ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 146

Customer Service Effort Score Sports Conference 146

ShepHyken

SEPTEMBER 23, 2020

We just skate hard, pass a lot and occasionally score a goal. Now, some of you might be thinking, “I took the metaphorical shot with the customer, and I scored. The customer is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Effort Score 138

Effort Score Exercises Travel Customer Service Training 138

ShepHyken

FEBRUARY 28, 2023

(This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. When customers like the experience you provide, they trust you more. BONUS: In my effort to always give my clients more than they expect, here’s a bonus. Follow on Twitter: @Hyken

Chief Customer Officer 127

Chief Customer Officer Effort Score Policies Customer Service Training 127

ShepHyken

JULY 31, 2017

(NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Three Easy Ways to Engage Your Customers by Jeff Toister.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

NOVEMBER 5, 2018

This week he pens a short article on four “must do/have” customer service strategies: speed, convenience, knowledgeable help and friendly service. That is what will turn a good customer experience into a great customer experience. It Might Be Your Secret Customer Score by Khadeeja Safdar.

Customer Service 86

Customer Service Airlines Wireless Retail 86

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

JULY 17, 2017

Some of the most popular are customer satisfaction (or CSAT), Net Promoter Score (or NPS), and customer effort (occasionally abbreviated to CE but not often). My Comment: Have you ever wondered which method you should use to measure your customer service? NPS, CSAT or Customer Effort?

Customer Service 31

Customer Service Net Promoter Score Chatbots Effort Score 31