BlueOcean
JANUARY 6, 2020
To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. Bolting on new channels with an ad-hoc approach is not the answer. Got 15 minutes?
ShepHyken
APRIL 25, 2018
For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. 2) Apologize for the problem. 3) Fix it or discuss the resolution. 4) Have an attitude of ownership. 5) Act with urgency.
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ShepHyken
MAY 25, 2016
I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.
ShepHyken
NOVEMBER 14, 2016
ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. My Comment: One of the best ways to create customer confidence is by creating a consistent customer experience.
ShepHyken
DECEMBER 19, 2018
As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. .
ShepHyken
MARCH 14, 2018
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding.
ShepHyken
DECEMBER 14, 2018
This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.
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