ShepHyken

APRIL 22, 2024

I have added my comments about each article and would like to hear what you think too. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. I believe we control our destiny much more than anybody else can do anything to us,” he says.

Customer Service 198

Customer Service B2B B2C Advertising 198

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. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting.

Customer Service 348

Customer Service Coaching 348

ShepHyken

SEPTEMBER 1, 2021

I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local.

B2B 355

B2B Healthcare Customer Experience Customer Support 355

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? This is just to get you thinking about how good you really are. This is just to get you thinking about how good you really are. Our customers would get callbacks and email replies within two hours. .

Customer Service 419

Customer Service Customer Experience 419

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. This is what great salespeople do to prepare for a meeting with a customer or client. So, maybe the story I’m about to share isn’t truly the worst sales call ever, but it was really bad. No doubt, the product would be better for us.

Sales 355

Sales Enterprise Customer Service Personalization 355

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Consulting 420

Consulting Consulting Personalization Accountability 420

Beyond Philosophy

MAY 9, 2020

In this episode of The Intuitive Customer podcast, we speak to our guest Brian Ahearn, CMCT ® , Chief Influence Officer at Influence People about Cialdini’s Six Principles of Influence. We discuss how you can use them to create the experience you want that will deliver the customer-driven growth you need.

Consulting 317

Consulting Consulting Personalization Customer Experience 317

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 192

Customer Service Surveys Customer Experience Sales 192

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Let’s assume that at least two airlines meet my needs and have availability. Think about it another way. We want them to get us to our destination safely and on time.

Personalization 432

Personalization Airlines Customer Experience Surveys 432

Concentrix

JANUARY 30, 2024

COME SEE US! CCW Berlin 2024 Find out about the latest CX trends and tech innovations presented by the best experts on stage at the CCW, where Concentrix + Webhelp will also showcase our latest solutions. Design, build, and run the future of CX with us!

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ShepHyken

APRIL 26, 2021

I have added my comment about each article and would like to hear what you think too. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Brian Solis has a compelling article about this very topic.

Customer Service 335

Customer Service First call resolution Contact Center Engineering 335

ShepHyken

NOVEMBER 13, 2023

I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. My Comment: This is an excellent article using CX to enhance your brand.

Customer Service 143

Customer Service Surveys Customer Care Customer Experience 143

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon.

B2C 162

B2C B2B Education Customer Service 162

ShepHyken

NOVEMBER 9, 2022

Did he really have an empty chair in his meetings to represent the customer? The gist of it was that we should be so good that a customer would never need to call us for customer support. So, Price became part of the executive team that would meet with Bezos on a regular basis. Bezos loved the response, and he was hired.

Customer Service 174

Customer Service Customer Support Customer Experience 174

ShepHyken

AUGUST 26, 2020

I was on a Zoom meeting with some of my colleagues in the speaking profession. In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more. The challenges that are presented to us at this time.

Personalization 252

Personalization Customer Service Marketing 252

ShepHyken

OCTOBER 23, 2019

Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We enjoyed the speakers in the morning session, and after about two hours, it was time for a break. More than 600 of us got up to stretch our legs and, as most might do after a morning session preceded with coffee, head to the restroom.

Customer Service 251

Customer Service Customer Experience 251

ShepHyken

SEPTEMBER 7, 2020

I have added my comment about each article and would like to hear what you think too. We need to hang on to our customers’ is reverberating around boardrooms all over the country right now. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more.

Construction 230

Construction Customer Service Feedback Customer retention 230

ShepHyken

AUGUST 9, 2021

I have added my comment about each article and would like to hear what you think too. Think about a memorable experience you’ve had with a company. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience. Can you meet it? Why does it stand out?

Customer Service 360

Customer Service Benchmark Customer Experience Surveys 360

ShepHyken

JANUARY 27, 2021

More than ever, our customers need to feel a connection. That brings us to the goldfish. I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. He admits to that the first time he meets with the team. Actually, it was a fish: a goldfish.

Coaching 346

Coaching Customer Support Customer Service Marketing 346

Beyond Philosophy

MAY 7, 2022

If our experience tells us anything, it’s that you probably aren’t, which can degrade the quality of the insights available to you. Verint is an expert in the Voice of Customer and have been for over 25 years. 12:51 Colin asks Fleischaker how this influx of data used with Customer Science has changed marketing.

Consulting 195

Consulting Consulting Enterprise Analytics 195

ShepHyken

DECEMBER 8, 2020

Success is about proactive outreach, whereas service is reactive. Collect and use data to personalize and contextualize your interactions with your customers. It’s still about helping customers through their entire journey, but individual needs may have changed. Our goal should be about them getting value.”.

Customer Service 224

Customer Service Sales Customer Experience Marketing 224

ShepHyken

DECEMBER 28, 2020

I have added my comment about each article and would like to hear what you think too. My Comment: Here is a fascinating article about loyalty and the customer experience. CMO) CMO asks the experts about the customer experience trends heading towards marketers and CX professionals in 2021. Corbin Murakami, Sr.

Customer Service 349

Customer Service B2B Customer Experience Marketing 349

ShepHyken

MAY 31, 2021

I have added my comment about each article and would like to hear what you think too. Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. by Stephanie Falkner.

Customer Service 326

Customer Service Chatbots Customer effort Scripts 326

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Beyond Philosophy

NOVEMBER 14, 2020

Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience. To discuss this further contact us at www.BeyondPhilosophy.com. This episode of The Intuitive Customer, for starters. Key Takeaways.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

AWS Machine Learning

APRIL 18, 2024

You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up. Everything you need is provided as open source in our GitHub repo.

APIs 115

APIs Accountability Analytics Entertainment 115

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Business meetings: Before: Scheduled all my meetings at coffee shops and restaurants. Now: Schedule online meetings. Written by Nick Glimsdahl.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

ShepHyken

NOVEMBER 1, 2020

I have added my comment about each article and would like to hear what you think too. My Comment: Lately, I’m asked about how customer service has changed during the pandemic. Who would have thought that we’d ever have to be overtly transparent about our health and safety guidelines? But how about customers?

Customer Service 260

Customer Service Customer Support Self service Customer Experience 260

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. Our solution is easily customizable to meet the specific needs of any provider, ensuring a scalable and efficient rollout of fiber services.

Self service 124

Self service APIs Upselling Contact Center 124

ShepHyken

NOVEMBER 1, 2021

I have added my comment about each article and would like to hear what you think too. But all of that expense–it’s the cheapest way to spread the word about what you do. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. Here are my top five picks from last week.

Customer Service 192

Customer Service B2B B2C Personalization 192

ShepHyken

FEBRUARY 18, 2020

You must use those insights to drive positive change within your organization. Learn how to “fish the big data lake” so you can pull out useful pieces of information about your organization, its processes, and the customer experience. Trust is about setting expectations and delivering on those expectations.

Big data 292

Big data SaaS Employee engagement Customer Experience 292

ShepHyken

OCTOBER 12, 2020

I have added my comment about each article and would like to hear what you think too. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending. Word-of-Mouth marketing, as it is called, is about others testifying on your behalf.

Customer Service 194

Customer Service Airlines Customer Experience Marketing 194

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. You’re a CSR, and there’s so much you hate about your job. We find out.

Technology 76

Technology Coaching outsourcing Customer centricity 76

ShepHyken

MAY 4, 2020

I have added my comment about each article and would like to hear what you think too. Josh Linkner) With glimpses of hope that our economy will reopen in the coming months, it’s time to start thinking about our businesses in a post-pandemic landscape. He even gives us questions that will fuel the conversation.

Customer Service 239

Customer Service B2C B2B Contact Center 239

VirtualPBX

AUGUST 10, 2023

” Meeting Reminder: “Hi team, just a friendly reminder about our virtual meeting at [time]. Let’s discuss next steps in our call tomorrow.” Your health is our priority.” Please let us know if you have any concerns.” Looking forward to your insights!”

Healthcare 98

Healthcare Call Center Accountability Surveys 98

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. I met Rodney at a conference where I was speaking about customer service.

Customer Service 328

Customer Service Management 328

ShepHyken

SEPTEMBER 6, 2022

But, what most companies aren’t asking is: Why do they need to contact us? Recognize these comments as opportunities to improve and meet your customer’s expectations. The best thing to do for our customers is to set up everything so well that they don’t need to contact us for help and support.”. “It Your Customer Rules!

Consulting 162

Consulting Consulting Customer Experience Customer Service 162