ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares some great insights and findings. Our customer service and CX research confirm this.

Self Service 65

Self Service Customer Service Social Media Ecommerce 65

ShepHyken

NOVEMBER 13, 2023

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. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

eBook 56

eBook Customer Service Tips Survey 56

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? Dig deeper in this article > 5 Insights About Sourcing and Developing Strategic Partnerships You know that partnering with a contact center outsourcer is more than just signing on another vendor. Do you have to scale for rapid growth or seasonal volume?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. What Can Disneyland Teach Us about the Customer Journey? Here are my top five picks from last week.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

ShepHyken

DECEMBER 6, 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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. How about “customer care?”

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

The DiJulius Group

JULY 2, 2020

In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. Read Full Article. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group.

Customer Care 59

Customer Care Social Media Groups Connections 59

CSM Magazine

DECEMBER 16, 2021

Customers don’t call you to say goodbye when they’re fed up with your service – you could be losing them every day without knowing it, thanks to a poor customer care system. It takes one minute to install Omnichannel Live Chat Customer Care App , the very latest in customer care technology.

Omni-Channel 52

Omni-Channel Customer Care Social Media Communication 52

ShepHyken

DECEMBER 5, 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. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

JULY 22, 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. 8 Tips for Improving Social Media Customer Service by Fara Haron. 14 ways to deliver a great customer experience – and more.

Social Media 115

Social Media Customer Service Trends Tips 115

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

ShepHyken

OCTOBER 23, 2023

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. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

Russel Lolacher

APRIL 4, 2017

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell.

Customer Care 74

Customer Care Social Media Conference Customers 74

ShepHyken

JANUARY 28, 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. What Do Customers Really Think Of Your Brand? Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 96

Social Media Customer Service Customer Care Insurance 96

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. CXBuzz also did a round up article of some of their favourite CX metrics, which I was included in with some pretty amazing brains. Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Top Cartoon for 2018. Here’s ten more.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

CSM Magazine

DECEMBER 3, 2019

Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. The Dynamic AI system has unique precision reasoning module, steered and controlled by the customer care department. Ievgen Sliusar.

Customer Care 52

Customer Care Omni-Channel Competitive Advantage Analysis 52

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

Steve DiGioia

DECEMBER 10, 2015

This original article was written by Steve DiGioia. Get with the program… This article was originally featured on Shep Hyken’s blog as a ‘Friends on Friday’ guest post. Will You Keep Your Next Customer Forever? The post Do You Focus on Fluff or the Things Your Customers Care About? I was cool.

Customer Care 100

Customer Care Customers Meeting Marketing 100

ShepHyken

APRIL 1, 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. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

Customer Service 98

Customer Service Social Media Chatbots Trends 98

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. A branded, customized Help Center.

Self Service 275

Self Service Knowledge Base e-support Policies 275

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. A Pop Culture Guide to Customer Care Training by Matt Searfoss. My Comment: The title of this article intrigued me.

Self Service 81

Self Service Customer Service Customer Service Training Customer Care 81

ShepHyken

MAY 28, 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. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . Service with a Simile.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

MARCH 26, 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. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Here are my top five picks from last week.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

NOVEMBER 19, 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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! My Comment: Don’t let the article fool you.

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

Oracle

NOVEMBER 10, 2020

In fact, the article notes, weekly customer-service chatbot sessions for retailers and consumer-goods brands increased nearly fourfold since the pandemic began. Customers haven’t lowered their expectations. Trend of the week: Customer care is the new marketing. You don’t get the opportunity to re-do it.

Customer Care 78

Customer Care Customer Experience Retail Brands 78

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Customer Service 95

Customer Service Airlines Chatbots Resources 95

ShepHyken

MARCH 20, 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. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. This is a short article about how to apologize.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

CSM Magazine

JUNE 27, 2022

Customers are enduring the pain of unprecedented price rises.And there is more to come this autumn when the Ofgem price cap will increase again. With so much attention on prices, it may seem irrelevant to talk about customer service. The UK energy sector is hitting crisis point right now.

Customer Care 52

Customer Care Self Service Resources Social Media 52

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

DECEMBER 24, 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. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This article focuses on empowerment.

e-support 87

e-support Customer Service Loyalty Data 87

ShepHyken

DECEMBER 10, 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. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Here are my top five picks from last week.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

ShepHyken

FEBRUARY 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. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Follow on Twitter: @Hyken.

Customer Service 60

Customer Service Retail Ecommerce Trends 60

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) But the irony is that, you don’t even need robots to prove that point.

Contact Center 72

Contact Center Policies Customer Care System 72