ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

CSM Magazine

MARCH 9, 2023

Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are situations where service standards drop – it’s a given in any industry – but those drops being only infrequent is crucial.

Ecommerce 52

Ecommerce Customer Service Social Media Training 52

ShepHyken

JULY 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Some are reactive, which to me, is more customer service than success.

Customer Service 121

Customer Service Customer Success Customer Service Training Measurement 121

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. SmarterCX) Artificial intelligence has already impacted the customer experience across a wide range of industries.

Customer Service 131

Customer Service Customer Journeys B2B Retail 131

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., Tip number three is all about customer service.

Customer Service 62

Customer Service Entertainment ROI Retail 62

CSM Magazine

JANUARY 17, 2022

Are you ready to improve your goal setting for customer service? You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets. You may find that relevant and timely surveys are a key factor in communicating with leads and customers.

Customer Service 52

Customer Service Social Media Entertainment Advertising 52

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. My Comment: I’m a big believer in using video to enhance the customer experience. Here are my top five picks from last week.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Then this is an article you will enjoy.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Quarterly Feedback Surveys.

How To 0

How To Customer Service Training Training eBook 0

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

Customer Bliss

JULY 3, 2018

Focused on improving the customer experience, the state of Maryland put together a “ Bill of Rights ” for customers to demonstrate their commitment to providing the best possible customer service to their citizens. Greg says: Don’t get caught up in analysis paralysis.

Government 120

Government Customer Experience Management Customer Experience Management 120

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 15

Customer Service Financial Loyalty Tips 15

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. As an example, let’s imagine the same financial services firm from earlier experiences a prolonged period of poor customer service due to understaffing or inadequate training.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. How did they respond?

Social Media 117

Social Media Course Training Marketing 117

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. The management believed that it would help the company in reducing costs while maintaining and enhancing the quality of customer service.

Call Center 81

Call Center Company Telecommunications Banking 81

customer sure

JUNE 15, 2018

You can try lots of different things to make sure customers have the best possible chance of a great experience with you: Market research. Customer service training. Call analysis. At some point in the life of every business, the business decides it’s time to hear from its customers. Process improvement.

Effort Score 48

Effort Score Customer Centricity Feedback Comparison 48

Daniel Group

MAY 1, 2019

For example, you are repairing a major component, and you will not know the full cost and completion date until after detailed analysis is completed. Customers need to be aware of these contingencies wherever possible. Give status updates to customers. If the customer is frustrated, let them vent without becoming defensive.

B2B 40

B2B Communication Tips Travel 40

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. The management believed that it would help the company in reducing costs while maintaining and enhancing the quality of customer service.

Call Center 52

Call Center Company Telecommunications Banking 52

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Equip Your Customer Service Team. A lot of factors impact FCR.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Equip Your Customer Service Team. A lot of factors impact FCR.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Integrity Solutions

FEBRUARY 15, 2019

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. By Bruce Wedderburn.

Contact Center 77

Contact Center Training Employee Engagement Technology 77

Thematic

DECEMBER 12, 2022

“usability” (for UX team), “staff attributes” (for customer service training), “search functionality” (for critical feature development) Have good coverage in that all sentences that express an opinion have one or more themes associated with them.

Feedback 71

Feedback How To B2C Fashion 71

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132