ShepHyken

FEBRUARY 4, 2025

It may or may not be something you can do in your organization, but it is a conversation that is definitely worth having. Sit down with your team and brainstorm how you can get feedback during the experience, not just after it. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Feedback 225

Feedback Government Customer Service Customer Experience 225

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. No doubt, omnichannel communication is a definite megatrend of the customer experience in the next years. ” – Lynn Hunsaker for ClearAction.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Balto

MARCH 3, 2025

The post Call Center Automation: Definition, Trends, Benefits, & Use Cases appeared first on Balto. Smart businesses maintain clear escalation paths to human agents. Gen Z and millennial customers show 40% higher satisfaction with automated channels compared to traditional phone support.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Beyond Philosophy

MAY 6, 2023

Now, part of not having any content on the subject means I didn’t have a definition ready for the term. Each of these definitions was unique and oddly familiar. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as “time well-spent.”

Marketing 368

Marketing Customer Experience 368

Callminer

AUGUST 8, 2023

While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers productive.

Management 182

Management Customer Service 182

Callminer

MAY 29, 2023

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

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ShepHyken

OCTOBER 7, 2020

This phrase has no definition. In the absence of a formal definition, here’s my interpretation of customer disservice. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service.

Customer Service 419

Customer Service Accountability Sales Personalization 419

ShepHyken

MARCH 3, 2025

The author’s definition is simple and accurate: It is the sum of all interactions a customer has with a business from the first time they hear about it to their ongoing relationship with the brand. My Comment: What is CX?

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

ShepHyken

NOVEMBER 20, 2019

Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”. A broader definition and one that is much softer is that it is something that causes distress or anxiety.

Customer Service 314

Customer Service Technology Customer Experience 314

Beyond Philosophy

SEPTEMBER 19, 2020

The definition of science helps us define Customer Science. Using the definition of science as a basis, you could define Customer Science as the rigorous identification of systems in customer experiences that help you create theories for customer behavior in future experiences.

Finance 396

Finance Big data Consulting Consulting 396

ShepHyken

FEBRUARY 16, 2025

The past definition (which still works today) has focused on how a company interacts with its customers. It changed over time to what it is today; the end-to-end experience a customer has with any and every interaction they have with a company or brand. The same thing is happening with customer engagement.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

Beyond Philosophy

NOVEMBER 8, 2017

The scientific definition of a habit is anytime your mind prepares you to respond in a certain way based on some environmental cues or stimuli. Now, the scientific definition only explains part of what makes up a habit. Few of us know how to change them—especially those bad ones. The Three Parts of Habit: Cue, Routine and Reward.

Government 345

Government Consulting Consulting Customer Experience 345

ShepHyken

OCTOBER 20, 2024

Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell (CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

DECEMBER 29, 2024

My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. Online reputation is critical for businesses, and a key part of understanding how to improve CX. Lets talk about how social listening can help you tap into the conversation.

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

ShepHyken

AUGUST 19, 2020

It’s definitely more than whether or not you are paid. Neil had a great definition of being a professional: “A professional just is, that’s all. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. I’ll answer that with a resounding, “No!”

Entertainment 331

Entertainment Customer Service 331

ShepHyken

JULY 30, 2021

You definitely don’t want that to happen, so you need to strive to enhance client satisfaction. To start providing the service, you may need to pay for online courses or take an exam to get a certification , but it will definitely be worth it! Here are a few ways to do just that. . Foresee What Your Clients Need? .

Finance 395

Finance Enterprise Coaching Consulting 395

HelpCrunch

MARCH 11, 2025

Get it wrong, [ ] The post Hire Customer Service Representatives: A Definitive Guide appeared first on The HelpCrunch blog. Get it right, and you have a good shot at maintaining high levels of customer satisfaction and a sense of brand loyalty.

Customer Service 71

Customer Service 71

ShepHyken

APRIL 6, 2021

Shep’s definition of amazement is simply being better than average all the time. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful. . Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising 382

Advertising Consulting Consulting Customer Experience 382

ShepHyken

OCTOBER 10, 2023

But, remember that your definition of this value is only good if it aligns with what customers want and hope for. Let’s talk about making price irrelevant. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. How do you define that value? It’s simple.

Customer Experience 386

Customer Experience Customer Service Sales 386

ShepHyken

JULY 7, 2021

So, a short definition of customer service is all of the interactions that customers have with the people in the company. The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

ShepHyken

MARCH 10, 2021

Everyone must know the role they play in delivering on that definition. Unfortunately, it’s also contagious in the worst-run companies. It must be abundantly clear how you define customer service and experience in your organization.

Coaching 396

Coaching Customer Service Personalization Management 396

Beyond Philosophy

AUGUST 30, 2018

We discussed this predicament in a recent podcast and shared a couple of definitions about customers’ feelings to get us started. I choose one and hope for the best, but I don’t have a definite opinion on either. Indifference: Not feeling one way or the other about an experience. It’s not bad; it’s not good; it’s what you expected.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

Beyond Philosophy

NOVEMBER 21, 2016

Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

ShepHyken

APRIL 21, 2020

They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. His latest book is Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever.

Morale 282

Morale Surveys Marketing Customer Service 282

ShepHyken

JULY 15, 2020

My definition of “customer amazement” is to be better than average all the time. Beyond that, she paid attention and took action on that one little piece of information that put an exclamation point on an already great experience. Paying attention can help you find opportunities to create higher levels of customer amazement.

Customer Service 392

Customer Service Personalization 392

Contact Center Pipeline

DECEMBER 8, 2021

I’m less surprised by the definition and more surprised at the time frame. I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” To think that AI conversations began more than six […].

Contact Center 264

Contact Center 264

ShepHyken

DECEMBER 9, 2020

The lesson on how these are handled is definitely worth sharing. Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process.

Coaching 371

Coaching Surveys Customer Service 371

ShepHyken

AUGUST 6, 2024

It’s a medical term, but I wanted to better understand the definition, so I did what most people do. The first definition confirmed that the CEO’s comment was accurate. The second definition sounds like common practice for most businesses, not just hospital emergency rooms.

Customer Service 213

Customer Service Customer Experience Management 213

ShepHyken

SEPTEMBER 22, 2021

Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. Create a simple and easily remembered definition of what customer service looks like in your organization. Principle Four: Put it in writing – This ties in with Principle One. It should be one sentence or less.

Customer centricity 280

Customer centricity Coaching Finance Customer Service 280

Beyond Philosophy

AUGUST 20, 2022

While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one. Here are a few critical moments in the discussion: 06:17 Vasili introduces the concept of proactive customer service, its definition, and its benefits.

Consulting 56

Consulting Consulting Customer retention Surveys 56

Beyond Philosophy

NOVEMBER 28, 2016

What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior for both stakeholder groups. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

AUGUST 12, 2020

I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. There’s not only a lesson here, but it’s also a heartwarming story that will make you feel good.

Customer Service 346

Customer Service Personalization 346

ShepHyken

AUGUST 17, 2022

Carlzon’s definition of the Moment of Truth was: . It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. At the time the book was published more than 30 years ago, Carlzon’s wisdom was timely.

Airlines 339

Airlines Advertising Customer Service Management 339

TeleDirect

DECEMBER 22, 2024

First Call Resolution (FCR) Definition: The percentage of customer issues resolved during the first interaction, without the need for follow-ups. Average Handle Time (AHT) Definition: The average time agents spend on a customer call, including hold time and after-call work.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

CX Accelerator

MARCH 14, 2025

With changes in the CX world right now, definitive answers are hard to come by. What you CAN do is ask the right questions!

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