ShepHyken

JULY 22, 2020

I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the person I want on my side.

Sales 402

Sales Customer Service Personalization Customer Support 402

ShepHyken

AUGUST 3, 2021

Top Takeaways: – The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. And then, of course, are you focusing on delivering an excellent customer experience? – Customers are trading loyalty for convenience, status, and value.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Beyond Philosophy

NOVEMBER 23, 2023

Moreover, it made it clear that even though it seems counterintuitive, given the example of my regretting a purchase, regret is a powerful tool in your marketing toolbox. Regret isn’t an emotion only for disappointed new customers. Regret happens even with superfans of your products. Is it the programming? It’s slow.

Feedback 195

Feedback Marketing Sales Personalization 195

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Often, leaders think they are empowering their team by giving them more work.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. If a company wants to know how to win the hearts and minds of customers, they must first understand how customers feel and how they think.

Personalization 195

Personalization Marketing Consulting Consulting 195

ShepHyken

JUNE 8, 2023

It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Even gaps that we might consider small can cause gulfs in your customer experiences. This can critically damage your business’s reputation.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Beyond Philosophy

OCTOBER 28, 2023

The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making. 22:08 Ryan shares what can happen if people continue to make choices to buy things they don’t use and how it can backfire on your experience. Check it out here.

Marketing 195

Marketing Personalization Customer Experience 195

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? I understand this concept from personal experience.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . The gist of that article was about doing something different than your competition. Something that you could be known for and would differentiate you from your competition.

Banking 342

Banking Contact Center Customer Service Customer Experience 342

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 231

Customer Service Customer retention Personalization Surveys 231

ShepHyken

NOVEMBER 12, 2021

The differences between companies with exceptional customer service and the ones that don’t shine in quite the same way show up long before any interaction with a customer. Where Customer Service Really Starts. In order to be true to that, everything we do must be in full alignment with each one, especially our customer service.

Customer Service 251

Customer Service Personalization Customer Experience 251

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Our customers may find us as the result of a Google search or a recommendation from a friend or colleague. So, when does the customer start making the decision to buy?

B2C 312

B2C Entertainment B2B Sales 312

ShepHyken

FEBRUARY 9, 2022

We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. One is focused on business numbers, as just mentioned, and the other is personal information. A customer may buy running shoes.

Personalization 190

Personalization Customer Service Marketing Customer Experience 190

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have. However, it also means creating a better experience for customers when they come into a store.

Consulting 347

Consulting Consulting Sales Self service 347

ShepHyken

JANUARY 5, 2021

Personalizing the Customer Experience at Scale. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience. Top Takeaways: If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it.

Personalization 201

Personalization Sales Customer Experience Marketing 201

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. Create a survey to learn what your customers want and expect from you.

Feedback 376

Feedback Surveys Customer Service Sales 376

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Customer Service 371

Customer Service B2C B2B Customer retention 371

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? 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. In Matt’s words, “The world is now on-demand and highly personalized. People will even pay more for convenience.

Customer Experience 280

Customer Experience Transportation Personalization Accountability 280

CX Global Media

FEBRUARY 6, 2019

But that feeling of people or channels (channel management versus customer experience) can be so hard when you’re focused on the workload and response time. But I was given my reality check when I met up with Alon Waks of Kustomer at Customer Contact Week. I’m a person. Not efficiency metrics or channels to be managed.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team. The bot delivered an answer.

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. When in actuality a five-star experience has nothing to do with cost or luxury at all. Dale Carnage.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

ShepHyken

NOVEMBER 15, 2022

Creating a Good Customer Offboarding Experience . Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack , a platform that helps companies reduce customer churn and increase their lifetime value. What looks like the end is actually a point where you can provide a great experience that retains the customers. .

Personalization 156

Personalization Technology Customer Experience Customer Service 156

Toister Performance Solutions

MARCH 14, 2024

I bet I can diagnose your learning style with three questions. Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? Even worse, using learning styles can have a negative impact on your customer service training. How do you take notes in a training class?

Customer Service 117

Customer Service Personalization 117

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Bill Quiseng

OCTOBER 24, 2021

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m Service IS having the liberty to determine one’s own actions, in this case, not to satisfy them, but to actualize their happiness. Service is not satisfying your customers because you have to please them.

Personalization 148

Personalization Customer Service 148

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. And here is where your “best” gets even worse. Today’s guest post was written by my friend and customer service colleague Leslie O ‘Flahavan. I hope you enjoy her post.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Customers can be swayed by factors such as convenience, price, and product quality.

Customer Service 162

Customer Service Marketing Personalization Management 162

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? According to a recent PWC survey, customers value : Speed.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. Follow these tips to perfect the customer service email, and boost your brand’s identity in the process.

Personalization 173

Personalization Customer Service Customer retention Feedback 173

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.” Today, we have cell phones.

Customer Service 103

Customer Service Banking Education Personalization 103

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. Many often debate and overcomplicate what personalizatio n means, but it boils down to a few key concepts: treating customers like humans rather than numbers and making their lives easier by solving their problems faster and anticipating their needs. Shocking, but true.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Bill Quiseng

NOVEMBER 8, 2023

Who is the first person to walk on the moon? With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care?

Customer Care 88

Customer Care Customer emotions Education Customer Service 88

Global Response

MARCH 27, 2024

An effective call center script balances consistent service quality with personalized customer interactions. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create. Today, we’ll explore several techniques for creating effective customer service scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62