InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared. For enterprise companies, the stakes are even higher.

Banking 195

Banking Feedback Social Media Call Center 195

CSM Magazine

MAY 9, 2024

Engaging with Empathy and Active Listening Once a potentially vulnerable customer is identified, the way they are approached and supported is paramount. Really getting what someone else is saying and feeling their emotions are the secret sauce to supportive interactions.

Engagement 52

Engagement Magazine Customer Confidence Customer Service Strategies 52

ShepHyken

SEPTEMBER 5, 2023

I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. Happiness leads to confidence It’s the second point of this answer that is most important, and it is where some companies fail. It’s the confidence to enjoy doing business with the company.

Customer Service 91

Customer Service Workshop Customer Service Training Definition 91

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind.

Customer Service 142

Customer Service Social Media Workshop Customer Service Training 142

ShepHyken

JUNE 28, 2017

And when that “just a little above average” interaction is something that happens again and again, as in it being consistent, then the customer says, “You are amazing !”. Break down every interaction, or touch point, that you and your organization have with the customer.

Customer Service Training 103

Customer Service Training Customer Service Interaction Customer Experience 103

ShepHyken

NOVEMBER 17, 2017

Customers today will engage with your business if they feel a connection during their entire experience interacting with your company. Customers need to feel heard and know that you care about them. Online reviews are just one of the digital channels in which businesses interact with customers.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

ShepHyken

APRIL 30, 2018

I don’t disagree, but some companies and their customers are finding other channels are just as powerful, if not even more so. They can be quicker and more convenient for a customer to interact with a company. And certain types of customers prefer to use the phone as a backup to other customer service support channels.

Article 84

Article 2018 Net Promoter Score Customer Service 84