ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer centricity 211

Customer centricity Morale Feedback Customer Experience 211

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? How can companies design experiences to enhance customer retention and acquisition?

Customer retention 194

Customer retention Analytics Customer Experience Customer Service 194

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat. The customer wants success, not pain.” . There is no need for this. .

Average Handle Time 381

Average Handle Time Metrics Customer Support Customer Service 381

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. When you sell a good product, the price is less relevant. My comment: This is customer service 101. If you have the best BBQ but treat people with disrespect, you won’t be nearly as successful. I live in St. Be nice to everyone. It’s the basics.

Customer Service 304

Customer Service Marketing Customer Experience 304

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

Chief Customer Officer 364

Chief Customer Officer Customer Service Best practices Contact Center 364

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Education 321

Education Personalization Customer retention Sales 321

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. In other words, focus on building your soft skills and delivering great customer service.

Coaching 316

Coaching Customer Service Personalization Customer Experience 316

ShepHyken

AUGUST 16, 2023

There was one customer ahead of me in the drive-through lane. Second, it’s just not safe to have one employee in the store, let alone late in the evening. At some point, you must trust your employees to do a good job. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

SEPTEMBER 29, 2021

Sometimes they try to out-service their competition. I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. They became so good that other companies, completely unrelated to the hardware and home improvement industry, wanted to learn their secrets. .

Customer Service 390

Customer Service Customer Experience 390

ShepHyken

SEPTEMBER 18, 2020

He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 309

Feedback Customer Service Surveys Accountability 309

ShepHyken

JUNE 8, 2021

They discuss how to stress test your business in the good times so that you are empowered to provide a great experience to your clients even in the bad times. Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. That’s amazing!”,

Marketing 252

Marketing Customer Service Personalization Management 252

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Customer Service 266

Customer Service Education Customer Experience Personalization 266

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? What you need is a bullet point list of all the places customers interact with you.

Customer Service 396

Customer Service Journey mapping Customer Experience 396

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 153

Customer Service B2B B2C Engineering 153

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? As she moved into this role, she realized the opportunities that would come from providing a better customer experience.

Customer Service 396

Customer Service Customer Experience Management 396

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. CMSWire) ECM and content services, while related, are not the same. CMSWire) ECM and content services, while related, are not the same. Forget Employee Experience.

Customer Service 340

Customer Service Best practices Marketing Customer Experience 340

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

NOVEMBER 27, 2019

People need to be recognized for their contribution to the team’s success. The idea of praising people for the good job they do is powerful. He believed that based on the information he had from his team of experts that the invasion would be successful. As I look at successful people, I notice something they have in common.

Personalization 368

Personalization Customer Service 368

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. This means that providing great service is no longer a unique selling point.

Customer Service 162

Customer Service Marketing Personalization Management 162

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

Steve DiGioia

NOVEMBER 8, 2022

And tried to be a good “student.” RELATED POST: 5 Things Pro Wrestling Teach Us About Customer Service. But you can emulate the superstar’s methods and copy some of his actions and try to replicate the same success. RELATED POST: He’s So Darn Good The Competition Wants to Steal Him. Watched hours of match videos.

Customer Service 182

Customer Service Personalization 182

Steve DiGioia

NOVEMBER 13, 2017

The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. You won’t be successful if you let others walk all over you – but you can’t help it, it just happens…. They are individuals who give of themselves and ensure the customer experience is second to none.

Customer Service 387

Customer Service Customer Experience Personalization 387

Bill Quiseng

DECEMBER 6, 2023

As a leader, don’t be just good to your employees. Don’t just be good. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service 98

Customer Service Chatbots Technology Sales 98

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. So, I wish you GREAT happiness, kindness, enthusiasm, and success. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good. Be GREAT out there!

Customer Service 78

Customer Service Customer Experience 78

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

TeamSupport

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. Ultimately, the more effort and focus a business puts into providing quality customer service, the more the business benefits.

Customer Service 98

Customer Service Customer retention Customer Support Customer centricity 98

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

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

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Personalization Marketing 116