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 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships.

Morale 161

Morale Customer Service Chatbots Feedback 161

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise. It can even create loyalty.

Customer Service 176

Customer Service Customer centricity Personalization Customer Experience 176

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. consumers abandoned a brand due to lack of personalization and trust. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 253

Customer Service Customer retention Personalization Surveys 253

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 161

Customer Service Personalization Surveys Chatbots 161

CSM Magazine

OCTOBER 4, 2024

Exceptional customer service has historically been linked with high levels of human interaction. The more frequent dealings with a person, in real life or over the phone, the higher the perception of great service. Saas (Software as a Service) is a key player in this shift, having grown out of the online era.

Personalization 52

Personalization Real estate Customer Service Automotive 52

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

CSM Magazine

OCTOBER 6, 2024

This Customer Service Week, I want to extend a heartfelt thank you to all the customer service professionals around the world. In many instances, their interactions define a customer’s perception of the company as a whole. Your dedication, perseverance, and positive attitude inspire us all.

Customer Service 52

Customer Service Brand ambassadors Personalization 52

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. .” Follow on Twitter: @Hyken.

Customer Service 298

Customer Service Customer centricity Feedback Personalization 298

ShepHyken

JUNE 4, 2024

Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.” Einstein said, “Genius is making complex ideas simple, not making simple ideas complex.” What else can I add to this concept? Magazine interview.

Customer Service 234

Customer Service Customer Support Customer Experience Personalization 234

CSM Magazine

JULY 19, 2024

The new tool unites key features including call coaching, smart follow-ups, and action plans to create personalized conversations with leads. Most customers expect a response from a business within hours, and are most likely to go with whoever responds first. Magazine’s Best Places to Work list. The objective?

Personalization 52

Personalization Coaching Marketing Sales 52

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Well, consider this a refresher.

Customer Service 274

Customer Service Customer Support Self service Customer Experience 274

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 209

Customer Service Call Center Customer Experience Customer Support 209

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 233

Customer Service Customer centricity B2B Contact Center 233

CSM Magazine

OCTOBER 8, 2024

Customer Service Week is a dedicated time to honor and celebrate the invaluable contributions of customer service professionals who are at the heart of every successful business. Here are our top 20 fun games for an unforgettable customer service week 2024! Games for Team Building and Engagement 1.

Customer Service 52

Customer Service Morale Feedback Personalization 52

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. Magazine) What makes a brand essential?

Customer Service 166

Customer Service B2B Surveys Best practices 166

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

CSM Magazine

JULY 1, 2024

Whether you run a dealership or an auto repair shop, the way you treat your customers directly impacts your reputation and success. Here’s our guide on how to deliver exceptional automotive customer service. Understanding Your Customers’ Needs At the heart of great customer service is understanding your customers.

Automotive 52

Automotive Customer Service Entertainment Feedback 52

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Customer Service 52

Customer Service Management Education Contact Center 52

CSM Magazine

MAY 27, 2024

A well-crafted customer service value proposition can set your company apart, attracting and retaining loyal customers. But what exactly is a customer service value proposition, and how can you write one that resonates with your audience? What is a Customer Service Value Proposition? Who are they?

Customer Service 59

Customer Service Multi-channel support Metrics Accountability 59

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

CSM Magazine

OCTOBER 14, 2024

It’s the power of personalized healthcare, and immediate attention, all bundled up in a few clicks. This virtual healthcare model delivers a unique, personalized experience, designed to align with your specific needs and lifestyle. This digital shift epitomizes a revolutionary leap in psychiatric customer service.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. What would you do? But are you?

Customer Service 200

Customer Service Scripts Best practices Metrics 200

SharpenCX

JULY 21, 2021

From the start of the brand to now, Marriott excels in customer service. Most importantly, they meet the needs of customers to deliver a seamless experience. And to go even further, their customer experience strategy focuses on customer delight. >> Marriott curates a seamless, personalized experience.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

CSM Magazine

JUNE 13, 2024

The Power of First Impressions in Customer Service In customer service, the Primacy Effect underscores the importance of initial interactions. From the moment a customer walks into your store or initiates an online chat, they begin forming an impression of your brand. What is the Primacy Effect?

Customer Service 52

Customer Service Personalization Customer Experience Customer Support 52

CSM Magazine

NOVEMBER 13, 2024

In the competitive world of real estate, exceptional customer service can be the key differentiator that sets you apart from the competition. Let’s explore ten valuable tips that can elevate your customer service game and help build lasting relationships with your clients according to Verde Trader.

Real estate 96

Real estate Customer Service Finance Customer centricity 96

CSM Magazine

OCTOBER 18, 2024

The digital age has ushered in a new era of customer expectations. Consumers now demand more than just quality products or services; they crave experiences tailored to their unique preferences and needs. The Power of Personalization in Marketing Gone are the days of one-size-fits-all marketing approaches.

Personalization 52

Personalization CRM Automotive Airlines 52

Contact Center Pipeline

JULY 2, 2021

In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. We cover a wide variety of topics this month in our July issue. Culture is always challenging and now more so.

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

CSM Magazine

AUGUST 27, 2024

Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. In this article, we’ll discuss some of the most effective and advanced customer service training technologies of today.

Gamification 52

Gamification Customer Service Feedback Employee engagement 52

ShepHyken

JUNE 8, 2021

Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. When businesses don’t understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times.

Marketing 267

Marketing Customer Service Personalization Management 267

Call Center Weekly

SEPTEMBER 11, 2017

By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone. Even online merchants must deliver good customer service if they want returning clientele.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

ClientSuccess

NOVEMBER 15, 2022

It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. One way to ensure your customers stay with you is to add a personal touch to customer success. Listen to Customer Feedback.

Personalization 74

Personalization Finance Feedback Scripts 74

CSM Magazine

NOVEMBER 17, 2024

But what if the person across the desk seems indifferent? This is where exemplary customer service makes all the difference. Here are some insightful tips to help you become a leader of customer service in the loan industry. Encourage them to take initiative and make decisions that enhance the customer experience.

Customer Service 52

Customer Service Feedback CRM Personalization 52

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. It fosters loyalty, promotes positive word-of-mouth, and sets a standard for your team’s approach to service. Patience Customers may come to you frustrated or confused.

Customer Service 52

Customer Service Feedback Customer centricity Best practices 52