ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. by Lia Winograd .

Journey mapping 307

Journey mapping Customer Service Contact Center Airlines 307

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Customer Service Lessons from the Pump by Jeremy Watkin. Eggers and Greg Pellegrino.

Government 301

Government Customer Service Customer Care Personalization 301

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Speed Is Best Measure of Customer Experience by Gerry McGovern. CMSWire) The basics of customer experience is helping people do what they want to do. Customers want items shipped and delivered quicker. Happy Reading!

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company. Here are my top five picks from last week. That’s 48 ideas.

Customer Service 231

Customer Service Marketing Customer Care Technology 231

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

JUNE 6, 2016

Each week I read a number of customer service articles from various online resources. 4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). Here are four ideas.

Customer Service 213

Customer Service Customer Experience Customer Support 213

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. The reason is simple.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. My Comment: Is phone support the best way to get customer service and support?

Customer Service 200

Customer Service Self service Call Center Customer Support 200

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. Here are my top five picks from last week.

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are my top five picks from last week.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social. Customers want an easy and smooth transaction.

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. My Comment: This article has three very simple, yet powerful concepts to help improve any company’s customer experience.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Here are 6 tips that can help you write a perfect customer support email every time.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. My Comment: One way to improve the customer experience is to personalize it.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 314

Sales Customer Service Advertising Customer Experience 314

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? Customer experience: Who’s in charge here?

Brand ambassadors 180

Brand ambassadors Customer Service Surveys Self service 180

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. This article shows how customer experience and marketing can tie into a game. Customer Loyalty: Obligation or Happy Marriage?

Customer Service 174

Customer Service Marketing Customer Experience 174

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Call it a “richer” customer experience. by Phil Goldstein.

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. For now, here are some highlights, from a recent ambassadorship study conducted on behalf of the customer service operation of a major insurer: In prior engagement studies, our client had identified poorly performed employee attributes.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it.

Contact Center 323

Contact Center Customer Support Customer Service Customer Experience 323

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark.

Customer Service 206

Customer Service B2B B2C Personalization 206

ShepHyken

FEBRUARY 17, 2017

This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life. Shep Hyken.

Customer Service 234

Customer Service Feedback Sales Marketing 234

ShepHyken

SEPTEMBER 28, 2016

QUICK REMINDER: Don’t forget about National Customer Service Week , October 3-7, 2016. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. So, what about the rest of the time?

Customer Service 327

Customer Service Customer Experience Management 327

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Here are my top five picks from last week.

Customer Service 205

Customer Service Airlines Customer Experience Personalization 205

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. .

Customer Service 222

Customer Service Construction Personalization Management 222

Beyond Philosophy

DECEMBER 12, 2016

Underestimate the importance of these expectations at your peril as they have a significant influence on the success of your Customer Experience. Some brands have a certain reputation for going above and beyond in customer service. But here’s where meeting expectations can get a bit dodgy. Trade in Old Thinking for New.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Positivity.

Customer Service 209

Customer Service Education Customer Support Management 209

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 223

Customer Service Technical Support Benchmark Best practices 223

Callminer

JULY 11, 2016

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner.

call center professionals 140

call center professionals Education Call Center Customer Service 140