ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are my top five picks from last week.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? Here are my top five picks from last week.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. How to Create a Positive Customer Experience Through Personalization by Greg Chen.

Customer Service 76

Customer Service Retail B2B B2C 76

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. How to Staff Your New Social Customer Service Team by J ulian Nguyen.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

The DiJulius Group

JANUARY 4, 2017

In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts […].

Customer Service 45

Customer Service Customers Management Customer Service Training 45

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Customer Service Lessons from the Pump by Jeremy Watkin. What happened?

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Customer Loyalty: Obligation or Happy Marriage?

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! This is reactive customer service.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Take Starbucks as an example.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. 20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) Groove) These books will change the way you look at customer support. Here are my top five picks from last week. by Len Markidan. Happy Reading! Happy Reading!

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 48

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Here are 6 tips that can help you write a perfect customer support email every time. by Ian Golding.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Customers That Stick

FEBRUARY 11, 2020

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. » Related Stories What Are The Worst Customer Service Job Responsibilities? Attitude by Jeffrey Gitomer (a One Win Book Review) What Does Customer Service Teach You?

Customer Service Training 78

Customer Service Training Customer Service Training Communication 78

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Customers That Stick

SEPTEMBER 19, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service Customers Customer Service Training Training 60

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Training 48

Training Customer Service Customer Service Representative Customer Service Training 48

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Here are my top five picks from last week.

Customer Service 48

Customer Service Airlines Social Media Software 48

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Published in Provide Support Blog , 2016.

Customer Service 40

Customer Service How To Social Media Consulting 40

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. The benefits are innumerable.(.).

Training 40

Training Customer Service Leadership Innovation 40

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2016, some onshore call center workers at Verizon engaged in a seven-week strike in the Philippines.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

DECEMBER 14, 2016

When it comes to customer service, everyone can be a leader. With that in mind, what I’m about to share isn’t as much about customer service (although it could be) as it is about stepping up with the characteristics and traits that can make you a leader – someone others want to emulate and act like. .

Customer Service Training 48

Customer Service Training Video Course Customer Service 48