ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

Interactive Voice Response 344

Interactive Voice Response Customer centricity Consulting Consulting 344

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Let’s hear what Boehme has to say.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Real estate 378

Real estate Personalization Marketing Customer Service 378

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 224

Personalization Self service Chatbots Customer Support 224

ShepHyken

SEPTEMBER 25, 2023

Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. High customer satisfaction ratings contribute to the success of brands and can be indicators of financial performance. ” “Be customer-centric.

Benchmark 203

Benchmark Customer centricity Marketing Technology 203

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 360

Customer Experience Management Finance Banking 360

CCNG

NOVEMBER 22, 2023

However, not all employees will be recognized, which means that the company risks higher attrition levels, loss of customer satisfaction and loss of profit. Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

ShepHyken

MAY 18, 2021

The Role of Emotional Intelligence in Customer Service. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Self-awareness is knowing what you are good at and identifying your limitations.

Customer emotions 238

Customer emotions Customer Service Sales Personalization 238

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

APRIL 27, 2021

How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Businesses need to get feedback from a variety of customers.

Employee engagement 378

Employee engagement Feedback Customer Experience Sales 378

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. This year has been the year of AI.

Airlines 221

Airlines Self service Call Center Personalization 221

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. The big question is what does it take to be the best in our industry? Tap into your data.

Customer Service 52

Customer Service Banking Consulting Consulting 52

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change.

Customer Experience 617

Customer Experience Government Feedback Management 617

CCNG

FEBRUARY 8, 2023

One hundred and twenty days later they had a perfect switchover with no negative customer impact. Service levels were at 90% and quality scores were at 98%. Service levels were at 90% and quality scores were at 98%. Customers said that the new contact center offered the best support they had ever received from Baxter.

Service level 195

Service level CCNG Contact Center Healthcare 195

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, how can this be?

Technology 221

Technology Marketing Self service Customer Experience 221

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. by Mary Drumond. Their conclusion?

Chief Customer Officer 362

Chief Customer Officer Customer Service Best practices Contact Center 362

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Understand what your customers want and deliver consistently. Customers usually have many options. Marketing must tell that story to the customer support team so everybody in the company can embody that story.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

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

CCNG

MARCH 30, 2022

Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” Because the contact center manager, director, and VP could see the green dots, it was easy to see that “all the work was being completed.” This can also impact employee engagement and retention.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents. These agents don't just handle calls.they're out there as travelers as well.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. The family eventually walked over to the JetBlue ticket counter, where they were told what they already knew: passports are not required to travel between the U.S. In 1996 the U.S. hosted the Summer Olympics.

Customer Service 168

Customer Service Entertainment Airlines Customer Experience 168

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

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Happy Enabled Employees = Happy Customers.

Customer Experience 344

Customer Experience Transportation Feedback Metrics 344

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. There must also be a process behind delivering an amazing customer experience. Adoption means loyalty.

B2C 156

B2C B2B Feedback Customer Experience 156

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Listening to the customer.

Customer Experience 180

Customer Experience Customer centricity Sales Marketing 180

ShepHyken

JUNE 12, 2023

It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight. You don’t always make decisions that are going to make the customers happy, but always keep them in mind when making them.

Customer centricity 156

Customer centricity Sales Customer Service Customer Experience 156

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

ShepHyken

JANUARY 30, 2023

You will commoditize what you offer if you only learn the best practices and strategies within your industry. Your customers don’t compare you to your direct competitors. Improving the quality of customer support experiences. Meet your customers where they are. Top Takeaways: Learn from outside of your industry.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 168

B2B Customer Support Best practices Coaching 168

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Customer centricity 323

Customer centricity Employee engagement Customer Experience Customer Service 323

ShepHyken

MARCH 15, 2022

Shep Hyken interviews Joel Bines, managing director and?global?co-head They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Customization: Consumers want to have a say in the products they want to spend their money on. co-head of the?Retail That doesn’t mean it has to be bespoke.

Customer centricity 162

Customer centricity Consulting Consulting Technology 162

ShepHyken

OCTOBER 30, 2019

However, the receptionist answers the phone, and the way they do it sets the tone for the rest of the interaction the customer may have with others in the company. However, the receptionist answers the phone, and the way they do it sets the tone for the rest of the interaction the customer may have with others in the company.

Personalization 254

Personalization Customer Service Management 254

Fonolo

FEBRUARY 27, 2023

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer.

Self service 142

Self service Contact Center Chatbots Consulting 142

ShepHyken

AUGUST 9, 2022

Customer Support Vs Customer Success. Building Customer Relationships After the Deal is Closed. Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. Top Takeaways: What is the difference between customer support and customer success?

Customer retention 156

Customer retention Customer Support Marketing Customer Service 156

ShepHyken

JANUARY 24, 2018

Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. to a customer. And, all customers deserve to be shown appreciation. No doubt it is.

Feedback 248

Feedback Technology Personalization Customer Service 248

ShepHyken

DECEMBER 10, 2019

Using AI to Guide Employees Toward Better Customer Care. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

Coaching 263

Coaching Contact Center Analytics Technology 263