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Latest "Customer Experience" Posts

The other night, I was out with some friends. We were at a well-known place, listening to music and relaxing. One of my friends said she wanted something chocolate, so she ordered a piece of chocolate cake. A few minutes later it arrived, and she took her first bite. You could tell by looking at her facial expression that she was not happy. She said it tasted very dry. Not what she expected. So, I tried a bite. She wasn’t kidding. It was worse than dry. It tasted like chocolate flavored sawdust. Continue reading

Here is a sobering statistic. According to the Five9 Customer Index 2017 report, 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt. The numbers are different, but the concept is valid for any business in any industry. Continue reading

The Seven Deadly Sins of Customer Experience

Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader

Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them.

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AI Fuels Virtual Assistants in the Customer Service World

Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service

How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions?

Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. Robert gives insight into what customers want and need, and how businesses can deliver it most effectively with the help of AI.

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Turn One-Time Purchasers Into Lifelong Customers

Shep Hyken Interviews Joey Coleman, Author of “Never Lose a Customer Again”

How would you like to never lose a customer again?

Award-winning speaker Joey Coleman shares the secrets behind not only gaining new customers, but also how to make them customers for life. He shares his 100 Days principle, and discusses his new book “Never Lose a Customer Again.”

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It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? Because they need help, have a question, or want to make a complaint. Continue reading

Be a Cut Above the Rest

Shep Hyken Interviews Steve Hockett, President of Great Clips

Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year?

Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience.

 

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