ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

AUGUST 19, 2020

In the sports world, professional athletes are paid, while amateurs are not. In my world of customer service, it’s about how you act toward and treat others. It’s about the empathy and compassion you have around your customers’ needs. It’s about how you respect those customers and, for that matter, your colleagues.

Entertainment 133

Entertainment Sports Customer Service Training Report 133

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

Lumoa

FEBRUARY 6, 2018

Marketing, Customer service. Market research, Customer understanding, Service & process design, Brand positioning, and Revenue generation will be functional to this new area of the company.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. So there you have it.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

ShepHyken

MARCH 26, 2024

Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Entertainment 93

Entertainment Sports Customer Service Training Training 93

ShepHyken

OCTOBER 31, 2018

I recently read a quote by another legend, this time in the sports world. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Sports 116

Sports Customer Service Training Examples Training 116

PeopleMetrics

MARCH 21, 2014

Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. Love your customer focus, @Barclays_Kenya. A customer jumped on it.

Social Media 115

Social Media Banking How To Effort Score 115

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 89

Social Media Self Service Customer Service Marketing 89

InMoment XI

OCTOBER 4, 2024

Customer Experience Management Examples The goal of customer experience management is to make informed decisions on retaining customers and transforming them into passionate advocates for your brand. The options make it easier for customers to voice their suggestions or complaints. It reduces customer service costs.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

AUGUST 2, 2017

Customer Service is the same. All customers are good customers. Every business has customers – or should I call them former customers – that companies choose not to do business with. They are good customers, too. The dentist answered, “Only the ones you want to keep.” Okay, maybe not all.

Sports 164

Sports Customer Service Training Customers Connections 164

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 70

Customer Service Sports Customer Journeys Government 70

InMoment XI

SEPTEMBER 25, 2024

For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service. These AI bots can understand and answer customer questions. These tools can understand and answer customer questions quickly. Why is Natural Language Processing Important?

Data 195

Data Social Media Net Promoter Score Analysis 195

ShepHyken

MARCH 21, 2018

Although your problems may not include a minor injury at a sporting event, it goes to show that every crisis is an opportunity. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

How To 54

How To Sports Customer Service Training System 54

ShepHyken

MAY 30, 2018

Questioning the “why” behind the “what,” you get a better understanding of what’s driving decisions, and as a result, can create a better customer experience. Why does a person want a fancy red sports car? It might be congruent with the customer’s lively personality. What’s driving that desire? Is all they want transportation?

Transportation 98

Transportation Conference Sports Customer Service Training 98

ShepHyken

JANUARY 25, 2023

The Selfie Experience is easy to create when you are in an events business, such as a Broadway show or sporting event. It’s about creating an experience that is so good the customer wants a memento, in this case, a photograph. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 80

Sports Social Media Customer Service Training Video 80

Wired and Dangerous

OCTOBER 19, 2015

How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Several years ago, we were conducting a customer focus group for a large utility. But the opposite of customer sentiments can be true as well. Image credit: Ohmega1982.

Customer Insights 70

Customer Insights Sports Banking Groups 70

ShepHyken

JANUARY 18, 2022

Feedback: Collect, assess, and act on your customer & employee feedback to grow & scale your business. Take the time to share customer feedback with everyone in the organization – from the executives to the newest customer service rep. Some metrics may even lead to customer neglect. New York Times ?bestselling

Average Handle Time 80

Average Handle Time Customer Journeys Sports Customer Experience Management 80

ShepHyken

MARCH 28, 2023

Here’s another example, which has nothing to do with a journey but does have to do with an overload of details that can hurt a sale or erode the customer experience. Some people love a fancy, expensive sports car, while others just want reliable transportation. Follow on Twitter: @Hyken

Transportation 66

Transportation Sports Customer Service Training Customers 66

Wired and Dangerous

OCTOBER 23, 2018

And while social media streams can provide much-needed insights sometimes the only way to understand your customer is to do it the old-fashioned way and listen in person. We were conducting a customer focus group for a large utility. But, the opposite of customer sentiments can be true. It takes involvement to get insight.

Sports 70

Sports Social Media Groups Banking 70

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

Help Scout

JULY 29, 2021

Starbucks’ FAQ is simple, easy, and accessible to the layperson While Starbucks’ Customer Service site may not be the most beautiful of these FAQ examples, it is arranged in a way that is easy to understand and navigate: . Instead of calling it a list of FAQ, it uses sports terminology and calls it “Quick Assists.”

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Marketing, Customer service.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ShepHyken

AUGUST 2, 2017

Customer Service is the same. All customers are good customers. Every business has customers – or should I call them former customers – that companies choose not to do business with. They are good customers, too. The dentist answered, “Only the ones you want to keep.” Okay, maybe not all.

Sports 54

Sports Customer Service Training Customers Connections 54

ShepHyken

JULY 20, 2016

Yellow mustard, sweet green pickle relish, onion, tomato wedges, pickle spear, sport peppers and celery salt. It can be price, location, customer service, speed and any other feature or benefit that separates them from the other dealerships. Then you add the ingredients, in this specific order. And, forget about ketchup!

Competitive Advantage 48

Competitive Advantage Sports Customer Service Training Training 48

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 72

B2B Company B2C Customer Centricity 72

Blake Morgan

MARCH 13, 2023

While other companies are cutting costs, Tricia invests in things that make the experience easier for customers, especially Progressive’s leading digital solutions. As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible.

Customer Centricity 66

Customer Centricity Company Insurance Hotels 66

Verint

JANUARY 23, 2018

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable, flexible and robust solution to meet the needs of its customer research group.

Feedback 28

Feedback Entertainment Sports Case Study 28

Michel Falcon Experience

OCTOBER 21, 2015

The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs .

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

ClearAction

MAY 31, 2015

Think about all the places in the company where the various components of customer experience are managed: sales teams, market research, customer references, loyalty, analytics, billing, customer service, website, marcom, and so forth. Customer Experience Governance: Do This, Not That.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Verint

JUNE 1, 2017

Verint’s Kristyn Emenecker, global vice president, product strategy group, will present “Quality Is a Contact Sport: Human Intelligence in an Artificial Intelligence World” on June 5 at 2 p.m. CRMXchange QA & Analytics Virtual Conference. June 5-8; Online Webinar.

Sports 30

Sports Conference Analytics Groups 30

Customer Alignment

SEPTEMBER 27, 2017

According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or across all industries but have established that only 1% actually succeed in delivering an excellent experience. Maybe those in Customer Experience should take a leaf out of first direct’s book.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Prior, Fran served as the Vice President of Customer Success and Partnership for TapInfluence.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Michel Falcon Experience

FEBRUARY 19, 2016

Joined LinkedIn groups related to customer experience and customer service and engaged with the group regularly by sharing other people’s content and commenting on threads. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60