CSM Magazine

AUGUST 27, 2024

Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. 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

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

2024 89

2024 Article Magazine Customer Service 89

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Well, consider this a refresher.

Article 112

Article 2020 Customer Service Magazine 112

CSM Magazine

NOVEMBER 4, 2019

Hendrix Training runs an innovative, fun but also technical customer service workshop for a range of clients, including in retail, hospitality and the public sector, to boost employee confidence and lift the spirits of staff and customers. The importance of body language.

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Article 105

Article 2021 Customer Service Magazine 105

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I have an idea about renewals.

Magazine 160

Magazine Customer Service Training Customer Service Information 160

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

2021 103

2021 Article Customer Service Retail 103

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. It happens between the moment the customer thinks of you and the time they actually buy. Everything that happens leading up to the sale is part of the customer experience. And, that includes customer service. Most people think service happens after the sale.

Magazine 136

Magazine Entertainment B2C Customer Service Training 136

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Article 89

Article Loyalty Programs Customer Service 2024 89

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

2019 99

2019 Article Loyalty Programs Customer Service 99

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Thank you CXO Magazine for this honor!

Article 76

Article Magazine Customer Service 2024 76

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

2024 72

2024 Article Customer Service Magazine 72

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

2020 95

2020 Article Customer Service Contact Center 95

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. It’s what can keep you in business!

2019 93

2019 Article Customer Service Guest Experience 93

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR

Article 16

Article 2022 Customer Service Magazine 16

ShepHyken

JULY 25, 2023

Empathy in Customer Service I’m sorry for the somewhat morbid title, but I wanted to catch your attention. Afterward, the family tried several times to cancel a newspaper subscription, but the publisher’s customer service agent kept saying, “No.” In this case, the customer is a pet.

Magazine 23

Magazine Workshop Customer Service Training Customer Service 23

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Magazine) Employee turnover is always a stressful situation. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities.

2021 94

2021 Article Customer Service Retail 94

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

2021 94

2021 Article Customer Service E Commerce 94

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. market, customer service has been on a decline.

Article 17

Article 2021 Customer Service Magazine 17

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. My Comment: What customer service lessons can you learn from a garden retailer? Here are my top five picks from last week.

Article 15

Article 2022 Customer Service Magazine 15

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Article 80

Article Customer Service 2024 Loyalty Programs 80

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99

Article 86

Article 2024 Customer Service E Commerce 86

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

2021 86

2021 Article Customer Service Social Media 86

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Custom Studio (Inc. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. What does that mean?

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.)

2024 83

2024 Net Promoter Score Article Customer Service 83

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Article 80

Article 2021 Customer Service Metrics 80

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 68

2024 Article Customer Service Average Handle Time 68

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. Balto went to 30 thought leaders in the customer service and CX space and asked their opinion. Eight Tips For Providing Excellent Customer Service by Saul Maslavi.

Net Promoter Score 16

Net Promoter Score Article 2022 2030 16

Bill Quiseng

MARCH 28, 2016

” The author of the recently published book, Customer Service (finally) Defined – Ideas, Tips, techniques & Skills You Can Use Now and Forever , and eight other books, Nancy is simply one of the best keynote speakers on customer service. What did you say” isn’t great customer service.

Books 128

Books Magazine Entertainment Social Media 128

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

2021 76

2021 Article Customer Service 2022 76

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Communication 100

Communication Magazine Airlines Workshop 100

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise. Follow on Twitter: @Hyken.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. This article makes the case that winning your customers back is also less expensive. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Follow on Twitter: @Hyken.

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2021 Article Customer Service 2001 80

Customers That Stick

JANUARY 22, 2015

Now that you have the information, use it not just to provide your product or service but also to surprise and delight your customers. While we don’t consider WOW a strategy, we do consider it an opportunity to reinforce and deliver Hero-Class TM Customer Service. Photo credit: [link].

Information 119

Information Customer Service Training Magazine Fashion 119