{"id":31935,"date":"2019-05-14T00:00:00","date_gmt":"2019-05-14T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/amazing-business-radio-jill-nelson\/"},"modified":"2023-02-08T17:02:33","modified_gmt":"2023-02-08T17:02:33","slug":"amazing-business-radio-jill-nelson","status":"publish","type":"post","link":"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/","title":{"rendered":"BEING HUMAN IN A TECHNOLOGY-DRIVEN WORLD with Jill Nelson"},"content":{"rendered":"<h3>The Interview with Jill Nelson:<\/h3>\r\n<ul>\r\n \t<li>The driving force behind good customer service should be human engagement and connection. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experience.<\/li>\r\n \t<li>Even with the many ways a customer can connect with a company, there is still an expectation of instant availability. Customers increasingly prefer to connect with companies via the phone, and phone calls have the highest conversion rate of interaction to sale.<\/li>\r\n \t<li>The money you spend on marketing will be wasted if you don\u2019t inject care into the customer\u2019s experience beyond getting them to connect with you. Companies need to communicate that they are there for their customers, that they care, and that they\u2019re human, too. At the end of the day, people want to do business with people.<\/li>\r\n \t<li>It\u2019s important to hire right from the beginning, as is continuous training. Be careful not to \u201cuntrain\u201d or demotivate your employees; assume they want to succeed and help their customers succeed, so empower them to do so.<\/li>\r\n \t<li>Cultivate a mindset where the customer\u2019s needs supersede your own. Use the customer\u2019s success as your compass, and ask yourself what you can help them accomplish and how you can go about doing so.<\/li>\r\n<\/ul>\r\n<h3><strong>Quotes:<\/strong><\/h3>\r\n\u201cHiring right is important, but it\u2019s a waste if you don\u2019t also give your employees the freedom, space, and ability to be human and do great things beyond following the rules.\u201d <em>&#8211; Jill Nelson<\/em>\r\n\r\n\u201cThe best way to help a customer and give great customer service is to help that customer be successful.\u201d<em>&#8211; Jill Nelson<\/em>\r\n<h3><strong>About<\/strong>:<\/h3>\r\nJill Nelson is the founder and CEO of <a href=\"https:\/\/www.callruby.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Ruby Receptionists<\/a>. She is a member of <a href=\"https:\/\/www.eonetwork.org\/\" target=\"_blank\" rel=\"noopener noreferrer\">Entrepreneurs\u2019 Organization<\/a> and was honored as the Oregon Technology Executive of the Year in 2017.\r\n\r\n<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Shep Hyken<\/a> is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.\r\n\r\n<strong>This episode of <em>Amazing Business Radio with Shep Hyken<\/em> answers the following questions \u2026 and more:<\/strong>\r\n<ol>\r\n \t<li><strong>How can technology help my customer service?<\/strong><\/li>\r\n \t<li><strong>How do I hire the right people?<\/strong><\/li>\r\n \t<li><strong>How do I train my employees?<\/strong><\/li>\r\n \t<li><strong>How do I empower my employees?<\/strong><\/li>\r\n \t<li><strong>How can I make my customers happy?<\/strong><\/li>\r\n<\/ol>\r\n&nbsp;","protected":false},"excerpt":{"rendered":"<p>The Interview with Jill Nelson: The driving force behind good customer service should be human engagement and connection. Technology can allow employees to be more helpful, but it should not be the only layer to the customer experience. Even with the many ways a customer can connect with a company, there is still an expectation [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":38295,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6806],"tags":[5609,2278,5293],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>BEING HUMAN IN A TECHNOLOGY-DRIVEN WORLD with Jill Nelson - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"Jill Nelson discusses her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BEING HUMAN IN A TECHNOLOGY-DRIVEN WORLD with Jill Nelson - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"Jill Nelson discusses her company, Ruby Receptionists, and how to use both technology and humanity to deliver an amazing customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2019-05-14T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-02-08T17:02:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Jill-Nelson-ABR-PHOTO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1400\" \/>\n\t<meta property=\"og:image:height\" content=\"1400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"BEING HUMAN IN A TECHNOLOGY-DRIVEN WORLD with Jill Nelson\",\"datePublished\":\"2019-05-14T00:00:00+00:00\",\"dateModified\":\"2023-02-08T17:02:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\"},\"wordCount\":385,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Jill-Nelson-ABR-PHOTO.jpg\",\"keywords\":[\"hiring the right employees\",\"technology can enhance service\",\"customer success\"],\"articleSection\":[\"Amazing Business Radio Show\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\",\"url\":\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-jill-nelson\/\",\"name\":\"BEING HUMAN IN A TECHNOLOGY-DRIVEN WORLD with Jill Nelson - 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