ShepHyken

DECEMBER 27, 2019

The best way I can describe ‘customer service’ is by using the word transaction. Often it is the hardest for employees to execute. Customers want you to authentically engage and show interest in them. Service’ is what we do, it is a product or the transaction to receive the product. Maybe even unattainable to most organizations.

Personalization 340

Personalization Customer Experience Customer Service Marketing 340

ShepHyken

FEBRUARY 22, 2019

I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.” Upon opening it, I read a note from the owner of Stacy’s Pita Chips explaining how she sent a variety of FREE bags to hundreds of Stacys throughout the United States who spell their name the same way she does.

B2C 271

B2C B2B Customer centricity Employee engagement 271

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 271

Customer Service Education Healthcare Customer centricity 271

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans. That’s what we all fear.

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. It starts at the level of the employee experience. As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. It made me want to scream. Where was the humanity? Be present.

Scripts 231

Scripts Employee engagement Customer Service Customer Experience 231

ShepHyken

JUNE 7, 2019

Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Customer centricity 298

Customer centricity Advertising outsourcing Chatbots 298

ShepHyken

OCTOBER 26, 2018

Now think about a very poor experience you’ve had. Each of these fine organizations, regularly exceeds their guest or member expectations, often in some pretty amazing ways. 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. A star dropped.

Consulting 279

Consulting Consulting Sales Marketing 279

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement. What is employee engagement?

Employee engagement 29

Employee engagement Customer centricity Customer Experience Contact Center 29

ShepHyken

JANUARY 12, 2018

From clients and customers commenting on our blog. Because scripts and checklists are all the rage now, employees are scripted to death. Employees don’t care. If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Limited employee expertise.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

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. But what if you are ignoring your greatest resources for improvement: your frontline employees?

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

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. What gets in the way of ? . When employees get too limited by the tunnel vision of their own job descriptions and team functions, frustration often ensues.

Surveys 208

Surveys Feedback Customer Service Management 208

ShepHyken

NOVEMBER 9, 2018

While maintaining CRM data accuracy can be time-consuming, a dedicated virtual web assistant can provide your customer information is always kept up to date, making it easier to track interactions over time and improve your overall engagement strategy. This is where the benefits of a virtual web assistant truly shine.

CRM 239

CRM Enterprise Benchmark outsourcing 239

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. The way you look at the issues can make a huge difference in resolving them. Are you marketing your product in the right way? Also, it is significant to market and sell in the right way.

Advertising 274

Advertising B2B Employee engagement CRM 274

ShepHyken

SEPTEMBER 27, 2019

70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? 70% of employees ranked being empowered to take action at work when a problem or opportunity arises as an important element of their engagement. (? So, have no doubt.

Customer Experience 286

Customer Experience Personalization Customer Service Marketing 286

Brad Cleveland Blog

APRIL 14, 2022

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step of the way. Customer experience is built on a foundation of employee engagement.

Employee engagement 26

Employee engagement Customer centricity Customer Experience Contact Center 26

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. For [customer support and marketing] employees, the main benefit is operational efficiency.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

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. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Pay Attention When Hiring.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

MARCH 23, 2018

Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees.

Airlines 205

Airlines Morale Benchmark Marketing 205

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Upon identifying the problematic policy, devise a way in which you can more frequently say yes. Unfortunately, idealism too often becomes the enemy of action.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

AUGUST 16, 2019

This week we feature an article by Michelle Jarsen who shares seven ways your support team can learn and practice essential communication skills. It’s crucial that your support team learns and practices new ways of exchanging information and ideas. Games are an exciting way to improve communication skills and simultaneously ?

Personalization 219

Personalization Customer Service Marketing Sales 219

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JUNE 29, 2018

Employee Standards. You have likely heard the phrase ‘treat your employees like you want the customer treated,’ well it works. Better employee incentives may need to be in place to remedy it. Better employee incentives may need to be in place to remedy it. Social Media Engagement. . – Bill Gates.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Customer Service 194

Customer Service Airlines Self service Customer Experience 194

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Preparation checklist.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

JULY 6, 2018

I believe that fun and friendly contests are one of the fastest and most effective ways to motivate high performance among sales associates. Sales associates love to be challenged, and they love to be challenged in new ways. Customer experience is the most important factor in the success of a retail business. Sales revenue. Promotions.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. Arming employees with knowledge and training is key. The Southwest gate employee explained there was a delay due to not having a complete crew. I am a big advocate of the policies and procedures myth!

Customer Service 0

Customer Service Airlines Government Consulting 0

Comm100

FEBRUARY 6, 2023

Whether you are running a bank or credit union, offering great CX is the best way to protect your reputation. One of the best ways to ensure you stay in business and keep your CX game sharp is to follow trends. With that out of the way, here are five customer experience trends that will shape the financial industry in 2023 1.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. 16) have a legal team that spends more than 1% of their time battling ex-employees.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

JANUARY 5, 2018

Not enough training: Good customer service starts with the employees. If your staff is not knowledgeable about the product or are not properly trained on how to speak to it the right way, it creates customer frustration and you lose credibility as a provider of the product. – Shep Hyken.

Customer Service 202

Customer Service Multi-channel support Customer Experience Personalization 202

Steve DiGioia

MAY 15, 2017

These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. It will increase your reader engagement”. It keeps readers on your blog longer, you should add one”. Here are my 3 reasons why I’ll never put a chatbot on my blog. Technology is your friend. Continue reading….

Chatbots 138

Chatbots Technology Customer Service 138

Comm100

JUNE 15, 2022

One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength. of the changes you propose.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

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. Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

ShepHyken

NOVEMBER 2, 2018

As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future. That’s not all; there are numerous businesses that have been reporting claims of not only higher savings, but better revenue due to higher CTR and engagement from their customers. We cannot escape the future.

Chatbots 222

Chatbots Personalization Healthcare Government 222

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience. Who is the customer for your experience?

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So where do you start getting employees to be more engaged and happier?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JULY 31, 2017

I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Disney has built its entire brand on engaging its customers through stories. How Storytelling Creates Engaged Employees.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

ShepHyken

JULY 20, 2018

Beyond social media sites, another important location to monitor the way customers are discussing your brand is on popular review sites. This can help your organization reduce the number of employees responsible for filtering through and responding to this feedback, as well as categorizing the data in a simple and actionable format.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118