ShepHyken

OCTOBER 4, 2019

What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands.

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

ShepHyken

DECEMBER 27, 2019

The post Guest Blog: Five Tips to Providing a Five Star Experience appeared first on Shep Hyken. This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. Be Anticipatory.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

NOVEMBER 22, 2019

The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. It’s not enough to have a great product—that product also has to come with great customer experience. Given all this, it certainly seems like customer support teams have their work cut out for them.

Customer Support 347

Customer Support Multi-channel support voip Benchmark 347

Cisco - Contact Center

MARCH 19, 2024

I know how you feel; I started my career at Cisco in the Technical… Read more on Cisco Blogs Have you ever considered pursuing a career in information technology (IT) or IT support but found yourself unsure of where to start?

Technology 98

Technology 98

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. Customer churn does not just mean the loss of revenue.

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

ShepHyken

SEPTEMBER 8, 2017

There are different types of customers and it’s important to know how to deal with each one. – Shep Hyken. I have to be honest, answering support tickets or doing customer service isn’t the most thrilling job on earth but if you’re part of a startup or small business and you lack resources, you have no choice but to do it. Just hang in there.

Airlines 396

Airlines Advertising Big data Marketing 396

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Enterprise 299

Enterprise Coaching Personalization Customer Experience 299

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise! Shep Hyken .

Advertising 293

Advertising Entertainment Marketing Personalization 293

Steve DiGioia

FEBRUARY 7, 2022

appeared first on Steve DiGioia Customer Service Blog. There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this?

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

AUGUST 9, 2019

The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. To succeed in a highly competitive world, you don’t need customer but fans ! Now how do we make fans? I’d say, you need to level up your game. Focus on Your Offerings. To find out more visit www.happionaire.com.

Feedback 291

Feedback Sales Accountability Personalization 291

JivoChat

OCTOBER 26, 2022

Are you looking for blog name ideas to start publishing your articles on the internet? How your blog will be called should be aligned with how you want your brand to be perceived. Check out the blog to know more about it: How to Choose a Blog Name. Check out the blog to know more about it: How to Choose a Blog Name.

Engineering 75

Engineering Enterprise Personalization 75

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Shep Hyken . If so, how would you do it?

Customer emotions 316

Customer emotions Management Banking Personalization 316

Callminer

DECEMBER 26, 2022

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.

Best practices 182

Best practices 182

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. The post Guest Blog: “We Hate ‘dat Letter” appeared first on Shep Hyken. It’s a great example of how not to give excellent customer service!

Morale 271

Morale Coaching Customer Service Customer Experience 271

Tethr

DECEMBER 5, 2022

In this blog on IVR data and customer loyalty, we discuss whether your reason codes are useful or if they're just clouding the waters.

Interactive Voice Response 62

Interactive Voice Response 62

Beyond Philosophy

MAY 11, 2023

I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. Now, obviously, the words have an implied definition. This first one is from HubSpot.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

ShepHyken

JANUARY 25, 2019

The post Guest Blog: Rhyme Your Way to Customer Satisfaction appeared first on Shep Hyken. The “fear” that may permeate a customer-exchange will seldom be experienced by you, the company’s representative. Most often, it will be the caller experiencing some measure of fear—usually fear that he will not have concerns addressed.

Scripts 288

Scripts Education Best practices Personalization 288

ShepHyken

MAY 31, 2019

The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Read the article on its blog here.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. The post Guest Blog: Persona-lizing the Customer Experience appeared first on Shep Hyken. Shep Hyken.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. Element #1: Fast.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

Cisco - Contact Center

DECEMBER 7, 2023

However,… Read more on Cisco Blogs IT leaders face the challenge of managing a growing set of often disparate technologies and successfully delivering them to a wide audience of end users who demand simple experiences.

Technology 83

Technology Management 83

ShepHyken

APRIL 5, 2019

The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. In the age of customer experience, chatbots could be a powerful new way for businesses to differentiate themselves and capture the attention of their target market. It’s time to discover the real value of the bot.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

ShepHyken

OCTOBER 12, 2018

The post Guest Blog: What Time Does Amazon Close? After washing my hands in the master bathroom sink, I noticed water dripping out of the cabinet doors under the sink. The elbow drain trap was cracked and had a small leak. I knew it would be an easy Saturday morning repair if I had the right PVC part. It was 10 pm! It is about convenience.

Banking 232

Banking Government Customer Experience Management 232

ShepHyken

AUGUST 2, 2019

The post Guest Blog: The Importance of First Impressions in Customer Service appeared first on Shep Hyken. This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers.

Customer Service 275

Customer Service Customer Support Personalization Management 275

Steve DiGioia

OCTOBER 31, 2021

appeared first on Steve DiGioia Customer Service Blog. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts. Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next.

Customer Service 182

Customer Service 182

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. But not all businesses can boast of loyal customers. Solve Their Problems.

CRM 273

CRM Personalization Engineering Enterprise 273

Cisco - Contact Center

FEBRUARY 29, 2024

In fact, according to IoT Analytics, a global research firm, the IoT market will grow at a… Read more on Cisco Blogs Internet of Things (IoT) remains one of the stronger markets in which customers are considering investing.

Technology 94

Technology Analytics Marketing 94

ShepHyken

JUNE 7, 2019

A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans. Smartphones and other internet-enabled mobile devices have transformed our ability to access and act on information.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Do you speak Internet? Yes, it enables you to chat across various mediums. or humorous GIF.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

FEBRUARY 22, 2019

The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I happened to be a lucky recipient, as my close friend who spells her name as Stacey (with an “e”) did not receive a box.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. The post Guest Blog: Why Customer Satisfaction Is a Myth appeared first on Shep Hyken. There is a big difference between satisfied customers and loyal customers.

Customer emotions 306

Customer emotions Marketing Customer Experience Customer Service 306

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. This article shares some powerful statistics that will make you sit up and take notice. Shep Hyken . And their numbers are constantly increasing. Convincing, right? What’s the take-away here?

Education 296

Education Marketing Management Customer Service 296

ShepHyken

JUNE 28, 2019

The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

OCTOBER 26, 2018

The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken. I arrived at the hotel in a downpour, perhaps a foreshadowing of what was to come. I left my bags, a dry-cleaned shirt, and suit at the bell stand and then headed to a meeting. Less than an hour later, my luggage and suit were MIA.

Consulting 275

Consulting Consulting Sales Marketing 275