Brands Customer Focused Customer Service Training Poor Customer Service 
Integrity Solutions
SEPTEMBER 28, 2023
In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.
ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. That failure results in 67% of customers becoming what they call “serial switchers.”
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ShepHyken
SEPTEMBER 14, 2022
Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. A bad culture is the problem.
ShepHyken
JUNE 24, 2019
Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.
ShepHyken
JULY 26, 2021
Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes. Here are my top five picks from last week. Follow on Twitter: @Hyken.
Integrity Solutions
OCTOBER 5, 2022
They’re not the centerpiece from which a culture can emanate — and, increasingly, they won’t be a differentiator for your brand. Like everything else related to business culture, your unique customer service culture hinges on your people. It Takes More Than Words to Build a Customer Service Culture.
ShepHyken
SEPTEMBER 28, 2020
What are CX leaders now focused on? Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.
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