ShepHyken

FEBRUARY 18, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the biggest enemy of good customer service? How can companies get better customer feedback? What should companies look for when hiring customer service employees? What role does empathy play in customer service?

Customer Service 230

Customer Service Construction Metrics Feedback 230

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. To thread this needle, we’ve identified four key areas that, since being addressed, have led to elevated customer experiences: . Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

TeleDirect

DECEMBER 25, 2024

How 24/7 Call Centers Improve Your Customer Experience In todays global and always-connected marketplace, customer expectations have evolved dramatically. Businesses are no longer judged solely on the quality of their products or services but on the customer experience (CX) they provide. These include: 1.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

MARCH 4, 2025

How would you like to know what made a customer angry or sad, leading them to leave a negative review? Direct feedback is a gift. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve.

Feedback 216

Feedback B2B Customer Service Customer Support 216

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 310

Customer Experience Feedback Construction Personalization 310

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. I refer to this as Time to Happiness how quickly you can move a customer from frustrated to satisfied. The faster, the better.

Customer Service 223

Customer Service Chatbots Feedback Personalization 223

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 180

Customer Service Surveys Feedback Chatbots 180

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. In this article, we learn from Verizon ‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known.

Customer Service 168

Customer Service Surveys B2B Self service 168

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 180

Customer Service Feedback Surveys Customer Experience 180

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 301

Customer Experience Feedback Customer centricity Customer retention 301

ShepHyken

SEPTEMBER 17, 2021

He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace. And 54% in another study said the customer experience at most companies needs improvement. .

Customer Experience 284

Customer Experience Consulting Consulting Customer Care 284

ShepHyken

DECEMBER 17, 2024

Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers input and making them feel heard by letting them know what actions are taken.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. Drive customers towards self-help. Let’s jump right in.

Journey mapping 246

Journey mapping Customer Experience Self service Personalization 246

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 190

Customer Service Customer retention Personalization Sales 190

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? If you want customers to return, give them a good experience they can rely on and trust.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

VirtualPBX

OCTOBER 17, 2024

Automated phone surveys are a common tool businesses use to collect feedback from customers. They are affordable, quick to implement, and provide a direct line to customers. You might encounter them at the end of a call, when a voice prompt asks how your call went or how satisfied you were with the customer service.

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

Beyond Philosophy

JULY 16, 2020

For example, driving to Disney World in Orlando takes longer to get there than to get back. For example, the Return Trip Effect is memory-based. Chen and the research team would have people experience something or go somewhere, then, after their return, ask them which felt longer, going there or coming back.

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 261

Customer Experience Entertainment Sales Advertising 261

ShepHyken

SEPTEMBER 16, 2022

For example, advanced customization, abstract thinking and some types of complex problem solving cannot always be effectively performed by a machine. Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king.

Feedback 180

Feedback Education Chatbots Consulting 180

Beyond Philosophy

JANUARY 19, 2022

A good example would be the Pokémon Go game. Dobrev says that the goal is to replace interactions with products, objects, or transactions we have now with enhanced or virtual experiences or interactions, like an ongoing evolution of the relationship between technology and humans. . Examples of the Immersive Experience.

Entertainment 221

Entertainment Real estate Technology Engineering 221

CCNG

MARCH 26, 2025

As a customer experience leader, you pour your energy into creating better interactions, improving satisfaction scores, and generally making life easier for customersonly to feel undervalued, underappreciated, and, frankly, under-resourced. Improving customer experience for the sake of customers alone?

Metrics 195

Metrics Finance Upselling Engineering 195

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 382

Customer Service Chatbots Education Feedback 382

PeopleMetrics

APRIL 11, 2025

If you want to truly transform your VoC program collect feedback while the customer is still in the experience. In-moment feedback changes everything! Because waiting even a few hours (let alone days) after an experience to ask for feedback adds friction, memory loss, and apathy. Thats customer rescue.

Feedback 62

Feedback Wait times Surveys Personalization 62

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis? Positive sentiment. This app keeps crashing.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

TeleDirect

JANUARY 15, 2025

As more companies recognize the importance of creating meaningful customer interactions, empathy has become a cornerstone of exceptional service delivery. By the end, youll understand how fostering empathy can transform customer interactions and drive business success. Empathy in Action: Real-World Examples 1.

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

JULY 12, 2024

Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights customers. This bias manifests in various ways.

Customer Experience 221

Customer Experience Feedback 221

CCNG

DECEMBER 11, 2024

That means a Conversational AI solution for self-service has to deliver consistent, accurate answers every single time, no matter how many different ways the customer phrases the issue. For example, given one phrasing of a question, the model can claim to not know the answer, but given a slight rephrase, can answer correctly.”

Customer Service 195

Customer Service CCNG APIs Entertainment 195

ShepHyken

AUGUST 26, 2022

He shares what a tip jar can tell you about your customer’s experience. 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. Showing Appreciation for Good Service.

Customer Experience 190

Customer Experience Entertainment Feedback Metrics 190

Beyond Philosophy

AUGUST 21, 2020

We also get to the point more quickly, which favors our emotional evaluations of that experience. For example, writing “I loved it,” or “I hated it,” gets the message out quickly without a lot of supporting reasons why. The challenge with feedback and reviews is they are frequently solicited but infrequently completed.

Transportation 448

Transportation Surveys Consulting Consulting 448

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195