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 1231

Automotive Customer Service Customer Experience Management 1231

Shep Hyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. So, after you read this, I urge you to go back and read the original article. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers.

Management 111

Management Customer Service 111

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 134

Personalization Customer Service 134

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it.

Customer Service 158

Customer Service Benchmark Best practices Customer Care 158

Speaker: Liz Richardson and Deena Zenyk

If you’re a marketer, or you need more information and understanding on how to turn customers into advocates, you need this upcoming webinar. You will learn: best practices for architecting a customer advocacy program, key outcomes & measurements, how to identify and recruit advocates from your community, and incentive types and how to use them. Register now for October 6th, 2021, at 12:00pm EDT.

Customer advocacy

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 280

Management 280

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. Click To Tweet.

Personalization 201

Personalization Customer Service 201

Steve DiGioia

SEPTEMBER 10, 2018

Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.

Sales 173

Sales Marketing Customer Service 173

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 106

Marketing Coaching Customer centricity Sales 106

kommunicate

APRIL 22, 2021

He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. The post How to Build Chatbot for Facebook?

Chatbots 83

Chatbots 83

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

Interactive Voice Response

BEN BITVINSKAS

SEPTEMBER 20, 2021

Learn tips and tricks for building a conversation that had a bad start

207

207

Steve DiGioia

JULY 5, 2021

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. It’s not that difficult to do. Here’s how to do it.

Personalization 225

Personalization Customer Service 225

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 150

Management Scripts Coaching Accountability 150

CX Global Media

FEBRUARY 10, 2021

He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Sean Ryan was put in charge of an engineering team that had more experience than he had been alive.

Engineering 156

Engineering Customer Experience 156

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

outsourcing

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.

Customer retention 321

Customer retention B2C B2B Customer Service 321

Myra Golden Media

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Airlines 134

Airlines Personalization Customer Experience 134

Myra Golden Media

FEBRUARY 6, 2018

Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. It’s pretty easy to give a firm answer when you have the right approach. Making your answer the final answer comes down to two things. I talk about how to make your answer the definitive solution in the short video below.

Customer Service 249

Customer Service Management Call Center 249

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. What Does an Allergy Have To Do With Customer Service?

Customer Service 259

Customer Service Education Accountability Management 259

Advertiser: Vanilla Forums

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

Customer Support

Myra Golden Media

JANUARY 23, 2018

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you. Diplomatic comebacks to cussing set you up as professional and assertive, and they help you get the respect you deserve.

Customer Service 171

Customer Service Personalization Management Customer Experience 171

CX Global Media

JANUARY 27, 2021

He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to perform better and be incredibly successful at what they do.

Customer Experience 120

Customer Experience Engineering 120

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 143

Customer Service 143

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 511

Customer Experience Government Feedback Management 511

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.

Journey mapping

Myra Golden Media

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? Here are three steps to easy National Customer Service Week planning! Create team-building activities and have a “kudos” day to say thank you.

Customer Service 256

Customer Service Management Customer Experience 256

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 62

Marketing B2B Best practices Customer Experience 62

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers.

Customer Service 170

Customer Service Personalization Management Call Center 170

kommunicate

APRIL 22, 2021

He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. The post How to Build Chatbot for Facebook?

Chatbots 52

Chatbots 52

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

CCNG

Myra Golden Media

APRIL 17, 2017

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones. Can you imagine how draining this must be? But there are other ways to get employees off of the phones for part of their day. Let employees attend meetings, perhaps in your place, from time to time.

Agent burnout 153

Agent burnout Customer Service Feedback Call Center 153

ShepHyken

MARCH 17, 2021

It seems that most of the companies that customers love to do business with have something in common. Sure, they want to make the sale, add more revenue and get higher ratings. But when they focus on the customer’s needs, the rest seems to fall into place.

Sales 335

Sales Customer Service Customer Experience Management 335

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 216

Personalization 216

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 124

Accountability Customer Service 124

Speaker: Richard Millington, the Founder of FeverBee

Join us on Tuesday, May 11th at 12:00 PM EDT for a webinar led by Richard Millington, the Founder of FeverBee. Richard will talk through FeverBee’s approach to identifying and delivering on an organization's unique value.

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 225

Morale Management 225

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 229

Customer Care Customer Experience Customer Service 229

C3Centricity

JUNE 2, 2021

factors to consider when pricing your product, service or solution. During that time, I have noticed that some of these clients experienced customer erosion or profit sub-optimization due to poor pricing practices. Pricing needs to cover your costs. Pricing is related to value.

B2B 110

B2B B2C Best practices Construction 110

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. If your company isn’t taking advantage of the ability to text customers, you’re missing out on an incredible opportunity.

Personalization 63

Personalization Best practices Customer Care Customer Service 63

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