ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article opens with a reference to a Harvard Business Review article titled Stop Trying to Delight Your Customers.

Customer Service 222

Customer Service Best practices Education Consulting 222

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Numerous experts were consulted. This article should spark some ideas. Here are my top five picks from last week.

Customer Service 360

Customer Service Self service Consulting Consulting 360

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Customer Service 167

Customer Service Customer retention Analytics Surveys 167

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Here are my top five picks from last week. But what if we reframed that statement?

Construction 229

Construction Customer Service Feedback Customer retention 229

The Petrova Experience

APRIL 3, 2024

And why customer experience consultants are the secret weapon that help agencies meet mandates for quality interactions with passengers, patients, and guests. As customer experience consultants, we often help clients recover from a customer service only mentality that drives investment exclusively into this one step of the journey.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 120

Customer Service Contact Center Self service Consulting 120

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This week’s Top Five roundup will include articles with LOTS of content in the form of lists. Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. While the title of the article states this is a sound strategy for small and medium-sized businesses, the larger businesses should take note.

Customer Service 231

Customer Service B2B Consulting Consulting 231

CSM Magazine

OCTOBER 16, 2023

his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency. This article delves into the core services these consultancies provide and why they’re becoming an indispensable asset for modern businesses.

Consulting 52

Consulting Consulting outsourcing Employee engagement 52

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 375

Metrics Customer Service Consulting Consulting 375

DMG Consulting

SEPTEMBER 12, 2023

Insights from this analysis are combined with contextual information about the interaction and used to deliver the content, procedures, knowledge articles, scripts, and guidance to assist agents in real-time and drive positive outcomes.

Consulting 48

Consulting Consulting Marketing Average Handle Time 48

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article makes the point that trust is a defining piece of the customer experience. My Comment: Every day I read articles on AI.

Customer Service 218

Customer Service B2B B2C Consulting 218

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to enhance customer service with a consultative approach by Andrea Grodnitzky. This article brings that concept back.

Customer Service 161

Customer Service Consulting Consulting B2C 161

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. . In this article he covers different personalities, and why (or why not) they will talk about their experiences with you and your organization.

Customer Service 215

Customer Service Automotive Feedback Customer centricity 215

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: If employee engagement is important to you, then this may be one of the most important articles you read this year.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: After doing this “Top Five” for all these years, I realized none of my articles have ever been featured.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

JUNE 22, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The post 5 Top Customer Service Articles For the Week of June 22, 2020 appeared first on Shep Hyken. What do Gen Z shoppers really want?

Customer Service 140

Customer Service Consulting Consulting Customer Experience 140

Quality Contact Solutions

DECEMBER 31, 1969

Using a third-party telemarketing compliance consultant can provide the needed expertise on demand. Using a third-party telemarketing compliance consultant can help fill the gap. Using a third-party telemarketing compliance consultant will ensure that you have timely and formal documentation on your compliance efforts.

Telemarketing 63

Telemarketing Consulting Consulting Abandon rate 63

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer centric sales requires a more consultative approach, and sometimes means prioritizing help and advice over tying to make a speedy sale.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

DMG Consulting

SEPTEMBER 29, 2022

DMG Consulting Releases 2022 – 2023 Interaction Analytics for the Enterprise Report. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . Where: Available at the DMG Consulting online store. About DMG Consulting LLC. MEDIA ALERT. Background: .

Consulting 48

Consulting Consulting Enterprise Analytics 48

NobelBiz

JUNE 14, 2022

Because leaders can have blinders on and are not able to have a clear overview, consultancy can play and a big part in fixing this. The post VIDEO + ARTICLE: Happy employees make happy customers appeared first on NobelBiz®.

Best practices 52

Best practices Consulting Consulting 52

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. For example, if you work for a recruitment agency that helps people get placed in new jobs, you can send a personalized email welcoming all new clients to your company and offering links to articles about? first-round interview questions ?or

Consulting 334

Consulting Consulting Enterprise B2B 334

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Then read this article as the author shares some valuable tips from companies like Tesla, Amazon, Netflix and more.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Taylor Reach Group

JULY 4, 2018

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. Eliminates internal bias.

Consulting 109

Consulting Consulting Contact Center Call Center 109

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. Step Five: Consult to the Finish Line! But remember, as a consultant, you don’t want to give bad advice.

Consulting 62

Consulting Consulting Sales Analytics 62

Beyond Philosophy

DECEMBER 16, 2023

Qualtrics recent article, “ AI Will Revolutionize the Market Research Industry ” suggested a couple of thought-provoking stats I thought I would share: Threat or Boon? The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.

Consulting 195

Consulting Consulting Education Marketing 195

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. and the United Nations. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. Anthony Stephan and Amelia Dunlop from Deloitte Consulting explore how with the rise of customer experience it’s easy to forget that people are human first. .’

Customer centricity 84

Customer centricity Airlines Finance Technology 84

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Gary Williams is the Director of Sales and Consultancy at Spitch. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Interactive Voice Response 342

Interactive Voice Response Customer centricity Consulting Consulting 342

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. This portion of this blog post was based on an article from CustomerThink. 3 Consulting Strategies to Improve Call Center Performance.

Consulting 52

Consulting Consulting Call Center Calibration 52

Beyond Philosophy

JUNE 6, 2020

Gretchen Rubin, the author of The Happiness Project, wrote an article on Psych Central that details eight reasons that waits seem longer. The post Customer Waiting: The Psychology Of How To Manage For Great Results appeared first on CX Consulting. Years ago, David Maister wrote a paper called “ The Psychology of Waiting Lines.”

Management 342

Management Consulting Consulting Customer Experience 342

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. Daniel Bishop currently is the assistant editor and marketing consultant for ReallySimpleSystems, a CRM System that helps small businesses build long relationships, save time and make more sales.

Consulting 347

Consulting Consulting Sales Self service 347

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. In this article, we’ll look at ways to support your customers through the customer support channels most important to them. Read Shep’s latest Forbes article: Losing Customers? Social Media.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . In our business growth consultancy, we were working with a water utility to improve their customer experience. The HBR article is thought-provoking. The O2-Shaw Debacle. What underpins it is numbers.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’

Self service 397

Self service Consulting Consulting Surveys 397

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196