ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience?

Customer Experience 166

Customer Experience Feedback Personalization Customer Service 166

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Waterton also explains the difference between feedback and reviews.

Feedback 195

Feedback Surveys Personalization Customer Experience 195

CCNG

JANUARY 29, 2025

Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Feedback Loops for Continuous Improvement: Missing details? Whats the Confusion?

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 401

Customer Experience Wait times Surveys Feedback 401

ShepHyken

FEBRUARY 18, 2025

How can companies get better customer feedback? What should companies look for when hiring customer service employees? How can businesses move beyond customer satisfaction metrics? What role does empathy play in customer service? Your employees are just as valuable sources of feedback as your customers.

Customer Service 223

Customer Service Construction Metrics Feedback 223

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 401

Customer Experience Customer advocacy Technical Support Finance 401

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

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 380

Customer Experience Management Finance Banking 380

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 185

Customer Service Customer retention Personalization Sales 185

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Happy Enabled Employees = Happy Customers. Voice of Customer.

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

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. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 216

Customer Service Chatbots Feedback Personalization 216

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? Personalization Done Right by Mark Abraham and David C.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

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 176

Customer Service Feedback Surveys Customer Experience 176

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 176

Customer Service Surveys Feedback Chatbots 176

ShepHyken

SEPTEMBER 24, 2021

If a prospect searches online or reaches out to their network to find out how you treat your customers after a sale then you want the feedback to be glowing. A Customer Success Manager can play a greater and more strategic role with the client. The additional credibility could make a huge difference to your closing line.? .

SaaS 398

SaaS Sales Customer Experience Upselling 398

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Topics include automation, personalization, 24/7 support, and more.

Customer Service 201

Customer Service B2B Chatbots Education 201

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. We love repeat customers, but dont get caught believing your repeat customers are truly loyal. All Customers Should Be Treated the Same: All customers must be treated with similar levels of respect.

Customer Service 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

JANUARY 14, 2025

Respond to customer feedback If a customer takes the time to share feedback, let them know you received it. Treat employees like you want your customers to be treated (maybe even better) This is what I refer to as The Employee Golden Rule. Always say thank you to your customers!

Customer Service 176

Customer Service Feedback Personalization Customer Experience 176

Win the Customer

DECEMBER 23, 2024

This blog post will explore key AI trends shaping the future of customer service and discuss their implications for product development. Hyper-Personalization at Scale: Trend: AI-powered tools are enabling hyper-personalization of customer interactions at an unprecedented scale. GDPR, CCPA).

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

ShepHyken

JULY 13, 2022

For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. Realtime Feedback is exactly what it sounds like. It’s important to get feedback.

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

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?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Beyond Philosophy

DECEMBER 10, 2018

An important principle in both marketing and customer experience is that you should listen to your customers. Your customers are the best judges of what you are doing well and what you can improve upon. In those days, customer surveys played an important role in getting feedback from people who had done business with you.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

ShepHyken

AUGUST 31, 2023

Improving your customer journey doesn’t just eliminate the inefficiencies that cause dissatisfaction and churn. It leads to the creation of a holistic customer experience in which every level of your sales funnel is optimized to meet customer needs and expectations.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

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. What Is Empathy in Customer Service?

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. However, when an experience is extreme, a customer is more likely to review it. We employ the phone for personal contact with friends and family.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. Also, memories of Customers Experiences are the result of the Peak-End Rule, introduced by Nobel-Prize winning economist Professor Daniel Kahneman. Consider the post-experience.

Feedback 486

Feedback Consulting Consulting Government 486

CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes.

Personalization 52

Personalization Feedback Customer Support Marketing 52

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. How AI is Beginning to Transform VoC AI is starting to reshape how VoC platforms collect, process, and analyze feedback. And at scale.

Feedback 71

Feedback Customer centricity Surveys Customer emotions 71

TMP Direct

JANUARY 20, 2025

In a world where technology is revolutionizing customer interactions, the challenge for brands lies in ensuring that personal touch remains at the core of their customer service. ’ Brands that seamlessly blend these elements not only stand out – they create loyal customers who feel heard and valued.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

TeleDirect

MARCH 7, 2025

Best Practices in Call Script Design: Crafting the Perfect Balance Between Information Gathering and Personalization Best Practices in Call Script Design play a critical role in delivering high-quality customer interactions while maintaining efficiency in a call center. Personalize the greeting if customer details are available.

Scripts 62

Scripts Best practices Personalization First call resolution 62

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. The challenge with feedback and reviews is they are frequently solicited but infrequently completed. However, when an experience is extreme, a customer is more likely to review it. We employ the phone for personal contact with friends and family.

Transportation 870

Transportation Surveys Consulting Consulting 870

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