ShepHyken

DECEMBER 26, 2023

Or when a company or brand delivers a great experience, but then the next time, it’s just okay. Consistency creates confidence, and confidence can lead to customer loyalty. Be more accessible – Make it easy for your customers to reach you in multiple ways: phone, email, text, app, and more.

Customer Service 157

Customer Service Tips Guidelines Policies 157

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. 15 Foolproof Strategies For Encouraging Repeat Purchases by Forbes Business Council.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

NOVEMBER 7, 2023

Are they in alignment with your customers’ expectations? If you publish any of these or have brand promises, you must live up to them. When they align with what’s meaningful to your customers, you potentially create a stronger connection. Emotional Connection: This is where loyalty is created.

Policies 96

Policies Meeting Customer Service Training Customers 96

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 72

Customer Service Metrics Social Media Retail 72

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . That’s almost half of your customers, and that number will grow.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. My Comment: The pandemic accelerated the digital experience.

Social Media 93

Social Media Customer Service Guidelines Loyalty 93

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Knowing your customers better than your competition knows them may be the differentiator that earns you their business. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

JULY 22, 2019

My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. If you’re not already strong in the area of social customer care, this article will help you get started. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Of course, not!

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Company 150

Company Customer Service Training Online Experience Customer Service 150

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 130

Customer Service Training Customers Customer Service Customer Experience 130

ShepHyken

JUNE 28, 2021

Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government? It’s important to have conversations like these to keep service and experience front of mind. 10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. and loyalty.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. A focus on developing problem solvers.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

NOVEMBER 7, 2016

My Comment: This is a very interesting way of looking at customer loyalty. It appears the biggest issue preventing loyalty is consistency – actually a lack of consistency. A lack of consistency will create a lack of confidence, which leads to a lack of trust, which erodes the possibility for loyalty.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

ShepHyken

APRIL 20, 2022

His positive attitude and energy, along with his perfect thing to say , turned me from an upset customer into one who wanted to love his brand. . It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Regardless of my frustration, I realized he was there to help me.

How To 128

How To Customer Service Training Customers Customer Service 128

ShepHyken

MARCH 16, 2022

What if almost all your customers, as in almost nine out of 10 of them, were to leave after experiencing bad customer service? That’s exactly what we found in our latest customer service research , that 86% of customers are willing to switch brands or companies because of a bad customer service experience. .

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

FEBRUARY 27, 2017

Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. My Comment: Personalization is a big trend in delivering a better customer experience. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

AUGUST 20, 2018

This article looks at three areas that, while applicable to all companies/brands, are especially applicable to the B2B companies. Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. My Comment: Domino’s pizza has a simple business, right? How complicated can that be?

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Self Service B2C 48

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. So, it is surprising that retailers are starting to “dissuade returns” and put customer loyalty at risk. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. (TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

MAY 30, 2022

Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more. The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Free. Clogged Queues. Lower Retention Rates.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

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. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 1, 2023

It assures customers that they’re not alone in navigating their purchase or using a service – there’s always someone ready to assist them. This level of care and attention can turn a regular customer into a loyal advocate for the brand. Here’s a step-by-step guide on how to create it: 1.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Michel Falcon Experience

OCTOBER 21, 2019

To put it another way, their engineering, business development, and brand teams are much larger than their customer service or HR teams and receive a larger piece of their operating budget. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

AUGUST 31, 2020

Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer.

Customer Service 106

Customer Service Social Media Customer Service Training Infographics 106