 155

CCNG

MAY 31, 2023

I wondered how I could create this type of feeling throughout my entire team, especially when they were experiencing a tough day. What would the results be if all my leaders consistently utilized these types of calls? This impacted customer service scores in a big way. The praise call works.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

NOVEMBER 16, 2023

For example, if you are advertising, that’s one type of communication, but it can have different goals. This type of affiliated marketing relationship works pretty well, particularly if you have a relationship with a sales partner with contacts in high-value areas. However, there are other types, too.

Sales 195

Sales Education Advertising Marketing 195

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

CCNG

FEBRUARY 10, 2022

As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Think about that!

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 325

Customer Service Self service Feedback Management 325

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.” An updated loyalty program can help keep you connected to customers.

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. Tier Your Teams It’s critical to tier your team’s structure based on knowledge, skill and experience. This can help answer questions: Where does overwork exist?

Customer Service 59

Customer Service Scripts Banking Analytics 59

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. I can agree with most.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. In other words, it’s all of the interaction points the customer experiences.

Journey mapping 183

Journey mapping Customer Service Entertainment Call Center 183

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. There are four types of scarcity: Time-related scarcity – when products or services are available for only a set amount of time.

Customer Experience 156

Customer Experience Marketing Customer Service 156

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business. Michelli, Ph.D.

Technology 238

Technology Customer Experience Personalization Engineering 238

Outsource Consultants

APRIL 18, 2024

The Problem with KPI Tunnel Vision Leaders often challenge their team to elevate key performance indicators – or KPIs – as a blanket CX initiative. Second, leaders often view the issue as binary, optimize labor or optimize technology , when CX empowerment relies heavily on both. Take Customer Satisfaction (CSAT), for instance.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

ShepHyken

APRIL 29, 2020

I’m going to switch up my typical customer service and experience content to share a little motivation. It made me notice some positive behaviors of certain leaders in business, big and small. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Morale 292

Morale Advertising Healthcare Personalization 292

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing. However, customer-centric marketing takes all of that a step further.

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. This can be a local, non-geographic, or custom vanity number​​.

Call flow 106

Call flow Interactive Voice Response Customer Experience Contact Center 106

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories.

Technology 207

Technology Customer Service Customer Support Contact Center 207

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. On the other hand, being part of a team that fosters a positive attitude and believes in the company’s vision and goals , can be an amazing experience. Customize how you show your gratitude to each individual.

Customer Service 98

Customer Service Feedback Healthcare Education 98

aircall

NOVEMBER 15, 2022

One of my most memorable experiences so far was when I got the opportunity to be a part of a virtual hackathon experience during my first month at Aircall. Our managers, being the supportive leaders that they are, helped us form teams and brainstorm ideas. This is where customer satisfaction plays an important role.

Engineering 124

Engineering Surveys Personalization Management 124

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Best practices 52

Best practices Accountability Management Metrics 52

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. How to Use Customer Profiles to Improve Call Center Training.

Call Center 138

Call Center Contact center software Abandon rate Self service 138