Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

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Customer Focused Call Center 2014 Social Media 275

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Many shoppers who have negative experiences want to switch to another organization that has better service, and when word gets out, this can be detrimental to your company. Get the Education You Need.

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Customer Focused Social Media Feedback Customers 52

Brad Cleveland Blog

JULY 27, 2023

Unfortunately, that’s not always the case with customer service coaching. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

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Customer Focused Customers Customer Service Contact Center 49

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

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ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

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Customer Service Customer Service Training Customers Books 174

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

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Customer Service Customer Focused Customer Service Training Customers 132

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

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2023 Customer Service Customer Experience B2C 137

Beyond Philosophy

SEPTEMBER 16, 2021

It means that you consider the impact on customers for things like deep staffing decisions or legal policies you employ, or even recruitment policies. These areas might not have direct contact with customers all the time, but they do impact it, and Natural organizations understand and manage that to have a customer focus. .

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Customer Focused Marketing Customer Centricity Government 88

Customer Bliss

JULY 19, 2018

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. Customer Experience Leadership Means Being a Team Player. Do you have “talk time” countdown timers in your customer service centers?

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Customer Focused E Commerce Multi-Channel E-support 129

ShepHyken

JANUARY 31, 2023

Being purposeful about little things that are expected and cost nothing – or next to nothing – can go a long way in getting a customer to think of your business as a first-class organization. Get more information on The Customer Focus ™ customer service training programs. Follow on Twitter: @Hyken

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CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. How would your customers describe what it’s like to do business with you?

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ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

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Customer Service Customer Service Training Retail Customers 126

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.

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Customer Service Customer Experience Hospitality Hotels 256

CSM Magazine

DECEMBER 14, 2023

Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. A FIRST FOR A FORCE….Cleveland

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Customer Service 2022 Customers Customer Satisfaction 105

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

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Customer Service Customer Experience Interaction Customers 153

ShepHyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . The post Back to Class: Shep’s Law of Customer Service appeared first on Shep Hyken.

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Customer Service Customer Service Training Definition Customers 121

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). It’s not like companies purposely provide poor customer service.

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Culture Customer Service Poor Customer Service Leadership 107

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!

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Customer Service Customer Service Training Customer Service Representative Reference 167

Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

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ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. Whether you’re customer-focused or not, this exercise is helpful. Follow on Twitter: @Hyken.

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Customer Focused Touchpoint Banking Culture 101

Michel Falcon Experience

SEPTEMBER 17, 2014

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis? They genuinely want to engage with customers.

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Customer Focused Customer Centricity ROI Social Media 167

ShepHyken

AUGUST 9, 2017

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. A customer-focused mindset includes the desire to serve.

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Customer Focused Customer Service Training Customer Service Customers 80

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply.

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Article 2021 Customer Service B2C 151

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. We add one extra question: “How often does this happen?”

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ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

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2021 Article Customer Service Social Media 146

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. As mentioned, for us it’s customer service. It can be as simple as returning a call quickly or stepping in to help in a crisis.

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Customer Service Customer Service Training Culture Presentation 141

CSM Magazine

DECEMBER 18, 2023

Sometimes, they may bring more benefits to one group more than another, whether that’s employees, customers, or shareholders. Yet setting out to please your customers is not always as straightforward as it might seem. Who do business innovations serve?

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Innovation Customer Focused Transportation Reference 52

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. It is, and here is a list of the different ways that they can be used to enhance customer service and support.

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2021 Article Customer Service Net Promoter Score 155

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

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2021 Article Customer Service Government 143

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

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ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

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Article 2021 Customer Service 2026 146

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

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2021 Article Customer Service Hospitality 140

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Here are 18 of the most reliable ways to make sure your internal customer service is up there with the best. by Mary Drumond.

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2021 Article E Commerce Customer Service 146

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

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2021 Article Customer Service Loyalty Programs 135

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

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2021 Article Customer Service Customer Retention 155