ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Shep Hyken .

Customer emotions 316

Customer emotions Management Banking Personalization 316

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience? Understand your audience profile.

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. I could write a book just about my Trader Joe’s customer experience! You can read more about return experiences and lessons about DoingCXRight.

B2C 268

B2C B2B Customer centricity Employee engagement 268

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. What makes a customer support interaction good or bad? How well do your customers understand what your support explains to them? Element #2: Accurate.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Cyber security experts often state that employees are both the strongest and weakest link in cyber defense. Customer loyalty is built on trust.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

JUNE 7, 2019

There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Where was the acknowledgment that what had transpired had just transpired? And I’m quite certain that my experience was not unique. And I’m quite certain that my experience was not unique. Be present.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

FEBRUARY 2, 2018

What comes to mind when you think of a bachelorette party? Her review represents a positive experience that has since gained national attention. So what can we learn about the customer culture at Southwest? Providing a memorable customer service experience is rarely just a one-and-done occurrence.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Your staff can deliver a more personalized experience when they have more information about who they’re serving. It makes checkout faster.

Sales 220

Sales Personalization Feedback Management 220

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. 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? Employees don’t care.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience? – Shep Hyken. Introduction: AI in CX. _.

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

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.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. More importantly, companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue. (?

Customer Experience 282

Customer Experience Personalization Customer Service Marketing 282

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

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? What actions should a company take at an internal level? Complaints are opportunities to show how good you can be. Shep Hyken.

Advertising 270

Advertising B2B Employee engagement CRM 270

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

AUGUST 16, 2019

“The more your employees communicate, the faster their communication skills improve” ?. What you need: ? What you’ll need: ? Set aside time at the beginning of the game to discuss what the comic will be about and what each person will draw. Hugh Beaulac, ? MC2 Bid4Papers ?. improve team cohesion ?.

Personalization 215

Personalization Customer Service Marketing Sales 215

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

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. What makes a customer support interaction good or bad? How well do your customers understand what your support explains to them? Element #2: Accurate.

Customer Support 168

Customer Support Customer effort Self service Metrics 168

ShepHyken

MARCH 23, 2018

What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success? 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.

Airlines 204

Airlines Morale Benchmark Marketing 204

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. I have had negative experiences when dealing with frontline staff, and I am sure you have too.

Consulting 208

Consulting Consulting Customer Service Sales 208

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. We spoke about family, what we did, and our views on life. This was a case of what is called “unconscious bias”. Shep Hyken. Everything.

Education 185

Education Consulting Consulting Personalization 185

CX Accelerator

NOVEMBER 7, 2023

A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

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. work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. Shep Hyken.

Customer Service 0

Customer Service Airlines Government Consulting 0

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. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. At the heart of this is the need to create better customer experiences and deliver new services.

Customer Experience 266

Customer Experience Technology Enterprise Analytics 266

ShepHyken

NOVEMBER 30, 2018

Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Today’s thought leaders and customer contact professionals clearly understand the importance of delivering exceptional experiences. Task: Identify a “gap” in the customer experience journey. Task: Measure Agent Effort.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

AUGUST 11, 2017

We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Your executives are storytellers in chief who connect employees and customers to the company’s purpose through tales of impact. There are many ways to center a business….

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Freud famously asked, “What does a woman want?” What other types of customers can you identify?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. During casual conversation while deciding what to order, Marilyn mentioned she “goes hog-wild” for A&W Root Beer.

Entertainment 281

Entertainment Morale Sales Personalization 281

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. 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

MARCH 2, 2018

But a memorable and distinctive experience is not something that only young people seek. It’s what Baby Boomers and Generation Xers want as well, so we can safely assume that shoppers of all ages want to feel special when they cross the threshold of a luxury goods store. Let’s consider the impact of the internet first.

Sales 198

Sales Employee engagement Technology Customer Experience 198

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. A good CX is customer-centered.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. – Shep Hyken.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201