Shep Hyken

APRIL 29, 2022

He shares how organizations can use data and AI-powered tools to benefit customers. I recorded the audio of the conversation, which allows me to focus on what my source is saying, so I can ask better follow-up questions. I’m not distracted by the need to produce accurate notes to pull quotes from later.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Bill Quiseng

JANUARY 11, 2023

Customers who are dissatisfied with your service rant about their no class experience to others. Customers who are satisfied with your service feel that their experience is good, not better, just average. Customers who are satisfied with your service feel that their experience is good, not better, just average.

Social Media 88

Social Media Customer Loyalty Customer Service Customer Experience 88

Inside Customer Service

JUNE 30, 2022

We've all had a mentor give us customer service advice. My first boss stressed the importance of greeting every customer. Like the old idea that companies should respond to customer emails within one business day. Concepts go out of style, customer preferences change, or we discover a better answer.

Customer Service 130

Customer Service 130

Beyond Philosophy

SEPTEMBER 21, 2023

Part of that is because service quality and delivery speed come into that high-quality assessment. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers.

Non-Profits 88

Non-Profits Construction 88

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Customer Service 137

Customer Service CX Customer Experience 137

Zendesk

FEBRUARY 23, 2024

What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. Think of a customer persona as the ultimate fishing guide. More in this guide: Why are customer personas important?

Touchpoint 52

Touchpoint Social Media Customer Journey Map Sports 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Be GREAT out there! It’s action.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Zendesk

APRIL 23, 2021

Whether you’re struggling to meet your targets, feeling bummed after a harsh rejection, or finding it difficult to focus, a few encouraging quotes can help you power through those challenging days. Thoughtful quotes for turning your attention toward the customer. Thoughtful quotes for turning your attention toward the customer.

Sales 98

Sales Outlook Start-ups Construction 98

Shep Hyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 6 Ways To Create a Consistent Customer Experience by John R.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. has the answer.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Futurelab

MAY 2, 2022

How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T How does it make customers feel? And customers are left thinking: Why don’t they just give that to us?

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Futurelab

MARCH 20, 2022

How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T How does it make customers feel? And customers are left thinking: Why don’t they just give that to us?

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Shep Hyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

CX 103

CX Customer Service Sales Customer Experience 103

Shep Hyken

MARCH 16, 2022

The other day, a friend quoted Newton’s third law, and it hit me. 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: .

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Shep Hyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their stories?

Contact Center 115

Contact Center AI Customer Service Technology 115

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” Ineffective call management: The strong call management features of HoduSoft’s CX solutions can optimize call handling processes and enhance productivity.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Gaming Start-ups 104

Shep Hyken

DECEMBER 22, 2021

But we could do better, and it’s very simple to do so. . To quote another old saying, “Too much of a good thing is not always a good thing.” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For example, you could say, “Great job, Bob! It diminishes the impact.

Customer Service 119

Customer Service 119

Zendesk

APRIL 29, 2022

AfterShip Returns Center is built with an intuitive interface for your customers to process a return from your online store. Each timer can have its own custom ticket actions based on timer events. Instantly add consultation services or paid maintenance/repairs and convert support calls into ROI opportunities with integrated quoting.

Artificial Intelligence 98

Artificial Intelligence Contact Center CRM Omnichannel 98

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Shep Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 85

Customer Service Social Media Contact Center Technology 85

SugarCRM

JANUARY 4, 2024

For an enterprise this large and with complex operations, Lawson struggled to stay on top of their sales peoples’ daily activities and invoicing processes while offering stellar customer service at the same time. the company used multiple systems that didn’t offer much visibility to the customer-facing and customer support departments.

Invoicing 26

Invoicing Non-Profits CRM Sales 26

Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). What does a Chief Customer Officer do?

Contact Center 130

Contact Center CX Sales Customer Experience 130

Shep Hyken

FEBRUARY 22, 2022

Serving Internal Customers First. They discuss how leaders can empower your customer service team by serving their internal customers first. The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers.

Start-ups 108

Start-ups Customer Service Customer Feedback 108

Shep Hyken

SEPTEMBER 28, 2022

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform. Top Takeaways: Delighting your customers adds value to your business because it is hard to replicate.

Business Consulting 65

Business Consulting Customer Service CX Customer Relationship 65

Shep Hyken

AUGUST 31, 2021

Creating Consistent Exceptional Customer Experiences. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer’s perspective.

Social Media 129

Social Media Customer Experience Customer Service 129

UJET

MARCH 22, 2018

"Every time I order through chewy I am blown away by the speed and quality of the service." "I There is simply no better online business.". And, this is just a sampling of the effusive praise Chewy has received from its loyal customers. I think Chewy is the best thing since sliced bread."

Customer Experience 101

Customer Experience Retail Customer Service 101

Shep Hyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 57

Transportation Social Media Customer Expectations Customer Service 57

Zendesk

AUGUST 2, 2021

so you can make comparisons and better understand what’s currently happening. Sales analytics allows you to better gauge team performance and uncover areas for improvement, too. Understanding those strengths and weaknesses leads to better training, more attainable goals, and a cohesive team. Quote to close.

Sales 98

Sales Gaming Predictive Analytics Actionable Insights 98

TeamSupport

APRIL 20, 2021

A customer service vision statement is your opportunity to create more meaningful work, motivate employees, and improve their performance. Why Write a Customer Support Vision Statement? People who discover customer service vision statements tend to ask questions like these: “ What is that vision statement, anyway?”

Customer Service 98

Customer Service Customer Satisfaction B2B Customer Experience 98

Shep Hyken

OCTOBER 5, 2021

A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. You can predict what the problem is because of customer behavior.

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Steven Van Belleghem

JANUARY 10, 2022

Customers don’t expect you to be perfect. Customers will never love a company until the employees love it first. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. Customer service shouldn’t just be a department, it should be the entire company.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125

Shep Hyken

MARCH 29, 2022

Employee First: How Culture, People, and Service Work Together. an organization that provides training and tools to transform your customers into loyal fans. Top Takeaways: Think about how you want employees to treat your customers, flip it and say, ”Are we treating our people that way?”. Quotes: “Focus on the employees first.

Start-ups 61

Start-ups Customer Service Customer Experience 61

Shep Hyken

OCTOBER 11, 2022

How Happy Employees Translate Into Happier Customers. Quotes: “In the same way that we use gifts to build relationships for sales, you can use gifts to build relationships within your employees.” The more I invested in my employees, the better my customer service becomes.”

Customer Service 69

Customer Service Sales Customer Experience 69

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160