ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: Embodying your brand’s voice and values.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Tips for Success with Subscription Business Models by Amanda Davis. In 2009 only 18% of the value of the top 100 brands was in subscriptions. Customer Experience Is Getting Worse by Katie Deighton. Sign Me Up!

Customer Service 68

Customer Service Sports Customer Journeys Government 68

ShepHyken

MAY 9, 2022

Consider these stats from the article: 67% of customers who frequently buy from the same company say they’re not necessarily loyal to that company. And 81% of consumers who define themselves as loyal to certain brands say they’d still buy from competitors if it was cheaper or more convenient to do so. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Tips e-support Loyalty 68

ShepHyken

MAY 23, 2022

Our customer service research found that convenience (as in no friction) makes price less relevant and gives companies and brands a competitive edge. This article emphasizes the importance of eliminating friction and shares some ideas to help your customer support team provide better service.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

JANUARY 31, 2022

Building that trust starts with the very first interaction you have with your customers, and it should continue through every interaction you have following that initial one. Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. State of the Contact Center 2022 by Fonolo.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple.

Net Promoter Score 68

Net Promoter Score Customer Service Hospitality Hotels 68

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. Measure Outcomes, Not Indicators by Mike Cooper.

Customer Service 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

MAY 16, 2023

This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made. According to the American Psychological Association, in 2022, approximately 40-50% of first marriages end in divorce. And the No.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 124

Chief Customer Officer Effort Score Policies Customer Service Training 124

ShepHyken

JANUARY 2, 2023

Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Use these four tips to create a customer loyalty program that will give you the highest return on your investment. My Comment: How do we create customer loyalty? by Matt Bertram.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Once again, another list of tips and tactics to keep your customers satisfied. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Here are my top five picks from last week.

Customer Service 86

Customer Service Chatbots Retail B2C 86

ShepHyken

JULY 11, 2022

They also need to win them over — a process that starts and ends with a good customer experience (CX). Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. It’s part of the customer experience. I’m not sure why.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

NOVEMBER 7, 2022

My Comment: People like doing business with companies and brands that they know, like, and trust. Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. While some of these are very common sense, it surprises me that more people/companies don’t use these tips. The first is a functional need.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

NOVEMBER 28, 2022

In this article by Tomas Hult, part of the team that brings you the American Customer Satisfaction Index , you will learn the importance and power of the CEO, president, or owner of a company spending time on the frontline, hearing from, learning from and answering customers questions, comments, and complaints. by Debbie Laskey.

Customer Service 13

Customer Service Contact Center Case Study Tips 13

ShepHyken

SEPTEMBER 12, 2022

Their legendary use of social media is no exception, and if we as marketers are willing to shed a bias or two, there are three surprising lessons from Zappos that can transform how brands and agencies derive value from our social media investments. Customer Brand Preference and Decisions: Gallup’s 70/30 Principle by Ryan Pendell.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

OCTOBER 31, 2022

3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. You don’t want to scare your customers away. But that is exactly what some companies and brands do. You don’t want scary CX, do you?

Customer Service 12

Customer Service Social Media Advertising Retail 12

ShepHyken

AUGUST 15, 2022

For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship. It helps build eVoicngagement, nurture advocates, and, most importantly, build brand fidelity. Why ask the customer to spend time giving you feedback if you don’t plan to do anything with it?

Customer Service 13

Customer Service Survey Tips Feedback 13

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. by Andrew Reid.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. My Comment: There are many ways customers can reach out for support. You do if your customers are there. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

OCTOBER 17, 2022

Nine specific ideas, tips, strategies, and/or tactics (whatever you want to call them – even commandments) that will create a better customer or client experience. The always-on customer expects brands to be ready to do business at all hours of the day, and they expect exceptional customer service to go with it.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

SmartKarrot

FEBRUARY 15, 2022

Franz hosts top customer experience thought leaders on the chat and shares their perspectives, tips, and workarounds regarding customer experience. Bill Quiseng is a well-known blogger and professional speaker who gives valuable keynote sessions on customer service. Bill Quiseng. Chelsea Krost. Evan Shumeyko.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JANUARY 30, 2023

Start your thinking about how this technology will impact customer support and CX by reading this article. The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. That concerns me!

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

MARCH 20, 2023

Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. He also shares some fantastic tips to consider as you’re creating the journey map for your organization. Contact numbers are hard to find.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 21, 2022

This article includes some excellent tips for online (and traditional) retailers. Mastercard) The relationship between consumers and brands has never been as deep — or as complicated — as it is today. The shift to digital has fundamentally changed the conversation around brand loyalty from both sides of the equation.

Customer Service 13

Customer Service Net Promoter Score Government NPS 13

ShepHyken

APRIL 4, 2022

Today an EX is more important than ever in delivering the CX you want your customers to enjoy. Three Tips For Staffing Your CX Team by Judy Weader. Forrester) There’s no one way to build a customer experience (CX) team, no single structure that is the perfect model for every organization. Follow on Twitter: @Hyken.

Customer Service 73

Customer Service Trends Tips Customer Service Training 73

ShepHyken

FEBRUARY 5, 2023

The first on this list is: “Stop calling it customer experience!” There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do. federal government services leaps from 63.4 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. Now that’s intriguing.

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

The first on this list is: “Stop calling it customer experience!” There are a number of practical tips and ideas on how to do the right thing, but knowing what not to do. federal government services leaps from 63.4 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. Now that’s intriguing.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62