Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. We have mentors and coaches.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

CSM Magazine

MARCH 26, 2024

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime. with a warm tone and smile]” Be Caring But Professional While friendliness is key, it’s important to strike the right balance.

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. personalized, convenient, and fulfilling experiences. But now comes the big question: What does it take for customer experience teams to build loyalty and retention? They also need consistent experiences that prove they can count on your team.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Bill Quiseng

JUNE 21, 2023

Satisfied customers feel their experience is good, not better, just average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive. For hotels, offer bottled water at arrival and departure. So, remember that customers pay for THEIR experience, not yours.

Loyalty 134

Loyalty B2C Hotels B2B 134

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. of those companies, is that they recognize the efficiencies AI brings.

Customer Service 52

Customer Service Contact Center 2024 Connections 52

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. The experience must, at a minimum, meet your customers’ expectations. Connect with Shep on LinkedIn. Your business is the same.

Customer Experience 131

Customer Experience Customer Service Training Workshop Advertising 131

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand.

2024 72

2024 Article Customer Service Social Media 72

Bill Quiseng

NOVEMBER 8, 2023

For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? Serve to CARE for your customers. Why only three?

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

CSM Magazine

APRIL 30, 2024

As technology speeds ahead without looking back, it’s overhauling life as we know it—from everyday habits to job workflows down to basic human connections. Digital innovation here is about fundamentally redefining the patient experience and engagement. It allows for more sophisticated and personalized care.

Healthcare 52

Healthcare Engagement Insurance Innovation 52

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. Customer interaction often spans multiple departments or silos within a company.

Interaction 118

Interaction Contact Center Connections Leadership 118

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. That’s where customer experience leaders can lean in and really lead in this new year. Customer experience leaders need to think through the ways customers and employees might be in unfamiliar situations. But some things won’t change.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand.

2024 64

2024 Article Customer Service Social Media 64

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. To earn customer loyalty, Be the Customer and Create Their Experience.

Hotels 109

Hotels Loyalty Touchpoint Customer Expectations 109

Experience Investigators by 360Connext

JUNE 8, 2021

How to Look for & Consider Customer Experience Clues. Leaders of all kinds are being asked to “do better with customer experience” without much else. There is no data, there is no defined goal, and in some cases, there is no shared understanding of what customer experience is. How to Act on Customer Experience Clues.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. It’s not surprising that today’s customers are craving a more personalized experience. The same holds true across the sales-service continuum.

Sales 107

Sales Loyalty White Paper Contact Center 107

Retently

MARCH 5, 2024

Acknowledging a customer’s effort to share their thoughts or experiences validates their input and strengthens their connection to your brand. When people feel appreciated, they experience a sense of belonging. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

CSM Magazine

APRIL 16, 2024

Online casinos are not just places for digital entertainment; they are platforms where the experience of each user can define the longevity and success of the casino itself. Superior customer service ensures that the user experience is exceptional.

Multi-Channel 52

Multi-Channel Entertainment Social Media Loyalty 52

CSM Magazine

JANUARY 30, 2024

As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us. They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist. It’s a testament to their dedication to providing a smooth and efficient experience.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Clarivate

MAY 1, 2024

The Web of Science Research Assistant offers innovative functionality that complements our broader AI-assisted search experience. Figure 1: Web of Science Research Assistant interface As we further develop the research assistant, we are also improving the general search experience in the Web of Science in parallel.

2024 119

2024 Document Innovation Reference 119

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. And that’s the difference between ‘barely listening’ and ‘listening to connect.’ The purpose of one is just to rub off the query quickly and not take responsibility. This week, we feature an article by Nandini Sharma, marketing manager at ProofHub.

Poor Customer Service 62

Poor Customer Service Customer Retention Customer Service Representative Connections 62

Bill Quiseng

AUGUST 16, 2023

Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people. RECOGNIZE and offer accolades for your people’s individual accomplishments and acts of service to colleagues or customers. CARE Magnificently!

Financial 78

Financial Loyalty Connections Communication 78

Bill Quiseng

MARCH 30, 2022

We don’t offer customer service training. In the end, training instructs students on how to TAKE CARE of the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. In Customer CARE 101, our passion is to CARE for you and your colleagues.

Customer Care 78

Customer Care Customer Service Training Interaction Customers 78

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. If you disagree, it’s because the call center experience you had isn’t using AI for its best capabilities. Many personalize the offerings and incentives to the individual customer. Here are my top five picks from last week.

2024 76

2024 Article Hotels Loyalty Programs 76

Interactions

APRIL 16, 2024

Failing to invest in customer care risks customers seeking it elsewhere. Therefore, when choosing an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of it, but to make sure that it is enhancing the overall customer experience. This allows for a consistent brand experience.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

BirdEye

NOVEMBER 16, 2023

In the competitive lawn care and landscaping industry, effective marketing is not a choice but an absolute necessity. The right lawn care marketing strategy can help your business create lasting impressions, generate leads, nurture relationships, and build a brand in the market. How to develop a lawn care marketing strategy?

Marketing 63

Marketing Social Media Advertising User Experience 63

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. They allow users to share their experiences and find suggestions that meet their needs.

Insurance 110

Insurance 2023 Financial Feedback 110

CSM Magazine

MARCH 20, 2024

In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions. Cynergy BPO sets itself apart by offering comprehensive advisory, guidance, and supplier sourcing services at no charge, and with zero obligation.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. The mission is to TAKE CARE of the customer. Your students will learn and appreciate the value of appearance standards, telephone etiquette, service recovery, and customer care. They will create an emotional connection with your customers. In the end, training is for a job.

Customer Service Training 78

Customer Service Training Customer Service Loyalty Customers 78

ShepHyken

OCTOBER 31, 2023

How often are we told a company offers free delivery, free returns, free refills on soda … you get the idea. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. It’s not really free.

Airlines 133

Airlines Workshop Customer Service Training Marketing 133

Comm100

DECEMBER 12, 2023

From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces. These AI-driven interactions are becoming indistinguishable from human ones, providing a customer experience that is both efficient and natural.

2024 81

2024 Innovation Customer Service Omnichannel 81

ShepHyken

JUNE 15, 2021

Utilizing Omnichannel Communication to Connect with Customers. With so much competition out there, every business cannot afford to provide a bad customer experience. You can’t provide a repeatable and sustainable experience without creating process and training around it. Trust is the outcome of doing the next right thing.

Omnichannel 152

Omnichannel Contact Center Social Media Communication 152

CSM Magazine

FEBRUARY 13, 2024

As a customer service manager, you’re in a unique position to foster relationships that leave a lasting impression of warmth and personalized care, making every interaction feel like a St. By opening a heartfelt dialogue, you validate their concerns and create an emotional connection, fundamental for a lasting relationship.

Customer Service Strategies 52

Customer Service Strategies Customer Service Exceptional Customer Service Interaction 52

ShepHyken

JULY 11, 2023

Act like you care. In this example, the hotel could offer free earplugs. Instead, see it as an opportunity to show empathy and care for your customers. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Hotels 118

Hotels Workshop Customer Service Training Communication 118

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. The problem occurs when the aggregate data is too personal, and the offering comes across as invasive instead of intuitive. It’s called Discount Tackle, and the manager knows me.

Advertising 78

Advertising Technology Brands Interaction 78

CSM Magazine

FEBRUARY 12, 2024

To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. From establishing clear objectives to delivering a memorable experience, every aspect of your event should be strategically orchestrated to reflect your company’s values and expertise.

Events 95

Events Entertainment Transportation Workshop 95

SurveySensum

FEBRUARY 21, 2024

While AI offers unparalleled efficiency and scalability in handling customer inquiries and providing support, there’s a critical aspect that often gets overlooked— the human connection. Moreover, injecting humor, empathy, and other human qualities into AI interactions can significantly enhance the customer experience.

Connections 52

Connections E-support E Commerce Demo 52