ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?

Customer Experience 206

Customer Experience Self service Banking Wait times 206

ShepHyken

APRIL 1, 2025

Recently, I wrote an article about the customer service farce. One of several examples I shared was the line we often hear when calling customer support: Your call is very important to us. Cleaning the Toilet: Nearly four out of 10 customers (39%) say they would rather clean a toilet than call customer support.

Customer Support 183

Customer Support Contact Center Surveys Customer Service 183

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. Read on to learn some of the best conflict resolution strategies and ideas that agents can implement on the job: Conflict Resolution Strategies for Customer Service.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. How can companies turn customer support into a competitive advantage?

Customer Support 213

Customer Support outsourcing Upselling Customer retention 213

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Healthcare Technical Support 62

ShepHyken

OCTOBER 27, 2024

My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. The article starts with the comment, “To win in B2B commerce, consistently put a focus on customers at the center of all strategy and operations.”

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

FEBRUARY 16, 2025

Customers gain familiarity and, ideally, confidence in your brand through various interactionsfrom social posts to purchases to email campaigns. Every customer touchpoint is a valuable opportunity to foster brand loyalty. Make the most of each one by developing a customer engagement strategy for every step of their journey.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

TeleDirect

MARCH 14, 2025

5 Strategies for Working with Customers in Different Time Zones Strategies for Working with Customers in Different Time Zones is essential for businesses operating on a global scale. As companies expand internationally, providing seamless customer service across multiple time zones becomes increasingly important.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

ShepHyken

NOVEMBER 5, 2024

While cost optimization is important, it should not overshadow the goal of enhancing customer experience. We should focus on helping the customer and training human agents to become a key part of relationship building.” He leads the technology vision, strategy, and direction for the Cisco Collaboration.

Customer Service 183

Customer Service Wait times Self service Technology 183

ShepHyken

MARCH 4, 2025

For example, if customers frequently complain about long hold times when calling your competitions customer support, examine your companys response time. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same. This isnt a do it once exercise.

Feedback 206

Feedback B2B Customer Service Customer Support 206

BlueOcean

OCTOBER 30, 2024

As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation. When the “customer support formula” to scale doesn’t feel right anymore, it may be time to make a change. And change is difficult.

outsourcing 62

outsourcing Customer Support Construction Contact Center 62

Outsource Consultants

MARCH 14, 2025

In 2025, healthcare customer support and customer experience (CX) isn’t just evolvingit’s entering a whole new era. Driven by advancements in AI and regulatory changes, healthcare brands are optimizing their call centers and redefining what patient support looks like.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

ShepHyken

JANUARY 1, 2021

In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Problem with Automated Emails for Customer Support. This strategy is common in eCommerce and can greatly speed up customer service operations. How to Write Automated Customer Support Emails.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

JANUARY 16, 2024

So, here’s my answer: There are at least three strategies for narrowing the gap between these perceptions: Leaders need to pay attention to their data. After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality.

Customer Service 371

Customer Service Customer centricity Surveys Customer Support 371

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

DECEMBER 9, 2024

Customer service must be baked into the entire customer journey, especially in sales. In addition, the customer support department, when they provide stellar service, may have an opportunity to make additional sales. As the title implies, this article focuses on how great customer service can make a sale.

Customer Service 183

Customer Service B2B Sales Self service 183

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. Empathy bridges that gap, turning frustrated customers into loyal advocates. In customer support, empathy plays a similar role.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Customer support is going to get better! While many companies have nailed it, there are CX laggards that have given the customer support industry an undeserved reputation that leaves room for improvement.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. 24/7 Availability: Offering round-the-clock support without the constraints of human work schedules.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

CSM Magazine

DECEMBER 12, 2024

Customer support is a challenging area of work. Customer support in iGaming presents several unique challenges that affect how support workers and entire teams approach their work and serve each customer. This risks ruining the customer experience and hurting the companys overall performance.

Customer Support 52

Customer Support Finance Accountability Personalization 52

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. These are micro-goals that drive your team towards customer satisfaction, e.g. “ We will respond to email messages within 6 hours”.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

NOVEMBER 6, 2024

Consider the following findings from our 2024 CX research (sponsored by RingCentral ) that illustrate the importance of not wasting your customers’ time: 61% of customers think that when they call customer support for a problem or question, companies don’t value their time.

Customer Support 198

Customer Support Customer Service Customer Experience 198

ShepHyken

FEBRUARY 12, 2024

Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support. Many brands want to use AI to support their internal and external customers.

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

CSM Magazine

JANUARY 15, 2025

While no one can truly comprehend the extent of the impact it will have, there is no doubt that AI and chatbots for customer support are being embraced by more and more companies. It can be a huge help, improve customer satisfaction and engagement, and enable you to work through questions faster and more efficiently.

Chatbots 52

Chatbots Customer Support Technical Support Banking 52

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . 5 brand examples of great customer service on social media . Self-service customer support is trending upwards.

Customer Service 333

Customer Service Advertising B2B Chatbots 333

ShepHyken

JANUARY 28, 2025

However, todays customers want a personalized experience. Even Amazon has live customer support. I stand by something I said years ago: The greatest technology in the world cant replace the ultimate relationship-building tool between a customer and a business: the human touch. However, customer support is a department.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

Interaction Metrics

MARCH 27, 2025

If youre ready to genuinely listen to your customers and turn their insights into lasting loyalty, contact us to learn more about how surveys built with our key principles in mind boost your customer retention. For specific strategies you can use, keep reading. Great customer support feels human: its fast, genuine, and personal.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Blueship Call Center

JANUARY 8, 2025

In the competitive environment of global commerce, customer support functions as a pivotal touchpoint between businesses and their customers. Many businesses worldwide are turning to Call Center Services in India to manage their customer support needs effectively.

Call Center 40

Call Center Customer Support Technical Support Education 40

CSM Magazine

FEBRUARY 5, 2025

For start-ups, where the reputation of your brand is still being built, providing excellent customer service can create lasting impressions and loyal customers. When its time to hire and train your first customer support representative (CSR), the process might feel overwhelming. Straightforward and professional?

Customer Support 52

Customer Support Customer centricity Construction Morale 52

ShepHyken

JANUARY 4, 2022

Tune in to find out just how intelligent the Intelligent Virtual Agent is, how it enhances customer interactions, and if it will take away jobs from human customer support agents down the line. Quotes: “AI may replace what a human once did but it doesn’t mean that humans need to be replaced in customer support.”

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Virtual Agent Interactive Voice Response Contact Center Consulting 330

PeopleMetrics

JANUARY 29, 2025

The Traditional Divide Between VoC and Market Research To recap, heres how VoC and market research historically differed: Market Research: Strategic, one-way communication aimed at answering big-picture questionslike pricing strategy, competitive positioning, or brand perception. Whats your experience with combining VoC and market research?

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

NOVEMBER 1, 2020

(Ceoworld Magazine) During this ever changing and challenging time, the ability to be a great customer and extend kindness to those we come into contact within a service environment is more important than ever. My Comment: Lately, I’m asked about how customer service has changed during the pandemic. But how about customers?

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ShepHyken

AUGUST 11, 2020

Subscribe to an Amazing Customer Experience. How to Deepen Customer Relationships Through Subscription and Membership. Shep Hyken interviews Robbie Kellman Baxter , bestselling author and founder of Peninsula Strategies, LLC. If the customer is not engaged or getting value, they will not renew.

Consulting 66

Consulting Consulting Customer Support Marketing 66

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Customer Service 407

Customer Service Customer Care Customer Support 407

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

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Upselling Self service Best practices Customer Support 305