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

ShepHyken

MARCH 31, 2024

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? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 201

Government Customer Service B2B B2C 201

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. We must return that trust with integrity, passion, relentless effort, and a sound process. We must return that trust with integrity, passion, relentless effort, and a sound process.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

CCNG

JANUARY 10, 2024

How does a company protect itself from litigation if agents have provided consumers with different information based on the day and time they called, emailed, or chatted with the company? If the information is constantly changing, a company must have an audit trail. Will they each get the same correct answer?

Technology 195

Technology CCNG Coaching Contact Center 195

ShepHyken

APRIL 1, 2024

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? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 190

Government Customer Service B2B B2C 190

ShepHyken

JANUARY 28, 2024

My Comment: I love learning from iconic companies, and this week, we start our Top Five roundup with one of the most customer/guest-focused companies on the planet, Disney. The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. Is this a failed experiment?

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Before we get into any of that, it is essential to remember that your brand is a tactic. Are you “in a pickle” at your company, too?

Customer Experience 195

Customer Experience 195

ShepHyken

JANUARY 4, 2023

We have an exciting year ahead of us. Here we go: . Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Happy New Year!

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

NOVEMBER 28, 2023

The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. We must keep that in mind. This example of easy is a simple way to emphasize that some of us assume others are as knowledgeable or have similar experiences as we do.

Technical Support 212

Technical Support Education Advertising Customer Service 212

ShepHyken

MARCH 17, 2021

It seems that most of the companies that customers love to do business with have something in common. What company doesn’t want that? The company recognized that it would cost more to ship to a residential address and took the time to call her and explain that changing the address could save her money. Her response was, “Wow!

Sales 429

Sales Customer Service Management Customer Experience 429

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. We used a seasonal lawn service from April through October each year. But that night it did.

Feedback 313

Feedback Customer Service Personalization Customer Experience 313

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

Beyond Philosophy

MARCH 7, 2024

We asked millions of questions from thousands of business people in hundreds of companies. Then, once we sorted through it all, we identified the Emotional Signature®. Over almost two decades, we have been gathering data about emotional influence on values. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. Eighty-seven percent of executives think customers highly trust their companies, but only about 30% of customers do. Here are six ways: Always Keep Your Promise – We start with a simple one. That’s a 57% gap!

Chief Customer Officer 307

Chief Customer Officer Surveys Customer Service Customer Experience 307

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005.

Technology 221

Technology Marketing Self service Customer Experience 221

ShepHyken

DECEMBER 15, 2021

Unfortunately, customers in both the B2C and B2B worlds are not having the experiences they’ve come to expect from some of the companies they enjoy doing business with. Companies are forced to skimp on quality and service, and that is causing frustration at all levels. The leaders at these companies don’t like it either.

B2C 312

B2C B2B Customer Service Customer Experience 312

ShepHyken

DECEMBER 25, 2023

Keep learning and looking for changes to enhance the customer experience. Keep learning and looking for changes to enhance the customer experience. Quotes: “Customers can behave differently from what we expect. Top Takeaways: The customer’s perception matters most. Then, correct and refine, and you will be rewarded.”

Multichannel 217

Multichannel Analytics Feedback Metrics 217

Beyond Philosophy

JULY 20, 2023

It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To Vitamin companies are not the only ones that struggle to differentiate themselves. Several vitamin companies offer B12 vitamins. There are hundreds of bloody vitamin options.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

Beyond Philosophy

JUNE 15, 2023

To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands. It’s interesting how we perceive brands, which are, at their core, a series of legalistic trademarks that companies have. Deliver on your promises.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

NOVEMBER 2, 2023

This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like. You’ve guessed it: your customers.

Sales 142

Sales Customer Service CRM Marketing 142

ShepHyken

NOVEMBER 28, 2023

The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. We must keep that in mind. This example of easy is a simple way to emphasize that some of us assume others are as knowledgeable or have similar experiences as we do.

Technical Support 167

Technical Support Education Advertising Customer Service 167

ShepHyken

NOVEMBER 21, 2023

First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. Don’t question it.

Airlines 207

Airlines Journey mapping Morale Customer Service 207

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. Plus, Alex shares what they are doing at Hire Horatio to attract, nurture, and keep the best people and create the best customer service and experience.

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

MARCH 2, 2022

I would agree that there is nothing you can do about being late in some cases, but there are steps you can take to keep your customer happy – at least somewhat happy. Keep the customer updated with ongoing messages as needed. . Never being late is the goal, and always keeping the customer informed is required. . It’s simple.

Surveys 357

Surveys Customer Service Customer Experience 357

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. But we believe it can, and should, be done. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

ShepHyken

OCTOBER 21, 2020

It’s okay to ask yourself, “What are they doing that we aren’t?” My suggestion is to go beyond the competition and look at the best companies from any and every industry. List your competitors and ask two questions: “What are we doing that they don’t do?” followed by, “What are they doing that we don’t do?” Make a list.

Real estate 379

Real estate B2C B2B Customer Service 379

ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. Because it works!

Customer Service 346

Customer Service Coaching 346

ShepHyken

JANUARY 6, 2021

Our customers keep getting smarter about customer service and experience. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. We found a whopping 96.2% That number will stay high and is more important than ever as we continue to navigate and come out of the pandemic.

Chatbots 423

Chatbots Surveys Self service Personalization 423

ShepHyken

MAY 26, 2021

This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. We agreed to meet on Zoom. After a few minutes of listening to him, I wondered if he knew what we did at Shepard Presentations, so I asked him. I was on time.

Sales 352

Sales Enterprise Customer Service Personalization 352

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. I’ve seen employees keep a note from their boss for years. A handwritten note of appreciation – This is powerful. Some even display it on their desks. But let’s end with a serious comment.

Morale 307

Morale Customer Service Employee engagement 307

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. We will try to respond as soon as possible. Not exactly.

Customer Service 376

Customer Service Customer Support Education Personalization 376

Bill Quiseng

APRIL 3, 2024

QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one. To the customer, you’re not a representative of the company. You are the company. Be the customer. Why isn’t it your job and why don’t you find the right person?” Be your employer.

Personalization 84

Personalization Customer Service Customer Experience 84

Bill Quiseng

DECEMBER 6, 2023

It is about how your employees FEEL about you and your company. Instead of saying, “We’ve always done it that way”, do better. FIND KEEP Your business success is not dependent on how many candidates you find. It’s all about how many employees you keep. Be GREAT out there! Don’t just be good.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

JustCall

FEBRUARY 9, 2024

It’s official and we can’t keep calm. We’ve been buzzing with excitement ever since we got news of being among the 50 Best Customer Service Products for 2024 by G2. We’ve clinched the 42nd spot this year, marking our second consecutive appearance on the list of top customer service products! Well, guess what?

Customer Service 78

Customer Service CRM Customer Support Sales 78

Fonolo

OCTOBER 20, 2022

Keeping your company’s data secure is essential, but it can seem like an overwhelming task. And employing the right solutions WILL keep your customers and your business safe. READ THE FULL GUIDE: Contact Center Security: A Guide to Keeping Your Data Safe. (It It won't cost you a penny, we promise.).

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146