ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In customer service, there are so many ways to do things right.

Customer Service 311

Customer Service Personalization Management 311

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Are You Asking the Right Customer Experience Questions? One of the most important parts of this process is making sure that you’re asking customers the right questions.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

ShepHyken

SEPTEMBER 14, 2020

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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. What are you planning for this special and important week?

Customer Service 213

Customer Service B2B B2C Call Center 213

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

SEPTEMBER 11, 2018

Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018).

Customer centricity 199

Customer centricity Employee engagement Customer Service Customer Experience 199

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. An updated loyalty program can help keep you connected to customers. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

SharpenCX

SEPTEMBER 14, 2021

More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. It’s time to recognize all their hard work.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

ShepHyken

OCTOBER 5, 2020

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. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Time to pay attention and meet your customers where they are.

Customer Service 164

Customer Service Virtual Agent Enterprise Contact Center 164

ShepHyken

APRIL 14, 2023

This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction. times more likely to stay in their roles.

Contact Center 162

Contact Center Management Customer Service Personalization 162

CCNG

JULY 20, 2022

I’m finding the same is true when it comes to how some organizations recruit prospective employees. Just like customer expectations have changed dramatically, so too have employee expectations of the workplace experience. It’s no different than the question I often ask organizations about their customer experience.

CCNG 195

CCNG Consulting Consulting Contact Center 195

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

SEPTEMBER 20, 2017

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating. And, of course, there is showing some love and appreciation to your customers.

Customer Service 268

Customer Service Feedback Management 268

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Nicereply

OCTOBER 4, 2021

If you work in a customer support segment you’re probably familiar with the celebration of Customer Support Week. For those who are new to the customer service world, let’s introduce you to the history behind the event. There are many ways how you can appreciate your customer support workers.

Customer Support 98

Customer Support Personalization Customer Service Management 98

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. What would have taken many months to implement for any other initiative took only a few weeks.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers.

Customer Service 315

Customer Service Feedback Personalization Surveys 315

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Changing Expectations. Digital First Mentality.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254

ShepHyken

JUNE 24, 2019

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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. You know it happened when the customer says, “Wow! I never knew I wanted that.”

Customer Service 285

Customer Service Customer Support Customer Experience 285

ShepHyken

MAY 1, 2020

This week we feature an article by John R. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Control the Narrative. Take action.

Government 300

Government Consulting Consulting Personalization 300

TeamSupport

OCTOBER 5, 2020

Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees.

Customer Service 101

Customer Service Brand ambassadors B2C Morale 101

Bill Quiseng

MAY 2, 2021

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service. STEP ONE: Thank ALL customers who gave you survey feedback.

Customer Service 136

Customer Service Surveys Feedback Education 136

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Nicereply

JUNE 17, 2021

Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients. Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors.

Feedback 105

Feedback SaaS B2B Education 105

SharpenCX

SEPTEMBER 22, 2021

They changed how people travel and enjoy time away from home. And, they’ve given other companies the best example of what a good customer experience looks like. And, they’ve given other companies the best example of what a good customer experience looks like. I’m a fan of Airbnb and I’m not the only one.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

ShepHyken

APRIL 23, 2018

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. The Secret To Superior Customer Experience by Denise Lee Yohn. A Checklist for Superior Customer Service by Paul Selby. I love to make a list.

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

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. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

MARCH 20, 2020

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. And yet all 50 are TALKING TO CUSTOMERS! Yes, you should be freaking out.

Employee engagement 260

Employee engagement Contact Center Coaching Marketing 260

CX Accelerator

JULY 1, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Changing Expectations. Digital First Mentality.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Gamification 79

Gamification Contact Center Coaching Quality management 79

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. Below are five best practices that will help you enhance agent adoption and improve your service efficiency.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. You will save yourself time and potential embarrassment!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CSM Magazine

NOVEMBER 24, 2022

Ipswich-based staff at UK Power Networks are celebrating two European Customer Service awards this week. A top class Ipswich-based customer service team is celebrating a run of award wins, the latest of which has seen them voted the best in Europe.

Employee engagement 59

Employee engagement Customer Service Customer Experience Management 59

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159