ShepHyken

MARCH 31, 2024

But it looks like it’s getting (or going to get) better. 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? Deloitte took a closer the service governments provide.

Government 201

Government Customer Service B2B B2C 201

CCNG

DECEMBER 14, 2023

Customers get things wrong, but arguing with your customers is a losing proposition. I tend to philosophize but Bob can turn complex things in the most Yogi Berra quote. In the late 90s, I thought I would get rich by eliminating humans in customer service. He calmly apologized to her and promised to not do it again.

Customer Service 221

Customer Service CCNG Chatbots Contact Center 221

ShepHyken

NOVEMBER 6, 2023

Quotes: “In today’s world, the customer is king, and retaining them is so important. ” “Through traditional channels, like email, a dissatisfied customer might leave the store furious and write to the company when they get home. .” ” “Employee experience reflects the customer experience.

Feedback 330

Feedback Healthcare Analytics Customer Service 330

ShepHyken

FEBRUARY 26, 2024

Quotes: “The best transformations you can undertake are those that impact your customers directly. ” “So many transformations fail because we are vague about the problem we’re trying to solve and the future state that we are trying to get to. What causes organizational transformations to fail?

Customer Experience 231

Customer Experience Customer Service 231

CCNG

NOVEMBER 15, 2023

Tips for Success To avoid this problem, there are three tips you might want to consider when comparing professional services proposals, in addition to the total price: Perform a Detailed Comparison of Scopes of Work Many customers request quotes from professional services vendors by giving them a brief description of their requirements.

Contact Center 195

Contact Center CCNG Cloud contact Consulting 195

ShepHyken

MARCH 22, 2021

When you put it all together, that’s what you get. Business News Daily) Making sure your customer service team feels empowered to get their work done is critical to their success. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. BONUSES.

Customer Service 336

Customer Service Best practices Marketing Customer Experience 336

ShepHyken

NOVEMBER 27, 2023

When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Customers can now use everyday language to get better results that accurately match what they are looking for.

Customer Experience 235

Customer Experience Self service Chatbots Engineering 235

ShepHyken

JULY 26, 2022

However, AI is about solving the customer’s problem by providing a self-service option, interacting with a bot, or getting that customer to a human. It is also about being able to recognize when the best thing to do is to get out of the way. Human-centered AI is not just about resolving the issue. New York Times ?bestselling

Real estate 347

Real estate Self service Customer Service Technology 347

ShepHyken

JANUARY 8, 2024

Quotes: “AI can help agents by reducing the amount of menial tasks so they can focus on the more complex work that they need to do.” ” “You are much better off upskilling agents and getting them to be productive than churning them and having to train new ones.” ” Tune in!

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

Beyond Philosophy

SEPTEMBER 21, 2023

It’s a good question that, in my experience, is easy to get wrong. Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. So, disrupting this assumption is difficult.

Construction 221

Construction Marketing Personalization Management 221

ShepHyken

DECEMBER 4, 2023

Customers value businesses that are always friendly, always helpful, and always reliable. Plus, Josh shares what it means to “get rid of your customers” and more nuggets from his latest book, The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. Quotes: “Recognize that your guests don’t need you.

Personalization 254

Personalization Customer Service 254

ShepHyken

MAY 11, 2021

Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want? .

Scripts 429

Scripts Customer Service Customer Experience 429

ShepHyken

SEPTEMBER 14, 2021

Know where your customers are, where they want to go, and how to get them there by understanding the problems that they want to solve. Quotes: “The trick to getting customers for life is serving and understanding your ideal customers. Creating Customers for Life. Creating the customer journey is not about a sales funnel.

Engineering 379

Engineering Consulting Consulting Marketing 379

Myra Golden Media

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” I just read this quote from the New York Times. If your team struggles to get angry customers to back down, get them in De-escalation Academy. Get your team in De-escalation Academy! ” Do you find your customers more intense ?

Customer Service 227

Customer Service Management Customer Experience 227

ShepHyken

FEBRUARY 20, 2024

Quotes: “Connect intentions with expectations. And since there are hundreds of options available, if a customer is not getting the experience that they expect, they will go somewhere else.” A positive employee experience contributes to positive customer experiences. Be a customer of your own business.

Customer retention 190

Customer retention Analytics Customer Experience Customer Service 190

ShepHyken

NOVEMBER 21, 2023

Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. Quotes: “Generative AI might reduce frontline workers in the future, but the good news is it will create jobs internally for people to monitor those tools and extract and analyze data.”

Personalization 222

Personalization Self service Chatbots Customer Support 222

ShepHyken

JULY 20, 2021

Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). Quotes: “ Organizations need to modernize workflows across customer engagement and service delivery to provide seamless experiences for customers.”.

Chatbots 384

Chatbots Customer Service Customer Experience Management 384

ShepHyken

FEBRUARY 6, 2023

Quotes: “It’s one thing to listen to customers. ” “Don’t be afraid to solicit feedback from your consumers, but also get feedback from your employees. .” Make a note of the issues that happen often. Document them, and determine if they are an anomaly or brewing bigger issues.

Feedback 302

Feedback Banking Sales Customer Service 302

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.

Customer Service 334

Customer Service 334

ShepHyken

JANUARY 2, 2024

Quotes: “What’s happening inside an organization is felt on the outside by its customers.” Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. ” “Stop focusing only on your customers when you’re looking at CX. .”

Customer Experience 212

Customer Experience B2C B2B Customer centricity 212

ShepHyken

JULY 31, 2023

Quotes: “Different channels allow you to communicate with a business, and each one can serve a very specific purpose. All of these need to work together so that the customer experience isn’t disrupted and there is no unnecessary friction to get from one channel to the next.”

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

OCTOBER 16, 2023

Get your CX house in order. Quotes: “We are now in the age of the customer where customers can quickly and easily switch vendors if they want to. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives. Embrace AI. Measure what matters.

Customer Experience 217

Customer Experience B2C Government B2B 217

ShepHyken

JANUARY 15, 2024

Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. Quotes: “If you decide to be competent, you will do the standard, tried and true methods. I beg to differ. This is about the performance of your people.

Accountability 196

Accountability Coaching Best practices Customer Service 196

ShepHyken

JULY 17, 2023

Quotes: “Diversity, equity, and inclusion are important to a business’s internal success with the employees, which translates to customer success.” Your customer experience team ensures customers get the service, support, respect, and appreciation they deserve. There is a difference between equality and equity.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

OCTOBER 9, 2023

When AI detects that a customer is not getting the desired answer or experiencing difficulties, it can seamlessly transfer the conversation to a human agent who can provide further assistance. Quotes: “Generative AI has brought about a mix of excitement, fear, and confusion since the beginning. We’ve got to get on our toes.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

ShepHyken

AUGUST 23, 2022

They start with branding, advertising, learning about the organization, getting on board the buying experience, payment, and all the other interactions the customer has with the organization. How do you get an emotional connection with an eCommerce company or a typical business where you have very little, if any, connection?

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

ShepHyken

JULY 19, 2022

They get paid for every ticket that they are able to resolve successfully. Quotes: “Customers want to get help and seek advice from people like them.” The Gig CX. Employing Brand Advocates to Improve Customer Experience. Some customers answer questions on forums for free just because they enjoy doing it.

Contact Center 313

Contact Center Customer Support Customer Service Customer Experience 313

ShepHyken

SEPTEMBER 4, 2023

” When leaders let their egos get in the way, it hinders collaboration and prevents teams from coming together to create amazing results. Quotes: “Empathy is a billion-dollar industry. Whether you do anything or not, your culture gets developed. However, only 30% of leaders feel that way.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

CCNG

JUNE 28, 2023

I see those two words together often and, frequently, I want to quote Inigo Montoya from The Princess Bride, "I do not think it means what you think it means".… Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".

CCNG 195

CCNG Customer Experience Customer Service B2C 195

ShepHyken

AUGUST 24, 2021

Quotes: “Customer success not only provides a great customer experience, it also helps companies save time and make the next upsell or cross-sell opportunity happen naturally.” He founded Custify to provide a tool that helps companies get the most out of the time they spend with their customers. It is a philosophy.

SaaS 342

SaaS Upselling Customer retention Feedback 342

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson.

Customer Service 167

Customer Service Journey mapping outsourcing Customer Experience 167

ShepHyken

APRIL 4, 2023

When done right, it is a game changer for businesses to get customers to perform a desired action, whether it is clicking a link, filling out a form, or buying a product. Personalization can help you get a better return on investment if you are doing paid ads. Quotes: “Personalization used to cost a lot.

Personalization 161

Personalization Surveys Customer Experience Customer Service 161

ShepHyken

DECEMBER 22, 2021

Tim suggests that instead of just saying, “Great job and thank you,” get a little more specific about what you’re praising. I realize you stayed late a couple of nights to get this report finished. To quote another old saying, “Too much of a good thing is not always a good thing.” Plenty of great comments. It’s a motivator.

Feedback 325

Feedback Customer Service 325

ShepHyken

APRIL 27, 2021

Businesses need to get feedback from a variety of customers. Quotes: “Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” Good practices around diversity and inclusion should happen every day. Increase your empathy.

Employee engagement 376

Employee engagement Feedback Customer Experience Sales 376

ShepHyken

AUGUST 31, 2021

It is creating consistent, exceptional experiences that get customers to talk about your brand. Quotes: “Every decision a company makes affects the customer. ” “Focusing on remarkable customer experiences that get customers talking will result in the word-of-mouth marketing that all companies want.”

Coaching 351

Coaching Marketing Customer Care Customer Experience 351

ShepHyken

OCTOBER 30, 2023

Quotes: “Forming relationships with people is what business is all about. Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. We can all learn from their methods. Employee engagement is crucial for maintaining a high level of service for any company or brand.

Employee engagement 184

Employee engagement Education Management Customer Service 184

ShepHyken

JUNE 15, 2021

Companies need to get in touch with how their customers want to communicate with them whether it is via phone, email, chat, social media, or other mediums. Quotes: “‘Make a promise, keep a promise’ should be everyone’s creed.” Top Takeaways: A customer gives us the gift of trust when they choose us.

Multichannel 378

Multichannel Contact Center Customer Service Technology 378