Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

OCTOBER 27, 2024

In today’s competitive landscape, providing exceptional service isn’t just a bonus—it’s a necessity. But what if there was one simple tweak that could significantly improve your customer satisfaction scores (CSAT) without overhauling your entire service strategy? The good news is, there is: proactive communication.

Customer Service 82

Customer Service Social Media B2B Chatbots 82

Customers That Stick

OCTOBER 27, 2014

The survey showed 78% of customers said that when an agent used a casual tone when denying a request, it would have at least some negative impact on their customer satisfaction. To be successful, service reps must learn the differences between formal and email formal tones and learn to sense when one is needed over the other.

Customer Service Training 158

Customer Service Training Training Communication Course 158

Win the Customer

NOVEMBER 20, 2024

As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

ShepHyken

NOVEMBER 18, 2024

Try These 5 Ways to Inspire Them by James Henderson (Entrepreneur) Whether you’re just beginning to cultivate your network or seeking ways to deepen engagement with existing customers, these five strategies are instrumental in enhancing customer satisfaction, fostering loyalty and ensuring lasting relationships.

Customer Service 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

ShepHyken

APRIL 6, 2025

The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty. My Comment: The author of this article defines the customer journey as A structured series of interactions between a business (brand) and its customer. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Self Service Trends B2C 71

CSM Magazine

AUGUST 27, 2024

Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. In this article, we’ll discuss some of the most effective and advanced customer service training technologies of today.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

ShepHyken

JUNE 24, 2020

Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Retention 170

Customer Retention Measurement How To B2C 170

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. There are a number of ways organizations measure customer satisfaction.

Measurement 160

Measurement Net Promoter Score Effort Score Customer Satisfaction 160

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Connect with Shep on LinkedIn.

Customer Service 75

Customer Service Ecommerce Self Service Omni-Channel 75

Kristina Evey

AUGUST 19, 2014

One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customer Experience Management customer satisfaction Customer service customer service training'

Connections 136

Connections Customer Service Customer Service Training Customer Satisfaction 136

ShepHyken

NOVEMBER 11, 2024

The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” My Comment: In addition to quality customer service, the quality of a product is also an important part of the customer experience.

Customer Service 71

Customer Service Survey Tips Retail 71

Customers That Stick

OCTOBER 9, 2014

Sign Off Your Emails ‘Sincerely’ According to the recent Q2 2014 Zendesk Benchmark report the way you sign off your client communications can have an effect on customer satisfaction. Blog customer-service-techniques customer communication customer service customer service training'

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

e-support 195

e-support Customer Experience Social Media Chatbots 195

ShepHyken

JANUARY 26, 2025

However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). In the past few years, articles have come out against some of the ways companies and brands measure their customer satisfaction levels.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Connect with Shep on LinkedIn.

Customer Experience 141

Customer Experience Customer Service Training Advertising Training 141

ShepHyken

MARCH 8, 2021

16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. Follow on Twitter: @Hyken.

Customer Service 147

Customer Service Airlines Hospitality Infographics 147

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. The result can be a demotivated team and lower customer satisfaction scores. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 75

Customer Service Loyalty Programs Government Metrics 75

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Great customer service comes first from taking customer service seriously.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Great customer service comes first from taking customer service seriously.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

InMoment XI

MARCH 11, 2024

This app responds to customer concerns at all hours of the day, and provides prompt and accurate resolutions to their problems. When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

FEBRUARY 20, 2024

It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. So, like the Time Well Spent question, ask yourself, “Is what I’m doing right now going to get the customer to come back the next time they need what we sell?” Connect with Shep on LinkedIn.

Metrics 159

Metrics Customer Service Measurement NPS 159

ShepHyken

DECEMBER 16, 2024

Emotion Is the New Metric: The Rise of Sentiment Analysis in Retail by Scott Clark (CMSWire) Sentiment analysis a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions has emerged as a powerful tool for uncovering the drivers of customer satisfaction and loyalty.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

Comm100

MAY 10, 2018

Complaints can also help companies identify any outdated or erroneous information that is being made available to customers. By examining customer complaints, businesses can improve customer service training. Recommended for you: [eBook] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customers 229

Customers eBook Policies Customer Service Training 229

ShepHyken

MAY 10, 2021

No doubt this article has ideas about creating a better CX, but the real focus here is understanding and interpreting data – and the data you need to understand is about how the customer “feels.”. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Here are 10 ways Knowledge base software can improve customer experience.

Customer Service 161

Customer Service Net Promoter Score Self Service Knowledge Base 161

Comm100

APRIL 16, 2018

Whereas the former promotes exceptional, proactive customer service and creating an unforgettable experience, the Effortless Experience emphasizes simplicity over everything else. The Effortless Experience maintains that in CX, we are often measuring the wrong thing – and we should not focus primarily on customer satisfaction.

Effort Score 138

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 138

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Correlating Business and Customer Experience Metrics.

Customer Experience 333

Customer Experience Strategy How To Effort Score 333

Bill Quiseng

APRIL 18, 2021

It should be delivered by the highest-ranking operations manager to convey the critical role your employees play in driving customer satisfaction. That manager, ideally the CEO, should convey the message that when employees interact with an individual customer, they ARE the company to that customer.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training. Just kidding!

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Survey 97

Survey Customer Satisfaction Customer Service Training Customers 97

ShepHyken

AUGUST 28, 2019

Knowing that will free you up to think about what needs to be done to get to the resolution that will make your customer happy. It will allow you to focus on the journey that will lead you to customer satisfaction. It could be an angry customer. It’s too easy to get caught up in the emotion of the moment.

Customer Service Training 128

Customer Service Training Course Customer Satisfaction Customer Service 128

ShepHyken

OCTOBER 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Customer satisfaction ratings are up, churn is down and employees are happier. My Comment: Data is worthless if you don’t do anything with it.

Net Promoter Score 110

Net Promoter Score Customer Service NPS Customer Satisfaction 110