ShepHyken

DECEMBER 31, 2024

While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Anything less than a consistent experience erodes confidence and trust in the company or brand. Whats your favorite metric to measure customer success?

Customer Experience 231

Customer Experience Coaching Metrics Customer Support 231

MiaRec

DECEMBER 23, 2024

They are the ones that, given the chance and good coaching, would improve their performance. Instead, they rarely got individualized coaching suggestions, resulting in stagnation of their performance, frustration, and eventually their leaving.

Coaching 59

Coaching Contact Center Sales Feedback 59

ShepHyken

JANUARY 27, 2021

I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. He also tells them that he doesn’t have to play soccer to be a good coach. Coach Lasso’s advice to his player after that bad play was to be a goldfish. Actually, it was a fish: a goldfish.

Coaching 363

Coaching Customer Support Customer Service Marketing 363

ShepHyken

MARCH 8, 2021

16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. Happier employees will mean happier customers.

Airlines 363

Airlines Customer Service Coaching Surveys 363

ShepHyken

MAY 19, 2021

My friend and amazing coach at The Strategic Coach , Lee Brower, likes to start BIG, where BIG is an acronym that stands for Begin In Gratitude. We have clients that have been doing this exercise for years. Because it works! There are many other rituals that get people in alignment and ready for a meeting.

Customer Service 365

Customer Service Coaching 365

ShepHyken

AUGUST 31, 2021

Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. ” About: Dan Gingiss is an international keynote speaker and coach. The Experience Maker. Creating Consistent Exceptional Customer Experiences. They discuss how to create experiences that customers want to talk about.

Coaching 370

Coaching Marketing Customer Care Customer Experience 370

ShepHyken

JANUARY 22, 2020

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. I’ve learned a lot over the years by attending his workshops and coaching sessions. “There are two kinds of people: Batteries Included and Batteries Not Included.”. If you’ve been following my work, you’ll probably recognize his name.

Coaching 369

Coaching Personalization Sales Customer Service 369

CX Global Media

JANUARY 15, 2019

4 Types of Behaviors: The Coach’s Preparation Checklist. The Coaching Conversation Tip Sheet – The A to Z of What to Say! Coaching Remote Workers Tip Sheet. Coaching Top Performers Tip Sheet. Coaching Effectiveness Assessment. And you’ll learn how to Supercharge it. What’s in your Complimentary Bonus Pack?

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

SQM Group

MARCH 5, 2024

Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.

Coaching 109

Coaching Call Center 109

ShepHyken

APRIL 8, 2020

My good friend and speech coach, Patricia Fripp —who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them.

Coaching 314

Coaching Feedback Customer effort Surveys 314

ShepHyken

JULY 7, 2020

Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward.

Coaching 326

Coaching Customer Service Personalization Customer Experience 326

ShepHyken

JULY 17, 2019

When a reporter asked Blues Coach Craig Berube what he had to say about it, Berube replied, “I have nothing to say about it.” That was the same message Coach Berube preached to his players as well. The referees were relieved of their responsibilities for the rest of the playoffs. He added, “the team’s gotta move on.”.

Coaching 311

Coaching Customer Service Customer Experience 311

Contact Center Pipeline

OCTOBER 6, 2021

Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Contact Center 257

Contact Center Coaching Call Center 257

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

Myra Golden Media

FEBRUARY 18, 2021

I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask. Turns out, it was the end of the call where they lost control. It didn’t take long to solve this call control problem. That single change changed everything.

Coaching 317

Coaching Customer Experience 317

ShepHyken

SEPTEMBER 16, 2020

He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. He said, “What’s interesting is that better service is correlated to a higher willingness for the customer to pay, but that doesn’t mean that a business has to spend more on CS to get these results.”. It’s the same for certain aspects of customer service.

Customer Service 424

Customer Service Coaching Technology Customer Care 424

CSM Magazine

MAY 29, 2024

They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them. In a nutshell, as a Customer Service Manager you must become a coach. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers.

Coaching 105

Coaching Customer Service Employee engagement Surveys 105

Callminer

SEPTEMBER 6, 2021

Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics.

Sales 182

Sales Technology Coaching Analytics 182

ShepHyken

JUNE 11, 2021

This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. John also wrote #1 bestseller ON FIRE, is an in-demand live + virtual event speaker, corporate coach, host of the Live Inspired Podcast and – most importantly – husband and father of four. Scott worked at the valet stand. .

Coaching 366

Coaching Customer centricity Sales Management 366

ShepHyken

NOVEMBER 6, 2019

I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future. My belief is that success doesn’t happen by accident, and the Strategic Coach program has helped make my quest for success a purposeful effort. First, a little background.

Coaching 250

Coaching Sales Customer Service Personalization 250

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. Everybody needs to be headed in the same direction and delivering a certain level of service to both internal and external customers.

Coaching 396

Coaching Customer Service Personalization Management 396

ShepHyken

APRIL 1, 2020

If it’s wrong, coach them on how to do it right. If it’s right, coach them to do more of the same. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated. No matter what, don’t kill the customer service buzz!

Customer Service 295

Customer Service Coaching Self service Management 295

ShepHyken

OCTOBER 17, 2023

And that kind of curiosity shows up in the questions they ask. Here’s another quote for you to ponder, and this one is from Dan Sullivan , founder of the Strategic Coach program. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. In other words, be curious.

Coaching 371

Coaching Customer Service Customer Experience 371

Beyond Philosophy

AUGUST 9, 2017

Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience.

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

MAY 25, 2021

You can coach people on the technical aspects of the job. Everybody has customer service. You can win by focusing on creating customer connections and building relationships with your customers at a higher level than others. But, having empathy is something one just has or doesn’t have. Customer service starts with leadership.

Coaching 73

Coaching Customer Service Personalization Customer Experience 73

ShepHyken

DECEMBER 9, 2020

Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. There will be some complaints that are directed to an individual because of a poor attitude. That is not the type of negative review you share with the team.

Coaching 371

Coaching Surveys Customer Service 371

Beyond Philosophy

NOVEMBER 15, 2018

For example, have you ever seen a Chanel or Coach bag that has big logos all over it? Those are the bags targeted toward the consumer participating in Conspicuous Consumption, meaning the purchaser wants everyone to know it is a bag from Chanel or Coach. However, after that, the branding elements get smaller and smaller.

Construction 370

Construction Coaching Customer Experience 370

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., The leader of a truly effective team is like the coach of a professional sports team. I recognize that they all have good leadership.

Customer centricity 280

Customer centricity Coaching Finance Customer Service 280

ShepHyken

APRIL 23, 2019

He and his fellow teachers—called “coaches”—focus on creating leaders and building self-confidence in their students using music as a tool. A coach focuses on the student.” – Mike Grande. Know the real purpose of your business and how it can impact your customers. To Mike, music is secondary at his school.

Coaching 274

Coaching Personalization Sales Customer Experience 274

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 359

Customer Service Coaching Customer Experience Management 359