Crafting a Frictionless Service Experience for Employees and Customers
Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.”
Shep Hyken sits down with Nick Mehta, CEO of Gainsight. They discuss why you should be proactive instead of reactive, how the subscription model is shaping customer loyalty, and why making your customers happy is no longer enough.
I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.
In the process of the interview, I asked Nate about his favorite customer service story. Without hesitating he told me about Jordan, one of Campaign Monitor’s sales and support reps, from Minneapolis. As I listened to Nate tell the story, it was obvious that he was proud of how Jordan stepped up and reinforced one of the most important reasons a customer does business with a company… Confidence! Continue reading
This week on our Friends on Friday guest blog post my colleague, Paul Johns writes about how much the customer has changed and the importance of empathy and being human are to customer loyalty. Employees must understand the human side of customer service in order to promote loyalty. – Shep Hyken Continue reading
by Shep Hyken, CSP, CPAE
Sign-up to receive a weekly newsletter from Shep. The letter includes customer service and experience articles, business tips and more from Shep's experiences as a customer service speaker.