ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

NOVEMBER 22, 2021

(TotalRetail) Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. My Comment: The online/digital world has created a new way for consumers to buy. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

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

JUNE 14, 2021

(AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Retail Loyalty Study 95

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

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

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

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. Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

NOVEMBER 1, 2021

(CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Customer Service 78

Customer Service Retail B2B B2C 78

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. To do this effectively, remember to focus on the micro, niche groups of passionate consumers.

Customer Service 101

Customer Service Self Service Knowledge Base Guidelines 101

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. You still want to measure the current behavior of the customer. Do they come back, how often, and how much they spend.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

MARCH 1, 2021

My Comment: If eCommerce is part of how you interact and sell to your customers, you’ll want to read this short article featuring five ways to have a better digital experience. Biggest Pitfalls with Customer Service AI…. And How to Avoid Them by Can Ozdoruk. Follow on Twitter: @Hyken.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

DECEMBER 28, 2020

Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer. My Comment: Here is a fascinating article about loyalty and the customer experience. The article starts with the question: “I’m a consumer. Predictions: 10 Customer experience trends for 2021 by Rosalyn Page.

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. This short article has several tips on how to get reviews, why you want reviews, and more. My Comment: Almost any business can benefit from reviews.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

SEPTEMBER 6, 2021

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. I also smiled at his story about the customer who calls him so much, she refers to him as her boyfriend. State of the In-Store Experience [2021] by Bobby Marhamat.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Stella Connect

SEPTEMBER 16, 2021

Imagine losing half of your existing customers and the impact that would have on your entire business. 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.,

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. But if you fall short in providing adequate training, you’re just flushing money down the drain. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

JANUARY 31, 2022

10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. How Do You Solve a Problem Like… Eroding Customer Loyalty?

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

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.” Fear of AI and AI Trends for 2021 by Kazimierz Rajnerowicz.

Customer Service 17

Customer Service B2B B2C Contact Center 17

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. And COVID-19 changed the way customers buy along with their logic in what they buy. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

OCTOBER 3, 2022

The research in this article claims that WhatsApp is becoming a popular way for a consumer to connect with a brand. The company surveyed 1,000 consumers through an online questionnaire. Self-service solutions in retail are being referred to as unattended retail. How to Recession-proof Customer Experience by ServiceNow.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

JULY 5, 2021

This article from customer service expert Jeff Toister provides seven ways leaders can become role models on how their employees should act toward each other and their customers. How to design and run a customer loyalty program for small businesses by Raúl Galera. Who doesn’t want repeat business?

Customer Service 149

Customer Service Loyalty Programs Hotels Infographics 149

ShepHyken

JANUARY 24, 2022

Learn how to ensure customer satisfaction despite supply chain disruptions. In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67