Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

Stella Connect

DECEMBER 15, 2021

It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. . Long wait times.

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ShepHyken

DECEMBER 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Poor Customer Service 148

Poor Customer Service Hotels Customer Service Training Customer Service 148

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. The good news?

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). So, let’s consider what could be behind this. .

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Article 84

Article 2018 Poor Customer Service Customer Service 84

ShepHyken

SEPTEMBER 30, 2020

If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. Every employee has an impact on the customer service and the customer experience an organization provides.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Customers 126

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Article 114

Article 2019 Customer Service Poor Customer Service 114

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Article 104

Article 2021 Customer Service Contact Center 104

CSM Magazine

FEBRUARY 12, 2020

Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information. Provide the best customer experience.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

Kristina Evey

MARCH 18, 2015

The server at the restaurant that is condescending and rude, thus ruining our dining experience. Poor customer service is rampant these days. The impact of poor customer service on your business is more than just the occasional upset customer. Customers leave because of bad service.

Customer Service 109

Customer Service Poor Customer Service Sales Customer Service Training 109

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

Article 102

Article 2019 Customer Service Hotels 102

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. Chatbots vs. Humans: The Better Option for Customer Service by Michael. Of course, customer service is part of the CX.

2019 93

2019 Article Loyalty Programs Customer Service 93

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. My Comment: This article includes four strategies to improve customer service.

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Article 81

Article 2018 Customer Service Airlines 81

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

2017 0

2017 Article Customer Service Government 0

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Here are some strong facts surrounding the good and bad of customer service. Follow on Twitter: @Hyken.

Article 95

Article 2019 Customer Service Loyalty Programs 95

Michel Falcon Experience

OCTOBER 21, 2019

Take Amazon, for example, I’d bet that you didn’t know that their tagline and slogan for the company is to be “earth’s most customer-centric company.” This is a testament to their seamless customer experience that has us buying more and more every year. You Aren’t Hiring Customer-Centric People.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Kristina Evey

NOVEMBER 13, 2014

The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated. – McKinsey.

Customer Service 63

Customer Service 2011 Poor Customer Service Customer Service Training 63

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Article 13

Article 2022 Customer Service Rewards Programs 13

ProProfs Chat

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience. Customer Success Manager. Let’s get started!

Customer Service Representative 111

Customer Service Representative Customer Service Communication Leadership 111

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. How to train your agents to avoid these 5 customer service fails by Rhiân Davies.

Article 13

Article 2018 Customer Service Social Media 13

Integrity Solutions

OCTOBER 5, 2022

But even when an issue can’t be resolved, the best reps leave their customers feeling heard, appreciated and more loyal to the company as a result. Customer Service Training and the Value of Process. Training, values and the overall culture need to be aligned and interconnected.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86