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. The post Guest Blog: Persona-lizing the Customer Experience appeared first on Shep Hyken. Shep Hyken.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

JULY 12, 2019

Collecting this data in large quantities can present more of a burden than a solution if you lack the necessary resources for combing through and creating actionable insights that pinpoint inefficiencies in your operations. An automated system with machine learning capabilities can take certain projects off your plate.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

FEBRUARY 9, 2018

Your advocates won’t take action unless you engage them. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken. Employee Advocacy Platform – this tool gives your employees a simple way to share curated, pre-approved content across their social networks.

Customer Service 378

Customer Service Morale Sales Coaching 378

GetFeedback

JULY 19, 2019

Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Take that positive feedback and evaluate how you can repeat your approach for another priority in your customer experience improvement plan. Business is no different.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

ShepHyken

MARCH 8, 2019

Then, when the buyer reported the problem, the dealership sprang into action. Give me a free appetizer, or take a drink off the bill. Tell me it’ll take 8 weeks, then finish it in 6. Steve can respond to urgent customer emails after business hours, and take phones call on a Sunday even though the business is technically closed.

Consulting 270

Consulting Consulting Personalization Customer Service 270

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Unfortunately, idealism too often becomes the enemy of action. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

AUGUST 25, 2017

It’s a Challenge That Chatbots Aim to Take On. Incorporate links in the responses from the chatbot to pages of your site that provide actionable steps for the user, such as a page to order a product. Consumers are more likely to respond if you give them specific steps to take, but give them options along the way.

Chatbots 367

Chatbots Customer Service Best practices voip 367

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. They take pride in their brand, support their coworkers, and go out of their way to help customers. In-N-Out employees have the authority to take care of their customers. Shep Hyken.

Consulting 234

Consulting Consulting Customer Service 234

ShepHyken

SEPTEMBER 22, 2017

Today, if you walk into his DMV branch (yes, he won the contract), you instantly need a double take to confirm you’re in the right place. Take a look at your most established notions and practices, and apply this same sense of creative wonder. Grab a cupcake and spring into action. Ready for your own business transformation?

Wireless 202

Wireless Government Entertainment Airlines 202

GetFeedback

JULY 29, 2019

But while collecting survey feedback is simple, the real value is in actioning that feedback. Having a consistent process to assess and assign action owners is not always a simple task. . Together, we’ll create a sample action plan that you can use for all of your survey feedback, whether it’s a single tweet or 10,000 responses.

Surveys 60

Surveys Feedback Education CRM 60

ShepHyken

APRIL 19, 2019

In many cases, the response rates are extremely low because customers simply don’t have the time or desire to take a survey. Taking a “less is more” approach to how you collect feedback can help you gain accurate and powerful customer insights. As few as two percent of customers will take the time to complete a survey.

Surveys 254

Surveys Feedback Customer Experience Sales 254

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. What actions should a company take at an internal level? The post Guest Blog: 4 Things to Learn from a Disappointed Customer appeared first on Shep Hyken. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

DECEMBER 15, 2017

According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees. The post Guest Blog: Voice of the Customer Begins with Voice of the Employee appeared first on Shep Hyken.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. The post Guest Blog: How to Create Customer Loyalty in the Healthcare Space appeared first on Shep Hyken. Shep Hyken.

Healthcare 318

Healthcare Advertising Education Technology 318

ShepHyken

JANUARY 11, 2019

Put some dollar values against what those customers are spending to get an understanding of revenue at risk, and the value of investing into closing the loop and actions to retain future customers. Create and launch personalized responses based on themes and actions/offers tailored to retaining those customers.

Feedback 232

Feedback Surveys Technical Support Personalization 232

ShepHyken

FEBRUARY 15, 2019

It also takes longer to close out for the day. When you’ve got numbers to share during your performance reviews, it’s not only easier for you to give feedback, it gives your team actionable goals when it comes to improvement. The post Guest Blog: 5 Ways Your POS Will Empower Your Staff appeared first on Shep Hyken.

Sales 220

Sales Personalization Feedback Management 220

ShepHyken

NOVEMBER 16, 2018

Today customers know they are powerful and authoritative, what actions are you taking to extinguish their instant information thirst? The post Guest Blog: Impact of Technological Advancements on Consumer Behavior appeared first on Shep Hyken. Jim Iyoob is the Chief Customer Officer for Etech Global Services.

Technology 238

Technology Chief Customer Officer Education Big data 238

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants can take the lead when managing support tickets and updates to CRM platforms such as Zendesk and Salesforce. Regardless of the size your of your organization, in one capacity or another, data entry processes can take up a considerable amount of your time and resources to manage day-to-day.

CRM 235

CRM Enterprise Benchmark outsourcing 235

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Later on, we will also give you some tips on how to blog effectively. Later on, we will also give you some tips on how to blog effectively.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

ShepHyken

JULY 26, 2019

Here as a business, you need to come up with an actionable plan in place to deliver a positive, meaningful experience within interactions. So for this, you need to take certain pointers into account such as: Competitive insight. And nobody is going to take this initiative for you; you need to ask out! Consumer research.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. Think of it as a telephonic IVRS analog for customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

APRIL 13, 2018

Incredibly useful feedback can be gathered by watching your customers interact with your brand — hence, the popularity of customer journey mapping, which was rated #4 on CCW’s priority list for 2018, and predictive analytics, which uses past patterns to predict future actions and needs. Take Action.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. Your culture is the result of your actions and your priorities. Shep Hyken.

Surveys 206

Surveys Feedback Customer Service Management 206

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? From clients and customers commenting on our blog. Many relate to customer service actions that are reminders of what we already know (but we occasionally forget). Please take a number. No question.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

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

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. Consider the number of actions customers have to take to get in touch. Self-service options let the customer take care of themselves without assistance.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

SEPTEMBER 27, 2019

It’s a shot that takes 3-5 days to take effect. 70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? Your customers’ loyalty is out there and ripe for the taking. They were leaving in two days.

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

Brad Cleveland Blog

JUNE 8, 2023

And, when determining what actions to take, you can just picture her mulling over different criteria … Continue reading → The post Acting on Feedback: 8 Criteria to Determine What Actions to Take appeared first on Brad Cleveland. ” Wow, what a commitment.

Feedback 26

Feedback Surveys Contact Center Call Center 26

ShepHyken

NOVEMBER 2, 2017

Taking a look at your closest competitors and analyzing not just what they do well but what customers also dislike can help your organization to take a step in the right direction to improving your customer’s experience. Regularly take the opportunity to put yourself in the customer’s shoes and explore your competitor’s website.

Customer Service 192

Customer Service Advertising Scripts Feedback 192

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. Let’s put this model into action with Peter, a Parrot salesperson. He is the author of The Chameleon and co-author of Taking Flight!,

Sales 309

Sales Personalization Analytics 309

ShepHyken

MAY 12, 2017

Here are five powerful ways you can take your leadership from good to great. The best leaders are brave when most people are fearful, they are courageous when most people are afraid to take action. Be the hero of your business and take the courageous actions that need to be done in order to succeed. Be a rebel.

Airlines 198

Airlines Coaching Personalization Management 198

CrazyCall

JANUARY 14, 2020

Five steps managers need to take during busy periods: Motivate and reward. Taking positive and proactive measures will keep your team happy and reduce the risk factors associated with busier periods. Here are the five steps managers can take to support customer service teams more effectively. Hands-on support. KPI flexibility.

Management 63

Management Customer Service Morale Contact Center 63

ShepHyken

AUGUST 31, 2018

While the term “virtual assistant” is often used for chatbots including Siri and Cortana, companies can use AI to determine usage patterns and deliver actionable insights into personal life. The post Guest Blog: 8 Exciting Ways AI Delights Customers appeared first on Shep Hyken. Virtual assistants.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

ShepHyken

JUNE 8, 2018

You’ll see her in action a bit later. Put together a team who can take care of issues across all channels, who knows that customer perceptions are fragile, can be screenshot-ed (!), Our support team, itself operating in a creative, startup environment, takes advantage of innovations to tailor replies to users. Embrace the new.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. The post Guest Blog: Breaking Out of Your Customer Experience Comfort Zone appeared first on Shep Hyken. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Tethr

DECEMBER 29, 2020

As we enter a new year, let’s take a moment to look back on our “greatest hits”, if you will, and review what our readers valued most during this year of challenge. Here are our top ten blogs of 2020: 10. Any list of our top ten blogs would be incomplete without mention of our partnership with J.D. Read the full article.

Analytics 72

Analytics Call Center Enterprise Sales 72

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. To learn more about WEM, and how it is revolutionizing the industry, visit EvaluAgent , download the manifesto or if you would like to see it in action, request a demo.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206