ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. He wasn’t talking about upgrading a coach seat on a plane to a first-class seat.
ShepHyken
MAY 19, 2021
It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. As mentioned, for us it’s customer service. It can be as simple as returning a call quickly or stepping in to help in a crisis.
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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?
ShepHyken
MARCH 8, 2021
Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.
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ShepHyken
DECEMBER 31, 2024
Whats your favorite metric to measure customer success? 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. Deferring to my annual customer service and CX research, year after year the public chooses Amazon!
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. Sometimes a bad customer service example is a great learning opportunity.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
Practicing empathy is not only foundational to good customer service––it improves customer satisfaction. But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
Speaker: Roger Lee, VP Customer Success, Gridspace
Authenticating customers and agents with voice biometrics. Providing data-driven coaching in live calls. For many businesses, the contact center is now the primary conversational touchpoint with customers, creating extra pressure for agents to deliver exceptional customer service.
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