ShepHyken

MARCH 6, 2023

Quotes: “Customer success is putting the customer at the heart of all that you do.” ” About: Michelle MacCarthy is the Global Head of Customer Success at Unit4. She leads the company’s customer experience strategy transformation and customer success evolution. How do you define customer success?

Feedback 313

Feedback Customer centricity Contact Center Surveys 313

ShepHyken

JANUARY 29, 2024

He’s also co-author of the best-selling book, Smart Customers, Stupid Companies , and his latest, Experience Rules!, Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   which he wrote with Diane Magers.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

ShepHyken

FEBRUARY 12, 2024

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. ” About: Venk Korla is the President and CEO of HGS Digital.

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

ShepHyken

DECEMBER 10, 2023

Before getting into the questions, the author shares some compelling stats and findings to pique your interest. In the end, the author wants you to focus on a single goal: happy customers. I’m not on board with everything this author writes about, but I appreciate the viewpoint. I’d add three more words: that come back!

Customer Service 151

Customer Service Customer retention Advertising Contact Center 151

ShepHyken

AUGUST 7, 2023

Balancing financial results with customer and employee objectives is essential for long-term success. Organizations can create a clear roadmap for success by aligning these objectives and holding themselves accountable for achieving results. Companies should prioritize customer delight and creating value for shareholders.

Accountability 295

Accountability Marketing Customer Service Customer Experience 295

ShepHyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Once leaders have figured out the desired success, it is time to invest in training tools, like storytelling to facilitate real change in behavior toward customer-centricity.

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

ShepHyken

FEBRUARY 14, 2023

We often look at market share as one of the success criteria. This goes beyond looking at a competitor, who may or may not be more successful, larger, or doing something different. If we’re losing market share to a competitor, we analyze why. Get more information on The Customer Focus ™ customer service training programs.

Surveys 372

Surveys Customer Service Marketing 372

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. Add to that availability and value, and you have a formula for customer loyalty success. Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience?

Customer Service 380

Customer Service Customer retention Contact Center Sales 380

ShepHyken

SEPTEMBER 4, 2023

Leaders should give authority to their teams, not just responsibility. ” About: Chris Mefford is the CEO of Culture Force and co-author of Leadership Is Overrated: How the Navy SEALs (and Successful Businesses) Create Self-Leading Teams That Win. Most of the time, people don’t leave because of the company.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

JULY 17, 2023

The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. Tiffani Bova, the bestselling author of The Experience Mindset , shares five “factors” that drive an excellent employee experience. Why not try asking ChatGPT or Google Bard?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

FEBRUARY 20, 2024

Creating a balance between customer retention and acquisition is essential for sustained growth and success. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth. Be a customer of your own business. Plus, Shep and John discuss the S.E.D.U.C.E.

Customer retention 190

Customer retention Analytics Customer Experience Customer Service 190

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. Unfortunately, it’s not always so common. Not that much!

Customer Service 414

Customer Service Coaching Technology Customer Care 414

CCNG

MAY 3, 2023

Amayea shared that inside of a world filled with new technology and high stress that people's needs to be supported, feel valued, and to be set up for success has not changed. The world we live in has changed and our success and ability in supporting our people who in turn support our customers must in turn evolve without losing that focus.

Contact Center 195

Contact Center CCNG Technology Personalization 195

ShepHyken

MARCH 5, 2024

They both have successful careers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles).

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

ShepHyken

JUNE 8, 2021

He is the author of Your Trajectory Code and more than 30 other books. When the leaders are willing to jump in to make success happen, it creates a culture where everyone is invested in creating a positive experience for the customer. ” “Success starts with the right mindset and the right attitude.

Marketing 247

Marketing Customer Service Personalization Management 247

ShepHyken

AUGUST 24, 2021

Managing Customer Success. They discuss how to utilize customer information and behavior to help ensure customer success. – Customer success can be proactive. – Customer success can be proactive. bestselling author, award-winning keynote speaker, and your host of? Preventing Customer Churn.

SaaS 342

SaaS Upselling Customer retention Feedback 342

ShepHyken

JULY 14, 2021

Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What is the Question ? Hence, “One to say YES and two to say NO.”.

Transportation 420

Transportation Customer Service Management 420

ShepHyken

JULY 17, 2023

Quotes: “Diversity, equity, and inclusion are important to a business’s internal success with the employees, which translates to customer success.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

JULY 29, 2019

The key to a vision statement being successful is that is short and memorable. Why Customer Success is Important in the Modern Age by Mia Jacobs. Totango) This is why customer success is critical now. My Comment: Customer success is a hot topic. Most agree that it is about the customer having success with your product.

Customer Service 296

Customer Service Enterprise Analytics Customer Experience 296

ShepHyken

JULY 19, 2021

This author questions if the position is really necessary? To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. 12 Ways To Implement Successful Employee Training Initiatives by Forbes Human Resources Council. In fact, it may quite possibly be on its way out!

Chief Customer Officer 359

Chief Customer Officer Customer Service Best practices Contact Center 359

ShepHyken

SEPTEMBER 11, 2023

By analyzing what makes them successful, businesses can identify areas where they can improve and work towards closing the gap. Customers don’t just compare you to other companies within your industry. They compare you to the best experience they have ever had. It is crucial to examine why certain companies perform better than others.

Automotive 315

Automotive Airlines Benchmark Service level 315

ShepHyken

JANUARY 8, 2024

The successful implementation of AI simplifies operations and empowers agents to handle more complex tasks, ultimately leading to heightened productivity and elevated customer satisfaction. .” Shep Hyken is a customer service and experience expert, New York Times bestselling author and award-winning keynote speaker.

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

ShepHyken

DECEMBER 7, 2021

and author of Be Vigilant!: They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Most businesses don’t realize that one of the main drivers of complacency is success. The more success we have in our customer interactions, the more we get overconfident.

Customer Service 167

Customer Service Marketing Personalization Customer Experience 167

ShepHyken

JUNE 7, 2021

My Comment: Another author who has graced the Top Five list numerous times. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success. The article shares some of the benefits as well as five action steps for making a B2B loyalty program successful. Here, the author shares his suggested best practices.

Customer Service 331

Customer Service Customer centricity Government Upselling 331

ShepHyken

JANUARY 18, 2021

A few of them I could debate, but I also see the author’s point. The author points out the mistake many companies make. Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. ” These are fundamental concepts for every type of business.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

JANUARY 2, 2024

Once you find success, it doesn’t mean you should stop. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics. Never assume you know what your customer wants without looking at data.

Multichannel 120

Multichannel Analytics Feedback Metrics 120

ShepHyken

JANUARY 7, 2024

It’s the experience, and this author has some excellent insights. The author shares six mini-case studies from brands you’ll recognize, such as Starbucks, NASCAR, and more. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

ShepHyken

AUGUST 16, 2023

All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

Wireless 201

Wireless Finance Accountability Customer Experience 201

ShepHyken

DECEMBER 18, 2023

” “As humans, we all want to be successful in our roles. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.” As leaders, our job is making it easier for our teams to deliver exceptional service.”

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

ShepHyken

NOVEMBER 2, 2022

More than just tips on how to be more successful with your products, how can you help them be more successful in their business or life? Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The customer experience shouldn’t just be a non-stop sales pitch. .

Education 319

Education Personalization Customer retention Sales 319

ShepHyken

FEBRUARY 5, 2024

A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

Enterprise 212

Enterprise Personalization Sales Customer Experience 212

ShepHyken

JANUARY 15, 2024

This means consistently choosing actions and behaviors that align with your goals and long-term success. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.

Accountability 196

Accountability Coaching Best practices Customer Service 196

Beyond Philosophy

JANUARY 7, 2023

This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience.

Consulting 221

Consulting Consulting Customer Experience Surveys 221

ShepHyken

AUGUST 25, 2021

The customer wants success, not pain.” . Yes, the customer wants success and not pain. In the customer service and support world, there are many ways that companies measure success. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I agree with most of that.

Average Handle Time 376

Average Handle Time Metrics Customer Support Customer Service 376

Eptica

NOVEMBER 3, 2023

Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same.

Best practices 101

Best practices Technology Management Customer Service 101