ShepHyken

MAY 4, 2023

In today’s digital world, customer service productivity is more important than ever. This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively. What is customer service productivity?

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX). The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

ECXO

JULY 23, 2024

They lead by example, showing empathy, humility, and dedication to the well-being of their employees. As a result, this creates an environment where employees feel valued, motivated, and empowered to deliver outstanding customer service. Empowered and skilled employees are more likely to deliver superior customer service.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Customer Enthusiast

SEPTEMBER 8, 2017

A journalist recently contacted me, posing a single question: “What makes good customer service?”. This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Act: Service is a verb, requiring action.

Customer Service 72

Customer Service Exceptional Customer Service Poor Customer Service Retail 72

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. But what is good customer service, though?

Examples 88

Examples Customer Service Social Media Hotels 88

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 94

Customer Service Strategies Self Service Strategy Customer Service 94

Customer Enthusiast

JANUARY 23, 2017

Last week I was interviewed for a customer service podcast. During the interview, I was asked for my definition of customer service, which I shared: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Again, what will the employee say?

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Course Retail 40

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Customer Enthusiast

MARCH 12, 2018

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”. Even so, the fact that employees may not feel recognized does not give them a pass on performing their job responsibilities.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Policies Feedback 40

Customer Enthusiast

NOVEMBER 12, 2014

Although I’ve yet to see it stocked on the Customer Service shelves, it easily could be. Below are some examples of how the topics explored in Covey’s book naturally align with customer service: Foundational Principles: Paradigms – the way we perceive, understand, and interpret the world. will irrevocably suffer.

Customer Service 79

Customer Service Employee Engagement Hotels Exceptional Customer Service 79

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 85

Customer Service Strategies Self Service Strategy Customer Service 85

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.

Contact Center 130

Contact Center Management Strategy Call Center 130

ShepHyken

AUGUST 18, 2023

He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization. Regular feedback provides insights into areas of improvement and customer preferences.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Customer Enthusiast

NOVEMBER 18, 2014

Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery. Customer Service Employee Engagement Enthusiasm at Work!

Airlines 78

Airlines Exceptional Customer Service Exercises Employee Engagement 78

Calabrio

OCTOBER 3, 2019

Over time, frontline staff too have come to enjoy more control over their working lives through self-service. Embrace the new rules of employee engagement. As CX takes center stage, everyone has an important part to play and therefore the emphasis should be on giving CSRs permission to delight customers in their own way.

Self Service 145

Self Service Contact Center Gamification Competitive Advantage 145

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. On this point, employee engagement in the company message is critical.

Customer Satisfaction 93

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 93

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. A Design Thinking Approach to Putting the Customer First by Big Think. Customer Service Foundations by Jeff Toister.

Course 35

Course Training Customer Journeys Customer Experience 35

Customer Enthusiast

SEPTEMBER 6, 2014

CVS Health reinforced its credibility with employees and customers alike by staying true to its stated purpose. I love this example because it illustrates an important point I make during my customer service presentations: Without a clearly defined purpose, there is no exceptional customer service.

Company 86

Company Retail Exceptional Customer Service Exercises 86

Provide Support

APRIL 3, 2018

The answer is pretty obvious, and yet so often overlooked: providing a delightful customer service. No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company. © 2003 - 2017 Provide Support LLC.

Customer Service 51

Customer Service Management Exceptional Customer Service Employee Engagement 51

Happy or Not

JUNE 26, 2023

Engaging your staff step-by-step To change and to improve, you need your staff to be part of driving the change. And for them to do so, you need to ensure they feel engaged. How does employee engagement affect customer satisfaction? How does employee engagement affect business results?

Employee Engagement 36

Employee Engagement Customer Satisfaction Engagement Effort Score 36

Customer Enthusiast

OCTOBER 3, 2014

Next week is Customer Service Week and, similar to my flossing analogy, the customer already knows if you’re serving. Besides, shouldn’t every week be Customer Service Week? Customer service is not a campaign. Customer Service Employee Engagement Enthusiasm at Work!

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

ShepHyken

APRIL 21, 2020

Hiring the Right Employees to Deliver Exceptional Customer Service. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever. Start by Being a Great Place to Work.

Exceptional Customer Service 114

Exceptional Customer Service Tips Survey Strategy 114

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 82

Hospitality Hotels Exceptional Customer Service Employee Engagement 82

Lumoa

APRIL 24, 2018

This will give you the intel on how to take action to improve your relationship with the customer and improve their experience. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. You won't be able to see a complete picture of your customer experience without looking at all metrics.

System 317

System Effort Score NPS Net Promoter Score 317

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

Customer Enthusiast

JUNE 20, 2024

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t.

Exceptional Customer Service 62

Exceptional Customer Service Poor Customer Service Customer Service Employee Engagement 62

Stella Connect

OCTOBER 6, 2021

During Customer Service Appreciation Week , there are plenty of reasons to celebrate your frontline agents who deliver best-in-class experiences for your customer day in and day out. . Looking for ways to celebrate Customer Service Appreciation Week that will fit your budget? Give a personal shoutout to agents….

Customer Service 52

Customer Service Social Media Effort Score Exceptional Customer Service 52

Michel Falcon Experience

MARCH 12, 2019

.” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management. It’s customer service. Delivering exceptional customer service. Okay, so put that in a tight phrase, just button it up.

Culture 12

Culture Employee Engagement Company Engagement 12

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 71

Hospitality Hotels Exceptional Customer Service Employee Engagement 71

Customer Enthusiast

AUGUST 26, 2014

And three quarters of employees surveyed admitted they could be significantly more effective in their jobs. Check out this video Exposing Bad Customer Service by Jack Vale Films. What stops these employees from closing the discretionary effort gap between what they are prepared to do and what they actually do?

Exercises 75

Exercises Culture Video Employee Engagement 75

Retently

JULY 3, 2024

This is particularly important in customer service and feedback scenarios, where building a positive relationship with the customer can lead to greater loyalty and satisfaction. or “How does our customer service compare to others you have experienced?” It helps quantify qualitative data.

Examples 142

Examples Feedback Survey Analysis 142

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

Customer Enthusiast

DECEMBER 11, 2014

For example, Nordstrom initiated a trend in retail customer service by having its sales associates walk around the sales counter to hand a customer her purchases rather than schlepping the bag over the counter after posing the ubiquitous industry farewell: “Receipt with you or in the bag?”. It’s always a choice.)

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Customer Enthusiast

SEPTEMBER 28, 2016

Customer Service Week (Oct. Let me begin by saying that celebrating the customer is a good thing—especially when you consider that, without customers, there wouldn’t be much else to celebrate. Wouldn’t it be better to run your business as if every week was Customer Service Week? Don’t settle for ordinary.

Customer Service 40

Customer Service Employee Engagement Comparison Customer Satisfaction 40