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

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 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

MAY 8, 2017

My Comment: This is an excellent guide to dealing with angry customers. The article starts off with why customers get angry and has more than two dozen different ideas, tactics, tips, etc. 14 Customer Experience Stats That Just Might Blow Your Mind by Joanna Beerman. A great resource! Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

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

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

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

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 84

Customer Service Chatbots Retail B2C 84

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

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

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

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 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

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 38

Customer Service Self Service Case Study Competitive Advantage 38

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 28

Customer Service Loyalty Programs Self Service Loyalty 28

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 76

Customer Service Airlines CRM Social Media 76

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. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Social Media 24

Social Media Customer Service Retail Loyalty 24

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Provide Support

JULY 20, 2017

Here is why you should take them very seriously: Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference. 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media. Read more.

Social Media 69

Social Media Customers Interaction Customer Service 69

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

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

Provide Support

APRIL 21, 2018

So a customer service rep always needs to be ready to step into the customer’s shoes and show empathy. There is safety in numbers, so if your company is aimed at providing high-class customer service, training all the employees for well-coordinated team-work is the key to success. Team-work skills.

Customer Service 45

Customer Service Hospitality Communication Customer Service Training 45

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Service First.

Social Media 112

Social Media Course Training Marketing 112

Provide Support

MAY 4, 2016

Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations. The need is becoming more acute and palpable.

Training 40

Training Customer Service Leadership Innovation 40

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.

Customer Service 83

Customer Service Social Media Retail Transportation 83

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

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. Kate Leggett.

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. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Social Media 89

Social Media Customer Service Infographics Retail 89

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. My Comment: The title of this article says there are six tips.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

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. For information contact or www.hyken.com.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

ShepHyken

DECEMBER 4, 2017

Work to keep your existing customers and impress new ones so they will come back. As this article points out, and rightly so, “The poor state of customer service is your biggest opportunity.” ” 5 Last Minute Holiday Customer Service Tips You Can Employ Now by Emily Johnson.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0