Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. Deliver on your promises.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them.

Customer Service 642

Customer Service Feedback Customer Experience Marketing 642

ShepHyken

MARCH 26, 2024

Perhaps it was a person who was helpful, knowledgeable, and friendly, which, by the way, are the three experiences customers say are most likely to get them to come back, according to our 2024 CX research (sponsored by RingCentral ). They made your experience enjoyable and easy. The point is that simple is usually not easy.

Entertainment 217

Entertainment Education Personalization Customer Service 217

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Is Customer Empowerment the New Customer Engagement?

Customer Service 194

Customer Service Airlines Self service Customer Experience 194

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. What do you think if I yell at them? First, “The squeaky wheel gets the oil,” which means if you make enough noise, you might get some action. Be direct about the problem, but don’t lose your temper.

Customer Service 340

Customer Service Customer Support Customer Experience 340

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Employee experience is as important as customer experience. It doesn’t stop when you’re already great.

Customer Experience 217

Customer Experience B2C B2B Customer centricity 217

ShepHyken

DECEMBER 28, 2022

Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. . Demonstrate your knowledge and expertise. They are people. .

Customer Service 328

Customer Service Personalization Accountability Sales 328

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. You can try calling back and perhaps another office will have a supervisor.” Give inconsistent or incorrect answers to customers.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. Sometimes difficult customers aren’t angry. So, after you read this, I urge you to go back and read the original article. That will never make a customer happy.

Management 430

Management Customer Service 430

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. You can simply read these predictions or take action on them. (I I hope you choose to take action!) Smarter Customers This is the same prediction I’ve started with for several years.

Customer Service 236

Customer Service Customer retention Customer Experience 236

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.

Personalization 258

Personalization Customer Service 258

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. This motivates them to come to work and helps keep them employed with you.

Customer Service 371

Customer Service Customer Experience 371

ShepHyken

FEBRUARY 14, 2023

Do you remember being asked, “What do you want to be when you grow up?” It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

Surveys 376

Surveys Customer Service Marketing 376

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” Don’t bog the customer down.

Banking 217

Banking Customer Service Customer Experience 217

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Free coffee – Nothing says “I love you” more than a Starbucks gift card. That can cause customers to leave as well.

Morale 308

Morale Customer Service Employee engagement 308

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. Thank you in advance. . Do you have the same number of employees, or did you cut employees because of the pandemic? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? .

Customer Experience 415

Customer Experience Feedback Customer Service Personalization 415

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. Here we go: .

Customer Experience 340

Customer Experience Customer Service B2C Self service 340

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. It’s all about understanding the problem and outcomes your customers are trying to achieve.”

Customer Experience 236

Customer Experience Customer Service 236

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Customers don’t just compare you to other companies within your industry.

Automotive 318

Automotive Airlines Benchmark Service level 318

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers want the attention on them—and they’re willing to walk if they don’t get it. Here are my top five picks from last week.

Customer Service 181

Customer Service B2C B2B Customer Experience 181

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. Next thing you know, it’s published and has become a real holiday in the business world!

Feedback 381

Feedback Surveys Customer Service Sales 381

ShepHyken

MAY 11, 2021

Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . When we don’t satisfy our customers sooner (or soon enough), they walk. . Customer service is not just about responding to a complaint.

Scripts 431

Scripts Customer Service Customer Experience 431

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. If you want to experience Slutsky’s creativity, you can listen to the entire message by clicking here. How do you handle the friction points in your business to provide a frictionless customer experience?

Wait times 385

Wait times Marketing Customer Experience Customer Service 385

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. They are your true north.” They are your true north.”

Best practices 222

Best practices Customer Experience Technology Customer Service 222

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? And how do you do that? That’s a 57% gap!

Chief Customer Officer 309

Chief Customer Officer Surveys Customer Service Customer Experience 309

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 156

Customer Service Advertising B2C Big data 156

ShepHyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Typically, the word they is used to describe the individual who helped the customer. They can confirm your reputation – or not. They can deliver on your brand promise – or not. Or, they can reflect the values of your company – or not.

Brand ambassadors 294

Brand ambassadors Customer Service Personalization 294

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. It also helps experienced customer service pros refresh their skills.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

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. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. Be GREAT out there!

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Personalization 107

Personalization Sales Scripts Contact Center 107

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. FMs and the applications built around them represent extremely valuable investments for our customers. At AWS, our top priority is safeguarding the security and confidentiality of our customers’ workloads.

Engineering 115

Engineering Personalization Accountability Customer Experience 115

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106