ShepHyken

JANUARY 25, 2021

Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. Substitute the word guest for customer, client, member, patient, etc., and you will see how works, regardless of the business.

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Pun intended!) Follow on Twitter: @Hyken.

Customer Service 127

Customer Service Self Service Retail Entertainment 127

ShepHyken

JUNE 28, 2021

(Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. So, what to do with this list?

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. by Stephanie Falkner.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. This article looks at some reason why with some technical “how to.”

Customer Service 95

Customer Service Retail Loyalty Study 95

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 85

Customer Service Chatbots Retail B2C 85

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. Digital Experience 2021: What do the CX Experts Say?

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? Here are ten experts weighing in with their tips and ideas on how to humanize the digital experience. Follow on Twitter: @Hyken.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

Customer Service 78

Customer Service Social Media Call Center Retail 78

ShepHyken

AUGUST 16, 2021

For example, how hard is it to answer the phone (quickly)? That’s the first tip in a list of 16 tips (actually there’s more) to deliver better customer service. How to Scale Customer Success Without Losing the Human Touch by Tyler Holmes. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

FEBRUARY 8, 2021

4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. CMSWire) Predicting what will happen in 2021 seems to be a fool’s errand given that the pandemic is still raging — but I’m going to give it a shot. My Comment: How will customer experience change in the near future? Follow on Twitter: @Hyken.

Customer Service 97

Customer Service Self Service B2B Retail 97

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. Why Current CX Is Broken and How To Fix It by Tim Harnett.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. 5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept.

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

DECEMBER 6, 2021

The Customer Experience Is a Content Experience by Andrew Wheeler. Skyword) Digital experiences were thrown into the spotlight, and all the trillions spent on digital transformation (DT) initiatives over the years didn’t keep brands from being caught on the back foot. How to Improve Employee Retention by Zoe Leibling.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

OCTOBER 18, 2021

Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson. And the way our customers are expecting to make payments will change at the same time. Certain industries were hit hard.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

FEBRUARY 15, 2021

How to Create a Customer Service Plan that Drives ROI by Krishna Charan. FreshDesk) No matter how pathbreaking the product or service is, your company’s customer perception is only as good as the support you offer. Create myths around the clubs you’re creating, helping people buy into your brand story.

Customer Service 101

Customer Service Self Service Knowledge Base Guidelines 101

ShepHyken

SEPTEMBER 10, 2023

There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. Managing the positive impact of a viral moment is key to getting those new customers to come back. must practice.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. This short article has several tips on how to get reviews, why you want reviews, and more. My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Stella Connect

SEPTEMBER 16, 2021

That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., These findings underscore the true power of high quality—and, most importantly, empathetic—service performance. .

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

SEPTEMBER 6, 2021

After the author shares the story, he offers commentary about why what this brand did (Lego) was so successful. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. As the author points out, this is really an article about great customer service, and he shares a number of solid tips on how to do so.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. My Comment: The business word for 2021 is “empathy.” 4 Reasons Why Brands Must Embrace Empathy by Paige Musto.

Customer Service 17

Customer Service B2B B2C Contact Center 17

ShepHyken

JANUARY 31, 2022

(TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. The result is they defect.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. Brand loyalty is changing due to the pandemic by Chris Morris. Here are my top five picks from last week.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

AUGUST 23, 2021

A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ViiBE Blog

AUGUST 27, 2021

Customer experience. August 27, 2021. In order to implement these fully, a CX strategy can go a long way to ensuring your customers have an attentive and personalized experience interacting with your company. This article will delve into customer experience and how to develop a strategy to improve your customer experience. .

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ShepHyken

SEPTEMBER 27, 2021

(CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. My Comment: Customer service starts on the inside, starting with employees. Find ways to promote your customers on social media.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 77

Customer Service Chatbots Effort Score Voice of Customer 77

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. My Comment: There are many ways customers can reach out for support. You do if your customers are there.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

OCTOBER 4, 2021

And a repeat customer could mean a loyal customer, someone who not only returns but also evangelizes your brand or company. John Hall is a marketing and CX expert, and he shares seven ways to get customers to come back. Pay close attention to the first tip, which is proactive customer service.

Customer Service 97

Customer Service Infographics Tips Customer Retention 97