ShepHyken

OCTOBER 4, 2019

In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. Dwayne likes drawing connections between different industries and entities while designing his blogs. After all, it is the “relationship” that matters the most.

Benchmark 301

Benchmark Feedback Customer retention Consulting 301

ShepHyken

AUGUST 9, 2019

This way we managed to convert a negative situation to receive great PR and positive feedback, and also created a loyal fan for life. The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. My client gave his client a replacement, and on my suggestion, he gifted him a fully paid holiday.

Feedback 293

Feedback Sales Accountability Personalization 293

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

ShepHyken

FEBRUARY 9, 2018

Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken.

Customer Service 380

Customer Service Morale Sales Coaching 380

Cisco - Contact Center

MARCH 15, 2024

This blog post will discover how you can automate DNS policy management with Tags. To streamline DNS policy management for roaming computers, categorize them using tags. By assigning a standard tag… Read more on Cisco Blogs

APIs 85

APIs Management 85

ShepHyken

JANUARY 25, 2019

Those might include transferring the call to a manager or to security. The post Guest Blog: Rhyme Your Way to Customer Satisfaction appeared first on Shep Hyken. Above all else, a dangerous caller must be dealt with immediately. Be certain your office has established measures to be taken if the caller is threatening.

Scripts 290

Scripts Education Best practices Personalization 290

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!

Morale 272

Morale Coaching Customer Service Customer Experience 272

ShepHyken

AUGUST 2, 2019

On the phone, contact is easier to manage due to the fact that you can get away with your body language and facial expressions. She writes for Kiwi LMS , which is a Learning Management Platform that aims to help restaurant owners train their staff in an easier and more effective way.

Customer Service 277

Customer Service Customer Support Personalization Management 277

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. Segment your core audience: As core audiences are not usually homogenous, it’s important to break down your audience into smaller, more manageable groups based on shared attributes.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

ShepHyken

APRIL 5, 2019

Irina Kirnos is a Product Marketing Manager at RingCentral in EMEA. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. According to McKinsey studies , these agile companies often outperform their competitors and achieve the best bottom lines.

Chatbots 288

Chatbots Customer Experience Cloud contact Contact Center 288

ShepHyken

OCTOBER 26, 2018

The stars continued to fall as a few other problems arose and along the way, I was treated rudely and disrespectfully by the hotel manager. An organization is only as good as its worst employee and their management of the customer experience – that day I got the worst of both. The third star fell. 2) Train and treat them well.

Consulting 277

Consulting Consulting Sales Marketing 277

ShepHyken

MAY 31, 2019

Abdul Babar is the Chief Marketing Officer of Reputation Desk, an all in one Reputation Management Platform founded by business owners to help other businesses look their best online and in their local areas. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken.

Customer Experience 292

Customer Experience Feedback Construction Personalization 292

Cisco - Contact Center

OCTOBER 2, 2023

Many Cisco partners have achieved outstanding success selling managed Meraki-based services to their SMB customers in support of fast and dependable connectivity. But did you know that Meraki also… Read more on Cisco Blogs

Management 96

Management 96

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. Order Management and Data Entry. Order Processing.

CRM 237

CRM Enterprise Benchmark outsourcing 237

Cisco - Contact Center

MARCH 22, 2024

There is a lot of discussion about the impact of AI on all areas of… Read more on Cisco Blogs Artificial intelligence (AI) is changing the world according to the popular press and the statements of tech CEOs in the last year.

Management 91

Management 91

ShepHyken

SEPTEMBER 20, 2019

Customer Success / Account Management – Outside of support, this team interacts with customers the most frequently. Some customer support software solutions have these built in, while other options can include an internal Wiki, blog, or Slack channel. Managing tickets as a unified support team.

B2B 268

B2B Customer Support CRM B2C 268

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. Manage Your Customer Lifecycle Properly to Maximize Opportunities. The post Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?

Airlines 261

Airlines Metrics Advertising Sales 261

ShepHyken

NOVEMBER 23, 2018

A clear structure allows the customer to break up your explanation into manageable chunks. 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. Next, practice structuring your sentences.

Customer Support 264

Customer Support Customer effort Self service Metrics 264

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Performance Management Software Solutions.

Employee engagement 266

Employee engagement Education Analytics Technology 266

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. Editor and Content Manager at Brand Embassy, Stephan Delbos has more than a decade of experience in business journalism. Satisfactory is a rating. Shep Hyken.

Customer emotions 307

Customer emotions Marketing Customer Experience Customer Service 307

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. You will need to analyze what are the most effective strategies to implement on your blog and make money with them. It’s necessary to take into consideration what your goals with the blog are, the skills you have, and the actions you would enjoy dedicating yourself to. .

Advertising 75

Advertising Sales Marketing Best practices 75

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. Step by Step How to Start a Travel Blog How to start a travel blog is simpler than you might believe. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

Cisco - Contact Center

FEBRUARY 27, 2024

Risk-based Vulnerability Management (RBVM) represents a strategic approach to cyber security that focuses on… Read more on Cisco Blogs Co-authored by Tejas Sheth, Sr. Security Specialist, Amazon Web Services – AISPL.

Management 98

Management 98

ShepHyken

DECEMBER 29, 2017

If mistakes are made, and there will always be customer service missteps along the way, it’s vital that the management and staff learn from the mistakes. Roleplaying is a great way to train staff, but management might even consider a third party to come in to cover some training at the onset.

Customer Service 224

Customer Service Customer centricity Service level Marketing 224

ShepHyken

MARCH 22, 2019

If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. This week we feature an article by John Boccuzzi Jr. Shep Hyken.

Customer Experience 269

Customer Experience Banking Technology Consulting 269

Cisco - Contact Center

SEPTEMBER 8, 2023

Capturing your share of the massive Managed Services Provider (MSP) market means making the most of every opportunity. Together, we can prepare to meet even more customer needs as expansion… Read more on Cisco Blogs

Management 97

Management Marketing 97

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. Timi Garai has been the Marketing Manager at Antavo Loyalty Software for 3 years now, a true eCommerce & retail sleuth! Shep Hyken . Follow Timi on Linkedin and Twitter.

Education 297

Education Marketing Management Customer Service 297

ShepHyken

FEBRUARY 8, 2019

You can ask them about culture, their relationship with management and their peers, and the things they need to perform well in their given roles. An employee can also shed light on other issues that can affect the customer experience such as employee attrition, poor management, or broken processes. What You Can Do.

Feedback 236

Feedback Customer Experience Abandon rate Surveys 236

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. If your product managers say they would rather use their experience to set the prices, do not believe them.

Customer Experience 261

Customer Experience Accountability CRM Enterprise 261

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. A standard conflict resolution platform automates the process of managing complaints. Swati Kungwani is the content manager for iTouchVision. Shep Hyken. Disappointments can be delightful!

Advertising 272

Advertising B2B Employee engagement CRM 272

JivoChat

NOVEMBER 3, 2022

Do you know how to create a blog on WordPress? With just a few steps, you can have your own blog up and running. There are millions of different blog types on the internet, you can write about multiple topics and conquer visibility in specific niches. Besides, your blog won’t display WordPress ads. .

Engineering 75

Engineering Best practices Accountability Personalization 75

ShepHyken

MARCH 8, 2019

If you understand how to properly manage customer expectations, you will eliminate that angry phone call that nobody wants to get from an unhappy client. The post Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight appeared first on Shep Hyken. Otherwise, I’ll assume you don’t care if I come back or not.

Consulting 272

Consulting Consulting Personalization Customer Service 272

ShepHyken

OCTOBER 11, 2019

Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business. As a reader of Shep’s blog, I’ll assume you know you’re in the people business. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 240

Technology Customer Experience Personalization Engineering 240

Cisco - Contact Center

JANUARY 16, 2024

As an MSSP (Managed Security Service Provider), there is no overstating the intense and well-founded focus on pervasive network security. Whether an organization is looking to secure the network,… Read more on Cisco Blogs

Management 94

Management 94

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. The Royal Dutch Airlines, for example, now allows you to manage your entire booking via Facebook Messenger. Shep Hyken.

Customer Service 315

Customer Service B2C Airlines Management 315

Cisco - Contact Center

DECEMBER 5, 2023

Webex is excited to announce a comprehensive solution for 3 rd party Device Management (DM) referred to as ‘ Partner Managed Devices. Partner Managed Devices allows Webex Cloud Calling offers (Webex Ca… Read more on Cisco Blogs

Management 93

Management 93

ShepHyken

MAY 19, 2017

If you find that you are resource constrained, then you may want to hire a social media manager or use ServiceGuru’s managed services. The post Guest Blog: Speed Saves Relationships appeared first on Shep Hyken. The bond is stronger when you win a customer back vs. someone who has had only a positive experience.

Customer advocacy 184

Customer advocacy Consulting Consulting Customer Service 184