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Scoop.it!
Serving customers, building loyalty, and being outstanding are not that complicated. 
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Scoop.it!
From
hyken
It’s a consistent and predictable customer experience – one that drives compliments – that will get your customers to say, “I’ll be back!”
James Schreier's insight:
I have shared this message many, many times in both customer service and management training workshops. I've also made extensive use of learning from the performing arts (and some sports) where there are great examples. Performers know how to welcome --even encourage -- more applause.
Scoop.it!
The first step is always to evaluate each area of function and each role in the company to figure out which work model would make the greatest positive impact. The silver lining of the pandemic is that it has given companies the opportunity to reimagine their operations. Starting from scratch is no longer a hypothetical conversation, but an exercise in resilience.
James Schreier's insight:
A very detailed perspective with a strong "customer" focus!
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Perhaps we can jump on the same bus that our customers are on, focusing on helping them improve the results they get from the buying process. Help them navigate it with greater confidence, helping them learn and and change, directly addressing FOFU. What if we started demonstrating our commitment to their success?
Scoop.it!
With ongoing shifts in the economic climate, customer retention continues to be a main focus—and in many cases, it has become even more important in 2023. According to a report by Twilio, in the face of recession, 67% of businesses are shifting focus from customer acquisition to customer retention.
Scoop.it!
From
hyken
Every employee has at least two jobs. The first is to do the job they were hired to do. The second is to take care of the customer.
James Schreier's insight:
Shep's weekly message are always good-- this one's great!
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From
hyken
Customers are willing to pay more for good service. That means they will probably be tipping when it’s deserved.
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Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it.
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Customers no longer blindly trust organizations. Recover from the customer trust deficit by adapting to their expectations and empowering your employees.
James Schreier's insight:
There is some really important -- hopefully action sparking -- information.
Scoop.it!
From
hyken
What’s the Loyalty Gap in your business? Do you understand your customers’ buying patterns? Do you know why they come back?
Scoop.it!
From
hyken
Think about a time when you had a problem, and it was resolved to your satisfaction. This 5-step process works for small and big problems.
James Schreier's insight:
Surprised me a little bit at the time, but I really enjoyed the customer workshops I led which included this topic. I found the "attitude" component and the creativity element very interesting.
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Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue.
James Schreier's insight:
With a reference to the classic "Paradox of Choice!"
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A new concept opened yesterday on Third Avenue in New York City’s Upper East Side
James Schreier's insight:
It's just an experiment for now -- but a fascinating move to, as the headline says, treat delivery drivers like customers. It's worth listening to.
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Consumers are demanding more personalized experiences, which requires investment in better marketing approaches. How can you acquire new customers and build lifelong relationships with existing customers with the budget constraints many marketers are now facing? It looks like you’ll have to start thinking differently about the problem.
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Customer satisfaction is at near-historic lows. Solve the workplace's biggest problem by following these three steps for customer engagement.
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From
hyken
So, are you an employee who’s willing to share your ideas with leadership? Or are you an executive who’s willing to listen?
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From
hyken
The consistency of Amazon getting it right, fast service, value in the Prime membership, and frequent communication fuel confidence.
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Never Lose a Customer Again because business is hard to get you dont want to surrender it easily. It takes much more work to get a new client than to keep one.
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Engaging consumers in their natural habitat helps you glean insights that would never be visible in a spreadsheet.
James Schreier's insight:
For every client that I conducted customer service training for, the ideas discussed here were a key part of my preparation and on-going workshops. Talking with customers, with frontline workers, working alongside when possible -- a key dynamic!
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Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction, frustration, lost revenue, and negative word of mouth. You should encourage your staff and supervisors to intelligently go beyond the norm. They need to be trained that it is ok to say “no” and how to do it effectively — and they need to be trained and empowered to be creative, understanding that it will not always be successful and may take a bit of extra time.
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From
hyken
What extraordinary experiences do you create for your customers that make a Five-star experience? Start with these ideas.
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However, your feedback system must be a two-way street to build a sustainable performance culture. Employees should feel comfortable enough to share their opinions with the leadership. This way, a company can seize every opportunity for improvement, whether in the workforce or the leadership.
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The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of deployments and through their availability, people get to use them more and more, such as Apple’s Siri, Amazon’s Alexa, or Google’s Assistant.
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From
hyken
There's a trust gap between customers and the companies and brands they do business with. The goal is no trust gap. Here are six ways.
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An amazing customer experience is about a consistent and predictable experience that makes customers trust you and come back.
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I love "outstanding" customer service stories -- QBQ is a great source!