ShepHyken

SEPTEMBER 28, 2020

(The Next Web) No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have stopped doing business with a company due to poor customer service.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

MARCH 27, 2019

The parking lots were jammed, and the lines were long – so long that it prompted a local news station to come out and report on how long the lines were. How long will customers wait on hold for a customer service rep before switching to another brand? I remember when Home Depot came to the St.

Advertising 134

Advertising Customer Service Training Customer Service Training 134

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. However, researchers have been collecting data on customer service satisfaction for years. This time it’s from my friend and fellow customer service expert, John DiJulius.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

DECEMBER 17, 2018

(Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

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. Bruce authored many of Forrester’s most popular research reports. 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. Bruce authored many of Forrester’s most popular research reports. Barry Dalton.

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

Comm100

NOVEMBER 3, 2017

In a formal program, there are often several levels of certification depending on the employees’ role in the organization and how deeply they’re likely to engage in social media on behalf of the company or brand. The Basics of Social Media Training. Digital Marketing- The Formula for Branding and Sales Growth from Udemy.

Social Media 117

Social Media Course Training Marketing 117

ShepHyken

APRIL 30, 2018

16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

Comm100

OCTOBER 8, 2016

To solve this common issue, you can create free educational and training materials for your customers; this can increase their engagement with your services and produce loyalty as a result. Special Reports. Give customers one-on-one attention. Branding and Design Techniques. White Papers. Newsletters.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” For information contact or www.hyken.com.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. Here are my top five picks from last week.

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

MARCH 13, 2017

If that is the case, then social media customer service (also known as “social care”) falls into that category. 89% of social media messages to brands go ignored. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Social Media 90

Social Media Customer Service Infographics Retail 90

ShepHyken

FEBRUARY 24, 2017

Yet there are times when businesses themselves become “trending” news stories and special reports. During a news event, customers are likely to turn to social media to get information and to provide feedback for others. Read Shep’s latest Forbes Article: Every Employee Needs Customer Service Training — Here’s Why.

Contact Center 84

Contact Center Social Media Guidelines Training 84

Service Untitled

NOVEMBER 28, 2012

The Ritz-Carlton Hotel Company is known worldwide for it’s “legendary service.” So much so, Apple uses the luxury hospitality brand as a model for its owner customer support traditions. This means seeking out the customers unanticipated and unvoiced needs. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

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 122

Social Media Customer Service Strategies Strategy Customer Service 122

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. Here are a few ways Shippo’s report notes that policies are changing. They have elevated customer service expectations and demand nothing short of perfection.

Customer Service 12

Customer Service Effort Score Retail B2B 12