ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. After just one bad customer support experience, trust in a brand is gone forever. Ever been put on hold for three hours?

Social Media 75

Social Media Video Case Study Customers 75

ECXO

JUNE 20, 2023

Business customers care about what your brand stands for. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. Trust is an emotion.

B2B 122

B2B Brands Innovation Government 122

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Stella Connect

MAY 4, 2017

Moving From Omni-Channel To A Channel-Less Customer Experience ”. Five Ways to Create Customer Loyalty ” (with video). How you build your team, and manage them day to day, can have a dramatic impact on customer satisfaction and loyalty. Here’s a sampling of articles and posts that really resonate with us.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining.

Customer Service 83

Customer Service Social Media Retail Transportation 83

Verint

JANUARY 30, 2018

Two customers responded. It related the company’s experience with the product and provided tips on setting up categories and being sure to take both the foundational and advanced training. Our philosophy is that any amount of time engaging with customers is time well spent. One stated, “It’s the best product out there.”

Conference 38

Conference Analytics Guidelines Interaction 38

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C3Centricity

DECEMBER 3, 2018

Read on for some of the most useful tips I’ve seen on the topic of adopting a customer first strategy. A customer first strategy is not that difficult to implement. Just think customer first in everything you do! CustomerFirst #CEX #CRM #Customer Click To Tweet. in 2017, down from a 2.2%

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

Customer Service 77

Customer Service Infographics Metrics Loyalty 77

Call Experts

APRIL 28, 2022

In addition, agents should strive to be helpful and selfless, making the experience more enjoyable for both the customer and the company. While exemplary customer service isn’t possible in every industry, some businesses have been praised for excellent customer care. Taking care of the customer’s needs.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Social Media 52

ReviewTrackers

JULY 17, 2017

2017 Local Search and Online Reviews Survey ). Customers have now transformed social channels into customer care centers to get their issues resolved or offer feedback about their experiences, and they expect a response. See also: “ Do Customers Expect Responses to Online Reviews? ”. ReviewTrackers ).

Customer Experience 112

Customer Experience Social Media Hotels Consumers 112

ShepHyken

AUGUST 21, 2017

Tips On How To Handle Racist Customers by Kelechi Okeke. CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers? Here are tips on how to handle racist or bigoted customers. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Introduction. Download Now. Add a Link.

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Thematic

NOVEMBER 13, 2018

In addition, with a well-implemented VOC program, you can better retain your customers – think higher customer loyalty scores, less churn, and a higher customer lifetime value, thanks to repeat purchases. Indirect feedback: When customers talk about the company but not necessarily to it. Strategy comes first.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101