ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. This is where sales and customer service collide. This is where sales and customer service collide. Here’s the short version. And he has.

Sales 309

Sales Customer Service Advertising Customer Experience 309

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. Looking back, I did what most good people – or companies – would do for their customers.

Customer Service 350

Customer Service Customer Experience 350

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

156

156

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. 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?

Government 194

Government Customer Service B2B B2C 194

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. Here are my top five picks from last week.

Customer Service 227

Customer Service Technology Marketing Contact Center 227

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Customers are irrational by nature.

Customer Experience 574

Customer Experience Customer emotions Consulting Consulting 574

ShepHyken

FEBRUARY 10, 2021

That experience in show business gave me the stage chops to start my business as a professional speaker. Many of my friends are professional entertainers. 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.

B2C 316

B2C Entertainment B2B Sales 316

ShepHyken

JUNE 13, 2023

I just heard an excellent motivational speaker, Antonio Neves , and one of his messages was called “The Last 30 Days.” The point is that we validate our decisions based on our experiences in both our personal and professional lives. So, let’s take it to the customer service and CX world. It’s the same type of question.

Management 188

Management Customer Service Personalization Customer Experience 188

CCNG

NOVEMBER 1, 2023

To the Leaders Above WFM Teams: One – We Sit at the Crossroads of the Organization: As WFM professionals, we have a unique perspective that allows us to witness the intersections of various organizational functions. Happier agents lead to improved customer experiences, reduced turnover, and increased productivity.

CCNG 195

CCNG Analytics Employee engagement Contact Center 195

ShepHyken

SEPTEMBER 8, 2020

Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers.

Customer Service 309

Customer Service Personalization Customer Experience 309

ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They’re your front line for your customers.

Customer Support 446

Customer Support Banking Customer Service Personalization 446

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. Here are my top five picks from last week.

Chief Customer Officer 364

Chief Customer Officer Customer Service Best practices Contact Center 364

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. Now, investors are looking at retention and customer lifetime value, which all start with customer experience.”

Customer Support 200

Customer Support outsourcing Upselling Customer retention 200

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens. Can you meet it?

Customer Service 362

Customer Service Benchmark Customer Experience Surveys 362

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways:

Advertising 367

Advertising Consulting Consulting Customer Experience 367

ShepHyken

SEPTEMBER 9, 2020

The intention is that we surprise our customers with better-than-expected service. That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. So, instead of a surprise and delight experience, Beth got surprise and disappointment. Back to general customer service. They just want delight.

Customer Service 333

Customer Service 333

ShepHyken

JULY 24, 2023

Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is.

Customer Experience 156

Customer Experience Chatbots Contact Center Customer Support 156

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Can Disney’s Customer Service Model Work in Government?

Customer Service 357

Customer Service Government Customer Experience Marketing 357

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Employee engagement 188

Employee engagement Education Management Customer Service 188

ShepHyken

MAY 22, 2023

Generative AI and other forms of self-service provide a win-win solution for organizations and customers. It gives companies solution to create a better agent experience, and it allows the customers to resolve issues quickly without having to put up with long wait times. Many customers want to self-serve.

Customer Service 156

Customer Service Self service Customer centricity Contact Center 156

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. They discuss the value of omnichannel communication in the different stages of the customer journey. They discuss the value of omnichannel communication in the different stages of the customer journey.

Multichannel 383

Multichannel Contact Center Customer Service Technology 383

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Upselling 302

Upselling Self service Best practices Customer Support 302

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Bad Customer Service Puts $3.7

Customer Service 153

Customer Service B2B B2C Engineering 153

ShepHyken

DECEMBER 16, 2020

In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. It’s the fact that the company offers an excellent experience—one from which we might be able to learn. She told me about her experience, and I am compelled to share it in her words.

Customer Service 377

Customer Service Personalization 377

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Here are my top five picks from last week.

Customer Service 144

Customer Service Best practices Metrics Banking 144

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Employee engagement 168

Employee engagement Education Management Customer Service 168

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. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 376

Customer Service B2C B2B Customer retention 376

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Here are my top five picks from last week.

Customer Service 139

Customer Service Best practices Metrics Banking 139

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 385

Customer Service Customer retention Contact Center Sales 385

ShepHyken

DECEMBER 22, 2020

Delivering Amazing Customer Experiences Through Times of Crisis. certified CX professional and bestselling author. Show appreciation to your customers! Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience. Stronger Through Adversity.

Customer centricity 205

Customer centricity Customer Experience Customer Service Sales 205

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

OCTOBER 5, 2021

A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. You can predict what the problem is because of customer behavior.

Big data 200

Big data Enterprise Technology Customer Service 200

ShepHyken

APRIL 21, 2021

When your customer calls, emails or texts you, you must respond. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. (By

Customer Service 385

Customer Service Sales Customer Experience 385

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Consulting 445

Consulting Consulting Customer Experience Metrics 445

ShepHyken

NOVEMBER 22, 2016

Andy Masters On How Customer Service. Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” How is customer service just like dating and relationships?

Consulting 309

Consulting Consulting Sales Personalization 309