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. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more.

Customer Service 348

Customer Service Customer Experience 348

ShepHyken

AUGUST 20, 2021

Yes, of course it is, but we have also found that customers who refer others to our business are more likely to stay a long time because now their friends are also using Live Lingua ‘s service s. Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. Here are a handful of them: .

Enterprise 410

Enterprise B2B Feedback Marketing 410

ShepHyken

JANUARY 2, 2024

Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide. Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in! .”

Customer Experience 214

Customer Experience B2C B2B Customer centricity 214

Beyond Philosophy

JANUARY 23, 2019

The 4 Rs represent the following four concepts: Reference Points: People compare you to other Customer Experiences they have had. 1: Reference Points. Understanding customers’ Reference Points are critical in Customer Experience. However, if your friend says, “Bring Clorox wipes,” your standard is considerably lower.

Management 361

Management Consulting Consulting Accountability 361

ShepHyken

FEBRUARY 10, 2021

Many of my friends are professional entertainers. A friend I’ve known for years is Jeff McBride, an amazing magician who performs throughout the world and resides in Las Vegas. He was referring to clients who call him for private engagements. You may or may not know that I’m a magician. We can call that the encore.

B2C 314

B2C Entertainment B2B Sales 314

Beyond Philosophy

AUGUST 10, 2023

So, if you respond to it and feel good or bad about it, satisfied or unsatisfied, that will depend on your frame of reference. Damien is “In A Pickle.” ” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are.

Surveys 195

Surveys Education Sales Personalization 195

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, Earl Sasser, Jr.,

Management 195

Management Personalization Customer Experience Consulting 195

ShepHyken

SEPTEMBER 4, 2019

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. My friend Nelson Griswold refers to this business life cycle as the de-evolution of a business. This pattern mirrors one found in the entertainment business—the four stages of an actor.

Entertainment 280

Entertainment Feedback Customer Experience Customer Service 280

ShepHyken

JUNE 1, 2022

All of this leads to a conversation I had with my friend Tony Cheevers of Researchscape , who posted an article about Devora Rogers’s take on brand narcissism. As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. .

Feedback 320

Feedback Customer Experience Personalization Customer Service 320

ShepHyken

MARCH 23, 2022

I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before.

Customer Service 314

Customer Service 314

ShepHyken

JANUARY 4, 2023

I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Here we go: . Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. The basics are simple to understand and not all that hard to implement. .

Customer Experience 338

Customer Experience Customer Service B2C Self service 338

ShepHyken

NOVEMBER 27, 2019

He referred to this sign in a number of his speeches. By the term “successful,” I’m not just referring to presidents of countries or leaders of large companies. My friend, Mark Sanborn, wrote a book entitled You Don’t Need a Title to Be a Leader: How Anyone, Anywhere, Can Make a Positive Difference. That’s a shame.

Personalization 365

Personalization Customer Service 365

ShepHyken

MAY 11, 2022

You want them to use the word always followed by a positive statement when they refer to your customer service. That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Here are several of my favorites from the list: .

Customer Support 186

Customer Support First call resolution Customer Service Technology 186

Beyond Philosophy

FEBRUARY 8, 2024

When I use these phrases with my American friends, they often haven’t the foggiest idea of what I am trying to say. Smith refers to phrases that seem harmless in interactions, like “No problem” or “I don’t disagree.” Listen to the podcast: Let’s begin this week’s issue with a test.

Scripts 195

Scripts Consulting Consulting Personalization 195

ShepHyken

DECEMBER 28, 2022

My friend Mark Sanborn says, “You don’t need a title to be a leader.” I refer to these as loyalty killers. . I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience.

Customer Service 326

Customer Service Personalization Accountability Sales 326

ShepHyken

MAY 25, 2022

Just the other night, my wife and I joined some friends for a nice dinner. When the server walked away, my friend said to Cindy, “Don’t you hate when someone other than your husband refers to you as ‘honey’?” . The server, who may still have been in high school, was taking our order. So how do we stop it?

Customer Service 168

Customer Service Personalization Customer Experience 168

ShepHyken

DECEMBER 24, 2023

While our second article in this week’s roundup made you think AI is going to dominate CX in 2024, along comes a great article by my friend and fellow CX expert, Colin Shaw, who believes we must lead with the human-to-human experience. My friend, Adrian Swinscoe, has shared 15, but interestingly, they are not his predictions.

Customer Service 156

Customer Service B2C B2B Customer Experience 156

ShepHyken

JANUARY 20, 2021

My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Even “tiny” ones that he referred to as 1% differences. Little successes added together make for large success down the road. Small successes add up. It didn’t happen with big sweeping changes.

Customer Service 393

Customer Service Journey mapping Customer Experience 393

ShepHyken

SEPTEMBER 16, 2020

This reminds me of something my good friend, Kim Tucci, used to say: “It doesn’t cost much more to go first class.” First, the department that is often referred to as “customer service” should not be viewed as a cost center. Research has irrefutably proven that customers will pay more for a better experience. Not that much!

Customer Service 416

Customer Service Coaching Technology Customer Care 416

Beyond Philosophy

NOVEMBER 16, 2023

One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. He needs help with getting other people to help sell his product. I would then get a cut of all the pens sold via that link.

Sales 195

Sales Education Advertising Marketing 195

delighted

FEBRUARY 26, 2024

NPS is a customer experience metric that measures loyalty with the survey question: “How likely are you to recommend us to a friend or colleague?” Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. What is NPS?

Surveys 97

Surveys Best practices Feedback Personalization 97

ShepHyken

JULY 19, 2023

Understanding this simple idea is a good start to developing and/or maintaining your customer service and CX strategy. I believe you must manage expectations, and if you are even the tiniest bit above average in doing what customers expect, your customers will love you, give you high ratings, and refer you to their colleagues and friends.

Management 156

Management Customer Service Customer Experience Personalization 156

CCNG

JULY 27, 2022

First Response Time (FRT) - This key metric, also known as First Reply Time, refers to how long customers wait for an agent to respond. Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

delighted

JUNE 30, 2022

Beyond their *hopefully high* repeat purchase rate, your happiest customers are also the most likely to recommend your product to their friends and family. Your customer experience program is a great way to identify your happiest customers, and then encourage them to refer their friends throughout the post-purchase journey.

Sales 81

Sales Advertising Surveys Marketing 81

ShepHyken

AUGUST 31, 2023

Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. This means that pain points can go unresolved, losing you valuable customers. They write about how improving customer journeys increases business growth. But don’t worry.

Journey mapping 320

Journey mapping Upselling CRM Feedback 320

ShepHyken

AUGUST 19, 2020

I’ll argue that “professional” can also refer to the way you conduct yourself. My friend Paul Reilly , a professional speaker (yep… another paid professional) specializing in value-added selling, shared a great story. What is a professional? Is it the opposite of an amateur? I’ll answer that with a resounding, “No!” It builds trust.

Entertainment 320

Entertainment Customer Service 320

ShepHyken

MARCH 7, 2018

And they’re often referred to as CSRs, or customer service representatives. 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.

Customer Support 444

Customer Support Banking Customer Service Personalization 444

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories.

Technology 207

Technology Customer Service Customer Support Contact Center 207

ShepHyken

JANUARY 25, 2021

My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. 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. I have added my comment about each article and would like to hear what you think too. “I

Customer Service 389

Customer Service Customer Experience Marketing Management 389

AWS Machine Learning

DECEMBER 12, 2023

Refer to the following diagram for an overview of the solution architecture. For instructions on how to install npm , refer to Downloading and installing Node.js After you deploy this solution, users can get started quickly and experience the capabilities of multiple foundation models in conversational AI though a web interface.

Chatbots 99

Chatbots Enterprise APIs Best practices 99

ShepHyken

APRIL 10, 2018

Customers who have a special experience will want to give a glowing review online or share with family friends. Customers who have a special experience will want to give a glowing review online or share with family friends. Reviews can refer thousands of people through one awesome review. Only 13% of companies ask for feedback.

Marketing 214

Marketing Feedback Customer Service Personalization 214

Outsource Consultants

MARCH 28, 2024

While many conflate the two, outsourcing refers to delegating services outside a company, which can occur within the US, not just abroad. Combining domestic with overseas outsourcing forms a cost-effective, retention-friendly strategy. Technology is pivotal in modern outsourcing, enhancing efficiencies and CX when implemented wisely.

outsourcing 67

outsourcing Consulting Consulting Technology 67

ShepHyken

AUGUST 21, 2019

Last week my friend, Ron Prather, sent me an article from HyreCar entitled, “ 15 Things Every Uber & Lyft Driver Should Keep In Their Car.” I refer to this list as Customer-Focused Musts. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is.

Customer Service 322

Customer Service 322

ShepHyken

JULY 6, 2022

This happens when a company or brand is referred to in a way that positions them as one of the best at what they do. To make my point, my friend and fellow customer service expert John DiJulius was contacted by the Charlotte Police Department (CMPD) to help them deliver a customer experience like Chick-fil-A.

Customer Service 180

Customer Service Customer Experience Service level 180

ShepHyken

JUNE 26, 2019

What I’m referring to is the concept of predictive customer support. In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. Today there are many ways to connect with a company. A copy machine is a great example. A copy machine is a great example. Crisis averted!

Customer Support 335

Customer Support CRM Customer Service Technology 335

AWS Machine Learning

FEBRUARY 2, 2024

In the RAG pattern, we find pieces of reference content related to an input prompt by performing similarity searches on embeddings. Embeddings are just vectors of floating point numbers, so we can analyze them to help answer three important questions: Is our reference data changing over time?

Big data 91

Big data Technology Management Engineering 91

delighted

JULY 27, 2022

You’ll want to consider what motivates both your existing customer (to make the referral) and their friends (to give it a try). Much of that has to do with trust: when a trusted friend or family member promotes something, you tend to trust that you’ll like it more than if you randomly stumbled onto it through an ad.

Advertising 52

Advertising Marketing Banking Personalization 52