ShepHyken

MARCH 24, 2025

In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers. The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.

Customer Service 74

Customer Service Healthcare Loyalty Video 74

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

Customer Service 74

Customer Service Self Service Trends B2C 74

Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

Customer Service Strategies 54

Customer Service Strategies Strategy Customer Service Airlines 54

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . 5 Customer Service Strategies That Improve Retention.

Customer Service 139

Customer Service Customer Retention Customer Service Strategies Infographics 139

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 122

Customer Service Leadership Ecommerce Culture 122

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Chief Customer Officer 52

Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Action Point: Include CX discussions in leadership meetings and track CX progress in business strategy updates.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

ShepHyken

JANUARY 14, 2025

Treat employees like you want your customers to be treated (maybe even better) This is what I refer to as The Employee Golden Rule. You cant expect employees to treat customers any differently than they are treated by the management and leadership of the organization.

Customer Service 70

Customer Service Policies Customer Service Training Feedback 70

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

ShepHyken

NOVEMBER 25, 2020

Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. Good Leadership Role Models: Leadership may define the vision, but they must set the example as well.

Customer Service 152

Customer Service Leadership Training Customer Service Training 152

Brad Cleveland Blog

DECEMBER 20, 2024

As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? … Continue reading → The post Effective Customer Service Strategies: 4 Key Factors appeared first on Brad Cleveland.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Customers 20

Comm100

SEPTEMBER 28, 2021

In the second part of digital transformation journey , we looked at five strategies for boosting success in a customer service transformation. That included tips on how to engage with leadership, collect feedback from your organization, and communicate change.

Customer Service 246

Customer Service Chatbots Banking B2C 246

Oracle

AUGUST 26, 2020

Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Here are 5 steps to help develop a successful and productive telework strategy. Examine and adjust your internal leadership style. Foster a connected employee culture.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

ShepHyken

SEPTEMBER 29, 2021

Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. The Ritz-Carlton has a team of trainers that companies hire to learn the secrets of creating world-class hospitality and service. Other brands have gone down this path.

Industry 161

Industry Hospitality Leadership Customer Service Training 161

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 100

Social Media Customer Service Guidelines Loyalty 100

ShepHyken

AUGUST 3, 2022

All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation. . Leadership must show employees they have their backs regarding abusive customers. If employees are properly trained, leadership should respect an employee’s decision to end the call. .

Airlines 136

Airlines Leadership Training Customer Service Training 136

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

Kayako

SEPTEMBER 29, 2016

Well, behind any shining, successful customer service team is a strong customer service philosophy and customer service strategy. A strong customer service philosophy is not something you can create overnight or simply add on top of your business, like the icing on a cake.

Self Service 120

Self Service Omni-Channel Customer Service Social Media 120

ShepHyken

DECEMBER 9, 2020

His question was, “Should they go to everyone in the company or just leadership? It provides validation, credibility and even a sense of pride. One of our clients asked whether they should share survey results with their team. On a regular basis, share your positive reviews with everyone.

Customer Service Training 150

Customer Service Training Leadership Survey Customer Service 150

Vonage

JULY 29, 2015

Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out. To serve is to rule.

Culture 120

Culture Customer Service How To Social Media 120

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments.

Customer Service Training 136

Customer Service Training Leadership Video Feedback 136

ShepHyken

NOVEMBER 6, 2018

Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy.

Omni-Channel 118

Omni-Channel Contact Center Touchpoint Leadership 118

ShepHyken

SEPTEMBER 14, 2022

The customer now compares you to these rockstar brands, not to your competition. The culture of any organization is defined by leadership. Leaders must work on the culture they want employees and customers to experience. In short, the customer experience starts and ends with the organization’s culture. .

Culture 112

Culture Customer Service Poor Customer Service Leadership 112

The DiJulius Group

SEPTEMBER 25, 2023

Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Read Full Article The post Boost Your Customer Service Strategy’s Success With These Proven Tips appeared first on The DiJulius Group. Start with a Clear Purpose.

Tips 99

Tips Customer Service Customer Service Strategies Groups 99

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Customer Journeys Chief Customer Officer Banking 62

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. He shared his 3-N strategy, and it’s simple. Is there a way to keep good people? .

Healthcare 130

Healthcare Customer Service Training Leadership Feedback 130

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

FEBRUARY 14, 2020

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland. .” He makes a great point.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Airlines 26

ShepHyken

SEPTEMBER 29, 2020

Get everyone in alignment with your mission and how they play a part in the customer journey. Leadership must model the actions and attitudes they want to see in their employees. Now, more than ever, companies must take care of their customers, across every touchpoint and channel. It starts at the top.

B2C 126

B2C Hospitality Measurement B2B 126

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. .

Leadership 77

Leadership Feedback Customer Service Training Training 77

Brad Cleveland Blog

JANUARY 15, 2021

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland. .” He makes a great point.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Airlines 26

ShepHyken

MARCH 9, 2022

Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. . The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . The Fictional Press Release is probably not what you think it is.

Return on Investment 122

Return on Investment ROI Software Customer Service Training 122

ShepHyken

AUGUST 16, 2023

The story I shared illustrates how failure in customer service is often not the fault of the individual but the system in place. All things considered, the responsibility for customer service success or failure usually lies in the hands of leadership, not the front-line workers.

Customer Service Training 118

Customer Service Training Training Leadership Course 118

Brad Cleveland Blog

JULY 25, 2019

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense … Continue reading → The post Gauge the Effectiveness of Your Customer Service Strategy appeared first on Brad Cleveland.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Customers 26