ShepHyken

MAY 15, 2023

Ask what the biggest friction points in your customers’ experiences are. Look at the companies you love and why you love them. Identify what you love about those companies that you can start doing with your team. Quotes: “Imagine what the best possible customer experience is and do that.

Entertainment 156

Entertainment Customer Experience Customer Service 156

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She asked if she could call me back the next day so we set up a time to talk, and true to her word, she did – and she was on time. Be honest about it. Customers want the truth, even if it’s not what they want to hear. She was amazing. Next, she explained why.

Customer Support 367

Customer Support Customer Service Personalization 367

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. Eventually, my frustration forced me to call customer support.

Customer Service 322

Customer Service Customer Support Technology 322

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 10, 2021

We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated. And don’t think customers won’t notice.

Coaching 383

Coaching Customer Service Personalization Management 383

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone. It doesn’t matter.

Customer Experience 168

Customer Experience Customer Service Personalization 168

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Customer Service 362

Customer Service Chatbots B2C Consulting 362

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Lego Customers Lose Millions of Pieces a Year. My Comment: I love great examples of customer service, and this is exactly that.

Customer Service 181

Customer Service Metrics Call Center Customer Experience 181

ShepHyken

JANUARY 13, 2021

One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience. He talked about teaching people what they are empowered to do. Horst shared a better story.

Customer Service 369

Customer Service Customer Experience 369

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 8 Tips for Improving Social Media Customer Service by Fara Haron. Do your customers talk about you?

Customer Service 293

Customer Service Customer Care Marketing Customer Experience 293

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

Customer Service 357

Customer Service Government Customer Experience Marketing 357

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. I met Rodney at a conference where I was speaking about customer service. They all promise their customers a lush green lawn green devoid of weeds.

Customer Service 329

Customer Service Management 329

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My comment: You know I love stats and facts about anything related to customer service and CX.

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

NOVEMBER 23, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! This regret got me thinking about all the ways it affects an experience. Regret isn’t an emotion only for disappointed new customers. It’s slow. The settings seem to change without warning.

Feedback 195

Feedback Marketing Sales Personalization 195

ShepHyken

JULY 15, 2020

I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. One of our readers, Scott Anderson, shared a story about staying at a resort in Mexico. You can’t WOW the customer every time.

Customer Service 384

Customer Service Personalization 384

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Customer advocacy becomes your best friend.

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

SEPTEMBER 28, 2022

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform. Top Takeaways: Delighting your customers adds value to your business because it is hard to replicate.

Consulting 175

Consulting Consulting Customer Experience Customer Service 175

ShepHyken

OCTOBER 16, 2018

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace.

Employee engagement 244

Employee engagement Entertainment Marketing Customer Service 244

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. Is it that simple?

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

OCTOBER 19, 2016

But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. Good food with good service is a winning combination. When he came by our table I complimented him on the great food and excellent service. Spend time with your customers. Make customers feel special.

Feedback 334

Feedback Customer Service Customer Experience 334

ShepHyken

NOVEMBER 30, 2021

How NPS Enriches the Lives of Customers, Employees, and Leaders. practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. We also talk about how NPS is still applicable in modern business and how it can be used correctly. Net Promoter®?system

Metrics 175

Metrics Management Customer Service Customer Experience 175

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. This list is good.

Customer Service 232

Customer Service Customer retention Customer centricity Education 232

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

Beyond Philosophy

FEBRUARY 19, 2022

Senior executives have risen to their position for many reasons, but one of them is a love for numbers. So, you can’t just have a “really great idea.” ” It would be best if you had a “really great idea” and an idea of how it will drive numbers for the organization. Executives live by numbers.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

FEBRUARY 16, 2023

I know nothing about the significance of kilowatt hours, EER ratings, or the nuances of fan-forced vs. convection vs. radiant/infrared options. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! His Ted Talk (with 5.5 in your product or service to choose you.

Consulting 195

Consulting Consulting Marketing Management 195

ShepHyken

OCTOBER 17, 2018

There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. It’s not about just learning, but also about executing on what we learned. This is why their customers are in love with the company.

Customer Care 303

Customer Care Best practices Personalization Customer Service 303

Customer Service Life

JANUARY 31, 2024

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.”

Contact Center 83

Contact Center outsourcing Management Feedback 83

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Self service 222

Self service Airlines Chatbots Consulting 222

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. by Dan Gingiss.

Customer Service 129

Customer Service B2C B2B SaaS 129

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. I know they’ll love it. I’ll be the talk of the town”. I’ll be the talk of the town”. You figured you’ll always have time to improve the service later. But will they stay? TipsOnThursday.

Customer Service 189

Customer Service 189

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Government 266

Government Contact Center Personalization Customer Service 266

ShepHyken

APRIL 13, 2021

Great CX Drives Trust & Engagement. How Customer Support Tools Can Impact Your Internal and External Customers. Shep Hyken interviews Ali Ray, VP of Customer Experience at Slack. They discuss how customer support tools can positively impact the customer experience.

Customer Support 194

Customer Support Customer Experience Customer Service 194

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. Seeing the customers they affect can be transformative.

Employee engagement 237

Employee engagement Morale Personalization Customer Experience 237

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Or, maybe a customer might write an accolade letter. It was a great teambuilding experience.

Customer Experience 315

Customer Experience Customer Service 315