ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.

Automotive 1261

Automotive Customer Service Customer Experience Management 1261

Steve DiGioia

OCTOBER 8, 2020

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. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.

Personalization 136

Personalization Customer Service 136

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.

Marketing 77

Marketing Coaching Customer centricity Sales 77

Steve DiGioia

AUGUST 17, 2020

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. Do this before speaking to John again.

Management 243

Management 243

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ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. Fortunately, there is no mystery to it.

Customer Experience 518

Customer Experience Government Feedback Management 518

Steve DiGioia

DECEMBER 16, 2019

Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Remember, they too want to spend time with family et al and have their own shopping to do. Here’s how to be a better retail customer during the holidays. We expect our shopping experience to be: Hassle-free.

Personalization 156

Personalization Customer Service 156

ShepHyken

JUNE 24, 2020

Get ready to do a little math. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. Obviously, the closer you are to 100% the better.

Customer retention 235

Customer retention B2C B2B Customer Service 235

Steve DiGioia

SEPTEMBER 12, 2016

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates. Any great business must run like a movie set where each employee is an actor with a specific role to play. The director, or senior management, sets the tone for all to follow. But to what extent?

Management 168

Management Scripts Coaching Accountability 168

Influitive

MAY 16, 2018

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

Marketing 59

Marketing B2B Best practices Customer Experience 59

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ShepHyken

NOVEMBER 14, 2018

The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start. For example, if you sell from your website, how many steps does it take for a customer to check out? How many lines of information do they fill out? That’s a combination that is hard to beat.

Customer Care 236

Customer Care Customer Experience Customer Service 236

ShepHyken

AUGUST 5, 2020

It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people? To date, 25 of those original 26 areas have been eliminated. This is similar to an exercise that we do in our customer service workshops.

Customer Service 304

Customer Service Customer Experience Management 304

Steve DiGioia

OCTOBER 15, 2020

Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? We all strive for the best but are we willing to do what’s needed to achieve the moniker of “the best”? Get Noticed to Get Ahead.

Personalization 148

Personalization 148

ShepHyken

MAY 22, 2019

You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you. The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. Perhaps the customer had a flat tire on the way to an important meeting. Imagine this.

Personalization 263

Personalization Sales Customer Service 263

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Education

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

Management 178

Management Customer Service 178

Beyond Philosophy

NOVEMBER 19, 2019

We usually talk about how you should use the principles of brand management to deliver excellent Customer Experience. In other words, marketing your Customer Experience has given you everything you need to know about selling yourself. Moreover, it has taught you all you need to know about improving your experience as a person. For example, one of the first things you do in a job search is to determine what position you want. Marketing Yourself.

Marketing 221

Marketing Consulting Consulting Management 221

ShepHyken

JULY 17, 2019

Make you irritable and not pleasant to be around. They went all the way to Game Seven. For those that don’t know, all the Stanley Cup games leading up to and including the finals are played as a best of seven series. The first team to win four games in their series advances to the next round and eventually, if they are good enough, wins the championship. The first team to score in overtime wins the game. Time to move on. Something bad happens.

Coaching 243

Coaching Customer Service Customer Experience 243

ShepHyken

AUGUST 26, 2019

I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it? Sure, you may already know how important customer service and experience are, but just a reminder that 86% of customers are willing to pay more for a great experience.

Customer Service 221

Customer Service Advertising Customer Experience Feedback 221

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Customer Experience

Steve DiGioia

JANUARY 8, 2018

Do you reach out on social media to the businesses you purchase from? Your Facebook or Twitter account provides an opportunity to let them know how happy you are with their product – or not! So, how do you tell if your favorite brand monitors social media? Many of you have read an earlier post of mine where I told the story of when Zappos, very unexpectedly, sent me a tweet in response to a conversation I had with a friend in a Twitter chat room.

Accountability 140

Accountability Customer Service 140

Quiq

MARCH 11, 2020

First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing. If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity. Share This Story.

Personalization 48

Personalization Best practices Customer Care Customer Service 48

Steve DiGioia

AUGUST 13, 2020

But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.

Morale 181

Morale Management 181

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. Humans adapted to conserve energy as a result.

Customer effort 342

Customer effort Government Consulting Consulting 342

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Marketing

Beyond Philosophy

MARCH 22, 2019

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. Listen to the podcast in its.

Management 210

Management Coaching Consulting Consulting 210

Steve DiGioia

SEPTEMBER 24, 2018

does your Net Promoter Score tell you enough to make a difference? I’ll get to that in a moment but first, some background. According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Metrics 314

Metrics Surveys Customer Experience Management 314

Beyond Philosophy

MARCH 8, 2019

Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. As a customer loyalty consultant to Fortune 100 Companies, Bell explains how Innovative Service is the kind that gets talked about, and what inspires the customer behavior you want. The main difference is that customers expect your experience to be value-added.

Consulting 273

Consulting Consulting Customer Experience Marketing 273

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.

Surveys 91

Surveys Metrics Sales Best practices 91

Advertiser: ZoomInfo

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Marketing

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. The secret of the game is to make it easy and frictionless.”. I even wrote a book devoted to exactly that: The Convenience Revolution.

Customer Experience 185

Customer Experience Transportation Personalization Accountability 185

Beyond Philosophy

MARCH 23, 2018

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? The Tufts researchers think the airlines are cushioning their schedules with extra time to prevent customers from becoming frustrated with flight delays. If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m. Now I have time to grab a late lunch!

Management 257

Management Airlines Transportation Consulting 257

REVE Chat Blog

FEBRUARY 19, 2020

How to deal with rude customers? The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business. To handle rude customers is an unfortunate reality no matter what type of business you operate. Customers are usually pretty up-front with their feelings when brands fail to meet their expectations.

Scripts 52

Scripts Best practices Feedback Metrics 52

Avoxi

SEPTEMBER 5, 2019

Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI. Virtual Numbers how to dial south africa south africa phone numbers

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Advertiser: ZoomInfo

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Best practices

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. Some customers will show racism, sexism, others might even try to hit on you. ” But how do you keep your professional cool in such situations? All that matters is how you respond.

Personalization 272

Personalization Customer Service Customer Experience 272

Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” People many times do not want to be delighted; they want to be done already.

Customer effort 279

Customer effort Government Consulting Consulting 279

ShepHyken

DECEMBER 3, 2018

I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business.

Customer Service 209

Customer Service Airlines Customer retention Marketing 209

Provide Support

JULY 14, 2015

What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. By paying attention to a few things below, you can minimize the risk of ending up an unhappy customer. To prevent finding yourself unhappy with a product, the following things can help: Knowing exactly what you want.

Banking 69

Banking Accountability Customer Service Best practices 69

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