ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 201

Government Customer Service B2B B2C 201

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 190

Government Customer Service B2B B2C 190

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

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 307

Sales Customer Service Advertising Customer Experience 307

TechSee

SEPTEMBER 21, 2023

AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. Meet Sophie AI Sophie’s MultiSensory AI fuses data, text (LLMs), audio, speech and visual AI. Sophie AI Agent The full transformational value of Generative AI will be in customer service automation.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them.

Customer Service 183

Customer Service Customer Experience 183

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

FEBRUARY 17, 2020

For example, when you call into Apple on the customer service line, a quasi-Siri will answer. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. We see chatbots mimicking human behavior already today.

Airlines 417

Airlines Call Center Consulting Consulting 417

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply.

Customer Service 371

Customer Service B2C B2B Customer retention 371

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 163

Customer Service Self service Personalization Marketing 163

Contact Center Pipeline

FEBRUARY 23, 2023

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff.

Contact Center 130

Contact Center Call Center Technology Customer Service 130

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Can you meet it? It is when it happens.

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

Customer Service 263

Customer Service Education Customer Experience Personalization 263

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 190

Customer Service B2C B2B SaaS 190

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple.

Customer Service 116

Customer Service Personalization Marketing 116

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 314

Customer Service Advertising B2B Chatbots 314

ShepHyken

JUNE 22, 2016

Be it digital or face-to-face, today we must improvise to meet the expectations and needs of our customers. After listening to what the customer wants, acknowledge them, which is the Yes. The customer service rep appears to be very knowledgeable and gives me the information I need. Here’s a very simple example.

Wireless 209

Wireless CRM Scripts Education 209

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service? Use the “ P.I.C.K.A.

Customer Service 346

Customer Service Education Accountability Management 346

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Customer service training doesn’t have to be so formal. It doesn’t need to be its own meeting.

Customer Service 252

Customer Service B2C B2B Management 252

ShepHyken

MAY 6, 2022

He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 173

Customer Service outsourcing Construction Feedback 173

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. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Customer Service 303

Customer Service Technology Customer Care Customer Experience 303

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . You need help from your customers. We should never let up in our continuous efforts to improve our customer experience.

Customer Service 190

Customer Service Surveys Customer Experience Sales 190

ShepHyken

NOVEMBER 12, 2021

The differences between companies with exceptional customer service and the ones that don’t shine in quite the same way show up long before any interaction with a customer. Where Customer Service Really Starts. For us, that means our team members have to be able to meet people where they are.

Customer Service 251

Customer Service Personalization Customer Experience 251

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. Only with Comm100 can you achieve this balance.

Chatbots 88

Chatbots Customer Service Personalization Feedback 88

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily.

Customer Service 84

Customer Service Chatbots Analytics Big data 84