ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. Give your agents a real gift for Customer Service Week by Paul Selby. (A We’re not quite there yet.

Customer Service 294

Customer Service Customer centricity Best practices Customer Experience 294

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 224

Customer Service Customer Experience Surveys Customer Support 224

Callminer

SEPTEMBER 1, 2020

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. The great online kick-off.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Customer Service Skills You Need to Master by Alex Yumashev.

Customer Service 283

Customer Service Surveys Customer Experience Customer Support 283

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service 403

Customer Service Morale Sales Coaching 403

ShepHyken

MARCH 6, 2020

That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. Recently I checked into a wonderful hotel in Southern California for a conference. The post Guest Post: Good Customer Service Is More Than Good PR appeared first on Shep Hyken.

Customer Service 245

Customer Service Coaching Advertising Scripts 245

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Coaching Education 51

Myra Golden Media

APRIL 3, 2020

We start with a video conference to learn about your challenges and goals. Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks.

Customer Service 177

Customer Service Customer Experience 177

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Customer Service 227

Customer Service Customer centricity Feedback Surveys 227

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. No conferences. Accurately.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

Myra Golden Media

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Imagine spending your entire day in conference calls, escalated calls with customers and returning calls! I created a task force of 4 customer service agents. Can you imagine how draining this must be?

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

APRIL 8, 2020

A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Coaching 316

Coaching Feedback Customer effort Surveys 316

CX Accelerator

OCTOBER 25, 2018

Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019!

Journey mapping 140

Journey mapping Contact Center Metrics Benchmark 140

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

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. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Banking 363

Banking Contact Center Customer Service Customer Experience 363

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Top 10 Customer Experience Keynote Speakers by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 216

Customer Service B2B Personalization Enterprise 216

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. My Comment: This is an excellent guide to dealing with angry customers.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). CustomerThink) Are you a list maker?

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Customer Service 205

Customer Service Chatbots Metrics Wait times 205

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). Instead, I focused on how to use the information to efficiently get the correct answer. So, how does this apply to customer service? Many people think that AI will be used to replace customer support agents – and even salespeople.

Customer Service 334

Customer Service Customer Support Technology Personalization 334

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). Complaining Customers Are Your Best Customers.

Customer Service 192

Customer Service Call Center Customer Experience Customer Support 192

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Shep Hyken . we wouldn’t in fact have a job. Gotta love this business!

Morale 284

Morale Coaching Customer Service Customer Experience 284

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

JANUARY 12, 2015

Philosophy #2: Your Customer Experience drives value for your organization. . When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. Here are my top five picks from last week.

Customer Service 200

Customer Service Journey mapping Contact Center Customer Experience 200

CX Global Media

SEPTEMBER 11, 2018

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. Jeanne Bliss : Jeanne is an expert in customer-centric leadership and business transformation.

Customer Service 168

Customer Service Coaching Customer centricity Scripts 168

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 1, 2019

The Analytic Customer Experience. How AI Can Support Human Customer Service. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The trend across industries is toward elevating the customer experience. How can I learn from my customers?

Self service 53

Self service Contact Center contact center solutions Employee engagement 53

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 332

Customer Service Management 332

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Media Changes Customer Service.

Marketing 223

Marketing Customer Service Airlines Self service 223

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. Comcast is a great case study on how a big company goes about turning around its customer service reputation.

Customer Service 188

Customer Service Customer centricity Customer Experience Marketing 188

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295