ShepHyken

JULY 31, 2023

When offering digital support systems, enable customers to reach a real person whenever needed. Quotes: “Different channels allow you to communicate with a business, and each one can serve a very specific purpose. Understanding and predicting customer needs are key to effective customer engagement.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

JULY 17, 2023

Equality is about treating each person with respect regardless of their background. Plus, Shep and Philip discuss who they think is the most important person in an organization – the CEO, the customers, the employees, or the shareholders. Top Takeaways: Employee experience is the new customer experience.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

OCTOBER 16, 2023

Get your CX house in order. Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner. Quotes: “We are now in the age of the customer where customers can quickly and easily switch vendors if they want to.

Customer Experience 217

Customer Experience B2C Government B2B 217

ShepHyken

AUGUST 23, 2022

They start with branding, advertising, learning about the organization, getting on board the buying experience, payment, and all the other interactions the customer has with the organization. Think about the people you have relationships with in your personal life (your spouse, your kids, your relatives, your close friends).

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

Beyond Philosophy

SEPTEMBER 21, 2023

It’s a good question that, in my experience, is easy to get wrong. Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. So, disrupting this assumption is difficult.

Construction 222

Construction Marketing Personalization Management 222

ShepHyken

AUGUST 31, 2021

Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. Each person in the company should be an Experience Maker. It is creating consistent, exceptional experiences that get customers to talk about your brand. Think about the customer in every decision.” Shep Hyken ?is

Coaching 351

Coaching Marketing Customer Care Customer Experience 351

ShepHyken

JANUARY 15, 2024

Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. A victim mindset can hinder personal and professional growth. Quotes: “If you decide to be competent, you will do the standard, tried and true methods.

Accountability 196

Accountability Coaching Best practices Customer Service 196

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. Quotes: “Generative AI has brought about a mix of excitement, fear, and confusion since the beginning. We’ve got to get on our toes.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

ShepHyken

JUNE 15, 2021

Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums. Quotes: “‘Make a promise, keep a promise’ should be everyone’s creed.” Top Takeaways: A customer gives us the gift of trust when they choose us.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

ShepHyken

NOVEMBER 1, 2022

Providing informative and easy-to-digest content will get your customers to know, like, and trust you. Quotes: “Your customers are searching for information and assistance online. He is currently ranked Number 1 by Onalytica as the “Most Influential Social Selling Person in the World.”. New York Times ?bestselling

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

SEPTEMBER 4, 2023

” When leaders let their egos get in the way, it hinders collaboration and prevents teams from coming together to create amazing results. .” ” When leaders let their egos get in the way, it hinders collaboration and prevents teams from coming together to create amazing results.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

JANUARY 22, 2020

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. Yes, I sleep, but I like to get up and go. Words and phrases I would use to describe this type of person include self-starters, willing to take charge, doers, motivated, up for a challenge, willing to step outside their comfort zone and more.

Coaching 350

Coaching Personalization Customer Service Sales 350

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. Develop a brand personality that aligns with your target customer’s emotions, values, and beliefs. Your brand is in a relationship with your customers. Deliver on your promises.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

AUGUST 21, 2023

By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support. It’s about finding the right balance between AI-powered solutions and human touch to provide a seamless and personalized customer experience.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. They are afraid they will get punished if they do something wrong or if they say something that may be viewed as negative toward their manager. Every leader needs to understand their leadership style.

Coaching 307

Coaching Personalization Customer Service Management 307

ShepHyken

AUGUST 3, 2021

They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work. – Mass personalization happens in places all around us. – Do you have a digital business model?

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

ShepHyken

JANUARY 21, 2020

Customization and personalization are key components in staging an experience. Customers today want to spend less time with goods and services, but will spend more time with events and places that engage them with a personalized and memorable experience. Experiences are inherently personal and differentiated.

Personalization 339

Personalization Marketing Customer Service Customer Experience 339

ShepHyken

OCTOBER 19, 2021

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences. Businesses need to get to know and personalize the experience for both types of customers.

Personalization 190

Personalization Customer Experience Sales Customer Service 190

ShepHyken

AUGUST 18, 2020

Ask people who may not usually get asked. Know who your customers are, and once you do, you will be able to better market to them personally. Personalization will help your product sell. The more you give, the more you get. A great product or service alone is not enough to get and keep customers.

Feedback 302

Feedback Customer Service Personalization Customer Support 302

ShepHyken

OCTOBER 11, 2022

Personalized and timely gifts are an excellent way for employers to show they care for their employees as humans and that they want to invest in their work experience. Personalize gifts… When you receive gifts, the ones you will keep are those that resonate with you. Creating Employee Morale Through Gifting. New York Times ?bestselling

Morale 179

Morale SaaS Personalization Sales 179

ShepHyken

JULY 14, 2020

A good customer experience can help you better market your business and build your personal brand. When sending an email, there are three things you must get right: a great signature line, a great subject line and a timely response. Customer experience is more overarching and can include product packaging. Pay for the tools you need.

Self service 313

Self service Customer Service Customer Experience Marketing 313

ShepHyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 161

Transportation Advertising Analytics Chatbots 161

ShepHyken

MAY 29, 2023

There are two ways to get people more invested in a brand. First is the transactional way, such as getting customers to subscribe to a product. First is the transactional way, such as getting customers to subscribe to a product. Loyalty programs have now evolved to include enhancing the customer experience.

Airlines 156

Airlines Marketing Customer Experience Personalization 156

Steve DiGioia

SEPTEMBER 24, 2020

There are many “facts” in business and countless quotes and statistics are tallied-up each year. All this does is alienate us against the very person we’re indebted to. Without the customer, we may as well just sit home and read a fairy tale book because that’s the closest some will get to the “customer reality”.

Customer Service 310

Customer Service Banking Sales Personalization 310

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Get inside their hearts. ASSETS Your employees are not your most important assets.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

ShepHyken

JANUARY 14, 2020

Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication. Every organization’s goal should be to get their customers to say, “Wow, thank you!” Quotes: “The world is now on-demand and highly personalized.

Personalization 272

Personalization CRM Enterprise Customer Experience 272

ShepHyken

APRIL 2, 2019

Getting Service Right with Guest Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service , and Jeff offers immediately applicable advice on how to improve your customer service. The Interview with Jeff Toister: It’s difficult to not take angry customers personally.

Customer Service 317

Customer Service Personalization 317

ShepHyken

FEBRUARY 18, 2020

Customers want and expect a personalized experience. Microdata is specific to an individual person and can help you deliver the personalized experience that customers want. You must examine the operational side of your business and either eliminate or mitigate problems that get in the way of improvement.

Big data 290

Big data SaaS Employee engagement Customer Experience 290

ShepHyken

DECEMBER 8, 2020

Maintain communication to ensure they get the most value out of your products and services. Renewal isn’t the goal; the goal is helping the customer get the most value. Collect and use data to personalize and contextualize your interactions with your customers. Quotes: “Our goal shouldn’t be about the customer is buying from us.

Customer Service 222

Customer Service Sales Customer Experience Marketing 222

Beyond Philosophy

OCTOBER 13, 2022

Hannesson says Streem allows contact centers to bypass that authentication experience and quickly gets to the real problem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I didn’t know what the whatchamacallit was, but I knew it wasn’t working.

Customer Experience 222

Customer Experience Contact Center Engineering Scripts 222

Beyond Philosophy

JULY 27, 2023

However, it gets complicated, as many things we discuss here do. ” It’s in air quotes because he’s a fictional character. ” It’s in air quotes because he’s a fictional character. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Customer centricity 195

Customer centricity Personalization 195

CX Accelerator

OCTOBER 28, 2020

Track 2 - “Positivity” by Stevie Wonder ,, Stephanie Thum, CCXP quotes a line from the song, “Positivity, and that’s the energy the world needs.” Track 3 - “Get up, Stand up” by Bob Marley" “Get up, stand up, don’t give up the fight.” The question was, “What song sums up your aspirations as a CX leader?”. But what can I say?

Customer centricity 281

Customer centricity Personalization Customer Experience 281

ShepHyken

SEPTEMBER 8, 2020

Getting Inside Your Customer’s Imagination. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal. Secret #2: Grounding is about focus.

Customer Service 307

Customer Service Personalization Customer Experience 307

ShepHyken

JANUARY 30, 2023

Companies need to teach their customers the easiest and most frictionless way to get the answers they’re looking for. Quotes: “Your customers aren’t confined to one industry. How do you get executives to invest in customer experience? How do you calculate ROI in CX? Why is employee experience important?

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Nicereply

NOVEMBER 23, 2023

Quotes can be powerful reminders. They want quick solutions, personalized interactions, and genuine engagement. They want quick solutions, personalized interactions, and genuine engagement. Quotes can be powerful reminders. For those in the CX field, these quotes can serve as daily motivation.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

ShepHyken

NOVEMBER 15, 2022

Companies put a lot of focus into their onboarding process, but the end of the customer’s lifecycle tends to get ignored. We are in a digital world, and there are plenty of automated opportunities to make customers feel they are personally taken care of. Quotes: ? . Creating a Good Customer Offboarding Experience .

Personalization 156

Personalization Technology Customer Experience Customer Service 156