INDUSTRY INSIGHTS YOUR PEERS ARE READING
As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams? MORE
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. MORE
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I Customer service teams have a lot of goals. MORE
Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers. MORE
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers. MORE
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
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If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. MORE
Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. MORE
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip? MORE
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. Surprise and Shout-Out to Customers. Tim Hortons is another brand that has made customer service a key component of its ad strategy. MORE
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! MORE
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. MORE
Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer ServiceThe ways in which we communicate with businesses have undergone many changes in the last few decades. MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion MORE
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
168 Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
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Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience MORE
When you bring in customer service agents who naturally have these five qualities, your customers are more likely to have positive experiences that strengthen brand reputation, engagement and loyalty. Hiring managers can use specific techniques to gauge a candidate’s emotional intelligence skills while ongoing training … 5 Qualities of Great Customer Service Agents Read More ». Success in the contact center begins with the hiring process. MORE
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. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?” MORE
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from. MORE
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit. MORE
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With the increased adoption of tech channels in our routine life, the innovating customer touchpoints also experience the digital transformations that change the consistency of human sales and service channels. What are the booming trends in Customer Service Technology? MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. The schedule changes and demands that come with live chat customer service. MORE
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot. MORE
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it. MORE
Customer Service Blog customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
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This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? Similar to the last quote, this is one thing I love about customer service. MORE
It’s been nearly two years since I shared my Recipe for Consistent Customer Service , and while that covers many customer service situations, there are still plenty of scenarios, or edge cases that require a rules interpretation from a manager or supervisor. MORE
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer. MORE
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It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? MORE
While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. And my passion is all about service. MORE
This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. A successful recording session for a client’s customized training is complete. MORE
Customer Service Related Topics 
Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Call Center Coach
SEPTEMBER 11, 2018
Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. What was my top customer service tip?
Beyond Philosophy
OCTOBER 15, 2015
Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. Customers are a demanding lot.
Peter Lavers
FEBRUARY 27, 2018
Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now!
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.
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ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
Customer Service Life
DECEMBER 3, 2018
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? Similar to the last quote, this is one thing I love about customer service.
Customers That Stick
JANUARY 15, 2018
Customer Service Blog customer-service-trainingWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
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This cheat sheet covers ten fundamentals of customer service to help your business excel
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ShepHyken
AUGUST 8, 2018
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.
Toister Performance Solutions
AUGUST 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I Customer service teams have a lot of goals.
Fonolo
OCTOBER 30, 2018
These days, customers are savvier than ever. Thanks to social media platforms, customers wield more power than ever before. Surprise and Shout-Out to Customers. Tim Hortons is another brand that has made customer service a key component of its ad strategy.
Customers That Stick
MAY 4, 2017
Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.
Customer Service Life
FEBRUARY 12, 2019
It’s been nearly two years since I shared my Recipe for Consistent Customer Service , and while that covers many customer service situations, there are still plenty of scenarios, or edge cases that require a rules interpretation from a manager or supervisor.
Myra Golden Media
NOVEMBER 30, 2018
This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. A successful recording session for a client’s customized training is complete.
Aspect
SEPTEMBER 19, 2018
As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?
ShepHyken
DECEMBER 7, 2016
Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.
Advertisement
Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. Your customers’ time is valuable—and they want you to. Increasingly, customers are the ones determining which. Customers can speak in their own words.
Omnicus
OCTOBER 4, 2018
Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience
HelpCrunch
JANUARY 25, 2019
If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ].
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. The schedule changes and demands that come with live chat customer service.
Customers That Stick
OCTOBER 15, 2016
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Advertisement
to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.
ShepHyken
JANUARY 2, 2019
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.
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. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”
Aspect
JULY 20, 2018
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.
ShepHyken
OCTOBER 4, 2017
This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.
Advertisement
AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? their customers. And in the world of customer care, getting. In customer care, it’s about deploying technology in a way that helps your.
OctopusTech
FEBRUARY 5, 2019
With the increased adoption of tech channels in our routine life, the innovating customer touchpoints also experience the digital transformations that change the consistency of human sales and service channels. What are the booming trends in Customer Service Technology?
ShepHyken
MARCH 8, 2017
Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.
Ansafone
FEBRUARY 6, 2019
When you bring in customer service agents who naturally have these five qualities, your customers are more likely to have positive experiences that strengthen brand reputation, engagement and loyalty. Hiring managers can use specific techniques to gauge a candidate’s emotional intelligence skills while ongoing training … 5 Qualities of Great Customer Service Agents Read More ». Success in the contact center begins with the hiring process.
Unymira
NOVEMBER 12, 2018
Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer ServiceThe ways in which we communicate with businesses have undergone many changes in the last few decades.
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that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. service levels. to Meet Any Custom.
Customers That Stick
NOVEMBER 3, 2015
Customer Service Blog customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.
ShepHyken
NOVEMBER 8, 2017
It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?
Ian Jacobs
DECEMBER 4, 2018
As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]. customer emotion customer experience Holiday 2018 Customer Experience (CX) customer service emotion
Advertisement
1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.
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