ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. Here are my top five picks from last week.

Article 107

Article 2019 Customer Service Hotels 107

Omnicus

AUGUST 17, 2022

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail?

Customer Service Representative 72

Customer Service Representative Customer Service Article Customers 72

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Then read this article.

Article 85

Article 2018 Customer Service Poor Customer Service 85

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 170

Customer Service Customer Service Training Customer Service Representative Reference 170

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

2020 370

2020 Customer Journey Mapping Culture Innovation 370

GetFeedback

MAY 2, 2019

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience?

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use.

Article 75

Article Customer Service 2023 Workshop 75

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?” okay… so what do you actually do?” “Oh,

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. Here are my top five picks from last week.

2022 14

2022 Article Customer Service Hospitality 14

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies B2C 139

GetFeedback

JULY 1, 2019

In this article, we’ll give you some tips to create both a presentation and a report. Let’s say, for example, a Customer Satisfaction Score (CSAT) survey shows 72% of customers love the new coat your company created, but supporting data shows customers also think it’s overpriced compared to similar coats on the market.

Communication 218

Communication Presentation Customer Service Representative Insights 218

GetFeedback

JANUARY 21, 2020

However, there is huge potential for how AI can change and improve the customer experience (CX). Experts in the field expect AI to become an essential aspect of customer interaction that is beneficial for both the business and the customer, improving satisfaction and loyalty. Artificial Intelligence in customer service.

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 118

Customer Service Net Promoter Score Customer Service Representative NPS 118

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

CSM Magazine

NOVEMBER 29, 2022

Customer support is a role where a company’s employees are a representation of your organization. The experience of your customer with your product or organization is directly dependent on the kind of service they receive from your customer support representatives. Creativity. Communication skills.

Customer Service Representative 52

Customer Service Representative Customer Service Advertising Customers 52

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? Seems like a lot to have weighing on your shoulders, right?

Employee Experience 133

Employee Experience Customer Service Engagement Article 133

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

Customer Experience 112

Customer Experience Consulting Social Media Customer Service Representative 112

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? It’s lose-lose.

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. okay… so what do you actually do ?”. “Oh,

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

TechSee

DECEMBER 3, 2019

Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Over a quarter say that getting their questions answered by customer service is becoming harder. How may I help you today?

Contact Center 136

Contact Center Customer Service Representative Presentation Article 136

Provide Support

OCTOBER 21, 2015

How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. Hope this article will give you some helpful advice and actionable tips you can use. Burnout is a widespread issue in customer service today.

Customer Service 100

Customer Service 2003 2015 Customer Service Representative 100

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. When a customer gets in touch, the bot replies instantly. Shep Hyken.

Blog 95

Blog Customer Experience Airlines Books 95

ShepHyken

JANUARY 25, 2019

This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. This easy-to-remember rhyme will help you help your customer find satisfaction. The steps associated with each word are detailed as follows.

Customer Satisfaction 120

Customer Satisfaction Blog Books Customer Service Representative 120

Beyond Philosophy

JANUARY 20, 2016

Customer Loyalty is a gold standard for most businesses. There are numerous ways that you earn (and lose) Customer Loyalty. But one way that anyone can do is one of the most effective ways to create a Customer Experience that keeps them coming back for more. Pivoting is a technique well-known by the Public Relations industry.

Call Center 100

Call Center Customer Service Representative Consulting Loyalty 100

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

E Commerce 111

E Commerce Sales Customer Engagement E-support 111

ShepHyken

OCTOBER 5, 2021

A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. You can predict what the problem is because of customer behavior.

2005 86

2005 Customer Service Representative Customer Satisfaction Webinar 86

CSM Magazine

NOVEMBER 19, 2021

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. With customer service, this is no different. What are customers searching for on your website? What blogs are they reading?

Customer Service 98

Customer Service 2005 Customer Service Representative Customers 98

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. okay… so what do you actually do ?”. “Oh,

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister.

Article 48

Article Customer Service 2023 Customer Service Training 48

Magellan Solutions

MAY 25, 2018

To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training. Start with the basics — customer service training.

Customer Service Training 70

Customer Service Training Customer Engagement Engagement Customer Service 70

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience. Remarkably safe.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Playvox

MAY 26, 2021

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. ENJOYING THIS ARTICLE? What do they value?

Contact Center 92

Contact Center E Commerce Customer Service Representative Culture 92

Team Support

OCTOBER 28, 2020

Whether you are a customer support professional or manage a team of agents for your company, certain soft skills can significantly impact how positive each customer interaction will be. Depending on the industry you operate in, your customer service staff may have to process dozens of support tickets each day.

Customer Service 75

Customer Service Social Media Customer Service Representative Customers 75