ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: Here is a short article with ten tips from hotelier Rupesh Patel. Want Loyal Customers? by AJ Agrawal .

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. But how do you achieve this?

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

MAY 8, 2017

My Comment: Here is a deeper dive into the concept of “Customer First.” ” There are plenty of stats and facts – and some charts – to back up the concept that a customer-focused approach should be at the top of your list for your organization’s culture and strategy. A great resource!

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

JANUARY 9, 2017

It starts with getting the customer to come back next time. This short article has a number of tips that will drive the “next time customer.” Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

JANUARY 16, 2017

At the end of their experience, you want your customers to say, “I want to come back for the sequel.”. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MARCH 27, 2017

Sure, things have changed, but the fundamentals can still be found in many of the “new ways” we approach creating customer loyalty. My Comment: This is a HUGE list of 100 tips. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

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. Did you miss some of these great insights recently tweeted by customer care influencers and experts?

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

JANUARY 23, 2017

Let’s look at three ways you can use marketing and customer experience to engage your customers. My Comment: This excellent article has three powerful tips. I especially love number three… that prospective customers watch how you treat current customers. For information contact or www.hyken.com.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 6, 2017

Customers who are willing to recommend you to their friends and colleagues are your best marketing. This article has eleven “data drive” reasons customer advocacy is important and seven tips on how to increase advocacy. How to Build Trust with Internal Customers by Elaine Fogel. There is something here for everyone.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Here are my top five picks from last week.

Customer Service 82

Customer Service Chatbots Retail B2C 82

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. For the next few months, I am exploring each one of my seven tips in a little more detail. I look forward to writing about the next five tips in 2017.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

NOVEMBER 20, 2017

23 CX Experts Reveal the Best Ways to Measure Customer Experience Success by Editor. Editor Guided Selling) We reached out to 23 customer experience experts and asked them two key questions: 1) What is your #1 tip for prioritizing CX initiatives? 2) What are your favorite metrics to measure the success of CX initiatives and why?

Customer Service 37

Customer Service Self Service Case Study Competitive Advantage 37

ShepHyken

OCTOBER 17, 2016

Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. CustomerThink) not only can your company build and retain customer loyalty through an improved, invigorated customer experience in 2017, you will likely own a valuable strategic advantage over competitors if you invest in that experience today.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers. Great resource!

Customer Service 92

Customer Service Social Media Tips Trends 92

Horizon CX

MAY 14, 2018

Further investigating change management for a curriculum I’m developing, I ran into an interesting article in the November-December 2017 issue of Harvard Business Review written by N. Customer Focus (CX insights and integrated solutions). Either way, the goals, and objectives are essentially identical.

Leadership 100

Leadership Customer Focused Tips Management 100

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Social Media 23

Social Media Customer Service Retail Loyalty 23

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Customer Service 75

Customer Service Airlines CRM Social Media 75

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 16

Customer Service Social Media Chatbots Ecommerce 16

ShepHyken

NOVEMBER 13, 2017

(Entrepreneur) If your chatbot is aggravating customers, human error is to blame. It has some important tips about how-to and why you should (and should not) move into using Chatbots and AI. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. AI and chatbots are not fads.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Verint

AUGUST 31, 2017

Engage APAC Customer and Partner Conference 2017. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement.

Culture 27

Culture Engagement Customer Service Conference 27

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. 7 Tips For Fostering Loyalty In Your Customers by Sophie Andrews. For information contact or www.hyken.com.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Survicate

SEPTEMBER 13, 2018

Survicate customer since: October 2017. Now, people who aren’t ready to start their business receive an email with useful tips and articles, such as How to Succeed at a Side Hustle When You’re Working Full-Time. Michael admits, “ it’s one of the most common scenarios of our customers. 30+ employees. Email surveys.

ROI 61

ROI Case Study Survey Feedback 61

Verint

OCTOBER 2, 2017

This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. Sitecore Symposium 2017. October 16-19; Las Vegas, Nevada.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30

Beyond Philosophy

DECEMBER 20, 2016

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience. 10 BIG Ideas for Customer-Centric Success. Top 7 Tips to Create a Customer-Centric Culture. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

ShepHyken

MAY 1, 2017

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. 7 Tips to Turn First Time Shoppers Into Repeat Customers by Richard Shapiro. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Social Media Retail Transportation 82

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

ShepHyken

SEPTEMBER 25, 2017

It’s the same with customers who leave online reviews. The ones from the customers you want to keep – which is all of them! Voice of the Customer Decoded: 4 Tips to Make the Most of Feedback by Susan Ganeshan. Which ones should you answer? For information contact (314)692-2200 or www.hyken.com.

Customer Service 74

Customer Service Social Media Tips B2B 74

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. This blog originally ran on Customer Think on September 8, 2017.

Survey 32

Survey Gamification Feedback Guidelines 32

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130