The Customer Service Gap

ShepHyken

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.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week

ShepHyken

National Customer Service Week is coming up soon. 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.

Create Your Customer Service Mantra

ShepHyken

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.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

Customer Service Is a Habit (So Is Bad Customer Service)

ShepHyken

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.

What Makes Good Customer Service

ShepHyken

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?”

Your Customer Service DNA

ShepHyken

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.”.

Who Owns Customer Service?

ShepHyken

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.

Guest Blog: How to Turn Customer Service Mistakes Into Happiness

ShepHyken

The experiences you create for a customer is important, but how they feel about that experience is critical. In designing how you deliver emotion, consider what you can do to make customers: • happier they chose you. Once the mistake is made, the customer now has a negative opinion.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

What Has Changed in Customer Service?

ShepHyken

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video.

Guest Blog: The Importance of First Impressions in Customer Service

ShepHyken

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. One very important goal of customer service is to keep to consumer coming back.

5 Top Customer Service Articles for the Week of October 7, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. Give your agents a real gift for Customer Service Week by Paul Selby. (A

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. Customer service is not the first priority.

Charging More for a Better Customer Service Experience

ShepHyken

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?

A Doctor’s Prescription for Good Customer Service

ShepHyken

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.

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

ShepHyken

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention.

Customer Engagement + Bots: Connect with your customers in a new way

Speaker: Noel Roberts, CTO and VP of Marketing, Aria Solutions

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston.

Social Customer Service… Then and Now

Contact Center Pipeline

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

Five Ways to Eliminate Customer Service Friction

ShepHyken

Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. It could be on hold for customer support or in the waiting room of a doctor’s office.

How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

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.

Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. You know it happened when the customer says, “Wow!

5 Top Customer Service Articles for the Week of April 1, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months.

When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

5 Top Customer Service Articles for the Week of July 1, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience?

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

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.

5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Guest Blog: Customer Service in Retail – Infographic

ShepHyken

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. This offers an opportunity to delight the customer.

Video Games versus Customer Service

Taylor Reach Group

Most major video game companies are shifting to a “games as a service” model where you purchase a game with the expectation of playing it months, even years, down the line. With no reassuring statements from Bethesda, unhappy customers only got louder. by JD Fairweather.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

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.

5 Top Customer Service Articles for the Week of April 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. My Comment: Is it possible to learn a customer service lesson from government?

5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

5 Top Customer Service Articles for the Week of July 29, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic.

Customer Service Tip: The Power of Observation

ShepHyken

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience.

The Top 3 Ways to Forecast for Your Contact Center

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.