ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

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

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 375

Metrics Customer Service Consulting Consulting 375

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

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. And this part is important.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. That is part of customer service and experience.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

ShepHyken

FEBRUARY 14, 2023

When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. 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. It’s not even about you.

Surveys 372

Surveys Customer Service Marketing 372

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 207

Customer Service Customer Support Management Customer Experience 207

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

ShepHyken

NOVEMBER 27, 2023

When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. It understands what you really want and gives you better answers.

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

CCNG

JANUARY 31, 2024

Companies are redesigning the workplace as both remote and hybrid work are being cultivated. Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company.

CCNG 195

CCNG Self service Best practices Chatbots 195

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. That customer will then try to contact the company by phone.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

DECEMBER 14, 2023

In the late 90s, I thought I would get rich by eliminating humans in customer service. Every fancy company with the smartest people have predicted the death of the voice channel in the contact center and it is still the number one channel. Gartner says by 2027 chatbots like Chatgpt will answer 25% of all contacts. Very short.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

Beyond Philosophy

APRIL 11, 2024

To get us started with our answer, we turn to Eckhart Boehme , Founder and Managing Director of Unipro Solutions , who contacted us as part of our podcast’s “ None of Us Are as Clever as All of Us ” feature, where people submit their ideas, and thoughts, opinions, reports, statistics, or whatever else. It’s our job to determine what it is.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

JANUARY 8, 2024

How are large companies incorporating AI into their customer support platforms? How can AI help agents focus on high-value tasks in customer service? Companies have the opportunity to upskill their agents, providing them with the tools and training to resolve complex issues effectively, further enhancing the customer experience.

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

ShepHyken

JULY 29, 2020

If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. Think about why you like to do business with your favorite companies. By the way, it can be any type of company from any industry—from retail to hospitality to manufacturing and beyond. I want it to be good.

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

ShepHyken

JULY 14, 2021

Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. Both know the value of their customers hearing yes for an answer. The simple answer is, “No.” Is it possible?

Transportation 420

Transportation Customer Service Management 420

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Shep Hyken is a customer service and experience expert,? Will AI take over customer service?

Real estate 347

Real estate Self service Customer Service Technology 347

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. She quietly answered, “She is just lazy. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. What was it?

Customer Service 227

Customer Service Airlines Customer Experience Management 227

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust.

Chief Customer Officer 307

Chief Customer Officer Surveys Customer Service Customer Experience 307

ShepHyken

JULY 19, 2022

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. Top Takeaways: Customers who love using your products can be great resources to answer questions, resolve issues, and share experiences. How does the GigCX work?

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Too Few See the Real Benefit of AI In my experience, many organizations see cost-saving advantages to leveraging AI in customer service.

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

OCTOBER 9, 2023

This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. When AI detects that a customer is not getting the desired answer or experiencing difficulties, it can seamlessly transfer the conversation to a human agent who can provide further assistance.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. They no longer compare us to other companies in our industry.

Personalization 222

Personalization Self service Chatbots Customer Support 222

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Imagine that… A Top Five List!

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. Customers don’t like it.

B2C 312

B2C B2B Customer Service Customer Experience 312

ShepHyken

NOVEMBER 10, 2021

I can give you a fast answer or I can give you the right answer.”. She said that my problem was complicated, and while she could probably give me the answer that would make me happy in the short term, it was not a long-term solution. She was telling me that I wasn’t going to get my answer that day. Be honest about it.

Customer Support 362

Customer Support Customer Service Personalization 362

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. They no longer compare you to direct competition but to the best experience they have from any company or brand. My Comment: Smart companies are now using AI to help them understand customer behavior and preferences.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

A Better Answer

APRIL 22, 2024

Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. Embracing outsourced answering services not only elevates customer satisfaction levels but also significantly bolsters overall business performance.

outsourcing 86

outsourcing Answering services Enterprise Management 86

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. It was all about delivering great customer service, which was 90% of the customer experience.

Customer Experience 173

Customer Experience Customer Service Gamification Technology 173

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 293

Customer Service Employee engagement Customer Support Management 293

ShepHyken

DECEMBER 16, 2020

The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. It really doesn’t matter whether you know the company well or not.

Customer Service 372

Customer Service Personalization 372

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. You don’t need to answer me.

Customer Service 302

Customer Service Advertising Sales Marketing 302