Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Myra Golden Media

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Customer Experience 317

Customer Experience 317

ShepHyken

APRIL 16, 2024

While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Good enough” is not good enough.

Customer Service 356

Customer Service Personalization Customer Experience 356

Myra Golden Media

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

Education 156

Education Customer Experience 156

Beyond Philosophy

DECEMBER 7, 2023

Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. In that case, the human element can bring the experience home from where the AI got it started. It’s hard to remember that time now.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

APRIL 9, 2024

In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. They have learned from the best. Connect with Shep on LinkedIn.

Surveys 347

Surveys Customer Service Customer Experience 347

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware.

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service 376

Customer Service Customer Experience Management 376

Customer Experience Matters

SEPTEMBER 24, 2018

.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada.

Customer Experience 79

Customer Experience 79

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. We spent the rest of the workshop discussing the exercise.

Customer Service 189

Customer Service Personalization Customer Experience 189

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception. Reality isn’t what we think or believe.

Customer Service 352

Customer Service Customer centricity Surveys Customer Support 352

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

Metrics 375

Metrics Customer Service Consulting Consulting 375

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

Customer Experience 367

Customer Experience Customer Service Sales 367

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

Customer Service 179

Customer Service B2B B2C Advertising 179

ShepHyken

MARCH 12, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Personalization 371

Personalization Advertising Feedback Customer Service 371

ShepHyken

MARCH 26, 2024

And in business, Steve Jobs of Apple said, “It takes a lot of hard work to make something look simple.” There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had.

Entertainment 212

Entertainment Education Personalization Customer Service 212

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Happy New Year! And for everything else, too! With that, here are 10 ideas. Connect with Shep on LinkedIn.

Customer Service 389

Customer Service Accountability Customer Experience 389

Edify

DECEMBER 9, 2021

A workshop with speaker and author Dan Gingiss. To showcase excellence in customer experience (CX) at Edify, we were delighted to be joined by Dan Gingiss , industry guru, speaker, and author of his just-published book The Experience Maker.

Customer Experience 85

Customer Experience 85

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. If you want to create a powerful and positive customer experience, work on the employee experience.

Customer Service 366

Customer Service Customer Experience 366

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. 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?

Government 201

Government Customer Service B2B B2C 201

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. How do you handle the friction points in your business to provide a frictionless customer experience? About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work.

Wait times 380

Wait times Marketing Customer Experience Customer Service 380

ShepHyken

SEPTEMBER 19, 2023

We need defense, which is the ability to respond to our customers’ questions, problems, needs, and complaints in a way that renews confidence for them to continue doing business with us. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 341

Customer Service Coaching Customer Experience Management 341

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, not only do you have to deliver on the experience, you have to stand out and be different.

Customer Experience 227

Customer Experience Customer Care Customer Service 227

ShepHyken

OCTOBER 31, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Airlines 331

Airlines Marketing Customer Service Customer Experience 331

ShepHyken

DECEMBER 6, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 367

Customer Service Sales Customer Experience 367

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. For example, there is UX, or user experience , which is the experience the customer has with your products and services. WX stands for web experience. Label them.

Customer Experience 294

Customer Experience Customer Service Management 294

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. 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?

Government 190

Government Customer Service B2B B2C 190

ShepHyken

MARCH 5, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

ShepHyken

SEPTEMBER 26, 2023

When a customer doubts the answer and calls back only to get a different answer from a different employee, it erodes the customer’s confidence, not to mention the frustration the customer experiences by not getting the right answer the first time. In short, consistency creates confidence.

Customer Service 336

Customer Service Customer Support Customer Experience 336

ShepHyken

OCTOBER 17, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Coaching 352

Coaching Customer Service Customer Experience 352

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. To summarize, laziness should never enter the customer experience. An inconsistent experience always makes customers wonder, “What will next time be like?”

Customer Service 227

Customer Service Airlines Customer Experience Management 227

ShepHyken

JANUARY 30, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Customer Service 231

Customer Service Customer retention Customer Experience 231

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ShepHyken

SEPTEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 357

Customer Service Customer Experience Management 357