Experience Investigators by 360Connext

NOVEMBER 7, 2023

But now comes the big question: What does it take for customer experience teams to build loyalty and retention? Let’s explore the ideas you should know to build loyalty, increase referrals, and deliver a win-win for your customers and your organization! What about customer call transcripts or support emails?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. I often joke about a company that took four days to get back to me with an answer. You know where you want to go.

Customer Service 155

Customer Service Workshop Customer Service Training Connections 155

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 623

Automotive Competitive Advantage Customer Service Training Customer Service 623

Nasuni

APRIL 10, 2024

Lance Shaw shares insights from Gartner’s ‘Market Guide for Hybrid Cloud Storage’ as well as their projections for the market over the next few years.

2024 80

2024 Marketing Insights 80

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. If I don’t do it, who will?

Workshop 139

Workshop Customer Service Training Customer Service Article 139

TechSee

JUNE 1, 2023

Being a device support specialist Myra, what does being a Cochlear device support specialist mean for you ? I feel particularly connected to this mission on longer calls – as helping the recipient feel comfortable is essential then. I just want to add here that I would definitely recommend TechSee to any support organization!

Technology 207

Technology Reference Connections Demo 207

Experience Investigators by 360Connext

AUGUST 22, 2023

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it.

Customer Experience 143

Customer Experience Customers Customer Centricity Culture 143

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. They know exactly why they buy from you. It isn’t always.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. However, I disagree; fewer people work in Customer Experience these days.

2024 88

2024 Customer Experience Workshop Call Center 88

Customer Bliss

AUGUST 28, 2020

I recently interviewed three, extremely driven women who are making a big impact in their roles. Today, I share their key takeaways from my interviews with Aisling Hassell , VP of Community Support at Airbnb , Chelsie Rae Lee , Chief Revenue/Customer/Innovation Officer at SnackNation , and Barbara C. Or can I sell it to them?

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78

Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Advertising 78

Advertising Technology Brands Interaction 78

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. Some might call that boring, but we all know it’s not.

Customer Service 254

Customer Service Hospitality Customer Service Training Customers 254

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this. Even though it gave me the correct answer, I still had to know what to do with it.

Workshop 127

Workshop Customer Service Training Books Customer Service 127

Beyond Philosophy

MARCH 21, 2024

Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

ShepHyken

DECEMBER 6, 2023

Instead, the best people de-escalate a confrontation to a mutually agreeable solution. Here’s what I witnessed this week. I was on a plane and noticed that the flight attendant greeting passengers was more interested in telling passengers the rules than offering a warm, friendly greeting as people boarded the plane.

Workshop 146

Workshop Customer Service Training Customers Interaction 146

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. If I had to book a flight on an airline, why would I choose one over another? So, what is the tiebreaker? Maybe it’s how well I know this airline, based on my past experience, and maybe even more importantly, how well they know me. .

Airlines 172

Airlines Customer Experience 2021 Customer Service Training 172

Bill Quiseng

FEBRUARY 7, 2024

And training is top-down, one-way “I know everything, you know nothing” instruction. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Customer loyalty is how your customers feel about what you did repeatedly.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

FEBRUARY 6, 2024

I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. I don’t know about you, but I might be a little concerned about getting bitten by a scorpion. I call this Rip the Band-Aid Off Communication. It includes reasons, updates, what to expect, and more.

Communication 88

Communication Magazine Airlines Workshop 88

Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. Did you know that FedEx delivery people never run. Did you know that FedEx delivery people never run. Do you know why? What is your perception?

B2C 88

B2C Loyalty Customers B2B 88

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. Unfortunately, I always disappoint them. Then, you can work with them to accomplish the hard work it will take to get what they want. I know I have.

Presentation 78

Presentation Hotels Culture Sales 78

Bill Quiseng

MAY 24, 2023

She leans over and whispers “I love you.” She repeats louder, “I love you.” She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Her husband turns to her and declares, “Look, I told you I loved you when we got married. If that should change, I’ll let you know.”

Events 113

Events Customer Service Customer Service Training Customer Care 113

ShepHyken

MARCH 26, 2024

Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., They made your experience enjoyable and easy.

Entertainment 84

Entertainment Sports 2024 Workshop 84

BirdEye

NOVEMBER 15, 2023

To close out our first day of View, I am so excited to dive into how local brands and businesses can win with Google. So I am ecstatic to welcome today two senior executives from Google to discuss how the partnership with Birdeye can help empower you to do more for your customers. I play the role of Field CTO. Kiran: Sure.

Document 111

Document Brands Technology Consumers 111

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 179

Customer Experience Workshop Travel Consulting 179

BirdEye

OCTOBER 26, 2023

I will be your Birdeye guide during this session. I’m excited to be here and talk about Birdeye. I can’t wait to start. I’m going to hand it over to you and Nicole for a while. You know what we’re going to focus on today is reviews. Nicole: Yeah, thanks, Zach, so I’m excited.

Brands 116

Brands Multi-Channel Consulting Demo 116

BirdEye

DECEMBER 8, 2023

In this article, we’ll explain what makes a stellar follow-up email and provide 16 follow-up email examples and templates to boost engagement and drive sales. Table of contents What is a follow-up email? Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic].

Demo 110

Demo Events Communication Feedback 110

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Almost Perfect.

Retail 160

Retail Online Experience Interaction Technology 160

Beyond Philosophy

JULY 13, 2023

Moreover, there’s no way to tease out what those connections mean. What we need is that context, which explains why it is 42. Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

Beyond Philosophy

MAY 18, 2023

Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. So, what is EQ? The complete answer is what follows. So, let’s start with the first one about knowing your emotions. EQ Realm #1: Know your emotions. So, it’s knowing how you feel as an individual.

Management 78

Management Leadership Events Customer Service Representative 78

Beyond Philosophy

OCTOBER 1, 2020

I have too. As I look at my bookshelf, I see some books I bought because I thought I should read them. I call them aspirational books. However, I haven’t read them. However, I haven’t read them. I also subscribe to a list of podcasts. Of course, I am no different.

Books 178

Books Customer Journey Mapping Consulting Travel 178

Beyond Philosophy

MAY 6, 2023

After a search of both my hard drives (computer and memory), I realized that I didn’t. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. However, like anyone would these days, I fixed that with an internet search.

Customer Engagement 147

Customer Engagement Engagement Definition Fashion 147

Kustomer

JANUARY 19, 2023

He says, “I see the people have a very high expectation and a short fuse. And so what that means is that they will give you the data or they accept that you’re going to take the data, but by golly, you had better make it worthwhile.” But please know that you can have a significant impact on it. Give us that quick overview.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter. What was it? However, she also made a mistake. Let’s find out!

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was personable, genuinely cared, and I felt that she understood my problem. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. As happy as I was, she seemed even happier. .

Loyalty 145

Loyalty Customer Service Training Customer Service Information 145

One Millimeter Mindset

JANUARY 25, 2023

I have two questions for you today. Next, what do you plan to do about that scenario, after today? Why continue to be intimidated by what you do not know? However, there is one simple reason I know a lot of stuff about a lot of things. For starters, I am relentlessly curious.

Consulting 88

Consulting Innovation Roadmap Leadership 88