CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

Customer Service Training 52

Customer Service Training Customer Service Magazine Customer Satisfaction 52

ShepHyken

NOVEMBER 3, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 71

Article 2024 Customer Service Loyalty Programs 71

ShepHyken

FEBRUARY 24, 2021

Internally, when we reduce friction for employees, we make it easier for them to do their jobs, which has a direct impact on the customer. That brings me to an excellent article posted by Josh Linkner , innovation guru, who wrote about how tiny air bubbles led to a potential $28 billion cost savings. And, who doesn’t want that?

Customer Service Training 156

Customer Service Training Innovation Books Technology 156

ShepHyken

MARCH 30, 2025

Accenture Claims Customer Service Is on the Brink by Rhys Fisher (CX Today) As AI and automation reshape customer interactions, businesses that embrace these innovations will be best positioned to build lasting relationships and drive loyalty in an increasingly competitive landscape. Connect with Shep on LinkedIn.

2025 71

2025 Article Customer Service Magazine 71

ShepHyken

JULY 19, 2021

Standing still at any point means competition, innovation, and more will eventually surpass you. Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. While proper training can put employees on a path to success within an organization, there are many ways in which training efforts can go wasted.

2021 154

2021 Article E Commerce Customer Service 154

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

2021 143

2021 Article Customer Service Contact Center 143

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios.

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ShepHyken

SEPTEMBER 4, 2019

Innovation must take place to keep both the product and the customer experience relevant. What I can share is that innovation in the customer experience is just as important as product innovation. What will set you apart from your competition is the service and experience you provide.

Reference 117

Reference Entertainment Innovation Customer Service Training 117

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

ShepHyken

JANUARY 25, 2021

My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2021 163

2021 Article Customer Service Guest Experience 163

ShepHyken

JULY 29, 2020

So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 269

Customer Service Hospitality Customer Service Training Customers 269

ShepHyken

MARCH 11, 2019

That’s what Susan Steinbrecher came up with in this short article about how to resolve customer complaints and problems. Spark Customer Experience Innovation With These Three Strategies by Denise Lee Yohn. Here are three strategies to spark CX innovation. My Comment: This short article focuses on CX innovation.

Article 106

Article 2019 Customer Service E-support 106

ShepHyken

JULY 30, 2018

The members of the Forbes Technology Council have shared 12 ways to do so, starting with one of my favorites, which is to ensure the customer only has to tell their story once. Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with.

2018 78

2018 Article Customer Service Customer Service Training 78

Micah Solomon

OCTOBER 18, 2018

What is internal customer service–a good, workable definition? And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to enable us to provide the best customer service possible within our company?

Customer Service Training 40

Customer Service Training Customer Service Hospitality Consulting 40

ShepHyken

JULY 22, 2019

My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. These are trends that are taking us into the future of customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2019 121

2019 Article Customer Service Social Media 121

ShepHyken

JULY 26, 2021

I enjoyed this article, which features eight strategies that get your customers to come back. Five Contact Center Innovations That Are Reshaping Customer Service by Kendal Rodgers. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 109

Article 2021 Customer Service Contact Center 109

ShepHyken

OCTOBER 22, 2021

Hire a factoring company to handle the business of accounts receivable and take that time to focus on building relationships with your customers, leveraging that cash flow to create experiences that delight them. . Empower Your Service Team. A customer experience strategy is not a one-time occurrence. Continue to Evolve.

Customer Experience 153

Customer Experience Management Return on Investment Banking 153

ShepHyken

OCTOBER 1, 2024

You can also email it to all employees. Wednesday is Innovation Day. Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more. These can be edited together to create a short video.

2024 95

2024 Customer Service Workshop Customer Service Training 95

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97

ShepHyken

NOVEMBER 9, 2020

This week he writes about anticipatory innovation, where you come up with customer-focused ideas, such as (one of his examples), the Advil package that has a collapsible paper cup in the package. This is what happens when innovation intersects the customer experience. Follow on Twitter: @Hyken.

Article 114

Article 2020 Customer Journey Mapping Customer Service 114

ShepHyken

OCTOBER 1, 2018

Creating a better employee experience will result in a better customer experience. Ricardo Saltz Gulko Creator of new experiences and design innovation perspectives by Design Decode. Design Decode) “In my view, people in CX and design often use ‘innovation’ as a buzzword – however, I would argue that we need to be more nuanced.”.

2018 19

2018 Article Customer Service Employee Experience 19

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Article 119

Article 2019 Customer Service Poor Customer Service 119

ShepHyken

JULY 6, 2016

This is often attributed to Ralph Waldo Emerson and the concept of a better mousetrap is a great metaphor for a reason to continuously innovate. In a competitive business world, price, selection, customer service and innovation are major reasons customers might choose one company over another.

Customer Experience 89

Customer Experience Innovation Retail Customer Service Training 89

ShepHyken

APRIL 22, 2019

Leadership must recognize that service transformation is a “competitive must” and a strategic asset. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? CX University) Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure.

Article 82

Article 2019 Customer Service Competitive Advantage 82

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. CARE Magnificently!

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

ShepHyken

MARCH 27, 2023

In the long term, this can challenge a company’s ability to compete and innovate. My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Article 23

Article Customer Service 2023 2022 23

ShepHyken

JUNE 6, 2016

4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). My Comment: Want to know what the most innovative companies are doing to change the face of customer service?

2016 85

2016 Article Customer Service Innovation 85

ShepHyken

MAY 29, 2017

(McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 102

2017 Article Customer Service Airlines 102

ShepHyken

FEBRUARY 12, 2018

You don’t have to have a romanti c relationship with your customer to show them “a little love.”. Three Innovations and a Challenge by Josh Linkner. Josh Linkner) As the pace of innovation continues to accelerate, bold new creations will pave the way for breakthrough success while disrupting the laggards who cling to the past.

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

2018 83

2018 Article Customer Service Customer Service Strategies 83

ShepHyken

MARCH 26, 2018

This one is about Chewy’s, an online pet supply retailer that has, through delivering an amazing customer experience, built a $3 billion company. This is a typical story that represents their values and the commitment they have to their customers. . 10 Innovative Ways to Excite Your Customers by Deep Patel.

2018 86

2018 Article Airlines Customer Service 86

ShepHyken

AUGUST 1, 2016

Be sure to read why (along with other “myths that need to be busted) to learn a new way of thinking about the customer service “rules” you’ve always believed in. 7 Things Pokemon Go Can Teach You About Service Innovation by Manuel Grenacher. This article uses the popular game as a metaphor for teaching service innovation.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

AUGUST 14, 2017

My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. The answer lies in improving Customer Experience (CX).

2017 83

2017 Article Customer Service Retail 83

ShepHyken

FEBRUARY 22, 2021

Some interesting commentary that should make you realize just how important that is to today’s customer experience. The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

2021 112

2021 Article Customer Service Customer Centricity 112

ShepHyken

AUGUST 12, 2019

There are differences between generations, and as the Millennials become more successful, we must pay attention, and depending on your business, cater to this growing and economically powerful segment of our customers. 10 customer experience lessons from a CRM pioneer and trailblazer by Vala Afshar. Follow on Twitter: @Hyken.

2019 103

2019 Article Customer Service ROI 103

ShepHyken

FEBRUARY 19, 2018

My Comment: Here are some great stats and facts that support the need for better customer service. Then the article goes on to discuss the importance – and the benefit – of proper training. Customer service training doesn’t cost, it pays. And, it’s not a one-and-done.

2018 84

2018 Article Customer Service Social Media 84