ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 204

Customer Service Multi-channel support Customer Experience Personalization 204

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. How Stories Help in Business Storytelling applies to every aspect of your business. They are good at telling the story of how it all started with the organization. We love them in our news, in our dinner conversations, and even in our commercials.

Customer emotions 195

Customer emotions Education Engineering Personalization 195

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You have a program in place to track Voice of the Customer data.

Customer Service 201

Customer Service Scripts Feedback Personalization 201

ShepHyken

MAY 12, 2017

When we think of good customer service, it’s important to remember that it starts with the leadership of a company or organization. Our personalities in great part determine how we influence the people around us. If things are going well, they need to tell people, and if things aren’t going well, they need to share that too.

Airlines 204

Airlines Coaching Personalization Management 204

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience.

Sales 195

Sales Personalization Customer Experience 195

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one. However, the opposite is also true.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 229

Government Technology Benchmark call center software 229

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In fact, Accenture found that when made to feel welcome in stores and treated right, Millennials can be extremely loyal customers.

Sales 198

Sales Employee engagement Technology Customer Experience 198

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers. We cannot escape the future. The Rise of Chatbots.

Chatbots 229

Chatbots Personalization Healthcare Government 229

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Customer Service 0

Customer Service Airlines Government Consulting 0

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. They had greater employee engagement and more loyal customers. Clear, consistent, authentic communication. Employee – mission disconnect.

Airlines 207

Airlines Morale Benchmark Marketing 207

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. But the most prevalent of all surveys is that one at the bottom of your sales receipt, the request from Apple, Kohl’s, Nordstrom, Target and virtually all retailers to “tell us how we did.”.

Surveys 204

Surveys Automotive Advertising Enterprise 204

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. It was a famous social experiment in the early 60s to understand how people would comply with requests. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss.

Morale 195

Morale Personalization Education Sales 195

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side.

Customer Support 177

Customer Support Personalization SaaS Analytics 177

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. Who knows because I had no way of telling.

Education 230

Education Customer Service Customer Experience 230

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Customer Experience 82

Customer Experience Brand ambassadors Self service Chatbots 82

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Give inconsistent or incorrect answers to customers. Again, huh?

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. In my experience, many organizations fail to evoke a specific customer emotion. Researchers who study emotions are specific.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Waiting is not ideal. In short, you should distract them.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Steve DiGioia

JUNE 20, 2022

How much space do you take? You can tell the personality of the person by their smile and how frequently they show it. You can tell the personality of the person by their smile and how frequently they show it. Well, at least I think I can tell…. I know he was testing to see if you’d pick up the next piece.

Surveys 195

Surveys Personalization Management Customer Service 195

Myra Golden Media

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. How: Explain the issue. Recognize how the issue impacts the customer.

Personalization 316

Personalization Management Customer Service Customer Experience 316

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. It was my boss. Thanks again.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

FEBRUARY 8, 2024

How did you do? Language is essential to your customer experience , so today, I thought we could examine why. Language is essential to your customer experience , so today, I thought we could examine why. Being conscious about using positive rather than negative words is a free and simple way to improve the customer experience.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant says that it makes customers happier.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Steve DiGioia

APRIL 17, 2023

We were refunding money back to customers for mistakes that could have been avoided. But he didn’t know how to do it. Do You Know How to Fix the Problem? I can tell. You can see it in how he interacts with the employees. An old boss said this to me once. That was his take on the matter. Mine was different.

Morale 147

Morale Sales Personalization Management 147

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Mandy Morgan wrote in with a litany of comments that support how I feel. Customer service is not going well these days, and many problems are out there.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

APRIL 23, 2020

Lorraine is demonstrating how the Endowment Effect works. The Endowment Effect is a concept in Behavioral Economics that refers to how people value things highly that they possess simply because it is theirs, and even when others do not. We have a mirror that has been resting against the wall in our garage for the last five years.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Steve DiGioia

JULY 11, 2022

You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. The customers know them and want to be served by them. They’d talk directly to you, the potential customer, and invite you to the showroom. But you can.

Finance 204

Finance Advertising Sales Marketing 204

Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! How about some dessert?

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

MARCH 26, 2020

Here are ten things we have been telling them. In times of trouble, it is best to start a dialog with your customers. Communicating with your customers will not reduce the global uncertainty around the health crisis. Still, it will provide some small sense of certainty around how your organization will react to it.

Airlines 348

Airlines Consulting Consulting Call Center 348

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation.

Construction 221

Construction Marketing Personalization Management 221

Steve DiGioia

OCTOBER 3, 2021

How wonderful this was. Going Above and Beyond For The Customer. Customer service gurus, trainers, and authors always talk about going above and beyond for the customer and finding ways to create an “experience”. I dropped my car off at the dealership the other day for a minor repair. I guess I couldn’t ask for more.

Morale 288

Morale Customer Service 288