Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

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CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Provide Leadership Training. Regularly Evaluate Customer Service.

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ShepHyken

AUGUST 25, 2024

There are plenty of great ideas and suggestions in this article, and when you combine them with the list from the article already mentioned, you have a great list to get you thinking about the best way to deploy a digital self-service experience. But many leaders struggle to get there. That’s where it starts!

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TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jeff is truly obsessed with customer service.

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Up Your Service

FEBRUARY 5, 2020

And I’m super strong in helping organizations improve the service that they create and build a culture of continuously Uplifting Service. What if we took your passion for developing and Certifying Coaches all over the world and connected it with our expertise in certifying Uplifting Service leaders ?

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Bill Quiseng

JANUARY 10, 2022

Whether it’s the turmoil of the pandemic, Skimpflation, or The Great Resignation, businesses will invigorate the New Normal with the “People First” culture. No longer are people taking second or third seats to profits or work.

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ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

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CSM Magazine

MARCH 31, 2020

Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. Hire for character, then focus on training.

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Peter Lavers

DECEMBER 8, 2017

It’s not always about the knowledge and education – sometimes, it’s more about team building and motivation training. In this article, we are showing you some of the best customer service training ideas that should refresh your support service and take it to a higher level. #1 1 Active Listening Practice.

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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. . Employee trust fosters customer trust.

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ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. 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. I’m sure you’ll have a few more to add to this list.

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Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

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ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.

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Customer Bliss

JULY 3, 2018

There was an urgency around changing the culture within the agency to become a culture of yes. Greg sat in on every hearing and listened to what was said, which gave him an idea of where his responsibilities in impacting the culture would come into play. Allow them more freedom to give the customers a voice.

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Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Topics include: How to drive a culture of service innovation into a traditional product company.

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ShepHyken

AUGUST 19, 2019

If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn.

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Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. Reward great customer service.

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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. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

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Michel Falcon Experience

JANUARY 16, 2020

This company’s leadership team has made a conscious decision that is negatively impacting their customer experience. What they should be doing is allocating a higher labour budget to afford more call center agents to ensure 80% of calls are answered within 20 seconds or less (this is a common call center service level agreement).

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ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

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ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Here are my top five picks from last week. by Ricardo Saltz Gulko.

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ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

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ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. Go to The Customer Focus to learn more about our customer service training programs.

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ShepHyken

APRIL 22, 2019

They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. by Mohamed Latib, Ph.D. . (CX It is elegantly simple, and it works splendidly.

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ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

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ShepHyken

NOVEMBER 11, 2019

(CIO) Create customer-centricity by delivering seamless experiences, leveraging IT’s unique insights, and evolving your leadership mindset. My Comment: I like most articles that cover the corporate culture and customer experience. 4 Things to Consider Before Building a Review System by Matt Wujciak.

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ShepHyken

JUNE 17, 2019

While you can’t always say “yes” to a customer, you don’t have to say “no” either. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through.

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Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

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Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. In your own personal experience, have the people skills people bring to customer service gotten better or worse over the past five years? Tough question.

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Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. I]f you care about customer experience.

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ShepHyken

DECEMBER 28, 2016

Leadership may decide to purposely change their mindset – and even their company culture – from being customer-focused to bottom line focused. First and foremost, if the company has a culture and vision in place, every move they make should always bring up the question, “Is this in keeping with our vision?”

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InteractionMetrics

AUGUST 14, 2024

Human Resources : Human resources departments can benefit from customer service consulting by improving employee training. Consulting firms can help HR teams identify skill gaps, develop customer service competencies, and foster a positive work culture that prioritizes customer satisfaction.

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ShepHyken

NOVEMBER 27, 2019

Accepting responsibility (and blame) for something that happened under your watch is also powerful leadership behavior. Instead, emulate the leadership behavior of Eisenhower and Truman. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

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ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

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ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. So, let’s look at the inside of the company.

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Integrity Solutions

FEBRUARY 12, 2021

And if people aren’t clear on what’s expected of them, you won’t be able to build a sustainable culture that’s rooted integrity and customer service. Implementing A Customer Service Strategy. This is especially relevant where staff performance is constantly measured and rated by customers.

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ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. 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.

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