ShepHyken

AUGUST 9, 2019

Let me share a few tips from my personal experiences of how you can achieve this with absolute ease. Send them a text message, meet them, or create a system for follow up calls. The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. That’s how they have me hooked!

Feedback 295

Feedback Sales Accountability Personalization 295

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel? The post Guest Blog: How to Manage Customer Emotions appeared first on Shep Hyken. Shep Hyken .

Customer emotions 317

Customer emotions Management Banking Personalization 317

ShepHyken

OCTOBER 26, 2018

I left my bags, a dry-cleaned shirt, and suit at the bell stand and then headed to a meeting. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work. A star dropped.

Consulting 279

Consulting Consulting Sales Marketing 279

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Cisco - Contact Center

NOVEMBER 9, 2023

Cisco’s advocacy community, Cisco Insider Advocates , brings our customers together and provides a way for them to make powerful connections, expand their professional and personal networks, and learn… Read more on Cisco Blogs

Personalization 98

Personalization Customer advocacy Marketing 98

Anexa BPO

MARCH 18, 2022

At one time, the term ‘e-commerce personalization’ might have conjured up visions of simple product recommendations. But when considering the definition of e-commerce personalization – “the process of how brands offer customized experiences for visitors on websites” – it’s clear that there is a lot more involved – and rightly so.

Personalization 52

Personalization outsourcing Business Process Outsourcing Customer centricity 52

Beyond Philosophy

FEBRUARY 17, 2020

In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company. The post Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth appeared first on Customer Experience Consulting.

Airlines 417

Airlines Call Center Consulting Consulting 417

ShepHyken

MARCH 22, 2019

Some might say it was a simpler time with a more personal touch, and in some ways they would be right. Brick and mortar shopping isn’t going away, it’s evolving to meet the needs of the digital customer who wants options to shop local and global.

Customer Experience 270

Customer Experience Banking Technology Consulting 270

Anexa BPO

NOVEMBER 11, 2023

Personalization in the CX sector helps meet customer expectations. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted. While demand for personalization is increasing, where consumers expect personalization is changing.

Personalization 52

Personalization Surveys Marketing Technology 52

Nuance

FEBRUARY 23, 2022

We are looking forward to attending Mobile World Congress again this year to talk with CX and fraud leaders about how they’re planning to meet new expectations while keeping customers protected. [.] The post How telcos can power up personalization with biometrics appeared first on What’s next. This is a summary.

Personalization 91

Personalization Enterprise 91

Beyond Philosophy

FEBRUARY 20, 2020

As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. Follow Colin Shaw on Twitter @ColinShaw_CX.

Construction 408

Construction Chatbots Consulting Consulting 408

ShepHyken

OCTOBER 21, 2016

This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships.

Sales 310

Sales Personalization Analytics 310

ShepHyken

MARCH 16, 2018

Don’t take anything personally. One type, for example, might be the person who has very little technical knowledge. What if you have to put the person on hold? What if the time you can meet with the person is inconvenient for him/her but is the only time you can fit the meeting into your schedule?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ClientSuccess

JUNE 22, 2021

While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings. Here are five keys to remember if you’re returning to in-person customer success meetings soon: 1. In-person meetings, especially those with clients, require clear goals and agenda items.

Personalization 52

Personalization Metrics SaaS Accountability 52

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Therefore, I recommend finding those human psychological constants to guide your responses to change so you are prepared to meet the challenges it presents. . On the personal side, it has been different areas for me.

Personalization 195

Personalization Consulting Consulting Quality management 195

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. Lesson #4: If they set a firm time for a meeting or phone call, to minimize frustration, get a watch that doesn’t work. Shep Hyken. Lesson #5: Vendor A will mess up the work of Vendor B.

Customer Service 220

Customer Service Construction Personalization Management 220

ShepHyken

JUNE 8, 2018

Meet Mor and Yoni, two of the Lightricks support team all-stars. When our users ask how to combine photos in Photofox (our artistic photo editing app) or ask something as simple as how to change settings, we started attaching a personalized screen recording to accompany our explanation. Ever been put on hold for three hours?

Customer Support 189

Customer Support Brand ambassadors Scripts Customer Care 189

ShepHyken

OCTOBER 27, 2017

But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations. By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again.

Customer Service 210

Customer Service Customer centricity Enterprise Personalization 210

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Or: “I don’t know if you were in the client meeting and heard what MaryAnn said about the new budget restraints. Solving customer problems is expected. Shep Hyken.

Airlines 213

Airlines Customer Care Engineering Accountability 213

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. When I hear a script, I wonder if the person can help me. No personalized engagement. Hard to do with no personalized engagement. Don’t meet expectations. They don’t care that another person in your organization will deal with it. Not my error.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

ShepHyken

DECEMBER 13, 2019

Meet face-to-face. If you can, visit their offices and watch how they operate in person – seeing how things work internally can inform both businesses how they can best work together. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. It may happen that a great candidate doesn’t fit all of these ideal personality traits. Shep Hyken. Positivity. Adaptability.

Customer Service 209

Customer Service Education Customer Support Management 209

Calabrio

NOVEMBER 25, 2020

Contact centers have to adapt and continuously evolve in order to meet customer expectations. The consumer experience is becoming easier, faster and more personable. And while few ‘zero out’ to an agent right away these days, when they do request a live person, they expect an efficient experience.

Contact Center 122

Contact Center Self service Analytics Banking 122

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. They can tell when an employee is in a rush – to get home, to serve other customers, to hand them off to the next person in line. Shep Hyken. The result?

Customer Service 199

Customer Service Scripts Feedback Personalization 199

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. According to a report , about 71 percent of consumers expect companies to deliver personalized interactions.

call center software 59

call center software Scripts Call Center Personalization 59

ShepHyken

JUNE 1, 2018

This is because customers receive instant and personalized answers that’ll keep them glued to an organization’s services. One That Meets Your Business’s Expectations. The post Guest Blog: Things to Consider Before Buying a Live Chat Software appeared first on Shep Hyken.

Customer Support 257

Customer Support Sales Marketing B2B 257

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. Personalization (25.8% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

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. Let me share 2 more personal experiences, 1 very good and 1 not so good: PF CHANG’S RESTAURANT. – Shep Hyken.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are they personally doing okay? The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio. Let’s face it, the workplace will forever look different.

Contact Center 96

Contact Center Technology Personalization Management 96

ClientSuccess

NOVEMBER 15, 2022

One way to ensure your customers stay with you is to add a personal touch to customer success. This means going beyond the typical customer service script and getting to know your customers on a personal level. As customer success managers, it’s important to listen to your clients to meet their needs better constantly.

Personalization 74

Personalization Finance Feedback Scripts 74

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Abby Connect

SEPTEMBER 1, 2023

You’re more likely to meet a customer over the phone, email, or a video call than in person. This makes personal connections more important, and more difficult, than ever. A personal… The digital age is more disconnected than ever.

Personalization 52

Personalization Chatbots 52

Comm100

FEBRUARY 6, 2023

It requires that you digitize your banking services to be convenient, easy to use, personalized, and secure. Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. A good CX is customer-centered.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

TeleDirect

OCTOBER 23, 2023

One person was probably professional, friendly, courteous and knowledgeable. Call handling scripts outline the customer’s journey and prompt the person representing your company to create a memorable and consistent interaction with a client, customer or business associate. What was the difference? That’s not all.

Scripts 62

Scripts Personalization Customer Service Call Center 62

Quadient

OCTOBER 28, 2019

To meet these new expectations and stay ahead of the pack, companies must adapt to the new realities surrounding them. Personalized Video Is Transforming The Billing And Statements Arena PDF bills and statements have been around for 26 years. But in 26 years, much has changed, and customer expectations have evolved.

Personalization 40

Personalization 40

24-7 InTouch

APRIL 11, 2023

Did you know that 76% of consumers are more likely to recommend and repurchase from a brand that offers a personalized customer experience (CX)? Building brand loyalty and awareness early on is key to your success, and a personalized CX strategy can help you achieve that.

Personalization 52

Personalization Brand ambassadors Customer Experience Analytics 52