ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Check out our thoughts on customer focus.

Customer Service 241

Customer Service Scripts Customer Experience Personalization 241

ShepHyken

DECEMBER 13, 2019

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. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken. Three-quarters of U.S.

Self service 201

Self service APIs Surveys Analytics 201

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder.

Customer Support 261

Customer Support Sales Marketing B2B 261

ShepHyken

NOVEMBER 2, 2017

This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Or that too many customers are dissatisfied with your service?

Customer Service 192

Customer Service Advertising Scripts Feedback 192

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event? The smiles.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 221

Technology Marketing Metrics Surveys 221

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. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. – Shep Hyken.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Segmenting Customers. Personalizing Content.

Analytics 168

Analytics Upselling Banking CRM 168

ShepHyken

MARCH 23, 2018

Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault. Stating your mission once is not enough.

Airlines 206

Airlines Morale Benchmark Marketing 206

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. businesses each year as a result of bad customer experiences.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. However, digital transformation has changed the game on who is responsible for delivering customer service and how. Shep Hyken.

Customer Service 191

Customer Service Management Customer Experience Customer effort 191

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

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. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Airlines 221

Airlines Metrics Management Technology 221

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Advertising 198

Advertising Surveys Feedback Sales 198

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’re doing all the right things. Shep Hyken. The result?

Customer Service 200

Customer Service Scripts Feedback Personalization 200

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. They know when they are doing a great job, and more importantly, they know when they aren’t.

Metrics 232

Metrics Customer effort Customer Experience Surveys 232

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

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. We thought we might do something a little different this week and share a leadership article by Lolly Daskal. Here are five powerful ways you can take your leadership from good to great.

Airlines 202

Airlines Coaching Personalization Management 202

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Preparing to succeed is essential, but do not discount the ability to recognize and seize opportunity as it presents itself.

Customer centricity 243

Customer centricity Morale Finance Education 243

Steve DiGioia

APRIL 5, 2021

from so many people and have had enough of it. But that didn’t stop me from doing what I thought was best. We know what we’re supposed to do but sometimes get distracted. Grumpy Old Guys Commit to Great Service. So, let’s commit to doing something about it. You know the grumpy old guy would do it.

Customer Service 246

Customer Service Personalization 246

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? As I’ve written in a past post entitled, “ What Do You Do When Your Employees Don’t Care?

Enterprise 345

Enterprise Management Accountability Customer Service 345

Beyond Philosophy

FEBRUARY 8, 2024

It’s simple enough, yes? British Idioms: Then, “Bob’s your uncle.” ” You there, “on your bike.” ” You there, “on your bike.” How did you do? Language is essential to your customer experience , so today, I thought we could examine why.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Understand and complement your weaknesses. Provide value to your customers or your audience. Be focused.

Consulting 195

Consulting Consulting Education Customer Experience 195

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Empower your people. Embrace customer complaints. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. He shares some excellent self-help ideas.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. The idea here is that our Intuitive System will recognize this cycle the first few times we do it and turn it into a habit. Customers have habits. Can you modify the cue or the trigger so people do something else instead?

Education 221

Education Feedback Call Center Marketing 221

Beyond Philosophy

JULY 20, 2023

One of our podcast listeners wrote in with a business pickle, asking how to differentiate their offering and experience from the competition. Known also as Cobalamin, it is critical to forming red blood cells, metabolic rate for cells, and your nerve function. Also, it aids in producing your DNA. The recommended dose is about 2.4

Marketing 270

Marketing Best practices Customer centricity Engineering 270

Beyond Philosophy

JANUARY 25, 2024

So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.”

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough.

Contact Center 122

Contact Center Self service Analytics Banking 122

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 89

Customer Experience Journey mapping Surveys Feedback 89

Beyond Philosophy

NOVEMBER 16, 2023

He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. Knowing what you are trying to convince them to do gets you started with a tactic that works. One of our listeners, John, is in a pickle. John is up for it, though.

Sales 195

Sales Education Advertising Marketing 195

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Seven years is a long time relative to customer markets. Our readers enjoy $ 500 off their first YouGov survey.

Surveys 195

Surveys Self service Marketing Feedback 195

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. You can decrease your prices.

Education 195

Education Management 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

JULY 28, 2023

It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them. The last time you browsed for a product or service online, the chances are you encountered social proof marketing. And how can it boost customer trust in your brand?

voip 156

voip Marketing SaaS Personalization 156