ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Why customer experience is important. John Boccuzzi Jr.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 69

Customer Service Survey Tips Retail 69

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. 48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., Here are my top five picks from last week.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Marketing is about the brand promise.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

ShepHyken

OCTOBER 6, 2024

Each week, I read many customer service and customer experience articles from various resources. 7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty.

Customer Service 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

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.

Customer Service 140

Customer Service Loyalty Programs Social Media Contact Center 140

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? But for the right company or brand, this can work well.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

ShepHyken

SEPTEMBER 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. Here are my top five picks from last week.

Customer Service 82

Customer Service Employee Experience Customer Service Training Loyalty 82

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. So, let’s learn!

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. My Comment: Nike is a brand that we all know and many love.

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

Customer Service 82

Customer Service Customer Journeys Customer Service Training Measurement 82

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 125

Customer Service Customer Service Training Policies Loyalty 125

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. In addition, the article shares five benefits of implementing a customer experience improvement program. It’s a “structured initiative designed to enhance the interactions a customer has with a brand.”

Customer Service 69

Customer Service Trends User Experience Customer Service Training 69

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Customer Service 82

Customer Service Chatbots Self Service Sports 82

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Something has to change, and the author has given companies and brands some ideas to think about. What Is Churn Rate?

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

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. What is Brand Loyalty and How Can You Build It?

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. And beyond loyalty is a brand fan. This is Dan’s take on it.

Customer Service 85

Customer Service Government Employee Experience Video 85

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. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.

Customer Service 159

Customer Service Customer Retention Loyalty Retail 159

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Here are my top five picks from last week. It acknowledges you.

Customer Service 82

Customer Service Banking Retail Customer Service Training 82

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 243

Strategy How To Wait Times Customer Satisfaction 243

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

Customer Service 85

Customer Service Self Service Tips Contact Center 85

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Smart companies and brands recognize the difference in their customers – specifically their ages. Gen Zs are the customers of our future. Customers want to create an emotional connection with a business.

Customer Service 85

Customer Service Retail Competitive Advantage Loyalty 85

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. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. It’s when customers practice a daily routine.

Customer Service 73

Customer Service Retail Customer Centricity Trends 73

ECXO

DECEMBER 26, 2023

In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments. Converted: The Data-Driven Way to Win Customers’ Hearts by Neil Hoyne.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Gets Worse. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 82

Customer Service Net Promoter Score Chatbots NPS 82

ShepHyken

AUGUST 4, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.

Customer Service 82

Customer Service Airlines Policies Advertising 82

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297