Comm100

JUNE 19, 2018

Common Purpose & Brand Promise. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Ernesto also spoke of Disney’s brand promise: “We deliver entertainment with heart.” Let us know in the comments below.

Contact Center 102

Contact Center Entertainment eBook Culture 102

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

NOVEMBER 21, 2016

Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care. It’s worth it.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Put things in context.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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. Give customers one-on-one attention. Branding and Design Techniques. Proactively reach out to loyal customers.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

SEPTEMBER 27, 2021

(CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. My Comment: Customer service starts on the inside, starting with employees. Download and read this eBook. If not, this is your chance.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

SEPTEMBER 30, 2019

(GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. Follow on Twitter: @Hyken.

Customer Service 18

Customer Service Contact Center eBook NPS 18

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

ShepHyken

AUGUST 26, 2016

Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case. It’s the perception of being right that draws the customer back to a company’s brand to solve a problem, make a demand or request a response. A silent customer is not always a happy customer.

Customer Service 0

Customer Service Policies Communication Training 0

Comm100

NOVEMBER 8, 2017

That means knowing what tone to use in interactions, and if they are using humor with their customers, knowing exactly how far to take it. It means representing and being true to your brand identity. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 107

Customer Service Tips Average Handle Time Communication 107

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 79

Customer Service eBook B2B CRM 79

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. The loyal customers who are enthusiastic about your brand have been found to frequently complain in an effort to help you improve and are the most likely to recommend friends.

Training 107

Training Customer Experience Customer Journeys How To 107

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. 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

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? In the eyes of consumers, the gap between excellent customer service providers and everyone else continues to widen.

Self Service 40

Self Service Trends Customer Service Contact Center 40

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. Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. Here’s a statistic you won’t believe.

Social Media 91

Social Media Customer Service Infographics Retail 91

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0