ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

FEBRUARY 19, 2018

(SearchCRM) CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what’s the actual implementation cost? By the time it reaches a customer serv ice professional, there may be a higher level of frustration, if not even anger.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. Utilize a company with customizable call center services. Ensure their representatives are adequately trained.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Deeksha Dadu.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

JUNE 3, 2016

If we give you good service, your group will bring its business back here and not to the competition.”. I was so impressed, I wrote a letter to the hotel manager saying, “Congratulations on your customer service training and expectations. Isn’t that a marvelous attitude from someone on the frontlines?

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

Comm100

APRIL 16, 2018

“The golden rule” is advocated whereby each customer is to be treated as an interesting and dignified person. According to Lessons from the Mouse, when customer care agents develop this mindset, they take on every interaction as a chance to share with an interesting person, and as a result, the customer experience is improved.

Effort Score 105

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 105

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

AUGUST 1, 2016

” Customers want access to a quick solution. That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler. These are great ideas that almost any customer service/experience innovation program can benefit from.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. My Comment: AI fueled customer service is under a microscope. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Instead, it’s a by-product of the transactional approach to customer conversations.

Customer Engagement 65

Customer Engagement Engagement Contact Center Self Service 65