Magellan Solutions

MAY 25, 2018

And finally, to ensure a meaningful customer engagement, you must first teach and expose your employees the ins and outs of customer service. Start with the basics — customer service training. Customer engagement starts within. Phases of customer service training.

Customer Service Training 70

Customer Service Training Customer Engagement Engagement Customer Service 70

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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 Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 83

Article 2024 Customer Service Government 83

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Article 134

Article 2021 Customer Service Loyalty Programs 134

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Article 60

Article Customer Service 2023 Customer Centricity 60

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

2024 80

2024 Article Customer Service Government 80

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Centricity: Benefits and Implementation Tips by Fabyio Villegas (QuestionPro) Today, companies in every industry face a battle for customer loyalty. My Comment: What is customer centricity?

Article 62

Article 2023 Customer Service Customer Centricity 62

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. And it not only supports the customer, but also the customer service agent.

2024 67

2024 Article Customer Service Contact Center 67

Michel Falcon Experience

AUGUST 8, 2016

After building your customer-centric culture and learning how to properly recruit exceptional customer service employees you must then build your world-class training program. The post VIDEO – Customer Service Training 101: How to Build a World-Class Program appeared first on Michel Falcon.

Customer Service Training 68

Customer Service Training Customer Service Exceptional Customer Service Customer Centricity 68

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 62

2024 Article Customer Service Average Handle Time 62

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week. by Annette Franz.

Article 70

Article 2022 Customer Service Retail 70

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

2021 140

2021 Article Customer Service Customer Centricity 140

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

2020 89

2020 Article Customer Service Contact Center 89

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. Give your agents a real gift for Customer Service Week by Paul Selby. (A We’re not quite there yet.

Article 113

Article 2019 Customer Service Customer Centricity 113

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

2023 65

2023 Article Customer Service Books 65

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

2019 117

2019 Article Customer Service Social Media 117

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. Most companies are either product, sales or marketing-centric. Most companies are either product, sales or marketing-centric.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Article 88

Article 2018 Customer Service Customer Centricity 88

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Follow on Twitter: @Hyken.

Article 78

Article 2021 Customer Service Retail 78

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Article 90

Article 2019 Customer Service Customer Centricity 90

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: This is an excellent list of five ways to get your customers to come back. Here are my top five picks from last week.

Article 94

Article 2020 Customer Service Employee Experience 94

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

2019 94

2019 Article Customer Journey Mapping Customer Service 94

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Follow on Twitter: @Hyken.

Article 80

Article 2021 E Commerce Customer Journey Mapping 80

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. Those three factors are why customers are frustrated with the customer support experience.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Follow on Twitter: @Hyken.

Article 115

Article 2019 Customer Service Magazine 115

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. Follow on Twitter: @Hyken.

Culture 109

Culture Customer Centricity Sports Definition 109

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93