ShepHyken

APRIL 9, 2024

So many companies and brands are trying to win customers over by delivering a better service experience. And the reason is that they are just satisfied. The experience was average – not bad, but not great either. In the competitive world we are in, this makes sense. It makes sense that “average” or “satisfactory” doesn’t cut it.

Surveys 347

Surveys Customer Service Customer Experience 347

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. The Company was also named the Bronze winner for Most Innovative Leader of the Year (Dishant Bhojwani).

Contact Center 105

Contact Center Technology Sales Management 105

ShepHyken

MARCH 12, 2024

So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell. Every company has a personality, and these personalities run the gamut from serious to whimsical.

Personalization 371

Personalization Advertising Feedback Customer Service 371

ShepHyken

JANUARY 22, 2024

AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. ” About: Anuj Bhalla is the Founder & CEO of  serviceMob , an award-winning software company that helps improve agent performance and enhance customer experience.

Customer Service 201

Customer Service Technology Personalization Customer Experience 201

ShepHyken

FEBRUARY 12, 2024

Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding. Companies can now use AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. .”

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

ShepHyken

FEBRUARY 20, 2024

Maybe it happened two days ago, and they just now have the time to contact you or the company. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It’s important to recognize that the moment they start to interact with you is in the middle of their time to happiness.

Metrics 375

Metrics Customer Service Consulting Consulting 375

ShepHyken

MARCH 11, 2024

What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

Customer Experience 367

Customer Experience Entertainment Customer centricity Personalization 367

ShepHyken

OCTOBER 10, 2023

John knows this, and he admits it, but at the same time, he argues the point that if you provide enough value with the experience, you can distance your company from the competition, even while charging more than others. There are companies, like Disney, that have achieved that. There’s no way you can make price completely irrelevant.”

Customer Experience 367

Customer Experience Customer Service Sales 367

ShepHyken

APRIL 23, 2024

My weekly cartoon included the caption, “If an employee’s experience isn’t at least as good as the customer’s, the customer’s experience can be shaky, and the entire company can suffer.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 222

Customer Experience Advertising Feedback Engineering 222

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award.

Contact Center 71

Contact Center Government Customer Care outsourcing 71

CCNG

JANUARY 17, 2024

The biggest challenge is that only 22% of companies understand the drivers behind their employees' disengagement, highlighting a critical gap in awareness. What’s concerning is that Gallup's 2023 State of the Global Workplace Report and other recent studies report that a staggering 69% of employees in the U.S.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

ShepHyken

JANUARY 16, 2024

That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. They should learn firsthand what it’s like to be a customer.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

ShepHyken

DECEMBER 26, 2023

I often joke about a company that took four days to get back to me with an answer. Be more consistent – I’m surprised when employees of the same company have different answers to the same question. Or when a company or brand delivers a great experience, but then the next time, it’s just okay.

Customer Service 389

Customer Service Accountability Customer Experience 389

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. It starts the moment they interact with your company, and that might not even be with a live human. Companies spend a lot of money to get you interested in what they sell and eventually get you to buy.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

ShepHyken

MARCH 5, 2024

This is the lead-in to today’s lesson, which is to understand the difference between experiencing a company or brand, and simply doing business with it. The concert examples are not unlike two companies competing for a customer’s business.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

ShepHyken

OCTOBER 19, 2022

Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Those comments and awards are what I refer to as The Echo. The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . Are they helpful?

Automotive 307

Automotive Advertising Engineering Feedback 307

ShepHyken

OCTOBER 31, 2023

How often are we told a company offers free delivery, free returns, free refills on soda … you get the idea. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. But some brilliant marketers must think the public won’t know the difference. It’s not really free.

Airlines 331

Airlines Marketing Customer Service Customer Experience 331

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Customers don’t just compare you to other companies within your industry.

Automotive 315

Automotive Airlines Benchmark Service level 315

ShepHyken

JANUARY 8, 2024

How are large companies incorporating AI into their customer support platforms? As technology advances, companies should recognize the potential of integrating AI into their customer service platforms to improve the overall customer experience and optimize operational productivity. ” Tune in!

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

ShepHyken

SEPTEMBER 4, 2023

Most of the time, people don’t leave because of the company. When companies are not intentional about making their employees feel engaged and empowered, the financial cost is tremendous.” He helped the Dave Ramsey Organization win the “Best Place to Work” award for eight straight years. They leave their managers.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? Creating an exceptional customer experience is essential for businesses.

Wireless 201

Wireless Finance Accountability Customer Experience 201

ShepHyken

MARCH 6, 2023

Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX. New technology will not replace the human-to-human relationship.

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

JANUARY 29, 2024

Top Takeaways: Customer satisfaction should be a company-wide goal, not just the responsibility of one department. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company. which he wrote with Diane Magers.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

ShepHyken

SEPTEMBER 19, 2023

Bezos quickly discovered that as perfect as Amazon might be, once the package left the warehouse, control was in the hands of delivery companies such as the USPS, FedEx, or UPS. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. We need to be good at both.

Customer Service 341

Customer Service Coaching Customer Experience Management 341

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

Sales 71

Sales Customer Service outsourcing Government 71

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 201

Government Customer Service B2B B2C 201

ShepHyken

SEPTEMBER 26, 2023

I’m amazed at how often I call a company and talk to two or more people, getting a different answer each time. My comment about not being surprised about getting different answers comes from my experience that companies don’t often focus on answers to common sense questions. So that’s my advice for the customer.

Customer Service 336

Customer Service Customer Support Customer Experience 336

ShepHyken

FEBRUARY 20, 2024

How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition? Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.

Customer retention 190

Customer retention Analytics Customer Experience Customer Service 190

ShepHyken

DECEMBER 18, 2023

Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. By understanding the depth of customer relationships, companies can align their culture and optimize their customer experience, ultimately leading to improved service, retention, and growth.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

ShepHyken

AUGUST 21, 2023

By analyzing customer behavior and trends, companies can address potential issues before they arise, providing a personalized and proactive approach to customer support. Plus, Mark shares how he founded GoBolt in college and how being customer-obsessed built it to become the award-winning company it is today.

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

ShepHyken

FEBRUARY 5, 2024

How can companies effectively track and utilize customer data to drive loyalty? Companies can use technology to identify and track customer behaviors, preferences, and interactions. Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards.

Enterprise 212

Enterprise Personalization Sales Customer Experience 212

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. And lastly, by reducing technician visits the company hoped to improve on its environmental sustainability efforts, reducing the number of technician trucks on the road.

Customer Experience 124

Customer Experience Engineering Call Center Technology 124

ShepHyken

JANUARY 2, 2024

This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers. ” “Never be complacent. .”

Customer Experience 212

Customer Experience B2C B2B Customer centricity 212

ShepHyken

JULY 31, 2023

The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. Repetition is unnecessary friction in delivering a seamless customer support.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. And did you guess what company this article is about? For now, you can guess. Cindy, from my office, had a customer service issue.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

ShepHyken

NOVEMBER 6, 2023

” “Through traditional channels, like email, a dissatisfied customer might leave the store furious and write to the company when they get home. How can analyzing customer feedback data help companies to improve their operations? But you can’t make massive changes based on one customer’s comments.

Feedback 330

Feedback Healthcare Analytics Customer Service 330