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ShepHyken
NOVEMBER 27, 2020
Shep Hyken discusses this in the blog, “How to Avoid Roadblocks to Great Customer Service” Don’t be afraid to ask your workers what you can do to eliminate bumps along the path from potential customers to happy, repeat clients.
ShepHyken
SEPTEMBER 14, 2018
The post Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business appeared first on Shep Hyken. 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.
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ShepHyken
SEPTEMBER 15, 2017
AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. The post Guest Blog: How Does AI Marketing Help Drive Customer Engagement? This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers.
ShepHyken
NOVEMBER 22, 2019
The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. What Are They Doing That Your Business Is Not?
ShepHyken
DECEMBER 27, 2019
The post Guest Blog: Five Tips to Providing a Five Star Experience appeared first on Shep Hyken. This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience.
ShepHyken
OCTOBER 7, 2016
This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! The post Guest Blog: “Good” vs. “Great” appeared first on Shep Hyken. Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.
ShepHyken
FEBRUARY 3, 2017
This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. The post Guest Blog: Kaleidoscope Service appeared first on Shep Hyken. Kaleidoscope service, I like it! Shep Hyken. When I grow up, I want to be a kaleidoscope! Kaleidoscopes are addictive. They make you privately ooh and ah as you turn the animator and behold the patterns of colorful glass that charm you.
ShepHyken
MAY 11, 2018
The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken. This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.
ShepHyken
JULY 28, 2017
The post Guest Blog: Becoming a Blockbuster? This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . Was this a typical Friday event for you and your family?
ShepHyken
OCTOBER 4, 2019
Dwayne likes drawing connections between different industries and entities while designing his blogs. The post Guest Blog: How to Engage Customers with Your Brand appeared first on Shep Hyken. This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement.
ShepHyken
DECEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleagues, Thomas A. The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Shep Hyken .
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ShepHyken
AUGUST 9, 2019
The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? The truth is that your business is built to serve customers hence customer satisfaction is one of your primary goals.
ShepHyken
MAY 19, 2017
The post Guest Blog: Speed Saves Relationships appeared first on Shep Hyken. This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review.
ShepHyken
JUNE 7, 2019
The post Guest Blog: Connect With Your Customers & Watch Your Business Grow appeared first on Shep Hyken. This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere.
ShepHyken
AUGUST 2, 2019
The post Guest Blog: The Importance of First Impressions in Customer Service appeared first on Shep Hyken. This week we feature an article by Ujebardha Bekolli who writes about the importance of the first impression. Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. The importance of first impressions. Customer service is one of the most important parts of doing business.
ShepHyken
MAY 31, 2019
The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken. This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.
ShepHyken
MAY 3, 2019
The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken. This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.
ShepHyken
DECEMBER 13, 2019
The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives.
ShepHyken
JUNE 28, 2019
The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.
ShepHyken
MAY 17, 2019
The post Guest Blog: Thank Your Customer With Actions Not Words appeared first on Shep Hyken. This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.
ShepHyken
APRIL 5, 2019
The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.
ShepHyken
NOVEMBER 25, 2016
This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. The post Guest Blog: “We Hate ‘dat Letter” appeared first on Shep Hyken. It’s a great example of how not to give excellent customer service! Shep Hyken .
ShepHyken
SEPTEMBER 16, 2016
This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. The post Guest Blog: Persona-lizing the Customer Experience appeared first on Shep Hyken. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.
Enghouse Interactive
FEBRUARY 9, 2021
Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents.
ShepHyken
MARCH 22, 2019
The post Guest Blog: Digitizing the Customer Experience Without Losing the Customer appeared first on Shep Hyken. This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. Shep Hyken.
ShepHyken
JANUARY 25, 2019
The post Guest Blog: Rhyme Your Way to Customer Satisfaction appeared first on Shep Hyken. This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.
ShepHyken
FEBRUARY 22, 2019
The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon.
ShepHyken
SEPTEMBER 6, 2019
The post Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect appeared first on Shep Hyken. This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.
ShepHyken
MARCH 8, 2019
The post Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight appeared first on Shep Hyken. This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.
ShepHyken
OCTOBER 20, 2017
The post Guest Blog: Assistive AI for Real Work appeared first on Shep Hyken. This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken. Enterprise-grade assistive AI initiatives are already in evidence across various industries.
ShepHyken
OCTOBER 26, 2018
The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken. This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? What about the service experience was extraordinary?
ShepHyken
NOVEMBER 23, 2018
He and his team share tips about customer service and communication on the Userlike Blog. The post Guest Blog: The 8 Elements of Customer Support Quality appeared first on Shep Hyken 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?
ShepHyken
DECEMBER 14, 2018
The post Guest Blog: Do customer experience teams take cyber security risks? This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Cyber security is no longer something that just IT teams need to worry about.
ShepHyken
SEPTEMBER 1, 2017
The post Guest Blog: Don’t Make Me Wait appeared first on Shep Hyken. This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken.
ShepHyken
JANUARY 3, 2020
Managing staff is far too big a topic for a single blog post. The Shep Hyken blog has some great resources on hiring the right staff and training them to become better problem solvers. The post Guest Blog: How to Use Gamification to Improve Agent Motivation appeared first on Shep Hyken.
ShepHyken
FEBRUARY 8, 2019
The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason.
ShepHyken
SEPTEMBER 21, 2018
The post Guest Blog: Which Road Is Your Customer Experience On? This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.
ShepHyken
NOVEMBER 29, 2019
The post Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience appeared first on Shep Hyken. This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience.
ShepHyken
JANUARY 18, 2019
The post Guest Blog: Are You Setting the Right Customer Experience Goals? This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.
ShepHyken
OCTOBER 18, 2019
The post Guest Blog: How to Turn Customer Service Mistakes Into Happiness appeared first on Shep Hyken. This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions.
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