ShepHyken

OCTOBER 16, 2017

This excellent post by Annette focuses on how to prove the ROI on CX for the C-Suite. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

ShepHyken

JANUARY 2, 2017

Customer Feedback: How To Ask For And Implement It by Lauren Dowdle. Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. Follow on Twitter: @Hyken.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MARCH 6, 2017

My Comment: This interview with Ricardo Gulko has some excellent insight into what’s trending in the world of customer service. In addition he shares a few tips that will help any organization deliver a better customer service experience. How to Get Better Customer Service, and Skip the Rage by Christopher Mele.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

AUGUST 28, 2017

(Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

ShepHyken

APRIL 17, 2017

My Comment: If you want more referrals, then make it easy for your customers to give you referrals. Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

ShepHyken

MARCH 20, 2017

Here are three tips for writing a heartfelt apology to a customer. My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. This is a short article about how to apologize. Want to Build Customer Loyalty? It’s simple. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JUNE 5, 2017

So, how does a company (or industry) pick itself up and get back on track? Nick Francis of Help Scout shares some insights on exactly how to go about it. Brands unclear who should take responsibility for customer experience by Charlotte Rogers. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

MAY 15, 2017

Be sure to share this with others in your organization that could benefit from ideas to build long-term successful relationships with their customers and clients. How to Be 2 Steps Ahead in Anticipating Your Customer Needs by Adam Rogers. It’s actually an eBook, and it is loaded with great information that you will use.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

SEPTEMBER 4, 2017

My Comment: This short article is about using visuals like screen sharing and video to support customers. I love using video as a way to deliver a great self-service customer support solution. The best videos are “how to” videos that teach customers how to best use your products and services.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

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

Provide Support

SEPTEMBER 18, 2017

It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level? © 2003 - 2017 Provide Support LLC. Read more.

Examples 111

Examples Customer Service Guidelines Customer Service Training 111

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. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

OCTOBER 9, 2017

And, from the story in this article, they give their customers a chance to make things right with dignity and respect. While not typical customer service, this shows you how a company knows how to treat their customers, even when they are wrong. by Ricardo Saltz . It takes both. Follow on Twitter: @Hyken.

Customer Service 41

Customer Service eBook CRM Customer Service Training 41

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. If repeat customers are gold, loyal customers are platinum.

Customer Service 84

Customer Service Chatbots Retail B2C 84

Myra Golden

DECEMBER 13, 2017

How did 2017 go for you? Employees still struggling with how to control calls with unreasonable customers? Your customer experience still not where you know it needs to be? The real question is: how will you gear up to make 2018 better? There’s no sense stressing over 2017’s results.

Training 51

Training Customer Service Training Course Connections 51

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. Get inspired by the potential for your business and gain insights on how to develop your own personalization strategy and program. Discover how to turn the one-to-one dream into a reality. And, it’s free.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

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. They do, and this article has some interesting ideas on how to best work with this generation. Customer Service Tip: Just Be Nice by George Aveling.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

ShepHyken

JULY 31, 2017

My Comment: Why do certain businesses create angry customers? This article sheds some light on the topic with a few reasons it can happen, along with some strategies and tactics on how to avoid them. By the way, it’s usually not the product that causes the customer to become angry. For information contact or www.hyken.com.

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

ShepHyken

JULY 17, 2017

3 Ways Companies Can Simplify Customer Service and Make People Happier by Mary Shacklett. TechRepublic) Nothing frustrates a customer more than repeating their issue over and over again. Here’s how to simplify online and phone customer service so your company can avoid that situation.

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. They do, and this article has some interesting ideas on how to best work with this generation. Customer Service Tip: Just Be Nice by George Aveling.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

OCTOBER 18, 2021

You still want to measure the current behavior of the customer. Do they come back, how often, and how much they spend. That information, along with feedback, is a great start to knowing how to create the experience that gets customers to say, “I’ll be back.”. I enjoyed it and hope you will, too.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

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.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

OCTOBER 17, 2016

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

DECEMBER 26, 2016

Before you can start to work on loyalty, it’s a good idea to know why customers aren’t loyal. The Magic of Customer Experience: Lessons from Disney on How to Improve the Customer Journey by Justyna Polaczyk. My Comment: How does Disney manage the customer journey? Follow on Twitter: @Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

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. They are an excellent way to deliver service for the right reasons. AI and chatbots are not fads. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Comm100

NOVEMBER 3, 2017

For example, Marketing could be trained on the best practices for developing social media campaigns and engaging audiences through social media, while Human Resources could be trained on how to use social media platforms to attract the best prospective candidates to work for the company. Social Media Training Options.

Social Media 112

Social Media Course Training Marketing 112

ViiBE Blog

APRIL 19, 2021

Have a system in place to record feedback every time customers complain. Create training programs built around this feedback. Service recovery can turn a frustrated customer into a satisfied one. How to elaborate a service recovery strategy. Customer service employees are your front line workers.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

ShepHyken

NOVEMBER 28, 2016

How to Put People in the Right Mood by Kevin Daum. Here is how to use the 5 senses to close the deal. My Comment: Want to put your customers into the right mood? Then read this article on how to incorporate the five senses into the customer experience (CX). Want people to enjoy doing business with you?

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. CustomerGauge) A unique attribute of Net Promoter is the simplicity; everyone understands the concept and how to calculate the score.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. My Comment: Technically, this isn’t an article, but this SlideShare has great information about how to, as the title indicates, create “Moments of Wow.” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JULY 16, 2018

A Comprehensive Career Guide For Aspiring Customer Experience Manager s by Shruti Sarkar . Omoto) Not many people understand what a customer experience manager does or how to become a successful customer experience manager. TCFCR) I tell retailers to focus on how to get even one customer to purchase again.

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

ShepHyken

MAY 1, 2017

Our goal was to not further chastise brands, but instead call attention to the fact that every company can, at any point, fall to the experiences that customers have and share. 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

ShepHyken

APRIL 10, 2017

Companies are embracing customer data as a purposeful way to deliver a personalized experience, which can lead to repeat business. In addition, customer data gives you more insight into trends, what’s working, what’s not and more. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

ShepHyken

SEPTEMBER 25, 2017

My Comment: Jay Baer knows, probably better than anyone else on the planet, how to deal with negative online reviews and comments. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. In this article, he shares reasons to answer ALL reviews.

Customer Service 74

Customer Service Social Media Tips B2B 74

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. Aimee Lucas. Denise Lee Yohn.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147