How to Choose the Right Customer Service Strategy (Infographic)
DECEMBER 29, 2015
Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. The great customer service begins with being employee focused. Read more.
Adding Real Value Through an Effective Customer Service Strategy
OCTOBER 17, 2016
Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. The pressure is building on businesses to ensure they have a customer service strategy in place in order to meet ever-evolving customer demands.
Customer Service Strategy: Is The Customer Always Right?
OCTOBER 17, 2016
“The Customer is Always Right!” What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? Not all customers are worth keeping. “Some customers are good; some are bad – use your judgment”? apparent.
Journey Mapping = Effective Customer Service Strategy
Heart of the Customer
FEBRUARY 3, 2016
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. The post Journey Mapping = Effective Customer Service Strategy appeared first on Heart of the Customer. Customer Experience
A Big Trend in Customer Experience (CX): Convenience
JULY 6, 2016
Competitive Strategy. In a competitive business world, price, selection, customer service and innovation are major reasons customers might choose one company over another. Many will argue that convenience is part of customer service or the customer experience. They aren’t as crowded, so a customer can get in and out much quicker. They thrive.
4 Tips for Ensuring Your Customers Are Treated Better
AUGUST 3, 2016
While one could argue that it was my sister’s fault, Brenda’s focus was on taking care of her customer and immediately activated the auto-pay, waived penalties and interest owed as well as the fees for disconnection and emergency reactivation. Great ending to a customer service story, but it doesn’t end there. Common sense says, “Take care of the customer.”. Not Brenda.
Intelligent Assistants – Your Breakthrough Self Service Strategy
FEBRUARY 16, 2016
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. We concluded that Intelligent Assistants are not just a channel shift strategy. At the very least, they are a transformational opportunity to redefine customer engagement. The rest was custom tuning for that particular audience’s vocabulary. How so?
5 Top Customer Service Articles For the Week of January 9, 2017
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. Building Long Term Customer Loyalty in Disposable Times by Deborah Shane.
Guest Blog: Is Your Contact Center Prepared to Handle Breaking News?
FEBRUARY 24, 2017
Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. How will agents get the news they need to share with customers? By having a plan in place, you can go a long way to prevent agents from saying something incorrect or even potentially damaging to a customer. Shep Hyken. The following are key areas to consider.
Where We Are Really At In Omni-Channel
JUNE 8, 2015
I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Customer hubs. How Customers Left Brands In The Dust. In this post we will start with customers and what they have done so far. So back to the question of multi-channel adoption, how are customers doing? It’s an ecosystem refresh through and through.
Amazing Business Radio: Jeremy Watkin
FEBRUARY 7, 2017
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. Customer Service Stop Words.
5 Top Customer Service Articles For the Week of March 13, 2017
MARCH 13, 2017
Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. A Recipe for Consistent Customer Service: 5 Key Ingredients by Jeremy Watkin.
Preparing for Increased Call Complexity in the Contact Center
JULY 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends customer service strategy customer strategy
Guest Blog: 4 Clear Links Between Customer Service and Online Reviews
FEBRUARY 17, 2017
This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life. 1.Good customer service boosts positive reviews. Shep Hyken.
5 Top Customer Service Articles For the Week of December 12, 2016
DECEMBER 12, 2016
Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience. Unique.
Guest Blog: How Messaging Will Change Your Customer Service, Forever
OCTOBER 14, 2016
This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? What will this mean for the way you do service – and how will it impact your customer communications?
Guest Blog: What Improvisation Teaches Us About Customer Service
AUGUST 12, 2016
This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Few customer service interactions are exactly the same.
Amazing Business Radio: Bob Thompson
AUGUST 9, 2016
How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” If you want to create more customer loyalty (and who doesn’t), you can’t miss this episode! Bob Thompson Talks About.
Got These On Your 2016-2019 Service Roadmap?
JANUARY 29, 2016
Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service. Self Service. Customer Service.
5 Top Customer Service Articles For the Week of November 7, 2016
NOVEMBER 7, 2016
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. Three Types of Angry Customers and How to Handle Them by Sharpen.
5 Top Customer Service Articles For the Week of August 1, 2016
AUGUST 1, 2016
Each week I read a number of customer service articles from various online resources. There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience.
Guest Blog: Why Knowledge Base Integration with Live Chat Is Important for Better Customer Support
JANUARY 20, 2017
This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. How exactly can good customer service improve your business?
Making the Right Investments in Customer Care
MAY 12, 2015
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train agents, the culture of the customer care organization, and, ultimately, the experiences that customers are receiving. We've all seen it before.
Ways to Improve Customer Service
MAY 29, 2016
Customer service can make or break your bottom line. Customers expect an effortless experience when engaging with your brand for support, answers and issue resolution. Here are 8 important tactics you should implement for a killer customer service strategy
Guest Blog: How Small Software Companies Can Provide Awesome Customer Support Without Going 24/7
AUGUST 19, 2016
This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Here are a couple ways to make your customers happy, while being lean on resources. Shep Hyken.
12 Reasons I Want Customer Service on Social Media
NOVEMBER 24, 2015
Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more. 2003 - 2015 Provide Support LLC.
See through the eyes of your customer to deliver outstanding service
AUGUST 15, 2016
A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. What do customers want? Focus on the outcome.
Guest Blog: Customer Service Leadership – Using VUCA Leadership Principles
SEPTEMBER 2, 2016
This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership. To address VUCA, the ‘solution strategy’ is to change the words and address the problem. Shep Hyken.
Customer service journey map can lead to instant gratification
JANUARY 6, 2016
How’s this for a customer service strategy: Instant Gratification. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. And much of the company’s success was a product of Frank’s enthusiasm for the customer. How can you provide Instant Gratification for the customer?
If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast! - Frank Reactions
MAY 26, 2015
How To Sell Senior Executives on Customer Experience Improvement More from the CXPA Insight Exchange on today’s episode, including an interview with Lorraine Schumacher, Director of Marketing Transformation (previously the Director of Customer Service Strategy & Planning) at Verizon. She’s taken … Continue Reading → The post If You Are Struggling to Improve Customer Experience in a Large Organization, Check Out This Podcast! B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Process Shows customer experience
Five customer service tactics to increase sales
OCTOBER 12, 2015
To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. It is more about the way you engage your customers and how you make them feel comfortable about doing business with you now and in the future. It is everyone’s job.
15 Customer Retention Strategies for Long-Term Customer Loyalty
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. Relationship Marketing Strategies. Enhance your blog. eBooks.
Is Twitter THE Channel for Customer Service?
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. Twitter makes the pitch this way: The introduction of the 1-800 number changed the way brands approached customer service.
Empower Your Team With A Customer Service Philosophy
SEPTEMBER 29, 2016
Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. Instead, a customer service philosophy is a mindset that has to come from the core of the company.
2016’s Top Trend: Omni-Channel
DECEMBER 7, 2015
For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice. Customer ServiceYou need a new flight.
How to Provide a Better Customer Experience by Going the Extra Mile
MARCH 24, 2016
It describes people who provide better customer service, do a little more than expected and try a little harder. This is a great concept for customer service and is further enhanced by Roger Staubach, the Hall-of-Fame football player who played quarterback for the Dallas Cowboys. Simple: Give the customer more than they thought they were going to get.
Which Channels do Customers Trust the Most?
OCTOBER 18, 2016
If you’re in Customer Service, you’ve heard of “omnichannel”. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Which channels do customers trust the most? Which channels do customers perceive as low-effort? Customers Text Honestly. Voice of the Customer (VOC) is an integral part of many organizations’ customer service strategies, but it is most useful when the responses are truthful.