ShepHyken

JANUARY 28, 2025

Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs. For example, many prefer booking their travel through their bank’s credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals.

Customer Experience 207

Customer Experience Airlines B2B Banking 207

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Customer Service 281

Customer Service Entertainment Banking Marketing 281

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult.

Banking 120

Banking Customer Service Marketing Customer Experience 120

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. This proves how customer/member-focused Costco is. So, let’s learn from the banks.

Customer Service 200

Customer Service Banking Enterprise Customer Experience 200

CSM Magazine

OCTOBER 30, 2024

Small business banking customers in the U.S. are more satisfied with the service provided by banks, that’s according to the J.D. Small Business Banking Satisfaction Study. Banks gained a 20-point increase in overall satisfaction this year, reaching 705 points out of 1,000. Power 2024 U.S.

Banking 52

Banking Customer Support Customer Service Management 52

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. That’s my customer service DNA.

Customer Service 218

Customer Service Finance Banking Engineering 218

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Banking 294

Banking Customer Service Customer Experience Personalization 294

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . Tyra Banks was still a supermodel after her “flamboyant moment.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Banking 353

Banking Contact Center Customer Service Customer Experience 353

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 45

Customer Service Banking Customer Experience Surveys 45

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Loyalty Is Flat. 9 Easy Ways to Build Customer Loyalty Without Breaking the Bank by Toby Nwazor. CustomerThink) Consider using these nine ways to create and maintain customer loyalty.

Customer Service 239

Customer Service Customer retention Banking Customer Support 239

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. Once the customer service representative came on the call, Cindy briefly described the problem. At the end of the “interrogation,” the bank’s rep said he didn’t have what he needed to verify Cindy’s identity, and he was transferring her to another rep.

Banking 250

Banking Accountability Customer Service Personalization 250

CSM Magazine

DECEMBER 5, 2024

The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations.

Banking 52

Banking Interactive Voice Response Customer Experience Wait times 52

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

CSM Magazine

NOVEMBER 14, 2024

In financial services, customer service isn’t just about addressing concerns; it’s about building lasting relationships. These apps provide a new edge in customer service, enhancing both interaction and satisfaction. Convenience and Accessibility Consider the convenience of having a bank in your pocket.

Customer Service 52

Customer Service Banking Chatbots Finance 52

Beyond Philosophy

SEPTEMBER 15, 2015

For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. And the proof is in the NPS data.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

NOVEMBER 29, 2016

Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate Spears co-founded ClearSource , a provider of outsourced business services.

outsourcing 320

outsourcing Banking Customer Support Customer Service 320

ShepHyken

DECEMBER 12, 2018

Huntington Bank differentiated themselves by extending the hours of operation. The recognized traditional hours were not convenient for the typical banking customer, so they extended their hours, staying open later during the week and being open on Saturdays. For information, contact 314-692-2200 or www.hyken.com.

Banking 313

Banking Airlines Benchmark Advertising 313

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service). Here are my top five picks from last week.

Customer Service 207

Customer Service Government Banking Customer centricity 207

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. This further boosts customer loyalty and encourages repeat purchases. Quick Response Times Implementing bank card scanning substantially decreases wait times. It focuses on making each interaction impactful.

Customer Service 78

Customer Service Advertising Upselling Banking 78

Beyond Philosophy

NOVEMBER 4, 2018

However, there are six areas that every business can address in their experience to make it more convenient for all customers, no matter how they define it. We discussed these six areas for making your experience convenient with Shep Hyken, customer service and experience expert in our recent podcast. Walmart gets it, too.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Consumers seek on-demand customer service as they shop both online and offline. Here are my top five picks from last week.

Customer Service 210

Customer Service Transportation Entertainment Airlines 210

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. Great info!

Customer Service 0

Customer Service Surveys Banking Marketing 0

ROI CX Solutions

JANUARY 9, 2025

Read Time: 8 Minutes Table of contents Introduction Do you want to streamline your customer service operations but aren’t sure where to start? You’re about to discover 12 practical ways to automate your customer support. What is customer service automation? The best part?

Customer Service 52

Customer Service Interactive Voice Response Chatbots Analytics 52

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. Why Invest in Customer Service?

Customer Service 52

Customer Service Government Customer retention Banking 52

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Luckily, there are ways to spot inbound call fraud in real time, allowing agents to take back control over customers’ security without jeopardizing the overall customer experience.

Call Center 345

Call Center Banking Contact Center Accountability 345

CCNG

JUNE 21, 2023

Limitations and roadblocks Without tools to track customer interactions, you’re left with random, winding customer journeys. This creates a seamless customer journey. Customer service that’s built on a voice-centric call center infrastructure can’t meet current demands. You have to anticipate customer needs.

Customer Service 195

Customer Service CCNG Self service Automotive 195

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. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Customer Experience 370

Customer Experience Management Finance Banking 370

ShepHyken

APRIL 11, 2018

One was a well-known bank. The parking spaces in front of the bank building had a sign that read: Visitor Parking. The bank employees parked across the street and walked over. If you aren’t focused like a laser on your customers, then you are at risk of losing them to a competitor who is. The other was Company X.

Banking 256

Banking Self service Customer Service 256

CSM Magazine

FEBRUARY 14, 2025

With 75% of older customers saying they would leave due to long wait times, businesses must prioritise fast resolutions through AI-powered agent assist and automation. The customer service dilemma: Customers want quick answers, but not at the expense of feeling valued. Fast or friendly?

Customer Service 52

Customer Service Wait times Self service Banking 52

ShepHyken

FEBRUARY 6, 2023

.” About: Scot Pickerill is the Vice President of Americas Inside Sales, Service, and Sales Operations for Fender. Bank of America, and American Express. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Feedback 304

Feedback Banking Sales Customer Service 304

ShepHyken

MARCH 7, 2018

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. They’re your front line for your customers. Follow on Twitter: @Hyken.

Customer Support 452

Customer Support Banking Customer Service Personalization 452

CSM Magazine

JANUARY 29, 2025

AI can assess a customers creditworthiness by analyzing financial data, speeding up loan approvals. AI also helps banks detect fraudulent loan applications, preventing losses and ensuring fair lending practices. Automated AI voices, powered by natural language processing, can have lifelike conversations with customers.

Customer Service 52

Customer Service Scripts Chatbots Wait times 52

Beyond Philosophy

SEPTEMBER 3, 2020

As Stephen Covey says in The Seven Habits of Highly Effective People , you build up an emotional bank account with customers, and when you make a mistake with them, you make a withdrawal from it. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship.

Banking 390

Banking Consulting Consulting Accountability 390

TechSee

OCTOBER 2, 2019

Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable. It’s interesting to note that 62% of these customers canceled after an ongoing negative experience, while only 19% left after a one-time crisis.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164