ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. You absolutely can!

Customer Experience 128

Customer Experience Customer Expectations Customer Service Training Leadership 128

ShepHyken

AUGUST 2, 2021

But it’s also the latest, even seemingly insignificant interaction you had with a customer. One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

ShepHyken

AUGUST 19, 2019

They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. My Comment: Another list of mistakes to avoid… This one is focused on live chat and customer service in the retail industry. The first place to go is to the leadership.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

NOVEMBER 30, 2020

(CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind. My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc.

Customer Service 85

Customer Service Ecommerce B2C B2B 85

ShepHyken

FEBRUARY 16, 2020

Predictive AI and Customer Experience: What’s Next? SmarterCX) Artificial intelligence has already impacted the customer experience across a wide range of industries. 16 Inspiring Customer Service Quotes To Swear by Krishna Charan. by Benjamin Hunting. Follow on Twitter: @Hyken.

Customer Service 129

Customer Service Customer Journeys B2B Retail 129

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. Leadership is where it starts, and then it permeates throughout the organization. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values.

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108

ShepHyken

AUGUST 17, 2020

Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word. Here are a few ideas with commentary from some industry thought leaders CX executives.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Follow on Twitter: @Hyken.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

ShepHyken

JANUARY 7, 2019

(Forbes) It is no small wonder that other companies find themselves chasing the same goal, knowing that while they won’t be an Amazon, they might achieve and do the right thing and truly deliver for their customers, and as a result advance leadership in their industry. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Contact Center Tips Chatbots 101

ShepHyken

FEBRUARY 28, 2022

5 Lessons From the 2022 Cx “global Gurus” on Future-facing Customer Experience by Jeanne Bliss. Over the last two years, I’ve had the pleasure of interviewing many of the people on the list, so I’ve pulled out some of my favorite highlights from our conversations that look to the future of experience leadership.

Ecommerce 70

Ecommerce Customer Service Trends Loyalty 70

ShepHyken

MAY 4, 2020

” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be. How will your industry be different? Customers experienced long wait times due to a much higher volume of calls.

Customer Service 96

Customer Service Contact Center Retail B2C 96

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. Leadership has to decide what they want as a company culture.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

Customer Service 67

Customer Service Tips e-support Loyalty 67

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Why Excellent Customer Service Matters. What to Look for In Customer Service Training Programs.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JANUARY 28, 2019

(Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

JUNE 5, 2017

(The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. My Comment: The airline industry is a hot topic in the world of customer service. That’s the leadership question.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

AUGUST 14, 2017

Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. How to Justify the Importance of Customer Experience by Nitish Gautam. But just how important is customer experience for your organization? Will AI Replace Humans In The Customer Service Industry?

Customer Service 80

Customer Service Retail Airlines Innovation 80

ShepHyken

MARCH 20, 2017

My Comment: Social customer care has become mainstream in the customer service world. While this article has a focus on the travel industry, don’t let that stop you from reading it. There’s a lot we can learn from the travel industry. Social care is not just “customer service on social media.”

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Pretium Solutions

DECEMBER 12, 2012

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines.

Customer Service 58

Customer Service Touchpoint Leadership Metrics 58

Pretium Solutions

DECEMBER 12, 2012

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines.

Customer Service 40

Customer Service Touchpoint Leadership Metrics 40

Pretium Solutions

DECEMBER 12, 2012

Recently, one of our long-time professional friends asked us for guidance and suggestions about a customer service initiative which had been rolled out the previous year throughout his organization. His company, an equipment manufacturer, is a global industry leader in a variety of product lines.

Customer Service 40

Customer Service Touchpoint Leadership Metrics 40

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Bill Quiseng. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Bill Quiseng. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 30, 2017

My Comment: Customer experience (and service) is a philosophy that must be embraced by every area of the company. It’s about leadership having a CX vision that becomes part of the culture of the company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Social Media 24

Social Media Customer Service Retail Loyalty 24

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. ” The other side of this is that only 8% of customers agree. Follow on Twitter: @Hyken.

Self Service 61

Self Service Customer Service Customer Retention Retail 61

ShepHyken

FEBRUARY 3, 2020

(Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year. Ignore these trends, and you risk losing your customers to competitors that are staying on top of where the industry is going!

Customer Service 117

Customer Service Infographics Trends Entertainment 117

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. Take my industry, hospitality, as an example. Trust me, the effects of bad customer service are not worth it!

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111