Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right?

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. The author has an interesting twist and discusses the move from a customer journey map to a customer experience map.

Customer Journeys 79

Customer Journeys Customer Service Infographics Innovation 79

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. They can tell you what delights customers and what frustrates them and, perhaps more importantly, they can tell you “why.” They are with your customers every day, and they may know more about them that just about anyone else in your company.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forward-looking enterprises are especially keen to leverage AI for customer service, a cost center that traditionally scales linearly with revenue.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Here are my top five picks from last week.

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. My Comment: Thomas A.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. It’s simple: Care about your customers. to your customers. by Tiago Paiva.

Customer Service 80

Customer Service Retail Airlines Innovation 80

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. Just think customer first in everything you do.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. Companies are embracing customer data as a purposeful way to deliver a personalized experience, which can lead to repeat business.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Here are my top five picks from last week.

Customer Service 83

Customer Service Social Media Retail Transportation 83

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

Provide Support

SEPTEMBER 18, 2017

Chat etiquette plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Examples 111

Examples Customer Service Guidelines Customer Service Training 111

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? And, the article makes a great point.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

SEPTEMBER 25, 2017

by Each week I read a number of customer service articles from various online resources. It’s the same with customers who leave online reviews. The ones from the customers you want to keep – which is all of them! Voice of the Customer Decoded: 4 Tips to Make the Most of Feedback by Susan Ganeshan.

Customer Service 74

Customer Service Social Media Tips B2B 74

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Individual agent metric 2.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. My Comment: The airline industry is a hot topic in the world of customer service. My Comment: Who should own CX?

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

JANUARY 9, 2017

Each week I read a number of customer service articles from various online resources. High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Here are my top five picks from last week.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. (IBM)

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

Customer Service 125

Customer Service Chatbots Customer Service Training NPS 125

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Self Service 48

Self Service Social Media Customer Service Fashion 48