Customer Enthusiast

NOVEMBER 12, 2014

Covey’s perennial book, The 7 Habits of Highly Effective People was published. Over the past decade or so, when I’m asked for business book recommendations and suggest this title, I detect disappointment and a casual dismissal of the book. If it’s the latter, then that book is indeed Covey’s 7 Habits.

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Books Customer Service Exceptional Customer Service Hotels 79

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. ” About: Paul Rutter is a seasoned professional in the cruise industry who understands the unique challenges and dynamics of living and working with customers 24/7. He is the author of Repeat Business Inc.:

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Hospitality Exceptional Customer Service Hotels Travel 67

Call Center Pros

AUGUST 27, 2018

There is no better and faster path to create exceptional customer service than by learning from those who have done it successfully before. If you want your business to grow and excel in customer service, this post is for you! 10 Best Customer Service Books. Here are Jeffrey Gitomer’s 3.5

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SurveySparrow

JUNE 20, 2023

But what precisely is customer service experience, and why does it matter? In this blog, let us take a look at what the customer service experience is, ways to create an exceptional customer service experience with top-notch examples. What is Customer Service Experience?

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ShepHyken

OCTOBER 1, 2023

And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. What an honor. Thank you, Chalmers Brown, for including me.

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Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

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Alida

FEBRUARY 1, 2017

Eighty-eight percent want to engage with companies that go above and beyond. From Wunderman’s perspective, wantedness is the “degree to which a brand proves its commitment to earning a customer’s business across every touchpoint and throughout the entire path to purchase.”. Make your customers’ lives easier.

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CSM Magazine

JUNE 20, 2023

Every successful business knows that providing quality customer service is essential in getting customers to keep coming back. Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy! But not just any content will do.

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SurveySensum

NOVEMBER 3, 2023

64% of business leaders say that customer service has a positive impact on their company’s growth, and 60% say it improves customer retention. – Zendesk This emphasizes the importance of delivering exceptional customer service to drive growth, increase revenue, and more.

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Call Experts

JULY 27, 2023

By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights. When it comes to delivering exceptional customer service, businesses face numerous challenges. And high expectations from their customers.

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Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

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ShepHyken

FEBRUARY 23, 2018

So how can these principles be applied across the board as the rule instead of the exception? As employees are seen and heard, valued, engaged, acknowledged, and appreciated, so too will the customers. Be Authentic: When interacting with another, whether customer or employee, genuinely listen for understanding.

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Magellan Solutions

SEPTEMBER 29, 2023

Exceptional customer service increases repeat purchases by 93%. It helps keep loyal customers, boost lifetime value, and generate referrals. This is why your inbound support services are a growth pot you want to pay attention to. You might be asking why inbound support services of all other business growth factors.

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Retently

AUGUST 15, 2018

Let’s go through these 5 exceptional customer service examples: 1. Top-notch customer service starts with excellent employee satisfaction and engagement. Ritz-Carlton is a well-known example of good customer service in this case. And employee engagement is critical to guest engagement.”

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Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

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Poor Customer Service Exceptional Customer Service Culture Books 109

SurveySensum

JANUARY 26, 2024

The customer journey is dynamic and multifaceted, encompassing stages from awareness and consideration to purchase and post-purchase engagement. Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued.

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Customer Enthusiast

SEPTEMBER 4, 2018

Both USAA and Southwest Airlines recognize that exceptional customer service doesn’t happen by chance – it happens by choice. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

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Airlines Insurance Telecommunications Government 78

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. All the email screenshots are from Really Good Emails.

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Customer Enthusiast

AUGUST 8, 2016

For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d uncover a book that I wanted to share with a broader audience at the hotel. The simple solution was to just order everyone a book. Were the learning activities novel and engaging?

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Hotels Books Exceptional Customer Service Retail 40

Kustomer

DECEMBER 29, 2020

Think of all of the DTC disruptor brands with cult-like followings— yes they have chic branding, but they’ve also built a community of advocates based on how they treat (and value) their customer base. We could all take a page out of their book. Report: What Consumers Expect From the Customer Experience. Kustomer Top Content.

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Smith+co CX

JUNE 20, 2022

It’s an approach we’ve kept an eye on for over twenty years, since first featuring the brand in our book Uncommon Practice. In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. Recommended Provider title. Uncommon Practice.

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Customer Enthusiast

SEPTEMBER 30, 2014

Finally, he recognized that exceptional customer service doesn’t happen by chance. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble. Watch the 90-second book trailer.

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2006 Exceptional Customer Service Definition Retail 105

Customers That Stick

OCTOBER 13, 2014

Thoughts on the Customer: Fewer Choices, More Happiness. In keeping with the theme of today’s Monday Motivation ( subscribe here ) — simplify — let’s review the key findings of Barry Schwartz’s book The Paradox of Choice and their relevance to customer experience.

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Call Center 2014 Exceptional Customer Service Blog 119

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Watch the 90-second book trailer. Illustration by Aaron McKissen.

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Airlines Exceptional Customer Service 2015 Omnichannel 75

Beyond Philosophy

AUGUST 15, 2016

Prepare your employees with training, hire staff as needed to manage the new business, and never forget that the expenses involved in being accessible to customers during a successful seasonal promotion is an investment in your brand’s growth, not an expense that steals profits. Follow Colin Shaw on Twitter and Periscope @ColinShaw_CX.

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Customer Enthusiast

OCTOBER 3, 2014

Some companies will spend more time and effort staging events in preparation for Customer Service Week, October 6-10, than they will spend celebrating customers and delivering exceptional customer service during the remaining 51 weeks of the year. Watch the 90-second book trailer.

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Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Watch the 90-second book trailer. Illustration by Aaron McKissen.

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Airlines Exceptional Customer Service 2015 Omnichannel 65

Customer Enthusiast

SEPTEMBER 6, 2014

CVS Health reinforced its credibility with employees and customers alike by staying true to its stated purpose. I love this example because it illustrates an important point I make during my customer service presentations: Without a clearly defined purpose, there is no exceptional customer service.

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Retail Exceptional Customer Service Books Customer Service 86

Customer Enthusiast

SEPTEMBER 30, 2015

One of our objectives was to identify ways to incorporate exceptional customer service into the day-to-day processes at the libraries. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

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ReviewTrackers

OCTOBER 6, 2017

But app reviews aren’t merely a crucial source of information for smartphone- and tablet-brandishing users looking to download their next productivity tool, game, image editor, recipe book, multimedia companion, what-have-you; they’re also one of the main factors influencing where a developer’s app ranks in app store search results.

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Customer Enthusiast

MAY 29, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer. Don’t settle for ordinary.

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Exceptional Customer Service Books Retail Customer Service 45

SurveySensum

SEPTEMBER 21, 2023

Note: A higher CRR typically indicates customer loyalty , trust, and a strong value proposition, while a lower one suggests potential churn and the need for enhanced customer engagement and service quality. Real-Life Brand Example: Disney+ Disney+ is a prime example of how personalization transforms customer experience.

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LiveChat

SEPTEMBER 22, 2017

Some time ago, I read a mind-opening book about communication in relationships. On this level of connection: – Your product is used for entertainment (food, gear, cloths etc.), – You need to make sure your customers are engaged even when they are not using your product (social media, newsletters, a blog).

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Customer Enthusiast

AUGUST 26, 2014

In other words, regardless of external influences, employees have the freedom to choose their response to any given stimuli – including customer inquiries. Covey’s perennial book , The 7 Habits of Highly Effective People. Watch the 90-second book trailer. Customer Service Employee Engagement Enthusiasm at Work!

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Culture Exceptional Customer Service Reference Retail 75

Customer Enthusiast

SEPTEMBER 28, 2016

Many companies trumpet the importance of serving their “internal customers” and some even subscribe to the mantra: The customer comes second; our employees come first! Show me where in the lot employees are permitted to park and I’ll tell you your overall customer satisfaction score. Watch the 90-second book trailer.

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Customer Enthusiast

JUNE 26, 2018

In fact, it prompted me to write the book, Delight Your Customers : While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer.

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Exceptional Customer Service Books Blog Customer Service 40

Customer Enthusiast

DECEMBER 11, 2014

Managers have an opportunity to consistently elevate customer service quality by deliberately incorporating essence into function in the workplace. Doing so will produce exceptional customer service reliably, over time, rather than – as often occurs – inconsistently, here and there, by chance.

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