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Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. MORE
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. The global pandemic has forever altered customer behavior. MORE
Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Well done, Google and Dinaco, for your service. MORE
Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. 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. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed. MORE
Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic. MORE
Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. MORE
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. MORE
Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Celebrate the heart of service with us tomorrow for Day 2. . Customer Experience Design MORE
What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. MORE
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. MORE
You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding. 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?” While all that – and more – can create good customer service, there is an even bigger answer. We cannot determine if we give good customer service. MORE
Customer Service compassion interpersonal skillsIt was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right. MORE
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In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Agent Development communication skills customer emails customer service email writing skills“Thank you for contacting us.” MORE
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Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. MORE
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service. MORE
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. MORE
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. Customer Experience Design 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. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. These are the brands known for amazing service. MORE
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. MORE
Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. MORE
How to provide the best customer service and support during this unprecedented holiday season. Guides MORE
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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. And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more. MORE
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Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. MORE
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. MORE
Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Join me tomorrow for the final day of Customer Service Week! . MORE
Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Customer Experience Design MORE
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Customer Experience DesignWatch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . MORE
Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. MORE
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. MORE
I hope to see you tomorrow at the official Customer Service Week celebration. . Customer Experience DesignYesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? MORE
Customer Service Related Topics Myra Golden Media
OCTOBER 6, 2021
Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below.
Contact Center Pipeline
DECEMBER 16, 2020
Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
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GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
ShepHyken
NOVEMBER 25, 2020
Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Myra Golden Media
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. Customer Experience Design
Contact Center Pipeline
OCTOBER 12, 2021
Customer Service compassion interpersonal skillsIt was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right.
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
Myra Golden Media
OCTOBER 7, 2021
Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Join me tomorrow for the final day of Customer Service Week! .
Speaker: Cognigy and CCT
Adding chatbots and voice bots are great first steps contact centers are taking to automate customer service. But what about other digital channels? Customers of 2022 are more likely to expect brands to communicate with them on their channel of choice. Join this live discussion with two contact center solution experts on how to enable live agents to work across all digital channels and deliver a professional multi-experience across all touch points.
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ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
ShepHyken
DECEMBER 23, 2020
You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding.
CCNG
MARCH 12, 2021
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. The global pandemic has forever altered customer behavior.
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. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.
ShepHyken
FEBRUARY 19, 2021
She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
ShepHyken
JANUARY 1, 2021
Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.
Myra Golden Media
OCTOBER 4, 2021
Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. Celebrate the heart of service with us tomorrow for Day 2. . Customer Experience Design
Contact Center Pipeline
OCTOBER 5, 2020
Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections.
Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions
Join CCNG member Noel Roberts of Aria as he discusses how to leverage chatbots to deliver excellent customer service that improves the customer experience and drives ROI. We’ll look at some of the challenges facing organizations, including common pitfalls, and will recommend ways to avoid them.
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. And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more.
Myra Golden Media
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Customer Experience DesignWatch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
Contact Center Pipeline
OCTOBER 7, 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.
Steve DiGioia
SEPTEMBER 24, 2020
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.
Myra Golden Media
OCTOBER 5, 2021
I hope to see you tomorrow at the official Customer Service Week celebration. . Customer Experience DesignYesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it?
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
Contact Center Pipeline
DECEMBER 10, 2021
Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic.
Taylor Reach Group
OCTOBER 8, 2021
Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Well done, Google and Dinaco, for your service.
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
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?” While all that – and more – can create good customer service, there is an even bigger answer. We cannot determine if we give good customer service.
ShepHyken
DECEMBER 7, 2020
Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst.
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”.
Myra Golden Media
SEPTEMBER 17, 2021
Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Customer Experience Design
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Fonolo
SEPTEMBER 16, 2021
Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
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. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. These are the brands known for amazing service.
Contact Center Pipeline
NOVEMBER 4, 2021
In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Agent Development communication skills customer emails customer service email writing skills“Thank you for contacting us.”
Myra Golden Media
JUNE 9, 2021
Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
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