ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

Beyond Philosophy

MAY 26, 2015

Negative feedback has its place, of course, but the best motivators tend to be positive. Find ways to give people positive feedback, and you will be surprised how effective a manager you become. #3: For more important Customer Experience concepts, register for our Advanced. 3: None of us are as clever as all of us.

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

APRIL 17, 2015

Employee Experience and Customer Experience are linked. The Voice of the Customer (VOC) refers to the feedback you get regarding a Customer’s expectations and their experience with your organization. Engagement at an employee level is critical to creating a good Customer Experience.

Journey mapping 372

Journey mapping Employee engagement Customer Experience Surveys 372

360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . Measurable.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan.

Customer Service 398

Customer Service Customer Support Surveys Self service 398

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Here are some great examples: Shepard virtual training course. How to find customer experience problems before they occur.

Customer Service 371

Customer Service Chatbots Education Feedback 371

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it.

Consulting 360

Consulting Consulting Feedback Personalization 360

ShepHyken

AUGUST 26, 2022

In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents. Friendly, attentive staff will always go a long way towards creating a positive customer experience. .

Customer Experience 183

Customer Experience Entertainment Feedback Metrics 183

Beyond Philosophy

JANUARY 28, 2015

Request feedback. There are ways to suggest a better course of action without being as blunt as saying no. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Beyond Philosophy

MARCH 23, 2015

This does not mean, however, negative feedback is never warranted. You can’t expect a new employee, co-worker or Customer to know all the rules in the first week, and in some cases, even in the first month. You must give them time to adjust to the new system and take in the feedback they receive. Blogs Customer Experience'

Accountability 327

Accountability Feedback Personalization Customer Experience 327

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Customer centricity 239

Customer centricity Feedback B2C Customer Experience 239

ProProfs Blog

OCTOBER 30, 2021

This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. Even though it has both negative and positive sides, you’ll need both for consumer feedback to work for you. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. Take for instance a Customer Service interaction. Sure, the customer is placated.

Construction 341

Construction Consulting Consulting Customer Experience 341

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

ShepHyken

AUGUST 6, 2019

What customers say they want and what they actually do are often two different things.” – Jeff Gothelf. The faster you can build learning into the culture of your organization, the faster you can build the response mechanisms to adjust course to the wildly changing market conditions and customer expectations.” – Jeff Gothelf.

Customer centricity 299

Customer centricity Coaching Consulting Consulting 299

ShepHyken

OCTOBER 4, 2019

They refer other customers like them to your business. Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. Develops A Delightful Customer Experience.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. And customer retention rates are plunging. Customer retention drops.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. Compare the amount of time your CEO reviews Customer feedback to the time he or she reviews spreadsheets.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Consulting 310

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

Myra Golden Media

APRIL 1, 2019

You have a responsibility to train employees, coach, and give feedback. I’d misplaced the keys to my rental car on the second day of filming for a training course. Of course, all of this dominoes to make me late for lighting, where the Director, Light Tech, and everybody else would be waiting. ” 3. .”

Morale 276

Morale Coaching Feedback Management 276

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more.

Construction 232

Construction Customer Service Feedback Customer retention 232

ProProfs Blog

MARCH 1, 2019

In a nutshell, I view customer support as reactive and customer success as proactive. Without recreating the wheel, I’ve written about both, as they are comparable to customer experience, from which you can get a better idea of my perspectives on each area. Of course, you don’t want your customers to behave that way.

Customer Experience 147

Customer Experience Journey mapping Customer centricity Multichannel 147

CX Accelerator

OCTOBER 3, 2019

Given that new employee onboarding is a critical time in the life of an employee, I challenged the CX Accelerator community to share two to three things their companies are doing right now, or need to do better in the future, to ensure that new employees are bought in to supporting customer experience (CX) efforts.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

ShepHyken

APRIL 30, 2021

Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. Using Predictive Analysis for Customer Management. If you have growth on your mind in 2021, start by upgrading your customer service to reap instant results.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

delighted

APRIL 5, 2022

Imagine a scenario: You’re tasked with setting up a customer experience (CX) program for your company, with the goal of…well, with the goal of improving customer experience. What is covered in our Admin Certification course? We also cover sharing your feedback through Testimonials and exporting your data.

Management 91

Management Feedback Finance Accountability 91

ProProfs Blog

DECEMBER 26, 2019

And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. . However, there are some ways of measuring customer experience that can be more effective than others?

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. So let me guide you through my latest customer experiences.

Customer Service 232

Customer Service Wireless Chatbots Airlines 232

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Inconsistent experiences do serious damage. Will Sam be back?

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Solvvy

JULY 13, 2022

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience.

Surveys 109

Surveys Feedback Analytics Engineering 109

delighted

AUGUST 10, 2021

Delighted’s goal has always been to be the fastest and easiest way to gather customer feedback, which depends on us enabling you, our customers, to do everything yourselves. You’ll also get a badge to share that validates your customer experience management expertise (within your company, the CX community, and the world!).

Surveys 98

Surveys Best practices Feedback Analytics 98

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Customer service designs that are remarkable get talked about.

Customer Service 246

Customer Service Scripts Customer Experience Personalization 246

Calabrio

FEBRUARY 25, 2025

Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? What Is a Customer Experience (CX) Platform? Of course, we cant leave it at that.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. Of course, there are mixed feelings. Are customers willing to have their emotions analyzed?

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? The 6 Pillars to Create a Positive Digital Customer Experience (dCX) by Andre Havro. Many companies focus on getting feedback from their customers.

Customer Service 214

Customer Service Best practices Contact Center Chatbots 214