ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.”

Customer Service 151

Customer Service B2C B2B Customer Retention 151

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. If so, read this article.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

Blake Morgan

JANUARY 20, 2022

Brad has worked with companies around the globe and aims to help all brands find lasting customer-centric solutions. His blog has a particular emphasis on contact centers and includes valuable insights and tips. . Author and speaker Chip focuses on delivering fantastic customer service. Chip Bell . Donna Weber .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

APRIL 5, 2021

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. That’s just too soon.

Customer Service 124

Customer Service Self Service Contact Center Tips 124

ShepHyken

MAY 17, 2021

How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. The sixth tip, which features specific verbiage to use, is very tactical. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. My Comment: This is an excellent article, with the first point being that a good customer experience starts on the inside with a good employee experience.

Customer Service 60

Customer Service Loyalty Programs Loyalty Customer Service Training 60

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Here are my top five picks from last week.

Customer Service 85

Customer Service Chatbots Retail B2C 85

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Tips for optimizing availability: – Make sure to offer live chat.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. Below are their tried-and-true tips to get customers interested and hold their attention.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. He defines CX as building long-term relationships with customers. That’s a full chapter in my latest book, I’ll Be Back. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD.

Customer Service 110

Customer Service Entertainment ROI Retail 110

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. Measure Outcomes, Not Indicators by Mike Cooper.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. 14 CMOs, business executives, and owners share their best tips for connecting with customers on Salesforce Plus, a show hosted by Sarah Franklin. So why do many companies create situations where customers need to figure things out for themselves?

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

SEPTEMBER 4, 2023

It can lead to increased customer loyalty, repeat business and, ultimately, higher profits. Customer retention can also help build your brand and reputation. Loyal and satisfied customers are more likely to recommend you to others and leave positive online reviews. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

OCTOBER 15, 2018

(Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review.

Customer Service 88

Customer Service Automotive Tips Feedback 88

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. ” Even what happens after the sale is made.

Customer Service 86

Customer Service Customer Retention Culture Tips 86

ShepHyken

AUGUST 6, 2018

8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Then this is an article you will enjoy.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. He defines CX as building long-term relationships with customers. That’s a full chapter in my latest book, I’ll Be Back. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD.

Customer Service 62

Customer Service Entertainment ROI Retail 62

Michel Falcon Experience

JANUARY 16, 2020

I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. You can hire a PR firm and increase brand awareness. that’s having a customer experience strategy! Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

NOVEMBER 7, 2016

The author has some excellent examples of why customers are loyal to one brand over another. The Customer Advocacy Playbook: How to Create, Manage, and Grow an Effective Brand Advocacy Campaign by Sujan Patel. It’s actually a short “play book.” Good tips and tactics to turn an angry customer’s rant into a rave.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. People, especially our customers, want to know they are appreciated. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. by Len Markidan. Happy Reading!

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 48

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. The recurring theme in the book centers around the Golden Rule; if you treat people well and the way you would like to be treated, they will do the same. Sharp begins the book with his personal story.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

ShepHyken

APRIL 20, 2020

This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Give Customers What They Want: 11 Tips On How To Listen Effectively by Young Entrepreneur Council. Forbes) Today’s consumers demand transparency and honesty from brands they buy from.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

Stella Connect

JUNE 25, 2018

And it directly impacts your center’s bottom line by improving margins, reducing churn, and turning customers into brand evangelists. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. It’s as important as any data point you can track.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

And it directly impacts your center’s bottom line by improving margins, reducing churn, and turning customers into brand evangelists. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. It’s as important as any data point you can track.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

ShepHyken

MARCH 27, 2017

Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City. My Comment: This is a HUGE list of 100 tips.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

MARCH 23, 2020

7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.

Customer Service 71

Customer Service Loyalty Programs Customer Service Training Tips 71

ShepHyken

MARCH 23, 2020

7 Customer Service Email Tips That Will Boost Customer Experience by Syed Balkhi. CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand.

Customer Service 48

Customer Service Loyalty Programs Customer Service Training Tips 48

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 117

Social Media Course Training Marketing 117

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: Convenience is one of my favorite topics – so much so I wrote a book about it ( The Convenience Revolution ). It’s another to grow the relationship to create a more profitable customer.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

OCTOBER 31, 2022

3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. You don’t want to scare your customers away. But that is exactly what some companies and brands do. You don’t want scary CX, do you?

Customer Service 12

Customer Service Social Media Advertising Retail 12

ShepHyken

NOVEMBER 20, 2017

Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. My Comment: This isn’t an article, it’s an entire book! Well, this article will do exactly that!

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38