ShepHyken

MAY 4, 2018

Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Improved customer service training.

Customer Experience 201

Customer Experience Advertising Engineering Sales 201

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

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This article is about something that affects the quality of service delivery. Unconscious bias in customer service can cost companies money. Shep Hyken.

Education 185

Education Consulting Consulting Personalization 185

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. One very important goal of customer service is to keep to consumer coming back. The importance of first impressions. Be respectful.

Customer Service 281

Customer Service Customer Support Personalization Management 281

Beyond Philosophy

DECEMBER 6, 2019

When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

ShepHyken

JULY 21, 2017

Learn about the product or service – The customer support agent needs to know everything about the product or service you are selling. Taking this step will give you a perfect idea about the amount of training that an agent might possibly need.

Customer Support 230

Customer Support Chatbots Personalization Education 230

ShepHyken

MARCH 23, 2018

How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Retaining valued people requires ongoing engagement, which is a multifaceted approach, dictated by the culture of an organization.

Airlines 206

Airlines Morale Benchmark Marketing 206

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.".

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

Customer Service 359

Customer Service Government Customer Experience Marketing 359

Steve DiGioia

JUNE 26, 2023

And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts. How to Create a Customer-Centric Culture They come to our business with money in hand and are willing to part with it. Because they also focused on experience, not just service. Yes, I said it, easy.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. Second, to use the author’s words, “Customer service is an ethos, not a department.”

Customer Service 319

Customer Service B2B Journey mapping Chatbots 319

Bill Quiseng

MAY 24, 2023

It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. If you missed it, just follow it here: Don’t offer customer service training. If you want love to flourish, you have to be reminded every so often. Be GREAT out there!

Customer Service 113

Customer Service Education Customer Care 113

CCNG

MARCH 8, 2023

In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). That’s why creating an open communication culture that encourages meaningful feedback is essential.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

JUNE 17, 2019

I cannot fathom why service people don’t simply write down who ordered what, especially when there are only two people at the table. It’s the Company Culture. Servers are rewarded for advancing these goals, and they are not trained or encouraged to respond to customers’ social cues. Now Lorraine had to shout, “That’s mine!”

Customer centricity 304

Customer centricity Consulting Consulting Scripts 304

Beyond Philosophy

OCTOBER 25, 2018

Creating and sustaining a customer-centric culture was the subject of a recent podcast. Customers never came first because we did not have a customer-centric culture at British Telecom. Our culture was very much focused on British Telecom. It means addressing the culture of your organization and how it measures success.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. The Catalysts of Successful AI Adoption Successful AI adoption is driven by a blend of strategic foresight, cultural readiness, and technological integration.

Government 52

Government Customer centricity Technology Management 52

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. What’s Your Training Schedule? Josh Linkner) Professional athletes achieve at the highest levels by spending 90% of their time training and 10% of their time performing. Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

MARCH 9, 2018

And this is true across ages and cultures. I think the culture reinforces this, as boys are often told not to cry, or they’re branded a “sissy” on the schoolyard if they’re caught hugging their mum. You might also like these blogs: Customers Are Irrational – Deal With It! Don’t Mess With Masculinity.

Transportation 447

Transportation Consulting Consulting Marketing 447

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. The idea of being a provider of customer service that happened to sell shoes gave us the idea that service is our big differentiator and a real asset.".

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. Was it worth training these employees or was it money down the drain? Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after.

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. There’s been no shortage of media coverage of Uber’s troubles.

Airlines 339

Airlines Consulting Consulting Engineering 339

Beyond Philosophy

DECEMBER 28, 2020

Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.

Consulting 244

Consulting Consulting Customer centricity Customer Experience 244

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. High workloads, outdated or inadequate technological tools, and lack of adequate training are among the primary obstacles.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Comm100

MAY 25, 2022

Ultimately, customer service and contact centers have not been immune to these changes. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed. Customer service representatives were not immune to this either.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Lots of Privacy Violations Betray a Culture Flaw. Furthermore, I believe this could lead to their downfall.

Customer centricity 349

Customer centricity Government Morale Advertising 349

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. Without the right training, it’s easy to make mistakes. Denial-of-service. As so often in life, a lot can be accomplished with sufficient training.

Call Center 98

Call Center Engineering Education Best practices 98

Steve DiGioia

AUGUST 8, 2022

And it’s the manager’s fault if they’ve allowed a divisive culture to form where some believe race, or favoritism, is permitted. Maybe you think that with a little more training, you can turn these people around. But training can’t fix poor employee morale. It’s their fault when performance is poor.

Management 147

Management Morale Customer Service 147

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. My Comment: This article falls into building a CX culture.

Customer Service 233

Customer Service Customer retention Customer centricity Education 233

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Client Service What is the average length of your client relationships? and outline your approach to new hire training.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. A positive work environment is another key aspect of your culture. For example, let’s say teamwork is one of your core values. Work environment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. Keep People Engaged A strong customer service team culture is the direct result of trusting, engaged employees.

Customer Service 98

Customer Service Feedback Healthcare Education 98