ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 382

Customer Service B2C B2B Customer retention 382

Beyond Philosophy

MARCH 21, 2024

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. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. How has the ongoing digital evolution impacted how customers view patience today? Could NPS Detractors Be A Good Thing?

Customer Service 170

Customer Service Journey mapping Surveys Customer Experience 170

Beyond Philosophy

FEBRUARY 19, 2022

Key Ideas to Improve your Customer Experience. One of the overarching principles that guide your behavior when engaging with senior executives is to remember what matters to them most. We often mention getting inside the head of your customer and looking at the experience from their perspective. Executives live by numbers.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. One area this principle plays out in the real world is organ donation. Much of the world has had an opt out system for organ donation and with good reason. Samuelson, Zeckhauser, 1988).

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Beyond Philosophy

FEBRUARY 15, 2021

Wilson says her job is to guide more processes through a behavioral science lens beyond applying the principles in practice. Modeling is useful in a static environment, she says, but changing people’s behavior necessitates using behavioral science principles. Behavioral Science is a growing field in business.

Finance 221

Finance Consulting Consulting Metrics 221

Taylor Reach Group

MAY 11, 2021

This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. While Guiding Principles can be developed in isolation (i.e. What are Guiding Principles?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy #2: Your Customer Experience drives value for your organization. . Philosophy #2: Your Customer Experience drives value for your organization. .

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

MAY 19, 2022

So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . Last year, Apple increased its subscription service, and its services revenue went up 24 percent. Apple’s services segment is up to $19.5 We are in a bit of a subscription economy.

Accountability 221

Accountability Consulting Consulting Customer Experience 221

Interaction Metrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Whether you’re in B2B or retail, the six principles apply. As for the customer journey? Let’s get started!

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. ” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. ” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan.

Customer Service 210

Customer Service Government Coaching Customer Experience 210

Bill Quiseng

MARCH 1, 2021

Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 269

Customer Support Customer effort Self service Metrics 269

SharpenCX

SEPTEMBER 1, 2021

Soft skills make your agents human and play a huge role in delivering quality customer service. Let’s walk through 5 questions to ask in an interview to evaluate the skills of your potential hire. 5 Common Interview Questions. What does customer service mean to you? I don’t mean to spook you.

Call Center 128

Call Center Coaching Contact Center Feedback 128

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 177

Customer Service outsourcing Construction Feedback 177

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. I’m sure there would have been such people, and those would be the ones with good positions and wealth who had a lot to lose. So in the late 19th century there was a national uprising.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it.

Self service 203

Self service Banking Technology Customer Service 203

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. Describing the various principles of service within your company that each agent needs to uphold as they go about their jobs is undeniably important as part of the training process. Keep Things Practical. Provide Useful Feedback.

Best practices 182

Best practices Call Center Construction Feedback 182

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. Outside In: The Power of Putting Customers at the Center of Your Business”. Outside In ” is required reading for anyone interested in customer experience.

Customer Experience 117

Customer Experience Chief Customer Officer B2C B2B 117

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CSM Magazine

JULY 28, 2023

That’s the power of psychology in customer service. More and more businesses are turning to psychological principles to elevate their customer experiences to levels unheard of a decade ago. But how do they apply psychology in customer service? That warm feeling is what keeps customers coming back.

Customer Experience 52

Customer Experience Sales Personalization Customer Service 52

VirtualPBX

JANUARY 23, 2024

The trouble with cybersecurity is that it’s only ever as good as its weakest point. This is an extremely common result of cyber-attack, involving the unauthorized gathering of business data or confidential customer information through criminal means. Denial-of-service. Social engineering. Physical security breaches.

Call Center 98

Call Center Engineering Education Best practices 98

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 171

Customer Support Customer effort Self service Metrics 171

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Ideas sometimes seem good, but they aren’t.

Finance 195

Finance Engineering Best practices Call Center 195

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Customers want it and are expecting it.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

Fonolo

DECEMBER 15, 2020

Good companies survive them. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Every business is different, but we can use these principles to find the areas of our business that need addressing. How to Measure Customer Perception of Your Brand. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

Customers That Stick

AUGUST 19, 2015

From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. We don’t expect the same service from Burger King as we do from Spago. Bad experience.

Customer Service 163

Customer Service Wait times Management Customer Experience 163

JivoChat

FEBRUARY 13, 2023

There are several online courses available that aim at how to create campaigns that will help you convert leads into customers by creating attractive and compelling content and design for your emails. Emails are not only a sales tool but also a means to keep in contact with your customers and leads, providing them with high-quality content.

Marketing 75

Marketing B2B B2C Chatbots 75

The Petrova Experience

OCTOBER 6, 2022

Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects. The problem is, without customer insights input, you can’t design the passenger experience your travelers need. You can’t hold customer experience the way you can hold a light fixture.

Transportation 52

Transportation Engineering Journey mapping Customer centricity 52

Callminer

APRIL 21, 2020

Working 9 to 5 is good, but when you have the option to work from home, make sure that employees consider this option. Dylan is the Head of Growth Marketing at Netomi , a Conversational AI for Customer Service company. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

ProProfs Blog

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

Call Center Weekly

APRIL 6, 2018

And they treated me like a number instead of a customer. In my upcoming book, out this fall (I am still arguing with my editor over the title), I look at sales by what I call the BLEND principle. Each of the 5 elements above require you to slow down and truly concentrate on each customer at a time. I made eye contact. “Do

Sales 136

Sales Scripts Personalization Customer Experience 136

Nicereply

APRIL 26, 2023

Unlock your support team’s potential and deliver exceptional customer service with these 8 expert tips for ticket management. Replying to your customers in a friendly and helpful way— while solving their problems —is the most direct way to provide that great experience. Automate as much as possible 5. Keep experimenting!

Management 52

Management Chatbots Customer Support Customer Service 52

Fonolo

OCTOBER 4, 2018

Ford dreamed of an inspired business built upon customer-first principles and propelled by innovation. As history shows us with the Ford legacy, forward-thinking businesses with inspiration as a core part of their mandates yield inspired workforce, higher employee productivity, and increased customer loyalty.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101