ShepHyken

JANUARY 25, 2019

The four words—Fear, Hear, Mirror, and Steer—could even be printed and kept near your phone so you can rely on them quickly and smoothly. Knowing what customers’ concerns are will make it easier to develop a script, one that will assure callers that their specific issues are being addressed.

Scripts 292

Scripts Education Best practices Personalization 292

ShepHyken

FEBRUARY 9, 2018

Leveraging employee advocacy is like killing two birds with one stone. An obvious reason for setting customer service goals is that it allows the entire team to focus and work towards one common objective. Measurable goals: goal tracking software is one way to view and keep track of your goals. Provide necessary tools.

Customer Service 383

Customer Service Morale Sales Coaching 383

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? You want a smooth passage so you can get upstairs, throw your bag on the bed, and exhale.

Customer emotions 317

Customer emotions Management Banking Personalization 317

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. One of the key places they waste money is on their advertising. .

Advertising 296

Advertising Entertainment Marketing Personalization 296

ShepHyken

MAY 3, 2019

One effect of the digital transformation has been the erosion of the traditional definition of brand loyalty. In short, the bar for customer convenience has been set on high, even if your brand is not blatantly offering convenience (like a fast-food chain does, for instance). Easy: The New Loyalty. This idea isn’t really new.

Chatbots 288

Chatbots Customer Experience Marketing Customer Support 288

ShepHyken

FEBRUARY 22, 2019

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.

B2C 271

B2C B2B Customer centricity Employee engagement 271

JivoChat

OCTOBER 25, 2022

Nowadays, there are multiple ways how to monetize a blog. All the time you have spent on developing high-quality content, building authority in your niche, and conquering visibility can give you earnings in return. . You will need to analyze what are the most effective strategies to implement on your blog and make money with them.

Advertising 75

Advertising Sales Marketing Best practices 75

JivoChat

OCTOBER 26, 2022

Are you looking for blog name ideas to start publishing your articles on the internet? How your blog will be called should be aligned with how you want your brand to be perceived. Check out the blog to know more about it: How to Choose a Blog Name. There are several aspects to consider when selecting a blog name.

Engineering 75

Engineering Enterprise Personalization 75

AWS Machine Learning

MARCH 15, 2024

In today’s landscape of one-on-one customer interactions for placing orders, the prevailing practice continues to rely on human attendants, even in settings like drive-thru coffee shops and fast-food establishments. Choose Create table. For Table name , enter a name (for example, ItemDetails ).

APIs 119

APIs Engineering Technology CRM 119

ShepHyken

NOVEMBER 23, 2018

One could claim that quality is in the eye of the beholder, but that’s only partially true. The speed of service delivery has a massive effect on how customers view your support. Your service speed depends on factors like the contact channel (e.g. say and focus on the big picture. The first key to clarity is simplicity.

Customer Support 265

Customer Support Customer effort Self service Metrics 265

ShepHyken

MARCH 8, 2019

When asked about it, the owner explained one of the secrets to their success. They let cars leave the lot with a defect on purpose. We all learned this one a long time ago. Yet many businesses, even the really large ones, seem to forget the golden rule on a regular basis. You read that correctly. Easy enough.

Consulting 273

Consulting Consulting Personalization Customer Service 273

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. When a customer chooses one brand over another, they do so in large part because of how each brand makes them feel. Satisfactory is a rating.

Customer emotions 308

Customer emotions Marketing Customer Experience Customer Service 308

ShepHyken

MAY 31, 2019

A well-planned customer experience strategy can have an impressive impact on your organization, increasing customer satisfaction, reducing churn, and ultimately boosting sales, growth and profitability. The quality of this experience will affect the conversations your customer has both on and offline. What is the customer experience?

Customer Experience 294

Customer Experience Feedback Construction Personalization 294

ShepHyken

MARCH 22, 2019

Customers are really looking for “any channel” access to their favorite brands; one day they hit the brick and mortar, and the next day they access the app from their phone. Loved that special ice wine you enjoyed on vacation last year? Good news: order it online today and it will arrive in time for that dinner party on Friday.

Customer Experience 270

Customer Experience Banking Technology Consulting 270

ShepHyken

FEBRUARY 8, 2019

However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. Your frontline employees are typically on the receiving end of complaints, comments, and customer feedback. They Know Your Customers.

Feedback 238

Feedback Customer Experience Abandon rate Surveys 238

ShepHyken

AUGUST 16, 2019

Good communication isn’t a skill you’re born with or one that comes naturally. While there are plenty of things you can read and watch that might give you some tips and advice on how to communicate better, reading alone doesn’t cut it. Once you’ve decided which team will start, blindfold one member from that team.

Personalization 219

Personalization Customer Service Marketing Sales 219

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. To achieve this demand for optimized personalized content, marketers must be up-to-date on the best ways to understand their consumers and where they are most likely to shop.

Customer Experience 296

Customer Experience Personalization Marketing Analytics 296

ShepHyken

SEPTEMBER 20, 2019

Forming this team is a unique process for each business, and making the right decisions on who to include is vital for working together efficiently. If they see a customer is having problems with chat conversations, they can provide training on their next call around configuring the chat technology to ensure its meeting their needs.

B2B 270

B2B Customer Support CRM B2C 270

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

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. It’s an opportunity to give your perspective on traveling and that’s what can make your blogpost unique. Will you make videos for your blog too?

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

SEPTEMBER 13, 2019

One of the most successful ways to enhance the customer experience is through live chat. No one can see you smile when you respond to a chat unless you use an emoji. One rushed response that ends up being wrong can frustrate a customer which in turn can negatively impact your business. . Be friendly and approachable.

Customer Experience 274

Customer Experience Technical Support Self service Best practices 274

ShepHyken

OCTOBER 18, 2019

Happiness isn’t the only emotion to focus on but it is primary. Sure, they’ll do what they can to make it right, but it’s almost like they would just rather move on. Mistakes–whether they are the ones you make or the ones your customer makes–can create happiness if you handle them well. Welcome to the emotional economy.

Customer Service 222

Customer Service 222

ShepHyken

JANUARY 11, 2019

Did you know that it can be anywhere from five to 25 times more expensive to acquire new customers than to retain existing ones? But there is one area of customer experience which is often overlooked, even by the most successful companies. I was one of them, when my daughter Maya went to a Saturday school next door.

Feedback 236

Feedback Surveys Technical Support Personalization 236

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Career Pathing Resources.

Employee engagement 268

Employee engagement Education Analytics Technology 268

ShepHyken

NOVEMBER 16, 2018

Nearly everyone is living two lives, an energetic online life, and an exhausting disconnected one. We likewise claim in excess of one gadget that keeps us refreshed. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information.

Technology 242

Technology Chief Customer Officer Education Big data 242

ShepHyken

OCTOBER 26, 2018

One of the staff led me to a conference room that was being used for overflow luggage that day. On his third trip checking on the room and its occupant, he asked me to leave. “ I made a trip to this hotel to help me make a decision on whether to host a future client event there.

Consulting 279

Consulting Consulting Sales Marketing 279

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. Have you been focusing on social media service lately? Shep Hyken. You might want to change your focus. Conversation list.

Customer Service 315

Customer Service B2C Airlines Management 315

ShepHyken

AUGUST 25, 2017

Social media is even more demanding on businesses. It’s a Challenge That Chatbots Aim to Take On. Chatbots offer benefits: They cut down on the amount of labor you are paying to answer phones. There’s no sense in trying to “hide” them, but you do need to focus on creating an easy-to-use interface.

Chatbots 369

Chatbots Customer Service Best practices voip 369

ShepHyken

JULY 28, 2017

It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . In fact, at one point, a new store was becoming a Blockbuster every 24 hours. Malls which depend on anchors like JCPenney and Sears, which are quickly closing stores, are the most likely to die.

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

NOVEMBER 29, 2019

Brands could contain negative experiences by addressing them on a one-by-one basis. . This allows support teams seamless access to customer information and complaints on the same platform. Give users goals (based on feature usage in the app) and reward them for completing these goals. And you know what that means?

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

ShepHyken

APRIL 12, 2019

The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand. Whether due to feeling overworked or underappreciated, setting realistic expectations upon hire and educating seasonal staff on their role and company mission is an effective way to control employee churn.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. The question is, can everybody do a job a little bit harder than the one they’re doing now?”

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Unlike Marriott, Airbnb has garnered its financial success without owing any of the properties that guests book on the Airbnb platform.

Technology 242

Technology Customer Experience Personalization Engineering 242

ShepHyken

MAY 10, 2019

Customer service offers more than just an avenue for your clients to show their support or grievance; it also helps attract new buyers and retain existing ones. Reducing costs is one of the most common reasons why companies outsource. Allows you to focus on core competencies. Saves money and resources.

outsourcing 273

outsourcing Customer Support Customer Service Technology 273

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. They are literally changing the rules of customer service on the fly. That is one tall order when you consider that many companies staff up during holidays but roll them off during “slower times.”

Customer Service 247

Customer Service Self service Customer Support Scripts 247

ShepHyken

SEPTEMBER 1, 2017

Both spend more time on their smartphone than they’d like to admit. And if they don’t see a way to get an answer right where they are, they’re going to search the web and either fail to find their answer or, worse yet, end up on a competitor’s site. All of that hard work at creating content is moot if no one finds it.

Self service 209

Self service B2B SaaS Enterprise 209

ShepHyken

DECEMBER 29, 2017

More and more offline retailers are focusing on creating an experience in-store that will encourage customers to not only come in but also to return again and again. While these examples and suggestions might appear a little fleeting, one thing that will definitely encourage customers to return repeatedly is excellent customer service.

Customer Service 224

Customer Service Customer centricity Service level Marketing 224