ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience.

Customer Service 145

Customer Service Surveys Customer Care Customer Experience 145

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. I’m a fan of surveys, but only if they are done correctly.

Customer Service 168

Customer Service Self service Surveys Contact Center 168

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 150

Customer Service Personalization Surveys Chatbots 150

ShepHyken

APRIL 30, 2024

They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. Connect with Shep on LinkedIn.

Entertainment 234

Entertainment Consulting Consulting Surveys 234

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 176

Customer Service Morale Surveys Consulting 176

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

B2C 150

B2C Customer Service B2B Marketing 150

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

Customer Service 168

Customer Service Consulting Consulting Customer Experience 168

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

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 169

Customer Service Customer retention SaaS Best practices 169

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 164

Customer Service Marketing Customer retention Customer Experience 164

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. I’ll share that company’s name at the end of this article. And did you guess what company this article is about?

Customer centricity 219

Customer centricity Chatbots Self service Feedback 219

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. Complete this short survey. How can we help?

Consulting 221

Consulting Consulting Education Customer effort 221

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

Interaction Metrics

AUGUST 2, 2023

Why Fox Rent a Car (and, by association, its Managing Director Gerardo Bermejo) should spend more time on listening and less time on gaming their customer surveys! As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it all. Your feedback is important,” claimed the survey. Eastern time!

Surveys 62

Surveys Feedback Advertising Accountability 62

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. Here’s a summary of the workshop and the insights gleaned: Unlocking a Customer Experience Transformation Strategy The workshop, spanning 85 minutes, was structured to encourage active participation and meaningful discussions among attendees.

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? We often get questions and comments on delivering great customer service and experiences. Are we taking a survey?

Customer Service 239

Customer Service Scripts Customer Experience Personalization 239

CCNG

JANUARY 4, 2023

This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. This sort of performance failure can lead to customer dissatisfaction, complaints, and defections.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Toister Performance Solutions

APRIL 28, 2022

I once delivered the same customer service workshop over 200 times in a two-year period. The survey results were almost always extremely positive, even with the hostile classes. The employee made it clear she didn't want to be in the customer service training class. Thousands of employees attended.

Customer Service 62

Customer Service Coaching Feedback Management 62

CSM Magazine

MAY 9, 2023

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. Market Research Understandably, market research is essential for start-ups to gain insights into their customers’ needs. Live chat support.

Customer Service 52

Customer Service Customer centricity Feedback Analytics 52

ShepHyken

OCTOBER 27, 2023

Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 145

Customer Experience Feedback Customer centricity CRM 145

CSM Magazine

JUNE 5, 2024

This trend has led hotels to curate local experiences, such as guided tours, culinary classes, and cultural workshops. According to a survey by American Express, 72% of travellers would rather spend money on experiences than material goods. Positive reviews can significantly impact a hotel’s reputation and attract new guests.

Customer Experience 52

Customer Experience Feedback Surveys Technology 52

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. If you’re a team leader who knows their team has what it takes but is just lacking a little direction, here are a few steps you can take to begin creating a positive, growth-driven customer service team culture.

Customer Service 98

Customer Service Feedback Healthcare Education 98

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. Will the product arrive on time? .”

Call Center 62

Call Center Metrics Coaching Surveys 62

Interaction Metrics

MAY 16, 2024

Interaction Metrics is a customer experience research firm. Our methods include workshops, customer service evaluations, and a wide range of surveys. A Phased Approach Every customer experience research company will have its own process; ours comprises three phases.

Customer Experience 62

Customer Experience Surveys Consulting Consulting 62

CSM Magazine

JUNE 14, 2023

In the exciting world of outdoor equipment retail, providing top-notch customer service is more crucial than ever. You can stand out from the rest by offering an exceptional shopping experience that goes above and beyond your customers’ expectations. Start by creating a welcoming and clutter-free retail store environment.

Customer Service 52

Customer Service CRM Sales Education 52

Comm100

MAY 27, 2024

This comprehensive guide will walk you through creating a detailed CSAT improvement plan to elevate your customer service standards. Collect and evaluate all customer feedback from various channels—surveys, emails, social media, and direct communication. Identify both strengths and weaknesses in your service.

Morale 40

Morale Feedback Customer centricity Wait times 40

JustCall

MARCH 9, 2023

What makes for inspiring customer service stories? And what leads to poor customer service stories? In this blog, we will look at real-life examples of good customer service stories and bad customer service stories. Is there a difference in approach? Technical issues might happen.

Omni-channel support 40

Omni-channel support Customer Service Feedback Wait times 40

The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience.

Customer Service 31

Customer Service B2B B2C Sales 31

CSM Magazine

NOVEMBER 30, 2016

The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. Another one of the trends in customer service crucial in satisfying today’s customers is prompt service.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

Interaction Metrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty. Nuanced analysis wins.

Metrics 62

Metrics Surveys Education Feedback 62

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. I love that!

Customer Service 39

Customer Service Customer centricity B2C Entertainment 39

ShepHyken

MARCH 7, 2017

Working off the National Retail Association’s list of top retailers, she and her team chose the top 50, went in and took their surveys, then recorded the information and evaluated it. Based on 15 points of objective criteria, they wanted to determine how good the surveys were. How can you get a better customer satisfaction survey?

Surveys 168

Surveys Metrics Customer Experience Customer Service 168

ShepHyken

JULY 10, 2023

Each week, I read many customer service and customer experience articles from various resources. 70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S.

Customer Service 31

Customer Service Customer centricity Customer Experience Technology 31

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Another survey found nearly 9 in 10 respondents said they’d be likelier to stay loyal to a business that welcomes and educates them after buying their product or service. Connect with Shep on LinkedIn.

Customer Service 33

Customer Service Customer retention Education Surveys 33

SoliCall

AUGUST 2, 2023

Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Train them on product/service details, communication techniques, problem-solving, and effective call handling. 4- Quality Assurance Programs. 5 – Technology and Tools.

Call Center 52

Call Center First call resolution Construction call center software 52