ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 240

Customer Service B2B Chatbots Personalization 240

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

JUNE 12, 2015

What is your view of where the Customer Experience movement is? If you enjoyed this post, you might be interested in the following blogs: Philosophies to Improve Your Customer Experience in 2015. 5 Reasons Your KPIs Are Hurting Your Customer Experience. As The Economy Gets Better, Customer Service Gets Worse.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 114

Contact Center Customer Service Virtual Agent Chatbots 114

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. You will find even more helpful resources posted as 2015 progresses. Retirement of The Monthly Mash.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Move freely, be animated.

Customer Service 328

Customer Service 328

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

AUGUST 18, 2015

The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. . #3 Availability Cascade: Biases form when something minor becomes inflated to the point it becomes something major.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

DECEMBER 11, 2014

Any company communications, like newsletters or the intranet, should devote at least half of their content to Customer issues. Customer Service staff are considered low level, low profile employees. If you consider Customer Service Representatives a low-level employee, it speaks to how you value the service they provide.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Putting the Power of Your People to Work.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. How can you improve the customer experience?

Journey mapping 254

Journey mapping Customer Experience Customer Service Management 254

Beyond Philosophy

MARCH 3, 2015

You don’t care that Customer service is getting worse. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Philosophies to Improve Your Customer Experience in 2015. Again, people nod, and nothing happens! “So How to Get People to Do What You Want.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further. It is what customers experience. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Provide Support

OCTOBER 21, 2015

How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. Burnout is a widespread issue in customer service today. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Read more.

Agent burnout 102

Agent burnout Customer Service 102

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?

Customer Service 113

Customer Service Consulting Consulting Metrics 113

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.

Customer Care 96

Customer Care Upselling Accountability Education 96

Beyond Philosophy

OCTOBER 28, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

NOVEMBER 11, 2021

Microsoft suggested last year in their Global State of Customer Service report that 58 percent of American consumers would switch companies because of poor service. . Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.” 27 October 2021.

Consulting 383

Consulting Consulting Call Center Metrics 383

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 97

Customer Service Multichannel B2C Banking 97

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

Provide Support

FEBRUARY 24, 2016

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. © 2003 - 2015 Provide Support LLC.

Customer Service 90

Customer Service Marketing Management Best practices 90

Vonage

OCTOBER 12, 2015

To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Incorporate these five customer service strategies into your sales tactics and watch sales grow.

Sales 102

Sales Customer Service Upselling B2C 102

Steve DiGioia

MARCH 30, 2020

Copyright © 2015-2020 Steve DiGioia. ? I’d love to hear your comments too, leave one below, thanks. customer service. It’s possible to have peace, confidence, and an optimistic outlook…as long as we’re willing to act and fill the pages of our experience book. Like this post? appeared first on Steve DiGioia.

Morale 222

Morale Personalization Customer Service 222

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

Customer Service 118

Customer Service Metrics Surveys Healthcare 118

Nextiva

JANUARY 7, 2022

On November 15, 2015, Slack, a chat app used by millions, went offline. It didn’t take long for customers to flock to Twitter with frustration. The post How to Create a Customer Service Philosophy to Inspire Your Team first appeared on Nextiva Blog. For most companies, this would’ve been catastrophic.

Customer Service 94

Customer Service Customer Experience 94

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

CSM Magazine

NOVEMBER 26, 2024

Customer Satisfaction: The introduction of the voice bot is expected to further elevate customer satisfaction levels, which have already seen a boost from previous AI implementations.

Customer Support 52

Customer Support Technology Customer Service Management 52

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. What is crucial is that every channel delivers consistent information, is integrated with customer journey, and is easy and fast to use. Share this page on: Tweet.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88