ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making. Connect with Shep on LinkedIn.

Customer Service 200

Customer Service Call Center Chatbots Call center experience 200

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Every interaction customers have with you or your company gives them the opportunity to form an impression.

Management 156

Management Customer Service Customer Experience Personalization 156

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

Customer Service 207

Customer Service Government Customer centricity Customer Experience 207

ShepHyken

OCTOBER 3, 2023

I’ve said it before – I don’t agree with the saying that the customer is always right. Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … Connect with Shep on LinkedIn.

Customer Service 389

Customer Service Customer Experience Management 389

Toister Performance Solutions

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

ShepHyken

JUNE 13, 2023

The point is that we validate our decisions based on our experiences in both our personal and professional lives. So, let’s take it to the customer service and CX world. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Management 193

Management Customer Service Personalization Customer Experience 193

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Bad Customer Service Puts $3.7

Customer Service 159

Customer Service B2B B2C Engineering 159

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 154

Customer Service Personalization Surveys Chatbots 154

ShepHyken

MARCH 12, 2024

The personality comes from the top and makes its way through the entire organization, eventually being felt by the customers. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression.

Personalization 385

Personalization Advertising Feedback Customer Service 385

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 149

Customer Service Best practices Metrics Banking 149

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 159

Customer Service Gamification Customer retention Customer Experience 159

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. There is the soft-skill side of customer service, being friendly and empathetic. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 171

Customer Service Entertainment Airlines Customer Experience 171

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 143

Customer Service Best practices Metrics Banking 143

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. If so, read this article.

Customer Service 168

Customer Service Average Handle Time Contact Center Metrics 168

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Surveys should be part of your customer experience strategy.

Customer Service 173

Customer Service Self service Surveys Contact Center 173

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 181

Customer Service Morale Surveys Consulting 181

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. Here are my top five picks from last week. The future is happening today!)

Customer Service 207

Customer Service B2C Customer retention B2B 207

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. My Comment: Some customer service and CX principles are universal, regardless of the industry. I agree with the title.

Customer Service 173

Customer Service Contact Center Customer centricity Banking 173

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences. He maintains that AI will “dominate customer experience (CX) in 2024.”

Customer Service 164

Customer Service B2C B2B Customer Experience 164

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 171

Customer Service Customer retention SaaS Best practices 171

ShepHyken

SEPTEMBER 12, 2023

As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. As an employer, which employee would you prefer to be taking care of your customers? He came back drenched. Connect with Shep on LinkedIn.

Customer Service 370

Customer Service Customer Experience Management 370

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. The ability to manage basic questions and issues with an AI-infused bot is becoming the norm.

Customer Service 164

Customer Service Construction Contact Center Scripts 164

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.” How do you know what your customers think of you? Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’m always quick to pick up an article that covers how to handle customer complaints. When managing a customer complaint, you’re not just trying to solve the problem. I can agree with most.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

AUGUST 8, 2023

For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers. The employee experience is an important experience to manage. The WX is a very important part of the UX.

Customer Experience 294

Customer Experience Customer Service Management 294

ShepHyken

MAY 30, 2023

2 to manage the wait time new patients experience. How do you handle the friction points in your business to provide a frictionless customer experience? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Slutsky has masterfully used option No.

Wait times 393

Wait times Marketing Customer Experience Customer Service 393

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. Her story is an interesting one. Like pulling off the Band-Aid, it may hurt for a moment, but your customers (and employees) will appreciate you more.

Airlines 235

Airlines Customer Service Customer Experience Management 235

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. Here is a great example of the power of this exercise and impress your customers. His agent, Katie, referred to as a relationship manager, made a hotel reservation for a trip to Europe to work on a very important court case. That’s why her title is “relationship manager.”

Customer Service 294

Customer Service Management Customer Experience 294

ShepHyken

AUGUST 16, 2023

It was her manager’s fault.” The explanation was simple. The manager should never have allowed one employee to run a restaurant that takes a team of people. The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. Connect with Shep on LinkedIn.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. If employees are now having to take on many unexpected roles—therapists, cop, conflict-resolution negotiator—then workplace managers are acting as security guards and bouncers to protect their employees.” Myra Golden. The New York Times said that. Enroll anytime. .

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

JULY 11, 2023

While it’s not their fault and really is out of their control, they could show a sign of effort to manage the problem, even if it isn’t the perfect solution. Instead, see it as an opportunity to show empathy and care for your customers. Come Up With a Solution – This may or may not be possible. A problem may be out of your control.

Construction 296

Construction Customer Service Customer Experience Management 296

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences.

Consulting 221

Consulting Consulting Education Customer effort 221

ShepHyken

JUNE 9, 2021

Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 380

Customer Service Management Personalization 380

CSM Magazine

MAY 16, 2024

Workshops and courses focusing on leadership principles , conflict resolution, and team motivation strategies can empower leaders to manage their teams more effectively. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195