ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors.

Customer centricity 211

Customer centricity Morale Feedback Customer Experience 211

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.

Customer Service 175

Customer Service Advertising B2C Big data 175

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? The success of the business unit falls mainly on these teams to meet established goals such as KPI’s (key performance indicators) and performance guarantees while maintaining dependability with attendance and compliance.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

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

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

JANUARY 29, 2020

The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The best ice cream on earth won’t guarantee your success.” Even the best location doesn’t guarantee your success.” Without customers, it doesn’t matter how good your ice cream or location is.

Sales 384

Sales Marketing Customer Experience Customer Service 384

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. Leadership is another integral part of the NPS success.

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.

Customer Service 316

Customer Service Entertainment Coaching Self service 316

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you. What are the immediate impacts of listening to your customers carefully?

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

Beyond Philosophy

NOVEMBER 26, 2022

Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back. How can we help?

Consulting 170

Consulting Consulting Surveys Customer Experience 170

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 1: Implement Employee Engagement Software .

Customer Service 317

Customer Service Employee engagement Morale Feedback 317

ShepHyken

MAY 29, 2019

I’ve written and spoken about how bad days only last 24 hours. The concept of starting over is also an optimistic viewpoint that tomorrow will be a better day, especially if today was a bad day. It applies to us in our personal lives, but also in the business world, especially in customer service.

Customer Service 282

Customer Service Personalization 282

Myra Golden Media

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. . Conclusion.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

Beyond Philosophy

MAY 25, 2022

These measures weren’t bad business principles, but they also didn’t send the best signal to the team. The contact center is an essential component to your experience, and also contains a wealth of information about your customers. Key Ideas to Improve your Customer Experience. This episode is sponsored by Calabrio.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Tips for Success with Subscription Business Models by Amanda Davis. This article shares excellent examples of different subscription models and success strategies. Here are my top five picks from last week.

Customer Service 168

Customer Service Government Customer Experience Sales 168

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Chatbots 425

Chatbots Surveys Self service Personalization 425

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 320

Customer Service B2B Journey mapping Best practices 320

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 212

Customer Service Finance Contact Center Personalization 212

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

AUGUST 20, 2021

He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. This continual repeat business can be key for catapulting your company into greater levels of success!

Enterprise 412

Enterprise B2B Feedback Marketing 412

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Patterson shared her five rules for a successful implementation, which were: Define. It is surprising how often this gets skipped and bad results arrive from cutting it.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers. Satisfactory is a rating.

Customer Service 409

Customer Service Customer Experience 409

ShepHyken

SEPTEMBER 18, 2020

He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 309

Feedback Customer Service Surveys Accountability 309

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Steve DiGioia

JUNE 11, 2020

Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. No, I’m the customer! No, I’m the customer!

Customer Service 179

Customer Service Customer Experience 179

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

APRIL 10, 2023

In his book, The Human Experience , John Sills shares the three myths that create poor customer service. The Myth of Customer Feedback. Leaders need reconnect with customers and learn about what matters in their lives. This is how businesses can truly be useful to customers. The Myth of Customer Loyalty.

Feedback 156

Feedback Contact Center Surveys Customer Experience 156

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. This helps communicate value for remote agents.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. The key to a vision statement being successful is that is short and memorable.

Customer Service 298

Customer Service Enterprise Analytics Customer Experience 298

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Marketing 167

Marketing Management Employee engagement Customer Service 167

Myra Golden Media

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. This could involve training on product knowledge, customer service skills, and communication techniques. Learn more about Customer Service Master Class.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

ShepHyken

MARCH 27, 2019

My take on this is that the place was so successful and the wait to get a table so long, people just stopped going to what was once a very popular restaurant. Any customers who had to wait in line longer than that would receive a discount. Bad reputation averted. Most of the time, you’ll frustrate customers.

Advertising 335

Advertising Customer Service Management 335

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166