CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! When people do have to be late for legitimate reasons, people are happy to serve that person and help to cover because of the mutual respect and the fact that no one abuses it.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. This article gets to three areas that truly benefit the customer; personalized recommendations, biometric recognition and virtual (digital) assistants. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Journey mapping 261

Journey mapping Customer Service B2B Analytics 261

ShepHyken

JUNE 10, 2019

My personal favorite on this list is proactive customer support; getting employees to reach out to the customer before the customer reaches out to them. The post 5 Top Customer Service Articles for the Week of June 10, 2019 appeared first on Shep Hyken. It takes an investment from the company they work for in the form of training.

Customer Service 289

Customer Service Surveys Customer Experience Feedback 289

ShepHyken

MARCH 3, 2019

My Comment: The concept of omnichannel simply means a customer can connect with you, seamlessly, a number of different ways; in person, phone, message, social media channels, etc. The post 5 Top Customer Service Articles for the Week of March 4, 2019 appeared first on Shep Hyken. Some companies do this better than others.

Customer Service 247

Customer Service Customer retention Customer Experience Marketing 247

ShepHyken

SEPTEMBER 16, 2019

That’s Person-to-Person.) The post 5 Top Customer Service Articles for the Week of September 16, 2019 appeared first on Shep Hyken. My Comment: I like lists. Here are seven customer service ideas. While there is a lot of common sense here, pay close attention to number six: Look at B-2-B as P-2-P.

Airlines 260

Airlines Customer Service Automotive Customer Experience 260

ShepHyken

APRIL 8, 2019

Easy access, personalization and a consistent experience are just a few ideas shared in this short, but powerful article. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken. Here are some reminders of what it takes to keep your customers happy – and coming back.

Customer Service 264

Customer Service Government Entertainment Healthcare 264

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. Why Is Identity So Important In Today’s Customer Experience?

Customer Service 231

Customer Service Customer centricity B2C B2B 231

ShepHyken

NOVEMBER 4, 2019

Infographic: We expect a personalized experience by Customers 2020. We want the companies we do business with to value us as a person, not a number. My Comment: Our customers enjoy a personalized experience. The post 5 Top Customer Service Articles for the Week of November 4, 2019 appeared first on Shep Hyken.

Customer Service 212

Customer Service Personalization Marketing Customer Support 212

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. It's essentially impossible for any one person to be strong in all of these areas. To answer these questions, we had over 100 CX professionals take the same personality assessment called 16 personalities.

Personalization 182

Personalization Customer Experience Journey mapping Education 182

ShepHyken

SEPTEMBER 9, 2019

If experience in customer service is not part of her background and her personality isn’t going to fit, all the degrees and high levels of intelligence may not be enough. The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken. by Kim Campbell . Follow on Twitter: @Hyken.

Customer Service 247

Customer Service outsourcing Surveys Marketing 247

ShepHyken

DECEMBER 2, 2019

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. In this article, you will find the best customer service kudos of 2019 (so far!) In simple terms, the client experience is the interaction a person has with an organization and/or their product or service. Follow on Twitter: @Hyken.

Customer Service 40

Customer Service Customer centricity Technology Customer Care 40

ShepHyken

APRIL 29, 2019

Take your time and find the right person and don’t settle. The post 5 Top Customer Service Articles for the Week of April 29, 2019 appeared first on Shep Hyken. Want World Class Customer Service? Add Kindness And Trust by Larry Stuart. Forbes) Don’t fill roles with just anyone who can fog a mirror. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Abandon rate Consulting Consulting 48

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. The post How to improve you call center customer experience strategy for 2019?

Call Center 182

Call Center Customer Experience Self service Contact Center 182

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Between 2010 and 2019, only 30 percent of the companies tracked on the ASCI increased their scores. On the personal side, it has been different areas for me. This personal lesson translates into business, too.

Personalization 195

Personalization Consulting Consulting Quality management 195

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

DECEMBER 23, 2019

Evergage) We asked 10 leading experts in the fields of marketing, customer experience, e-commerce, personalization, customer data platforms (CDPs) and more for their industry predictions for 2020. At the bottom is an excellent ebook that you can download (free of charge) about one-to-one personalization. Crystal Ball Time!

Customer Service 192

Customer Service Coaching Customer Experience Marketing 192

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Smart Home Startups to See at CES 2019. Cauldryn is the best friend of the person on the go. CES 2019 promises to be inspirational, educational, and a means to build resilience for the future.

Entertainment 174

Entertainment Surveys Technology Education 174

ShepHyken

OCTOBER 21, 2019

How to Use Personalized Email to Build Emotional Intimacy with Your Brand by James Glover. The post 5 Top Customer Service Articles for the Week of October 21, 2019 appeared first on Shep Hyken. .” In other words, help them be more successful with your product. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

ShepHyken

FEBRUARY 11, 2019

This article focuses on three good uses for AI; automation, personalization and conversation. 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. The post 5 Top Customer Service Articles for the Week of February 11, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Chief Customer Officer 153

Chief Customer Officer Customer Service Feedback Customer Experience 153

ShepHyken

OCTOBER 1, 2019

They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. These focal points include hyper-personalization and fast, frictionless service. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. The Analytic Customer Experience.

Self service 52

Self service Contact Center contact center solutions Employee engagement 52

CX Accelerator

MAY 15, 2019

I spent a great time talking travel with Catalina and books with Holly and time quickly runs out before I get to person number three. To illustrate this, Jeff asks us to introduce ourselves to three other people, find out one of their interests and their customer service strength.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Fonolo

DECEMBER 12, 2018

With this in mind, we’ve rounded up the most important and fascinating CX predictions for 2019, and provided our own thoughts on what they mean and how they will impact businesses in future. Read on as we detail five fascinating CX predictions to inform your 2019 CX strategy. The Top Contact Center Trends to Watch in 2019.

Gamification 116

Gamification Airlines Contact Center B2B 116

ShepHyken

MAY 15, 2019

The first couple of paragraphs sum it up: Hey Shep, We’re emailing to let you know that as of May 13, 2019, we will be increasing the price of each Executive cassette by $1. When delivering bad news, you can do it in person or through some type of written correspondence, such as an email or a letter. Not the Dollar Shave Store.

Personalization 297

Personalization Customer Service Customer Experience Management 297

ProProfs Blog

JANUARY 10, 2019

Here’s a list of top nine customer service trends you need to watch out this 2019: #1: Self-service – The New Mantra! But is that all you aim to offer in 2019 too? Greet visitors with personalized messages. 5: Personalize Support Experience. But worry not, we’ve got you covered. Track visitors in real-time.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

TeamSupport

DECEMBER 14, 2018

Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

Customer Service 111

Customer Service Scripts B2B B2C 111

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. 19 September 2019. 25 September 2019. < Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

ShepHyken

JUNE 28, 2019

The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities. There are times when consumers need to talk to a real person for reassurance, or for interactions requiring instinct, nuance and flexibility as part of the issues resolution process.

Contact Center 289

Contact Center Self service Banking Airlines 289

ShepHyken

DECEMBER 9, 2019

My Comment: If you have just one customer support person or a huge team, you must have a way to measure success. The post 5 Top Customer Service Articles for the Week of December 9, 2019 appeared first on Shep Hyken. Here are five ways they do it – and all are important to just about any type of business in any industry.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

ShepHyken

JANUARY 18, 2019

Time to start planning for your 2019 customer experience initiatives. Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? It’s that time of year again.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

GetFeedback

NOVEMBER 23, 2019

On Tuesday, November 19, 2019, the Chairman and Co-CEO of Salesforce, Marc Benioff, kicked off his opening keynote at Dreamforce with the concept of togetherness. Only in doing so, will they enable their teams to provide the personalized experience that customers expect. Customers expect a personalized experience everywhere .

Customer advocacy 19

Customer advocacy Sales Personalization Coaching 19

ShepHyken

MARCH 22, 2019

Some might say it was a simpler time with a more personal touch, and in some ways they would be right. By the end of 2019, 2.7 Today’s customer is more informed and fully expects an increasingly personalized service, despite the fact that most of their shopping is virtual.

Customer Experience 282

Customer Experience Banking Technology Consulting 282

Beyond Philosophy

APRIL 9, 2021

I understand this concept from personal experience. She has a larger personal social number overall because she spends more time on it than I do. Be sure that you recognize this limitation, invest in the relationships that are most meaningful to you, and use it to improve your leadership and personal relationships.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Expectation: Customers expect personalization and want companies to understand their unique needs. Personalized customer service is about treating people as individuals. Personalized customer experiences drive up customer loyalty.

Customer Experience 261

Customer Experience Advertising Employee engagement Customer centricity 261

ShepHyken

DECEMBER 9, 2022

Customers want to be able to reach a live person when they need assistance. First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. He founded and developed the SpeechIQ product, which was subsequently acquired by LiveVox in 2019.

Sales 314

Sales CRM Contact Center Customer retention 314

Beyond Philosophy

MARCH 21, 2016

As the Fortune article points out, the Generation Z, fun-workplace-seeking employees will comprise at least 20% of the workforce by 2019, just three short years from now. Inspired by your company’s mission, they feel personal satisfaction from going above and beyond what’s expected of them to achieve it.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282