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

DECEMBER 26, 2023

Be more engaged – Your customers want to feel that you’re focusing on them. Get customers to feel connected to you because they know you care. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 164

Customer Service Tips Guidelines Policies 164

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Tips 153

Tips Customer Experience Management Return on Investment 153

ShepHyken

DECEMBER 1, 2024

Annual Recurring Revenue — What It Is, Why It Matters and 3 Simple Tips for Increasing Yours by Andres Tovar (Entrepreneur) Unlock the secret to skyrocketing your subscription revenue! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Journeys 75

Customer Journeys Customer Service Trends Social Media 75

ShepHyken

NOVEMBER 11, 2024

The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” My Comment: In addition to quality customer service, the quality of a product is also an important part of the customer experience.

Customer Service 71

Customer Service Survey Tips Retail 71

ShepHyken

MAY 5, 2024

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. Connect with Shep on LinkedIn.

Customer Service 78

Customer Service Social Media Tips B2C 78

ShepHyken

NOVEMBER 14, 2023

Fulfillment: At the tip of the pyramid model is fulfillment. This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Employee Experience 156

Employee Experience Insurance Culture Customer Service Training 156

ShepHyken

MAY 5, 2024

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. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

OCTOBER 6, 2024

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. My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. What Is AI Customer Experience?

Customer Service 82

Customer Service Loyalty Programs Loyalty Rewards Programs 82

ShepHyken

JUNE 17, 2024

My Comment: We start this week’s Top Five Roundup with 18 tips on how to deal with awkward customers. What is an awkward customer? Here’s the first line of the article: “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 88

Customer Service Retail Competitive Advantage Loyalty 88

ShepHyken

DECEMBER 12, 2023

I share how to create the experience that makes customers want to do business with the company, not just buy the product. So, be “freaky fast” in responding to your customers’ calls or emails – or any other way customers reach out to you. Always Do What You Say and More – One way to blow credibility is to not do what you promise.

Sales 101

Sales Customer Experience Tips Customer Service Training 101

ShepHyken

FEBRUARY 14, 2022

This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. accounting, legal services). Not just the front line!)

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

ShepHyken

MAY 28, 2024

For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hotels 99

Hotels Customer Service Training Customers Tips 99

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. My Comment: Customer Experience (CX) doesn’t have to be complicated. It’s time to start driving better customer experiences today. Connect with Shep on LinkedIn.

Customer Service 88

Customer Service Self Service Tips Contact Center 88

Stella Connect

SEPTEMBER 16, 2021

That’s why creating an effective agent performance scorecard designed to evaluate and uncover opportunities to improve customer service agent performance is an important part of any quality assurance program and customer service training program. Define any customer service terms referenced within your card.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

FEBRUARY 28, 2023

You want your customers to know and understand how you operate. Be Easy to Connect With – Do you make it easy for your customers to connect with you? However, its phone number is posted on every page of the website, just in case the customer needs help or has questions. Don’t hide behind fine print.

Chief Customer Officer 127

Chief Customer Officer Effort Score Policies Customer Service Training 127

ShepHyken

SEPTEMBER 17, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 145

Customer Service Training Customers Customer Service Customer Experience 145

ShepHyken

SEPTEMBER 1, 2024

My Comment: I’m very optimistic, so when I read an article about trends negatively impacting anything, I usually think, “Yes, but…” That said, this article covers four trends that should concern you about customer loyalty, including that customers are buying less and overall less loyal than in the past.

Customer Service 75

Customer Service Retail Customer Centricity Trends 75

ShepHyken

JUNE 2, 2024

My Comment: Let’s start this week’s Top Five roundup with an article that has compiled tips and techniques for dealing with “awkward customers” from a number of recognizable customer service and CX experts. What is an awkward customer? Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Net Promoter Score Chatbots NPS 85

CSM Magazine

MARCH 4, 2022

Each of these customers has very different needs, but all are as equally important as the others. Customer Service Training. Customer service training is vital if you want to keep your customers happy and coming back for more. Conclusion.

Tips 52

Tips Customer Service Handbook Customer Service Training 52

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments.

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Tips for video chat: – Avoid plug-ins.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

MAY 16, 2023

They entice you with marketing messages, advertising, and anything else that could tip the scale to move a customer from thinking about buying to actually making the purchase. Marketing messages and advertising campaigns create credibility. Connect with Shep on LinkedIn.

Customer Service 123

Customer Service Advertising Sales Customer Service Training 123

ShepHyken

JULY 30, 2024

We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Shep Side: Customers don’t wait.

Customer Service 93

Customer Service Policies Customer Service Training Training 93

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. This short article has several tips on how to get reviews, why you want reviews, and more.

Customer Service 69

Customer Service Contact Center Loyalty Tips 69

ShepHyken

MARCH 15, 2021

(Entrepreneur) Each and every company is, of course, different, but there are some essential ingredients that, if executed well, combine to create a level of service that customers will truly love. So, how do you calculate your customer retention rate? Consider that customer experience is no longer a differentiator.

Customer Service 138

Customer Service Customer Service Training Customer Retention Training 138

ShepHyken

AUGUST 11, 2024

It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies. Discover how it affected customer experience and tips on how CX leaders can prepare for such incidents. Connect with Shep on LinkedIn.

Self Service 88

Self Service Customer Service Loyalty Programs Travel 88

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 73

Self Service Customer Service Social Media Ecommerce 73

ShepHyken

NOVEMBER 2, 2022

Here are five ways to make your customers feel special: . Building a relationship that fosters confidence, trust and connection is a less obvious sales technique. If you are showing interest in customers outside of their wallets, you’re nurturing relationships. The customer experience shouldn’t just be a non-stop sales pitch.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

ShepHyken

JUNE 8, 2020

Got Emotional Connection? WhatTheyThink) What is the secret to keeping customers from switching to a competitor with lower prices, faster curbside pickup, or a coupon that drops at just the right time? My Comment: You can’t have customer loyalty with an emotional connection with the customer.

Customer Service 88

Customer Service Tips Connections Customer Service Training 88

ShepHyken

APRIL 14, 2024

My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. All five of this week’s articles are focused on customer loyalty. So, let’s start with a Fast Company that has three tips. It’s very hard to build loyalty if the customer has a generic experience. Connect with Shep on LinkedIn.

Net Promoter Score 78

Net Promoter Score Loyalty Programs Customer Service Ecommerce 78

ShepHyken

AUGUST 6, 2023

Once again, another list of tips and tactics to keep your customers satisfied. There are twelve of them, and to get you interested in reading the article, let me share the last couple of sentences: “At the end of the day, without customers, your business would be nothing. Connect with Shep on LinkedIn. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. If so, read this article.

Customer Service 71

Customer Service Contact Center Average Handle Time Customer Service Strategies 71

ShepHyken

NOVEMBER 13, 2023

This excellent article has nothing new, but it gives us four reminders that will enhance any customer and/or client relationship. 11 Tips for Building and Nurturing Positive Client Relationshipsby Rolling Stone Culture Council (Rolling Stone) Making your clients feel seen can go a long way toward creating relationships that last.

eBook 63

eBook Customer Service Tips Survey 63

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. This time I want to share a few tips on what to do for these special days that are observed throughout the year. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events.

Customer Service Training 160

Customer Service Training Feedback Customers Groups 160

ShepHyken

APRIL 5, 2021

(TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. Here are three customer service trends brands should prepare for in 2021. This article shares some tips that apply to most businesses.

Customer Service 129

Customer Service Self Service Contact Center Tips 129

Blake Morgan

JANUARY 20, 2022

His blog has a particular emphasis on contact centers and includes valuable insights and tips. . Author and speaker Chip focuses on delivering fantastic customer service. His blog is a great resource for managers and front-line employees with practical tips to transform the customer service department. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96