ShepHyken

JANUARY 22, 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. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

CSM Magazine

JANUARY 15, 2024

Opt for Self-Service Checkouts Self-service checkouts are designed to help customers quickly scan, bag, and pay for their purchases without having to wait in line at a traditional checkout counter. Also, retailers should encourage customers to use self-checkout through incentives, such as loyalty programs.

Wait Times 52

Wait Times Retail Self Service Loyalty Programs 52

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And in today’s digital age, customer service is now more important than ever before. This seems obvious but let’s look at a financial services use case: .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

CSM Magazine

JUNE 30, 2022

As an online business owner, you know that providing great customer service is essential to your success. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store. Offer self service. Offer a loyalty program. loyalty program.

Customer Service 52

Customer Service Self Service Ecommerce Loyalty Programs 52

ShepHyken

JULY 24, 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. What do older generations want from customer service? Customer Service Tip: Just Be Nice by George Aveling. concept in action.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. 11 Brands That are Using Self-Service Options To Reduce Customer Effort In The Best Way Possible 1.

Self Service 52

Self Service Brands Effort Score Airlines 52

ShepHyken

JULY 24, 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. What do older generations want from customer service? Customer Service Tip: Just Be Nice by George Aveling. concept in action.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

JANUARY 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. The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

MARCH 31, 2018

At the time of this article, he’s had almost 18 million views. Good and bad experiences handled the right way, make social customer care far more important than basic customer service. It blurs the lines between customer service, marketing, and even sales. Plus, self-service is available 24/7.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. 4-point checklist).

Strategy 79

Strategy Customer Experience Customer Journeys Net Promoter Score 79

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. This could include steps changes like simplifying your checkout process, providing self-service options for common queries, chatbots, etc.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. This could include steps changes like simplifying your checkout process, providing self-service options for common queries, chatbots, etc.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Kustomer

NOVEMBER 25, 2021

It all started with your HBR article where you kind of went against this idea of delighting the customer. So, the article you’re referring to, we wrote this article back in 2010. And so, if you want customers to use your FAQs and knowledge articles, write it at a level of like a fifth grade reading level in customer terms.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

delighted

JUNE 1, 2022

Loyalty programs are an excellent way to reward and recognize customers who stick with you. Offering exclusive content or early access to your latest product or service are two other ways to reward your most loyal customers. Check out our guide to self-service for more concrete tips.

Net Promoter Score 71

Net Promoter Score Customer Retention Self Service Loyalty 71

Comm100

FEBRUARY 10, 2022

Personalizing customer service is key for brands to interact with their target audience and set themselves apart from the crowd, especially when 90% of online shoppers are more likely to do business with brands that offer personalized experiences. Why does personalized customer service matter? Create self-service portals.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

SurveySensum

SEPTEMBER 26, 2023

Incorporate guided walkthroughs, tutorials, help articles, FAQs, and demos to help users become familiar with the product’s interface and capabilities on their own. This allows users to resolve issues on their own and be self-reliant. Measure the Effectiveness of Your Loyalty Program – Request a Demo 8.

Strategy 52

Strategy Management User Experience Measurement 52

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. This could include freebies, exclusive access to events or promotions, or loyalty program benefits they weren’t expecting.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Brand Example : Starbucks often surprises customers with free drink vouchers or extra loyalty points as a gesture of appreciation for their patronage. This could include freebies, exclusive access to events or promotions, or loyalty program benefits they weren’t expecting.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

ShepHyken

JANUARY 20, 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. CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Loyalty Programs 118

Loyalty Programs Customer Service Effort Score Self Service 118

SurveySensum

AUGUST 18, 2023

Enhance Self-Service: Provide robust self-service options and resources to empower customers to find solutions on their own. CES Reliably Predicts Customer Loyalty A 2020 McKinsey survey on loyalty programs found that 62% of customers spend more money on a brand after signing up for a paid loyalty program.

Effort Score 52

Effort Score Self Service Customer Experience Loyalty 52

ClearAction

MAY 29, 2016

Self-service has skyrocketed, allowing 24×7 ability to specify or learn of changes; for instance, customers can get a real-time text message that a flight gate number has changed. While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

Kustomer

MARCH 12, 2020

Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. It all started with your HBR article where you kind of went against this idea of delighting the customer. So, the article you’re referring to, we wrote this article back in 2010.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

CSM Magazine

JULY 13, 2022

Blogs and articles. Publishing articles and blogs not just helps with search engine optimization, but you can also share the information on your social media platforms. Chat bots and self-service systems are becoming more typical. That’s why you need to ensure your self-service options are of the utmost quality.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

BirdEye

SEPTEMBER 11, 2023

With AI-driven solutions, you can bring efficiency across customer touchpoints, increase customer satisfaction, support self-service options, and gain valuable insights to deliver highly tailored and engaging interactions. Positive customer experiences allow businesses to charge premium rates for their products and services.

Customer Experience 112

Customer Experience Self Service Social Media How To 112

Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

NobelBiz

OCTOBER 24, 2023

Self-service web portal for issue resolution. Loyalty program enrollment for customer retention. Providing exclusive offers through loyalty programs. Check out this great article on crucial pain points in call center management. IVR (Interactive Voice Response) system for initial call routing.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

ShepHyken

DECEMBER 10, 2021

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. No single service works perfectly all the time, but it’s important to plan for hiccups so that when customers encounter an issue or have a question, you can address it quickly.

Engagement 80

Engagement Company Self Service Entertainment 80

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. Check out this article and some best practices on Performance Management for Leaders, Managers and Agents.

Interaction 98

Interaction Analytics Call Center Contact Center 98

CSM Magazine

DECEMBER 8, 2022

After having an amazing customer experience, 88 percent are likely to make a repeat purchase, 82 percent are likely to recommend to friends or family, 68 percent are likely to join a loyalty program, and 63 percent said they are likely to write a positive review. This is where collecting customer feedback in real-time becomes critical.

Retail 52

Retail Customer Experience Self Service Loyalty Programs 52

SurveySensum

JULY 20, 2023

The issues could be – declining product or service quality, lack of personalized offers or incentives, diminished customer service experiences, increased competition offering better value, or changes in their own financial circumstances impacting spending habits. But most retail problems revolve around inventory.

Retail 52

Retail Feedback How To Self Service 52

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers. Implement Loyalty and Referral Programs.

Tips 106

Tips How To Customer Journeys Net Promoter Score 106

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Rebalancing loyalty program economics.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

ProProfs Chat

DECEMBER 21, 2020

In this article, we’ll help you: What is customer churn and customer churn rate. So, what should you do when you have a bunch of customers who have been standing by your brand loyalty for years? If anything, loyalty programs are soaring. Introduce a customer loyalty program. Why does customer churn matter.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Currency Alliance

NOVEMBER 14, 2019

Nobody in loyalty could have missed The Times’ headline in October, about the Committee for Climate Change (CCC) proposal to start taxing frequent flyer programs (FFPs), or even to shut them down, under the assumption that they increase flying. These are misguided headlines. CEO Glenn Fogel said…. Points alone can’t do this.

Loyalty 40

Loyalty Trends Loyalty Programs Hotels 40

ShepHyken

AUGUST 8, 2016

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. My Comment: This short article has five simple, yet powerful questions related to a company’s customer experience strategy. And even if you’re not.)

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

ShepHyken

FEBRUARY 15, 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. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. That is why I included this article.

Customer Service 100

Customer Service Self Service Knowledge Base Guidelines 100