Shep Hyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it. New York Times ?bestselling

Contact Center 112

Contact Center CX Innovation AI 112

Shep Hyken

DECEMBER 27, 2022

.” “Use positive customer feedback to inspire your workforce, reward those delivering excellent experiences, and drive innovation.” Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. Generative AI: Discover the next wave of AI innovation—Generative AI. Hosted by Allie K.

AI 52

AI Innovation CX Customer Experience 52

Shep Hyken

DECEMBER 6, 2022

.” To build a customer-centric culture, look at what is, what if, what wows, and what works. . What wows – How can we use innovative techniques and tools to push our goals? . Customers pay the bills. Without customers, there is no company. What if – What could we fix that is out of line? .

Legal 104

Legal Healthcare Innovation Customer Experience 104

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Fonolo

NOVEMBER 9, 2017

When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.

Social Media 59

Social Media Customer Service Contact Center Education 59

Steven Van Belleghem

FEBRUARY 24, 2021

Founded in 2008, Behind the Brand with Bryan Elliott is a show about innovators, entrepreneurs and the stories behind their success. Simon originally ‘just’ wanted to understand why some people and organizations are more innovative, more influential, and more profitable than others? Behind the brand. Simon Sinek.

CX 98

CX Customer Experience Social Media Innovation 98

Shep Hyken

OCTOBER 4, 2022

The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams? Turn customers into fans.

Sports 57

Sports B2C Social Media Gaming 57

Execs In The Know

JUNE 7, 2023

In an era where customers hold the power, their experience with a brand can make or break its success. With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. ” “Being passionate about customer experience is the ticket to business growth.”.

Artificial Intelligence 52

Artificial Intelligence Manufacturing Business Growth Finance 52

Shep Hyken

JUNE 7, 2022

How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Shep Hyken

JUNE 14, 2022

Building the Future of Service for the Next Generation of Customers. Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm.

AI 57

AI Innovation Business Growth Customer Service 57

Shep Hyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Artificial Intelligence 57

Artificial Intelligence AI Healthcare Government 57

Shep Hyken

OCTOBER 5, 2021

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. Top Takeaways: The lack of information on a specific customer or product is the key problem for most businesses in every industry.

Machine Learning 77

Machine Learning Customer Satisfaction AI Technology 77

Shep Hyken

NOVEMBER 16, 2021

Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Problem Solvers, and Customer Advocates. Top Takeaways: Employees have great ideas on how to improve customer experience and leaders want them. drive innovation, productivity and revenue without burning out employees. New York Times ?bestselling

Innovation 69

Innovation Start-ups Customer Experience Customer Service 69

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 123

Customer Experience AI Outlook CX 123

Zendesk

JULY 8, 2021

At Uber, Mendez led a team of customer service agents and was always looking for talent with digital and technical skills. We have 50 employer partners in the New York City area who are trying to grow a more diverse talent pipeline for their entry-level roles. – Jeanine Mendez, KindWork co-founder.

Non-Profits 98

Non-Profits Start-ups Education CX 98

TeamSupport

APRIL 15, 2021

Although this temporarily relieves angry customers, it does not really impress them. There is so much more than just coupons and discounts to fully satisfy a customer’s needs. Technology is making an increasingly significant contribution to customer service. Omnichannel Approach.

Technology 106

Technology Technology Artificial Intelligence Machine Learning 106

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. Robert Spector is one of America’s leading experts on customer experience and employee experience. Tony Hsieh. Shep Hyken.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

MARCH 1, 2022

Chris and his team have developed the Brand Transfer Study tool which helps companies measure brand message alignment and engage their frontlines in innovative new ways. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling This episode of? Amazing Business Radio with?

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago!

Transportation 78

Transportation Contact Center Social Media Innovation 78

Zendesk

FEBRUARY 17, 2021

In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Listening to customers to create better CX. Leanna Nazzisi, Senior Manager of Customer Operation and Communication at Birchbox, talked about how the pandemic has changed CX.

Retail 98

Retail E-commerce CX Start-ups 98

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Start-ups Sports Social Media 0

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 70

Customer Service Customer Loyalty E-commerce Customer Satisfaction 70

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Lightico

MARCH 23, 2022

Marketing – MGAs often use their expertise to develop innovative marketing strategies. They understand what types of promotions will attract new clients and keep current clients coming back. This includes keeping track of all paperwork, paying bills, scheduling appointments, and handling customer complaints.

Retail 52

Retail Innovation Sales Customer Service 52

Chip Bell

FEBRUARY 19, 2019

The main story or theme is what you see—a fantasy land commanded by a mouse (Disney theme parks), a trip to Treasure Island (Treasure Island Hotel in Vegas), or a stroll through the streets of Paris (Paris Hotel), Venice (The Venetian), or New York (New York New York Hotel).

Entertainment 58

Entertainment Start-ups Customer Service B2C 58

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Google Hangout: How to Deliver Great Customer Service in a Crisis. VPs & Directors of Customer Experience. Tweet About It. Plus So Much More!

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 16

Customer Service Manufacturing B2B AI 16

Fonolo

NOVEMBER 21, 2017

Google Hangout: How to Deliver Great Customer Service in a Crisis. Join our panel discussion on Thursday, November 30 th at 2:00 PM ET / 11:00 AM PT to hear our experts discuss the proper techniques for handling customers in crisis situations. VPs & Directors of Customer Experience. Plus So Much More! Shep Hyken.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Fonolo

JULY 31, 2018

Its company mission is to provide affordable, quality furniture and delivery service while maintaining high standards of customer service. This means that they often experience steep increases in call volume, which can create a drastic surge in customer hold times during those periods. Achieving Enterprise-Wide Success.

Retail 52

Retail Customer Experience Contact Center Education 52

Shep Hyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Shep Hyken

JANUARY 10, 2023

When investing in new technology, the top consideration for businesses must be to make customers feel like they are being cared for. Innovation doesn’t need to be sexy. Quotes: “Are we innovating technology just for the sake of innovation? How does innovation create value?

B2C 20

B2C B2B Innovation CX 20

Shep Hyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.

Customer Service 11

Customer Service Contact Center Manufacturing Social Media 11

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

Retail 97

Retail Customer-Centric Organization Construction Innovation 97