ShepHyken

JULY 24, 2019

You put the card in the wrong way.” Holding her ground, she said, “Well, you did it wrong.”. In the short time I interacted with this woman, she told me the problem was my fault and I was wrong. In the short time I interacted with this woman, she told me the problem was my fault and I was wrong. The screen read, “Error.

Customer Service 321

Customer Service Customer Care 321

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

AUGUST 27, 2022

Unfortunately, intuition isn’t always right. Key Ideas to Improve your Customer Experience. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why. Please tell us how we are doing!

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

SEPTEMBER 2, 2023

We can always tell whether something is a good or bad deal. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. There are three basic ways that customers evaluate your prices. Since we don’t always do the math, it works.

Customer Experience 195

Customer Experience 195

ShepHyken

NOVEMBER 28, 2023

It was half right. 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. The lesson we take from this is that what’s easy for one person is not always easy for another. I recently bought a software solution.

Technical Support 217

Technical Support Education Advertising Customer Service 217

Beyond Philosophy

AUGUST 22, 2020

Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Key Takeaways.

Consulting 338

Consulting Consulting Customer Experience Sales 338

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Get Communication Right . Voice and Video Calls .

Customer Service 333

Customer Service Morale Management Customer Support 333

ShepHyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. He taught several lessons that day, but the one that stood out was how he handles angry customers. His manager taught him how to respond to a disgruntled customer. The sauce didn’t taste right.

Customer Service 188

Customer Service Management 188

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.

Personalization 153

Personalization Customer Service Customer Experience 153

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. When personalization is used correctly, customers feel as if you recognize them. For example, if you’ve ever talked to a customer service agent who uses your name repeatedly to the point that it seems disingenuous, the effort to personalize fails.

Personalization 156

Personalization Upselling Sales Customer Service 156

ShepHyken

NOVEMBER 28, 2023

It was half right. 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. The lesson we take from this is that what’s easy for one person is not always easy for another. I recently bought a software solution.

Technical Support 168

Technical Support Education Advertising Customer Service 168

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 348

Customer Service B2B Best practices Customer Experience 348

Beyond Philosophy

AUGUST 27, 2020

Many decisions that we make in life are subjective, without a “right answer.” However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions. We discussed Focalism in a recent podcast and how it works in our decision-making.

Consulting 420

Consulting Consulting Customer Experience Management 420

ShepHyken

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.”

Customer Service 162

Customer Service Marketing Customer Experience 162

Beyond Philosophy

AUGUST 3, 2023

Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel. I’ve always sat down with my direct reports and asked them effectively, “So where do you see yourself being in five, ten years’ time? However, flexibility is essential.

Sales 195

Sales Management Marketing Consulting 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

FEBRUARY 16, 2023

Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I didn’t want to make the wrong decision, but I had no idea how to make the right one. Without that understanding, how could I sort through the options and know what was the right choice?

Consulting 195

Consulting Consulting Marketing Management 195

ShepHyken

OCTOBER 2, 2019

I’m always impressed when people and companies stand behind their product. For the restaurant, that meant taking care of an experience that completely went wrong. I don’t always agree with that philosophy—giving something away for free to correct a bad experience. The food took a long time to get to the table.

Management 320

Management Customer Service Customer Care Customer Experience 320

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. As a customer, I expect a basic minimum such as: The product or service should work as expected. According to Deloitte, in their paper, “ The True Value of Customer Experiences ”. They are so right. And customers have other expectations from their service provider.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 211

Customer Service Customer Experience Surveys Management 211

ShepHyken

JANUARY 8, 2021

According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres. Contact centres have been at the forefront of advancements in customer-facing communication technology.

Interactive Voice Response 346

Interactive Voice Response Customer centricity Consulting Consulting 346

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” Unfortunately, I always disappoint them. Unfortunately, I always disappoint them. There is no silver bullet solution for improving Customer Experience. What they’re after is a silver bullet.

CRM 195

CRM Sales Customer Experience Management 195

Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Please tell us how we are doing!

Consulting 274

Consulting Consulting Surveys Customer Experience 274

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 274

Airlines Feedback Self service Best practices 274

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Seems like a lot to have weighing on your shoulders, right?

Customer Service 317

Customer Service Employee engagement Morale Feedback 317

Beyond Philosophy

NOVEMBER 5, 2020

Negativity Bias exists because we worry about what could go wrong instead of what could go right. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star?

Consulting 326

Consulting Consulting Advertising Best practices 326

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Brand ambassadors 175

Brand ambassadors B2C Customer Service B2B 175

Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well.

Customer centricity 244

Customer centricity Morale Finance Education 244

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

CX Accelerator

OCTOBER 28, 2020

I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

Customer centricity 281

Customer centricity Personalization Customer Experience 281

ShepHyken

MARCH 3, 2020

The Radical Relevance of Customer Experience. They discuss his new book, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients , and how companies can create the message that best defines their customer experience. Always give your customers a seat at the table.

Marketing 247

Marketing Customer Experience Customer Service 247

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Wait times 274

Wait times Customer Service Personalization Management 274

Call Center Weekly

SEPTEMBER 12, 2018

Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. The young woman had no experience in customer service, but was up for the challenge. I mean, they are just people, right? The customer stated, "I have a huge problem. Day one done.

Customer Service 190

Customer Service Customer Experience 190

ShepHyken

MAY 24, 2017

He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. However, as just mentioned, that may not always be the case, especially when it comes to business and customer service. How’s the food?”

Customer Service 304

Customer Service Customer Experience 304

Steve DiGioia

JANUARY 17, 2022

One always asks for directions (or at least is not hesitant to ask). As you described the “job”, your employee nodded his head a few times then ended with “OK, I’ve got it and will start working on that right away” Great, thanks. There are 2 kinds of people. One never asks for directions.

Customer Service 291

Customer Service Management 291

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. Exceptional customer service is what makes the difference.

Customer Service 52

Customer Service Self service Feedback Customer Support 52