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This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. MORE
You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. MORE
ViiBE’s video-assistance technology dedicated to helping desk support in call centers is proud to partner with Zendesk. MORE
Links to loyalty. In 2020, having a CX strategy is key, as customers are more selective with their loyalty. They are not asking for much, but they do expect timely, personal, and positive customer service. MORE
The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. MORE
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. MORE
We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. MORE
289 With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. MORE
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. MORE
Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. MORE
This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. 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? MORE
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. MORE
If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. MORE
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software. MORE
Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. MORE
Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. MORE
This week, ViiBE co-founder and CEO Marc Prempain was pleased to participate in a live Q&A with Zendesk Startup Centra l where he discussed how ViiBE’s web technology has revolutionized remote assistance, and where industry trends are leading this technology. MORE
Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. MORE
Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. MORE
I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. MORE
This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. MORE
Customer service, field service, and human resource organisations have begun introducing augmented reality (AR) technology with remarkable results. Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including. MORE
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. MORE
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. MORE
Introduction. There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Some companies have altogether gotten rid of classic phone support in favour of new chat options. MORE
The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. MORE
Often being seen as more important than the price of the product, customer experience reigns supreme. By creating a personalized support experience, co-browsing dramatically increases consumer satisfaction. Additionally, co-browsing helps streamline KPIs thus decreasing costs. MORE
Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach. MORE
What is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls. MORE
When looking for a best in class AR remote assistance tool, industry leaders turn to ViiBE’s video call Zendesk integration. ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. MORE
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. MORE
What is field service management? Field service management (FSM) is an umbrella term for how a company directs its field operations. Field service management extends to scheduling services, dispatching technicians, tracking job statuses, invoicing and billing, and interacting with clients. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. “I I Wish the CEO Would Try and Open This F@#!* MORE
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