Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 224

Customer Service Omni-Channel Social Media Connections 224

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Lego Customers Lose Millions of Pieces a Year. My Comment: I love great examples of customer service, and this is exactly that.

Customer Service 73

Customer Service Metrics Social Media Retail 73

CSM Magazine

MAY 13, 2024

Nailing those SLA targets is more than a mission – it’s how businesses lock in client trust, guarantee repeat business, and lay down roots for lasting connections. Here are several ways in which targeted coaching can connect directly to enhanced SLA fulfillment: 1. The bottom line?

Connections 52

Connections Culture Training Metrics 52

delighted

MARCH 9, 2021

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 143

Customer Service Customer Centricity Customer Service Training Survey 143

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Tracking the Customer Service Metrics That Really Count? Does the customer come back?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to handle customer complaints? My Comment: Our customers have changed during the pandemic.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 84

Customer Service Strategies Strategy Customer Service Hotels 84

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 78

Customer Service Rewards Programs Customer relationships e-support 78

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I’ve covered how to handle angry customers many times, so let’s not go there again. If you go to www.CustomerServiceArticles.com , you will find many articles covering that topic. Connect with Shep on LinkedIn.

Customer Service 137

Customer Service Social Media Customer Service Training Training 137

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 121

Customer Service Advertising Customer Service Training Sales 121

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). When you do, you’ll have a better 2024 – and so will your customers! Happy New Year!

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Today’s article focuses on Step ONE.

Customer Service 108

Customer Service Advertising Strategy Customer Service Training 108

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Our first article in the Top Five roundup is about community. Here are my top five picks from last week.

Customer Service 83

Customer Service Government Hospitality Trends 83

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Tips Retail 98

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Social Media 64

Social Media Customer Service Guidelines Customer Service Strategies 64

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. How do you scale up?

Customer Service 68

Customer Service Omni-Channel Call Center Retail 68

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 223

Customer Service Chatbots Banking Engagement 223

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Comm100

SEPTEMBER 25, 2021

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they connect with your customer service. But why personalized customer service? The answer is simple – better customer relations and outreach.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. Problem with Automated Emails for Customer Support.

Customer Service 153

Customer Service How To e-support Tips 153

ShepHyken

NOVEMBER 2, 2023

This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. Therefore, it only makes sense to ensure that your sales operations are as harmonized with your customer service as possible.

Sales 58

Sales Customer Service How To Customer Satisfaction 58

Happy or Not

FEBRUARY 2, 2023

Providing customer experiences that are relevant—and positive—to your customer base, and, ultimately turning them into loyal customers because you better understand their needs can be a game changer for your business. By connecting customer feedback to your target audience’s demographic data. Let’s Talk!

Connections 73

Connections Feedback Apparel Sports 73

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting. Some are surprising.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business. Think again.

Connections 120

Connections Customer Centricity Consumers Culture 120

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. T-Mobile is completely overhauling how its customer service works by Chris Welch. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? Connect with Shep on LinkedIn.

Advertising 151

Advertising Customer Service Training Interaction Customer Experience 151

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience. QR codes in customer service: How effective is it?

Customer Service 65

Customer Service Hotels Social Media Hospitality 65

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. The gist of the article was that we work hard to make doing business with us easy. They want a customer-friendly experience, but they also want the overall experience to be convenient. Connect with Shep on LinkedIn.

Entertainment 93

Entertainment Sports Financial ROI 93

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Self Service 48

Self Service Social Media Customer Service Fashion 48

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers.

Customer Service 126

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 126

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Connect with Shep on LinkedIn.

Policies 97

Policies Meeting Customer Service Training Customers 97

CSM Magazine

AUGUST 18, 2022

Investing in Instagram marketing is one of the best ways to connect with your audience in today’s digital world. There are more than 200 million businesses already connecting with customers through Instagram on a regular basis. How to use Instagram for customer service. Tips to improve Instagram customer service.

Customer Service 52

Customer Service Marketing Social Media Guidelines 52

ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. It is this: The customer is NOT always right. … But, they are always the customer, so let them be wrong with dignity and respect. Connect with Shep on LinkedIn.

Customer Service Training 153

Customer Service Training Training Customers Customer Service 153