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
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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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 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
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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
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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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
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. 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
136 This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. 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
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. MORE
Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. customer service Customer Experience MORE
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here. MORE
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. Customer Experience Design Internal Customer Service MORE
Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience MORE
1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? The post Where Does the Next Customer Service Superstar Come From? 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
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors. 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
I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service. 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
136 Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. MORE
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
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
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?
Call Center Coach
OCTOBER 31, 2018
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.
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.
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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.
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!
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.
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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.
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
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.
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.”.
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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.
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
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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?
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.
Contact Center Pipeline
MAY 4, 2018
Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […]. Customer Service call center contact center customer service customer service vision vision statementI know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you.
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
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.
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
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.
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.
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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.
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.
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?”
Steve DiGioia
NOVEMBER 26, 2018
1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? The post Where Does the Next Customer Service Superstar Come From?
Contact Center Pipeline
OCTOBER 4, 2018
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work.
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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.
Brad Cleveland
NOVEMBER 2, 2017
Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here.
Myra Golden Media
NOVEMBER 29, 2018
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. Customer Experience Design Internal Customer Service
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.
Contact Center Pipeline
DECEMBER 14, 2017
Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.
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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.
Contact Center Pipeline
NOVEMBER 22, 2017
As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied to the point that they’re going to explore their options with your competitors.
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 7, 2018
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.
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?
Advertisement
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.
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.
UJET
DECEMBER 13, 2018
Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. customer service Customer Experience
Omnicus
SEPTEMBER 5, 2018
Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience
Call Center Weekly
SEPTEMBER 6, 2017
I heard more of the same when I called customer service and the rep tried to convince me tiny car was a mid-sized SUV. Frustrated by the difficulty, I promptly returned the car and found another company that had both a larger vehicle and better service.
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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