ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Dina Dwyer shares how one of the franchisees of the Dwyer Group, Aire Serv, came to the rescue of a customer in need. Here’s Why.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. But if they frustrate customers, what’s the actual implementation cost?

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

ShepHyken

APRIL 9, 2018

How Chatbots Can Improve User Experience [Infographic] by Sophia Bernazzani. My Comment: Chatbots are getting really good. Used the right way, chatbots and AI improve the customer experience. Even smaller companies can use chatbots to improve their customer experience. Follow on Twitter: @Hyken.

Net Promoter Score 88

Net Promoter Score Loyalty Programs Customer Service Chatbots 88

ShepHyken

OCTOBER 22, 2018

Facebook Chatbots are the Next Big Thing in Marketing (+5 Chatbot Examples) by Devin Pickell. (G2 G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

Customer Service 77

Customer Service Trends Customer Care Case Study 77