ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article tells the story and shares the lessons any company can use in the face of a CX crisis. Here are my top five picks from last week.

Customer Service 213

Customer Service Self service Airlines Government 213

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. Properly authenticating the account. Leaving complete account notes for the next person who interacts with the customer. Starting a blog about customer service became instant accountability for me.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. Does your social media specialist have the autonomy to answer FAQs, or will there be a different point person? It’s one thing to not interact with spammy accounts, it’s another thing to completely avoid confrontation on social media. But don’t budge.

Customer Service 377

Customer Service Chatbots Accountability Self service 377

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales.

Customer Service 183

Customer Service Advertising B2C Big data 183

AWS Machine Learning

DECEMBER 18, 2024

Users can search ServiceNow knowledge base (KB) articles and incidents in addition to being able to create, manage, and track incidents and KB articles, all from within their web experience chat. AWS Have an AWS account with administrative access. For more information, see Setting up for Amazon Q Business. Choose Next.

APIs 86

APIs Enterprise Accountability Government 86

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Especially at times when personalized customer experience-focused companies win. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Shorten the Copy.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom. It’s the human thing to do.

Big data 416

Big data Marketing Personalization Accountability 416

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. This article has some great information.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . Why use social media as a customer service channel? . Data tells us that one-third of U.S.

Customer Service 333

Customer Service Advertising B2B Chatbots 333

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? I understand this concept from personal experience.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

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. Personalize your customer avatars and have your team members learn about them. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 377

Customer Experience Management Finance Banking 377

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. No problem. Conclusion.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

APRIL 25, 2022

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. I love customer service statistics , and this short article has several. Here are my top five picks from last week. The headline is a fun one.

Customer Service 165

Customer Service B2B Surveys Best practices 165

Beyond Philosophy

DECEMBER 6, 2017

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.” A good example is in personalizing a text from a job center that booked interviews for candidates.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. The pandemic has brought everyone back to basics.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Regularly update training materials based on customer feedback.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

MAY 28, 2023

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. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 165

Customer Service B2C Customer centricity Government 165

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. Apologize In Person. After you anticipate what your customer is looking for in terms of an apology, you should look to schedule an in-person meeting where you can explain your feelings towards the situation in person. Involve a Superior.

Customer Experience 263

Customer Experience B2B Accountability Feedback 263

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. Customers want to be able to reach a live person when they need assistance. The ad highlights how easy it is to open a checking account with your institution. .

Sales 314

Sales CRM Contact Center Customer retention 314

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. Consumers also expect businesses to do more to protect their personal data. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Accountability 247

Accountability Technology Personalization Customer Experience 247

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Using dating terms, the price of a product can be compared to the first glance at a person you like.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. Let me share a few tips from my personal experiences of how you can achieve this with absolute ease. Read Shep’s latest Forbes article: . Learn to Give, Give and Give.

Feedback 304

Feedback Sales Accountability Personalization 304

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Nike does the same with its TeamNike account. .

Technology 265

Technology Customer Experience Complaint resolution Gamification 265

CSM Magazine

OCTOBER 22, 2024

In Florida, the sheer volume of vehicle-related injuries in 2023, totaling 250,037, underscores the need for effective management of personal injury claims. Ensuring that every aspect of your injury, including future medical needs, is accounted for in your claim is crucial.

Personalization 52

Personalization Transportation Healthcare Accountability 52

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. alone, e-commerce now accounts for 16.1% This statistic points to the fact that modern customers are looking for humanized customer support that understands their pain points and can give them personalized responses to their needs.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. 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

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. In this article, we’ll look at ways to support your customers through the customer support channels most important to them. Read Shep’s latest Forbes article: Losing Customers? Social Media.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Take a look, for example, at Microsoft’s official Xbox Support Twitter account.

Customer Service 223

Customer Service B2B B2C Accountability 223

Beyond Philosophy

DECEMBER 25, 2017

Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article. Learn more about how this disconnect occurs with this article from last March. Why You Love Super Bowl Ads but Hate Shopping! Ad agencies know the power of emotions in advertising.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Per the CBS New story, at least in the U.S., households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. Offer a personalized experience. Personalization as a brand ethos worked wonders pre-COVID and will continue to drive a positive customer experience post-COVID.

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. So for this, you need to take certain pointers into account such as: Competitive insight. Consumer research. Marketplace data.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. Personal Challenges : Everyone has their own personal dreams, fears, wishes and ambitions. In order to win the heart and the business of customers, it is advisable to take these evolutions into account.

Customer Experience 255

Customer Experience Customer centricity Government Healthcare 255

Beyond Philosophy

APRIL 24, 2017

From lying on emissions tests like Volkswagen to overstating efficiency performance figures like Mitsubishi, to opening bank accounts your customers didn’t want like Wells Fargo , numerous recent examples exist of brands telling customers lies. The term represents the emotional engagement that a person has with a brand. Are You A Liar?

Consulting 317

Consulting Consulting Banking Customer Experience 317

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. It’s that time of year again.

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247