ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. Not every experience you create for your customers will be exceptional, no matter how hard you try. But the point is that you try. Connect with Shep on LinkedIn. You’ve probably experienced this. Their perception is their reality. That’s okay.

Customer Service 325

Customer Service Personalization Customer Experience 325

CCNG

SEPTEMBER 6, 2023

First, the path most people try in finding a new position is by going reviewing job postings on LinkedIn or various job boards, applying for the position in hopes of landing an interview. Instead of automatically applying for a position, search LinkedIn and see if you are connected to someone working at that company.

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

SEPTEMBER 26, 2023

I try to be nice, but that doesn’t always work. At the beginning of the conversation, note the agent’s name and try to build a rapport. Connect with Shep on LinkedIn. Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. What do you think if I yell at them?

Customer Service 336

Customer Service Customer Support Customer Experience 336

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. 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. Connect with Shep on LinkedIn.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

Beyond Philosophy

FEBRUARY 9, 2024

The post How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty appeared first on Beyond Philosophy. So, the first practical step in evoking a specific emotion is pretty simple: One must have a specific emotion in mind to evoke it.

Customer emotions 221

Customer emotions Sales Technology Customer Experience 221

ShepHyken

DECEMBER 6, 2023

The passenger said, “I’ve been flying with this for 15 years, and nobody has ever asked me to remove it from my belt.” The flight attendant replied, “I’ve been flying for 20 years, and I know the rules.” So much for trying to win the customer. Connect with Shep on LinkedIn.

Customer Service 367

Customer Service Sales Customer Experience 367

ShepHyken

JULY 11, 2023

Connect with Shep on LinkedIn. Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Construction 296

Construction Customer Service Customer Experience Management 296

CCNG

OCTOBER 11, 2023

You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. After being on hold for 15 minutes, you finally connect with an agent… Now let's flip this scenario and see it all from the agent's side. You've been taking back-to-back calls.

CCNG 195

CCNG Customer Experience B2C Finance 195

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. Remember the power of storytelling in creating emotional connections with your brand. However, they will have a more challenging time infiltrating your emotional connection with your customers.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

SEPTEMBER 19, 2023

And as perfect as they try to be, there will still be problems, so a good defense, as in a good customer service experience, supports the effort to win. While we can’t all be Amazon, we can play a similar game. Connect with Shep on LinkedIn.

Customer Service 341

Customer Service Coaching Customer Experience Management 341

ShepHyken

MAY 30, 2023

He found a major friction point for new patients trying to make appointments was the initial phone call, when they often experienced longer than usual hold times.   Good news for Dr. Green! Connect with Shep on LinkedIn.

Wait times 380

Wait times Marketing Customer Experience Customer Service 380

ShepHyken

MARCH 14, 2023

This is because there is an emotional connection. There are many reasons, but they all evoke an emotional connection. There will always be customers who don’t have the emotional connection needed to drive loyalty. There’s nothing you can do but keep trying. Maybe it’s the way the customer is treated.

Customer Service 251

Customer Service 251

Beyond Philosophy

SEPTEMBER 1, 2022

When that happens enough, the connections strengthen, and, eventually, when you see one part, you expect to see the other. We cannot concentrate and make these connections form intuitively. Eventually, our brain can call these connected ideas or patterns automatically. Try my podcast, The Intuitive Customer instead.

Analytics 370

Analytics Consulting Consulting Personalization 370

ShepHyken

FEBRUARY 6, 2024

It hurt for a moment, but it was less painful than slowly pulling it and trying to avoid the pain. Connect with Shep on LinkedIn. It includes reasons, updates, what to expect, and more. When I was a child, my mom taught me to rip off a Band-Aid quickly. Next time you deliver bad news, consider this style of communication.

Airlines 222

Airlines Customer Service Customer Experience Management 222

Steve DiGioia

NOVEMBER 8, 2022

Don’t Try to Compete with the Superstar Employee. Don’t try to compete with the company superstar. But you can emulate the superstar’s methods and copy some of his actions and try to replicate the same success. Don’t try to compete with the star but learn his moves. They’ve learned from the veterans.

Customer Service 182

Customer Service Personalization 182

ShepHyken

JULY 31, 2023

When managing a customer complaint, you’re not just trying to solve the problem. You’re trying to restore the customer’s confidence to continue doing business with you. True customer loyalty means your customers have built such a deep, emotional connection with your brand that they stay with you through thick and thin.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

JUNE 15, 2021

Utilizing Omnichannel Communication to Connect with Customers. Omnichannel communication is having all the channels that a customer can connect with your brand in a centralized dashboard. ” “When you do something for somebody, always try to do more, not less.” ” “Pay attention to your customer. .”

Multichannel 378

Multichannel Contact Center Customer Service Technology 378

Beyond Philosophy

JANUARY 4, 2024

For example, I get many invites for connections here on LinkedIn. It always disappoints me when I accept one, and my new “connection” immediately tries to sell me something. Try to go into a relationship, a friendship, or a networking opportunity with the idea that most people want to do the right thing.

Customer centricity 243

Customer centricity Morale Finance Education 243

CCNG

FEBRUARY 28, 2024

Provide the Right Technology When the pandemic kicked off, we were all in a frenzy trying to connect with everyone as quickly as possible. In reviewing your tech stack, the goal is to ensure that each new tool helps make meaningful connections among team members regardless of location.

Best practices 195

Best practices CCNG Technology Surveys 195

ShepHyken

JUNE 6, 2023

Try something free for a month. I like the idea of free and encourage you to embrace it – give it a try. Connect with Shep on LinkedIn. For Amazon, it’s free shipping, access to video content, and more. A different way to say free is no extra charge. Isn’t that the same as free? Here’s a scenario.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. And that’s the difference between ‘barely listening’ and ‘listening to connect.’ The purpose of one is just to rub off the query quickly and not take responsibility. This week, we feature an article by Nandini Sharma, marketing manager at ProofHub.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

OCTOBER 29, 2023

A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. The FORD idea is a great technique to connect and engage with your best customers and separate yourself from competitors.

Customer Service 159

Customer Service Marketing Customer retention Customer Experience 159

ShepHyken

SEPTEMBER 2, 2020

She feels it should be a people experience or a human being experience , and that if you really want to connect emotionally to the customer—which is one of the drivers of repeat business—then we must get closer to them. In her mind, using the word “customer” puts distance between customers and the company.

Customer emotions 384

Customer emotions Customer Experience Customer Service 384

ShepHyken

SEPTEMBER 14, 2018

Rather than stretching your support staff thin trying to contact every single site user, you may want to segment your audience prior to accessing them. And once they do connect with a customer, agents should be able to figure out the customer’s problems quickly and troubleshoot them with ease. We’ve all been there. Make things easy.

Analytics 686

Analytics Sales Banking Technology 686

CCNG

JULY 5, 2023

Helping them see how their efforts are connected to the larger picture and the wins of the organization. Protecting them from outside forces that are toxic or counter-cultural to what you’re trying to achieve. You need to lift your head up and try to understand where your team, organization, and field are going.

Management 195

Management CCNG Contact Center Accountability 195

ShepHyken

JUNE 27, 2023

Even if you don’t hit it, trying makes a big difference. Connect with Shep on LinkedIn. According to Beck, the marketing plan is simple: Cook the best BBQ in Texas. My comment: Always do your best. Beck said the owner has one goal, “Be a little better today than you were yesterday.” That’s a great goal. Sell it at a fair price.

Customer Service 301

Customer Service Marketing Customer Experience 301

ShepHyken

JANUARY 25, 2021

I Wish the CEO Would Try and Open This F@#!* His wife is trying to open a package with great difficulty. Some loyalty programs create emotional connections. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

CCNG

SEPTEMBER 13, 2023

They try to improve the in-office experience and allow for some flexibility to work from home. Additionally celebrating Customer Service Week, Tasty Tuesdays, Holiday Celebrations, Birthday Month Celebrations, Quality Program, and Quality Captains are all designed to engage and connect staff.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

ShepHyken

NOVEMBER 21, 2023

If it works, don’t try to change it. Connect with Shep on LinkedIn. And second, small changes can add up to make a bigger difference when combined. So, you have two choices: Do it the way you’ve always done it. Don’t question it. Unfortunately, many companies operate this way and miss opportunities to improve.

Airlines 207

Airlines Journey mapping Morale Customer Service 207

Integrity Solutions

APRIL 19, 2024

Selling has to be permission-based , which is why forging a connection is the most important part of a sales conversation. Instead of trying to feed a prospect through your process and win the deal at any cost, you will have sales conversations that build trust and create value that resonates for them.

Personalization 107

Personalization Sales Scripts Contact Center 107

Myra Golden Media

MAY 7, 2020

Tip: Try this at your next virtual meeting and make it more exciting by offering a prize, like a virtual Amazon gift card!). They need to connect with one another. Connect with your team in video meetings, and make the get-together fun. They need contact, connection, and communication – and the break from serving customers.

Customer Service 215

Customer Service Customer Experience Management 215

ShepHyken

APRIL 25, 2023

Connect with Shep on LinkedIn. Here’s the short version: Act like an owner One day Montañez heard Roger Enrico, the CEO of Frito-Lay, share an inspiring message: to “act like an owner.” Montañez took this message to heart, and for almost 10 years, while still working at the plant, tried to learn everything he could about Frito-Lay.

Sales 254

Sales Customer Service Marketing Personalization 254

ShepHyken

MARCH 25, 2024

As you read the article, try to ask yourself, “How does this apply to my business?” Connect with Shep on LinkedIn. This article shares ideas that any industry can use from the luxury hotel industry. I bet you’ll find several ideas worth pursuing.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

Steve DiGioia

FEBRUARY 15, 2021

Emotions and the style of speech used is the best way to connect with the customer and to engage in a meaningful conversation. Speaking of looking directly at your customer, the best way to connect with your customer is to look at them when you’re speaking. This makes it impossible to use this tactic to “connect”.

Customer Service 348

Customer Service industry standards Personalization Technology 348

Steve DiGioia

OCTOBER 8, 2020

But most servers are friendly and really try to make your dining experience enjoyable. To be a little more personal, many of today’s service employees try to connect with their customers by using local slang and familiar terms when speaking to them. Instead, try to remember your customer’s name.

Personalization 147

Personalization Customer Service 147

Cisco - Contact Center

OCTOBER 4, 2023

It helps build trust, foster relationships, and enables a deeper connection with customers. At Cisco, we have been trying to help our… Read more on Cisco Blogs Personalization is critical to a guided customer experience.

Personalization 77

Personalization Customer Experience Analytics Management 77