ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

SEPTEMBER 10, 2024

And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. It won’t hurt. Connect with Shep on LinkedIn.

Consulting 374

Consulting Consulting Customer Service Customer Experience 374

Beyond Philosophy

OCTOBER 8, 2020

For example, I was running a workshop for a client in the mobile communications market. The VP of customer service was late and came into the workshop after about an hour looking fraught. In another client situation, I spoke with a senior manager at a water utility we were consulting. Your annual value is $1,800.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. .” So, let’s learn!

Customer Service 230

Customer Service Journey mapping Customer Care Consulting 230

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

Customer Service 223

Customer Service Consulting Consulting Enterprise 223

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

APRIL 30, 2024

Customers don’t want or like complication, confusion, or friction. They want a customer-friendly experience, but they also want the overall experience to be convenient. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

Entertainment 255

Entertainment Consulting Consulting Surveys 255

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week.

Customer Service 186

Customer Service Consulting Consulting Customer Experience 186

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). Do Your Customers Feel Honored?

Customer Service 193

Customer Service Morale Surveys Consulting 193

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences.

Consulting 221

Consulting Consulting Education Customer effort 221

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Then look no further as we have put together some fresh ideas to help boost agent morale in your contact centre – recommended by our consultants panel of industry experts. Here are my top five picks from last week.

Morale 166

Morale Customer Service Chatbots Feedback 166

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. Constant reinforcement of the importance of customer service is key to sustaining the culture. As they grew and added different areas to their business, they always put the customer first. Shep Hyken.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

CCNG

SEPTEMBER 13, 2023

Recently CCNG members and area contact center professionals were invited to the Alcon North America Customer Service Operations Center in Fort Worth Texas for a group discussion into Alcon's journey of digital transformation over the years. Below are some of the highlights shared at the event as provided by a CCNG member in attendance.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

Interaction Metrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 62

Consulting Consulting Customer Service Surveys 62

ShepHyken

FEBRUARY 1, 2019

Customer service is everyone’s job— from sales reps, finance, IT, operations, to management— and the more employees buy into it, the more they will exceed in providing higher quality service. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it.

Customer centricity 241

Customer centricity CRM Finance Coaching 241

Kristina Evey

APRIL 28, 2015

Committed to Service. Yes, that sounds extreme, but let me explain… I’ll tie this in to Customer Service and the Customer Experience quickly. So, you say you deliver the best customer service and make the experience your customers have better than they can get anywhere else? They have clarity.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Taylor Reach Group

MAY 11, 2021

Develop a ‘Guiding Principal’ document to guide agents with their decisions during customer contact and invest the time to conduct workshops and training of all staff. To find out more about how Taylor Reach can help your company with alignment, mission, and vision, CLICK HERE to schedule a free consultation.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

ShepHyken

FEBRUARY 10, 2017

Unconscious bias in customer service can cost companies money. I was running a customer service workshop in Australia some years ago. The customer in front of me has feelings – just like me. As service leaders, we need to make customer service employees aware of their potential unconscious biases.

Education 185

Education Consulting Consulting Personalization 185

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Customer Service 92

Customer Service Customer Experience Management Consulting 92

Outsource Consultants

MARCH 17, 2025

At Outsource Consultants, we’ve seen firsthand how effective Philippines recruitment can transform customer service operations. The country’s workforce offers a unique blend of skills and attributes that make them ideal for customer service roles. million adults in 116 countries and regions.

Call Center 67

Call Center outsourcing Education Consulting 67

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Myra Golden Media

MAY 1, 2018

I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?”

Consulting 149

Consulting Consulting Customer Service Customer Experience 149

CSM Magazine

NOVEMBER 30, 2016

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

Call Center Weekly

JANUARY 10, 2018

Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500. Specialties include in-depth experience evaluations, customer journey mapping, user experience analysis, and leading workshops and trainings.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CSM Magazine

DECEMBER 2, 2024

Often a customer’s first meaningful interaction with a brand, the sales engagement sets the tone for how the customer perceives the brand and ultimately whether they decide to become a repeat customer,” said Dave Seybold, CEO, TTEC Digital.

Sales 52

Sales CRM Consulting Consulting 52