ShepHyken

NOVEMBER 14, 2022

Even if you’re in a big company, I bet there is something you’ll learn from these ideas and strategies.) Loyalty and repeat customers are up for grabs. Companies are struggling, and if they don’t manage the problems well, customers notice. My Comment: I’m a big fan of reducing customer effort and eliminating friction.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

APRIL 11, 2022

What happens when the discounts are so big that a company loses money? My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. Or, do they?

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

DECEMBER 5, 2022

But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life. Understanding what gives your customers “gratification” will help you meet and exceed their expectations.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. s latest annual study on customer experience, which analyzed 96,211 U.S. That’s according to Forrester Research Inc.’s

Customer Service 67

Customer Service Sports Customer Journeys Government 67

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 21, 2022

15 Stats About Post-Covid Customer Service by Blake Morgan. Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world. Chief on that list is updating customer service efforts.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JANUARY 31, 2022

Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. In short, a company that builds trust has the potential to make more money. This article shares ten ways to create trust, which in a sense, are ten ways to create a better customer experience. The result is they defect.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Want to “deliver delight” to your customers?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. Power 2022 North America Airline Satisfaction Study. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

MAY 23, 2022

My Comment: We dread the complaining customer, but the reality is that when a complainer has a great experience (problem resolved with the right attitude), that customer has a higher opinion of the company than if there wasn’t ever a problem. 8 Customer Service Standards That Will Elevate Your Business by Allison Gauss.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Some training courses are designed for all employees.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

SEPTEMBER 26, 2022

These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. And with large companies deploying the latest technology at speed, those who don’t maintain pace risk getting left behind. My Comment : I’m often asked which metrics measure customer experience best.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

FEBRUARY 21, 2022

Are Lifelike Digital Humans the Future of Customer Experience? TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

JUNE 6, 2022

The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. And it all starts with the first contact when the customer visits the website. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

MAY 9, 2022

Just because a customer comes back again and again, doesn’t mean they are loyal to your company. 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. These reminders are what we need to remember.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

APRIL 25, 2022

They are the front-line ambassadors of the company that help get customers to come back, generate revenue, and create raving fans. Why the Next Big Marketing Opportunity is: In-App Customer Service by Eric Vermillion. MarTech Series) Good news: Customer service doesn’t have to be a battle of customer vs. company.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

JANUARY 17, 2022

This time it’s from my friend and fellow customer service expert, John DiJulius. John shares six important ways to create a company focused on customer service. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta. Employee roulette is a problem most organizations have.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 28, 2022

(The Apopka Voice) Your business can’t operate and grow unless you have steady and paying customers. You not only need consumers to make purchases from you but you also need ways to turn them into returning customers who are pleased with your company and brand. First, make it easy for customers to get in touch.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

JANUARY 10, 2022

The Michelli Experience) Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

APRIL 18, 2022

Why Customer Service is Important: 10 Reasons to Prioritize It by Erika Trujillo. The Groove Blog) Providing customer support can take up a lot of time and energy, which is why traditional customer service is often seen as a cost center. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

MAY 16, 2023

The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. 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.

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 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. You like the employees. .

Customer Service Training 131

Customer Service Training Customers Customer Service Customer Experience 131

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. Chain Store Age) Customer service can make — or break — the shopping experience. and the U.K.,

Customer Service 78

Customer Service Social Media Call Center Retail 78

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). Even with the right people, they haven’t properly trained them.

Culture 107

Culture Customer Service Poor Customer Service Leadership 107

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience. Utilizing social media for customer service.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JANUARY 2, 2023

CustomerThink) Change encourages adjustment, after all, and retailers had a lot to adjust to in 2022. When it comes to creating the “best” customer experience, don’t forget what happens before the sale. 7 Low-Cost Customer Service Options That a New Business Could Use by StartupGuys.net. Here are six big ones.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!) Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

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: Is your customer service training program delivering desired results?

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

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. The beginning of the article references Asian companies.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

AUGUST 8, 2022

(FastCasual) Building a customer retention program is important for improving the lifetime value of current customers, which can make up a large portion of your restaurant’s revenue. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

AUGUST 6, 2023

As a result, consumers carry higher expectations for customer service than ever before – and they will vote with their feet when these demands are not met. Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

NOVEMBER 7, 2022

An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. My Comment: People like doing business with companies and brands that they know, like, and trust. The knowing and liking is easy.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

DECEMBER 27, 2021

And I love the closing line: “Don’t let somebody else tell your company’s story.”. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. 9 Must Read Books for Marketers to Start 2022 by Drew Neisser. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 73

Customer Service Tips Fashion Call Center 73

Stella Connect

NOVEMBER 29, 2021

According to our survey, about half of customers who have a negative interaction will tell their friends and family to stop buying from the brand and more than half (about 60%) will stop buying from the brand. . Brands that leverage real-time VoC data can improve the customer experience by: Driving product innovations. The good news?

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84