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

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 239

Customer Service Customer centricity B2B Contact Center 239

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Here are my top five picks from last week.

Customer Service 44

Customer Service B2B Benchmark Personalization 44

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99

Customer Service 216

Customer Service Banking Enterprise Customer Experience 216

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. It happens between the moment the customer thinks of you and the time they actually buy.

B2C 340

B2C Entertainment B2B Sales 340

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 180

Customer Service Customer centricity Personalization Customer Experience 180

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 216

Customer Service Call Center Customer Experience Customer Support 216

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Customer Service 200

Customer Service Customer retention Metrics Advertising 200

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

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 180

Customer Service Customer retention Self service Engineering 180

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

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 270

Marketing Customer Service Personalization Management 270

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. Balto went to 30 thought leaders in the customer service and CX space and asked their opinion. Eight Tips For Providing Excellent Customer Service by Saul Maslavi.

Customer Service 40

Customer Service Contact Center Consulting Consulting 40

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships. Custom Studio (Inc. What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 41

Customer Service B2B Customer Experience Marketing 41

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 241

Customer Service Customer Support Customer Experience Personalization 241

ShepHyken

MAY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty and Loyalty Programs- How it Helps a Business? Customers tend to come back and spend more. My Comment: What is AI-powered personalization? Here are my top five picks from last week.

Customer Service 33

Customer Service Personalization Marketing Customer Experience 33

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 166

Morale Customer Service Chatbots Feedback 166

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

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 166

Customer Service Personalization Surveys Chatbots 166

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer service and the customer experience are at the forefront of conversations about success and excellence in business. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.

Customer Service 27

Customer Service Metrics Upselling Healthcare 27

ShepHyken

JANUARY 9, 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 33

Customer Service Consulting Consulting Customer Experience 33

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 168

Customer Service B2B Surveys Best practices 168

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. D riven by core values.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

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

ShepHyken

JULY 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. But they have to understand their customers and the industry first.

Customer Service 31

Customer Service Customer Experience Technology Marketing 31

Beyond Philosophy

MARCH 31, 2015

It is a concept that they began several decades ago, and it is built on a successful recipe of community service and employee-empowered customer service. As an Umpqua SVP was quoted stating in a recent magazine article: “Finances are challenging enough – why are bank branches formal and intimidating?

Banking 310

Banking Airlines Self service Finance 310

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

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

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

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

CCNG

OCTOBER 12, 2022

So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy? When this happens, customer service scores increase. The company can get rave reviews and attract more customers.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Beyond Philosophy

MAY 24, 2016

Keller Fay defines an influencer (as distinct from someone who makes, or is likely to make, a recommendation) as “a person who has a greater than average reach or impact through word-of-mouth in a relevant marketplace”. 32% feel this way if there are multiple customer reviews. –

B2B 236

B2B Government B2C Consulting 236

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Personalization 52

Personalization Customer Service Morale Surveys 52