Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

CX University

SEPTEMBER 30, 2024

CX University and HBC today announced the formation of CXUAsia, a joint venture aimed at delivering world-class customer experience (CX) training and certification across the Asia-Pacific region. The post CXUAsia Launches as Joint Venture to Revolutionize Customer Experience Training in Asia-Pacific appeared first on CX University.

Training 114

Training Net Promoter Score Customer Experience Customer Centricity 114

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. Invest in training your team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Challenge: Without this alignment, employees may disengage, seeing transformation as irrelevant to their work, which can lead to a lack of innovation and customer-focused efforts.

Customer Experience 274

Customer Experience Leadership Innovation Roadmap 274

Experience Investigators by 360Connext

AUGUST 20, 2024

Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ And no, you can’t just say “be customer-obsessed” and hope for the best. CX is much more than these, though.

How To 282

How To Customer Journeys Customer Centricity Training 282

ECXO

FEBRUARY 3, 2025

Example: A software company reaches out to a customer after 30 days, offering a free one-on-one session to optimize their experience with the tool. Actions You Can Take: Host regular training sessions on active listening, problem-solving, and emotional intelligence.

Sales 247

Sales Customer Experience e-support Examples 247

Kristina Evey

OCTOBER 8, 2014

It all begins with hiring the right folks to represent your company and serve your customers. Start with the interview process when determining the customer focus of your candidates. Have specific customer service intent questions included in the interview process. But there is another factor in this equation… your staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

eglobalis

OCTOBER 1, 2024

Develop Cross-Training Programs Cross-training employees in different functions can provide valuable insights into how various departments operate. A common example is running a “job shadow” program where an employee from Marketing spends a week learning the ins and outs of Customer Service.

Customer Journeys 419

Customer Journeys Culture Leadership Effort Score 419

ECXO

OCTOBER 7, 2024

5. Empower and Train Employees: This is my biggest passion! Employees are the frontline ambassadors of customer experience. Providing them with the right tools, training, and empowerment to make customer-focused decisions is vital. o Strategies: Invest in training teams to be empathetic and knowledgeable.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

OCTOBER 23, 2024

Focus on employee training to create a customer-obsessed culture. Employees play a crucial role in delivering excellent customer service. They are either the first point of contact for customers or responsible for solving their specific pain points.

Banking 195

Banking Customer Experience Effort Score Financial 195

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. Satisfactory is average.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

ShepHyken

DECEMBER 24, 2024

EVERY interaction your customers experience. Based on the experiences customers have with the best customer-focused brands, they continue to get smarter about CX and will demand more from you. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Experience 90

Customer Experience Sports Customer Service Training Video 90

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. They must be trained to it. Everyone must know the role they play in delivering on that definition. They must live it.

Culture 158

Culture Hotels Customer Service Training Training 158

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Beyond understanding, it takes training – and not just one time.

Customer Service Training 166

Customer Service Training Training Meeting Customer Service 166

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful. I know… this is common sense. Not that much!

Customer Service 169

Customer Service Customer Service Training Training Customer Service Representative 169

ShepHyken

NOVEMBER 26, 2024

While Enterprise has been picking up its customers since the early 1970s, it officially trademarked the slogan in 1994. Costco: “Satisfaction Guaranteed” – If you’re a Costco member, you most likely have experienced its stellar customer service and liberal, customer-focused return policy.

Brands 82

Brands Loyalty How To Policies 82

ShepHyken

MARCH 4, 2025

If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same. Share insights with your team and use them to stay customer-focused and ahead of your competition. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

How To 82

How To Exercises Feedback B2B 82

ShepHyken

JANUARY 15, 2020

Train everyone in your organization how to respond using this process. Training is important to ensure consistency. While Tom’s question was focused on how to respond in a customer support center, this situation could happen to anyone in almost any department. Get the process on paper and train… and then train again.

Training 158

Training Customer Service Training Exercises Course 158

ShepHyken

OCTOBER 29, 2024

Always Available – Even with AI and digital support as good as they are today, customers may still want to talk to a human. Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request.

Loyalty Programs 85

Loyalty Programs Customer Service Training Video Customer Service 85

ECXO

JANUARY 21, 2025

Make Customer Experience a Strategic Priority Lesson: Never treat customer experience as an afterthought. Apexs downfall started when they dismissed customer complaints and feedback. To avoid this, build a customer-focused strategy that permeates every department, from product design to post-sales support.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

CloudCherry

FEBRUARY 28, 2018

This brings us to hiring – something customer-centric brands are good at. People who would fit into their culture – employees who can be trained, improve, and will work with a focused customer-first approach. This makes it easier to drive customer-centric change across the organization.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

CX Accelerator

JANUARY 11, 2021

Sheri Kendall, Training Manager at Wayfair remembers, "Zappos has played an integral part in my love story with CX. When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos is a case study on how to create a customer-focused culture.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Blake Morgan

OCTOBER 22, 2024

This engagement drives enthusiastic, meaningful customer interactions, ultimately shaping how your brand is perceived. Stovall often cites companies like Enterprise Rent-A-Car, where rigorous training ensures that employees consistently deliver quality service. Consistency also plays a major role in building a strong brand.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

ShepHyken

OCTOBER 7, 2020

The salesperson missed the opportunity to sell more to the customer the first time, causing inconvenience—not to mention frustration—for the customer. This is customer disservice. Sometimes customer disservice happens because someone is taking a shortcut. The concept behind customer disservice is the missed opportunity.

Customer Service Training 167

Customer Service Training Training Customers Customer Service 167

Customer Bliss

JANUARY 17, 2019

So I would have spent a lot more time on training. Training myself, training my team and training the company. Lisa is a customer-focused business leader using her experience across operations, marketing, communication, and business development to drive change. CustomerExperience #CX Click To Tweet.

Connections 190

Connections Company How To Chief Customer Officer 190

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being.

Customer Journeys 186

Customer Journeys B2C B2B Employee Engagement 186

ShepHyken

JULY 14, 2021

And, that’s a pretty big difference, but not to the customer. The key is in how you train people to not say, “No.” 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.

How To 171

How To Hotels Hospitality Transportation 171

ShepHyken

APRIL 28, 2021

This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. It probably wasn’t an actual script, but it was an answer she was trained to use. What could she have done for her customer?

Transportation 174

Transportation Customer Service Training Exercises Training 174

Calabrio

JULY 28, 2020

Thanks to Sharon’s work, NDR’s contact centers are optimally staffed to handle the incoming calls; its agents are better trained, compassionate and confident; and its customers experience smoother, more effective and reassuring interactions. Julie Reed, Pepco.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

ECXO

JUNE 15, 2021

To successfully implement a customer-centric strategy and operating model, focus first in your company making sure you have and build a culture that aligns with them. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience 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? That’s exactly what my friend and client, Diane Kniowski, did.

Customer Service 163

Customer Service How To Exercises Customer Service Training 163

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Are you that good? Be transparent.

Customer Focused 149

Customer Focused B2B Customer Service Training Customers 149

ShepHyken

NOVEMBER 3, 2021

Do you consistently train and have daily or weekly huddles where you discuss the service opportunities that were missed in the last day (or week)? . Do you provide ongoing reinforcement or training to keep your employees guest-focused? . Is there one person (or more) that you know is causing the problem? .

Hospitality 168

Hospitality Customer Experience Hotels Feedback 168

ECXO

APRIL 10, 2024

Include questions that specifically target emotional experiences and ask customers to rate their feelings on a scale. This quantitative data can provide valuable insights into the emotional frequencies of your customers. Emotional Training: Provide emotional intelligence training to employees who interact with customers.

Connections 334

Connections Customer Experience Social Media Analysis 334