ShepHyken

MARCH 18, 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. Do You Know Who Your Competition In Business Really Is? They not only come back, they promote and defend you.

Customer Service 198

Customer Service Government Customer centricity Customer Experience 198

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Understanding and predicting customer needs are key to effective customer engagement. Customer interaction often spans multiple departments or silos within a company.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

Steve DiGioia

MAY 23, 2022

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. Can you still provide the same level of service as others?

Personalization 361

Personalization Marketing Customer Service 361

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Actually, Amazon doesn’t provide free shipping.

B2C 162

B2C B2B Education Customer Service 162

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Maybe the rep gave you a refund without questions or quickly solved a technical issue.

Customer Service 168

Customer Service Chatbots Surveys Personalization 168

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics. Measure Customer Satisfaction Using Quantitative Metrics.

Customer Experience 333

Customer Experience Metrics Customer retention Analytics 333

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?”  . Let’s assume we really are, and if that is true, congratulations. You are envied by your peers – and your competition.

Customer Service 192

Customer Service Surveys Customer Experience Sales 192

CCNG

AUGUST 24, 2022

It was a good job and I was fortunate to have really great colleagues. No longer was I serving the colleagues or the external customers in the way I wanted to. My background has always been in customer service in one way or another. Interesting what you learn or what is reinforced. Customers appreciate that.

Construction 195

Construction Technical Support Healthcare Consulting 195

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. I’ll let you be the judge.

Sales 355

Sales Enterprise Customer Service Personalization 355

ShepHyken

JANUARY 13, 2023

She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

Feedback 180

Feedback Surveys Metrics Personalization 180

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. Consumers were turning to online delivery options, and they will continue to do so. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have.

Consulting 349

Consulting Consulting Sales Self service 349

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. S atisfy – Make it right.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

DECEMBER 24, 2023

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. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.

Customer Service 156

Customer Service B2C B2B Customer Experience 156

ShepHyken

JANUARY 8, 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: Here are 23 things NOT TO DO! For example, he turns “The Great Resignation” into “The Great Retention.”

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

ShepHyken

JULY 9, 2021

He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail. Send a Personal Welcome.

Consulting 337

Consulting Consulting Enterprise B2B 337

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. What were you thinking?

Customer Service 189

Customer Service 189

ShepHyken

JANUARY 12, 2023

She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

Feedback 134

Feedback Surveys Metrics Personalization 134

Toister Performance Solutions

JANUARY 11, 2024

Your customer struggles to describe the problem over the phone. You try to walk them through some diagnostics. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face. Janelle: “Great.

Technical Support 114

Technical Support Customer Service 114

Steve DiGioia

MARCH 25, 2020

It seems like the logical thing to do. So, what should I do? What should we do? Will we ever care about customer service the same way again? After all, is it really that important after what we’re going through now? True service comes from caring for another’s wellbeing and putting their needs above our own.

Personalization 262

Personalization Management Sales Customer Service 262

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Airlines 156

Airlines Marketing Customer Experience Personalization 156

Steve DiGioia

SEPTEMBER 10, 2020

I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”. I would tell them, “If you think you have a better way of doing things, I want to hear it”. This is how great teams are born. The Humble Manager Values Teamwork. I believe so.

Management 191

Management 191

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. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Personalization Marketing 116

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service.

Customer Service 105

Customer Service Management 105

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. Now consumers really prefer and expect self-serve options.”

Self service 142

Self service Contact Center Chatbots Consulting 142

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! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

Steve DiGioia

FEBRUARY 18, 2019

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service.

Sales 212

Sales Customer Service Management 212

Steve DiGioia

OCTOBER 8, 2020

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. Personalize Customer Service.

Personalization 147

Personalization Customer Service 147

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

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Here are simple but effective ways you can do just that.

Technology 188

Technology Finance Accountability Banking 188

Integrity Solutions

FEBRUARY 1, 2024

Is it something needed or that people even want to do? While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers.

Sales 106

Sales Coaching Scripts B2B 106

TeamSupport

OCTOBER 12, 2022

Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers?

Self service 98

Self service Chatbots Engineering Customer Support 98

Integrity Solutions

OCTOBER 23, 2023

It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. “To become successful in sales, you need a lo t of networking. You need a lot of support. You can’t fake enthusiasm — at least not for long.

Sales 114

Sales Coaching Education Feedback 114

Fonolo

JULY 13, 2023

In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. The more empathy you have with your customers, the more they will value their relationship with you - and your products.

Customer Service 67

Customer Service Call Center call center professionals Scripts 67

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Nicereply

JANUARY 4, 2022

It’s not that important what kind of business you do. Providing good customer support is what matters in the end. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. As the Great Resignation continues to loom over the industry, hiring and training more agents may not be in the budget. Customer Portal.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156