This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
So, I have a gift for you: the five easiest customerservice tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customerservice or experience tactics a company can implement? Not just customers. Just be nice!
He shared an amazing answer: The enemy of customerservice is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Lets use that as a starting point to understand how pride can be the enemy of customerservice. Or maybe the customer is argumentative.
Great customerservice. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customerservice acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. “You were never trying to close a sale.
(Heres a link to the article that featured the first Ten CustomerExperience questions and answers.) Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences. Anything less than a consistent experience erodes confidence and trust in the company or brand. Consistency.
Luke Jamieson, a customerexperience (CX) thought leader in Australia, asked me to answer 20 customerexperience questions in a lightning round style for one of his projects. EVERY interaction your customersexperience. I love the life-size holograms of people who greet and help airport customers.
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customerservice? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
Good customerservice becomes noticeable for two reasons: A company or brand can be known for amazing customerservice and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. However, over time, customers will notice that there are never problems.
I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customerserviceexperience. It’s not hard to see how velocity can benefit the customerserviceexperience.
In the customerservice world, we’re contacted by customers who have questions and problems. is an opportunity for a positive customerservice conversation right from the start. Words that we use can help drive the positive experience. A conversation that begins with the three words, “How do I …?”
Each week, I read many customerservice and customerexperience articles from various resources. My Comment: We kick off this week’s Top Five roundup with another article featuring Forrester Research’s take on customer obsession, and this time the focus is on B2B. Here are my top five picks from last week.
AI is reshaping customerservice and customerexperience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. Don’t fall into the trap of thinking AI can replace your customerservice team. But some are getting it wrong.
It is one of the most common questions I’m asked in interviews: What’s the difference between customerservice and customerexperience (also known as CX)? While I’ve written about this before, my original article about customerexperience was more about how to create a more interactive experience.
It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customerservice centers were viewed as cost centers or expenses.
If you’ve been following my work, you know I’m a big fan of a convenient customerexperience. A convenient experience is about eliminating friction, and wasted time is friction. 60% of customers said they would likely or very likely switch companies because of a poor (slow) response time.
Each week, I read many customerservice and customerexperience articles from various resources. B2B CustomerService: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Successful B2B companies view their customers as partners.
Many companies still believe that customerservice is what happens when something goes wrong. However, that is only one part of customerservice. The bigger picture is that customerservice happens throughout a customer’s entire experience while doing business with you.
Each week, I read many customerservice and customerexperience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customerexperience strategies in our arsenal of tactics for getting customers to come back again and again. Today, customers notice it and want it.
Each week, I read many customerservice and customerexperience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.
Each week, I read many customerservice and customerexperience 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? Here are my top five picks from last week. Let’s learn from some of the best.
Each week, I read many customerservice and customerexperience articles from various resources. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. My Comment: One of my favorite customerexperience topics is loyalty programs.
Each week, I read many customerservice and customerexperience articles from various resources. Top 30+ CustomerExperience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customerservice would probably be among the most important ones.
Each week, I read many customerservice and customerexperience articles from various resources. 15 Strategies for Effective CustomerService 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.
One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customerservice or experience New Years resolutions? So, here are seven customerservice and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.
Each week, I read many customerservice and customerexperience articles from various resources. 17 Key CustomerService Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customerservice.
Each week, I read many customerservice and customerexperience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customerservice was built around the Chewy brand so that it can compete in the evolving marketplace. Good experience builds loyalty.”
And in the world of customerservice and CX, there is much to be excited about. Last month I released my annual Top Ten CustomerExperience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. Looking back, I did what most good people – or companies – would do for their customers.
Each week, I read many customerservice and customerexperience articles from various resources. Creating Great CustomerExperiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customerexperiences.
Each week, I read many customerservice and customerexperience articles from various resources. Top 30+ CustomerExperience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customerservice would probably be among the most important ones.
You want to experience a positive force. We have all been victims of a customerservice or experience farce. We value your feedback Some companies make a big deal about wanting you to fill out their surveys to get feedback, with the idea that your suggestions and comments will help future customers.
Disappointing results on a customerservice survey can be more than demoralizing. Build out your broad-based customerservice standards and guidelines. . Create a short, bedrock statement of principles: your customerservice constitution. Double down on customerservicetraining.
Each week, I read many customerservice and customerexperience articles from various resources. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customerexperiences. It gets customers to come back again and again.
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customerservice and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customerservice. Not that much!
The evolution of customerexperience in e-commerce has grown exponentially since the pandemic making customerexperience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. CustomerExperience in E-commerce Trend Predictions for 2023. trillion by 2025.
What gets in the way of creating a great customerserviceexperience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? For information, contact 314-692-2200 or www.hyken.com.
In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customerservice keynote speech I’ve ever delivered. The shortest customerservice speech ever …. “BE Even with the right answer, without being nice, it was at best a bittersweet experience.
I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customerservice, customerexperience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . So, how well do you know your customers?
A Repeat Customer Is a Loyal Customer: No, they are just a repeat customer. As soon as a competitor has a better location or a lower price, dont be surprised to see the loyal customer disappear. Customer Loyalty Programs Create Loyal Customers: Loyalty programs are usually about points, perks and discounts.
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customerexperience for the VW dealerships. What happens when a customer calls?
Each week, I read many customerservice and customerexperience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction. to get the report.
I love to receive great examples of outstanding customerservice. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. This prompted BarkBox to reach out to its customers in the areas that were hit hardest. It was about showing care.
Each week, I read many customerservice and customerexperience articles from various resources. What makes a great customerexperience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Here are my top five picks from last week.
but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content