ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others. Understand what your customers want and deliver consistently. Customers usually have many options.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

ShepHyken

JULY 24, 2023

Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is.

Customer Experience 156

Customer Experience Chatbots Contact Center Customer Support 156

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 190

Government Customer Service B2B B2C 190

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

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. Limited edition – when there is a special or rare version of a product that customers love to collect.

Customer Experience 156

Customer Experience Marketing Customer Service 156

ShepHyken

OCTOBER 17, 2023

The following year, Shakespeare used a similar quote in Much Ado About Nothing. That may be the case for the cat, but it’s not so in the world of customer service. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. The idea of curiosity in customer service is simple.

Coaching 352

Coaching Customer Service Customer Experience 352

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

Beyond Philosophy

MARCH 31, 2022

Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 201

Government Customer Service B2B B2C 201

Beyond Philosophy

OCTOBER 13, 2022

Watch The Intuitive Customer YouTube Channel here.). If we had a video option to communicate, the entire experience would have been better for both sides of the call—and I would have the flight I wanted on an upcoming trip. Video can be the untapped jewel of your experience design. We needed a better way to communicate.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

ShepHyken

NOVEMBER 6, 2023

By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

Feedback 330

Feedback Healthcare Analytics Customer Service 330

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! But remember, amazement isn’t an over-the-top experience. It’s consistent.

Customer Service 405

Customer Service Customer Experience 405

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years.

Customer Service 336

Customer Service Best practices Marketing Customer Experience 336

ShepHyken

FEBRUARY 26, 2024

What is the chief repeating officer, and how do they contribute to improving customer experience? Top Takeaways: A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. What causes organizational transformations to fail?

Customer Experience 231

Customer Experience Customer Service 231

ShepHyken

JULY 26, 2022

Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution. New York Times ?bestselling

Real estate 347

Real estate Self service Customer Service Technology 347

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Understanding and predicting customer needs are key to effective customer engagement. Customer interaction often spans multiple departments or silos within a company.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? Be a customer of your own business.

Customer retention 190

Customer retention Analytics Customer Experience Customer Service 190

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes. Chances are, you are making more than one.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ShepHyken

JANUARY 8, 2024

What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? AI is driving the customer support industry towards a more efficient and higher-quality standard of service. ” Tune in!

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

CCNG

DECEMBER 14, 2023

The customer is still always right! Customers get things wrong, but arguing with your customers is a losing proposition. On my podcast with my friend Bob I asked him: “Is the customer always right?” He replied: “The customer is not always right, but the customer is the customer.”

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 325

Technology Customer Experience Complaint resolution Gamification 325

ShepHyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Chatbots 384

Chatbots Customer Service Customer Experience Management 384

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Nowhere is there a focus on customer relationships. Shared values.

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

ShepHyken

MAY 11, 2021

How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process.

Scripts 429

Scripts Customer Service Customer Experience 429

ShepHyken

APRIL 27, 2021

How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Businesses need to get feedback from a variety of customers.

Employee engagement 376

Employee engagement Feedback Customer Experience Sales 376

ShepHyken

FEBRUARY 6, 2023

Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience. Treat your customers as partners. You will often end up with a happy customer that will potentially come back and do more business with you.

Feedback 302

Feedback Banking Sales Customer Service 302

Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. What do I mean by “rehearsing”?

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

ShepHyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Think about the customer in every decision.”

Coaching 351

Coaching Marketing Customer Care Customer Experience 351

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .

Advertising 362

Advertising Consulting Consulting Customer Experience 362

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 6 Ways To Create a Consistent Customer Experience by John R.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

ShepHyken

OCTOBER 9, 2023

This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. Combining AI and human agents can create a seamless and effective customer experience. By automating routine inquiries and tasks, AI allows human agents to focus on more complex or specialized customer needs.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

ShepHyken

OCTOBER 2, 2023

Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. But that doesn’t get the job done entirely.

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 222

Personalization Self service Chatbots Customer Support 222

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. Quotes: “If you decide to be competent, you will do the standard, tried and true methods. I beg to differ.

Accountability 196

Accountability Coaching Best practices Customer Service 196

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. There must also be a process behind delivering an amazing customer experience.

B2C 156

B2C B2B Feedback Customer Experience 156