ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

JUNE 6, 2023

As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

APRIL 4, 2023

Our customer service research finds almost half of American consumers are willing to pay more for good service. That means they will probably tip, too – when it’s deserved. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Tips 124

Tips Self Service Hotels Customer Service Training 124

ShepHyken

JANUARY 3, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

FEBRUARY 19, 2023

Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them. My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever. How Customer Experience Drives Business Growth by Dildeep Singh.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Connect with Shep on LinkedIn.

Customer Service Training 62

Customer Service Training Customer Service Connections Sales 62

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business.

How To 134

How To Retail Advertising Customer Service Training 134

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 23, 2022

Here is everything from analyzing the customer’s journey to response/hold times – and much more. While there might not be anything new, you’ll find some important reminders that will help you stay customer-focused. Deliver Frictionless CX for Today’s On-the-Go Consumers by Einat Weiss, NICE CXone. (No

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 87

Study Survey Customer Service Training Customer Service 87

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 78

Study Survey Customer Service Training Customer Service 78

ShepHyken

MAY 16, 2022

(CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. What makes a consumer tick? How can we transmute our brand to connect emotionally with our consumers to evoke human-like connotations and synergy? What is important to them?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

DECEMBER 20, 2017

That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt. Follow on Twitter: @Hyken.

Customer Service 110

Customer Service Competitive Advantage B2C Culture 110

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JULY 9, 2018

(I especially like the first one, which is to treat new customers better than your loyal customers.). Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. And AI is changing the customer experience! The graphic shows what AI is, what it isn’t, what it will look like in the future and more.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. There will always be things we don’t know about how consumers think. However, researchers have been collecting data on customer service satisfaction for years.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 18, 2019

Leverage AI To Remove Friction From The Customer Service Experience by Puneet Mehta. Forbes) Customer service could pose the biggest threat to companies in today’s consumer-centric culture. My Comment: You can’t ignore the importance and improvements in the world of AI in customer service.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JANUARY 23, 2017

(Sharpen) Here’s part II in our series about the future of customer experience. We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

FEBRUARY 14, 2018

If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. A recent study by Aspect found that 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 23, 2017

The likelihood that people will spend more and buy more often dramatically increases when you personalize your customer’s experience. Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham. My Comment: Is customer service the number one priority?

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Customers That Stick

AUGUST 11, 2015

Depending on your industry, that percentage may or may not be higher, but I think it’s safe to say that Twitter alone is not going to cut it for any major consumer brand. Can Twitter be THE Social Customer Service Channel? One of the core ideas of omnichannel strategy is meeting customers where they want to communicate with you.

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

ShepHyken

MARCH 13, 2017

(TCFCR) Retailers would be wise to take direction from successful B-to-B enterprises and learn how to handle new customers, how to better serve the consumer, and mirror the way new business accounts are valued and coddled. My Comment: So many articles on customer service focus on the retail industry (B-2-C).

Social Media 90

Social Media Customer Service Infographics Retail 90

ShepHyken

JANUARY 29, 2018

How To Make A Customer by David Beaumont. CXService 360) Make a customer??? If you take a look around, every product or service that you consume has been made. So, how does this work with the customer? My Comment: The title of this article intrigued me: “How to Make a Customer.” What does that mean?

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82