ShepHyken

AUGUST 6, 2023

25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. My Comment: I didn’t know Apple had a magazine. (I Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Read on for the Five Cs of quality customer service.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. This article looks at some reason why with some technical “how to.”

Customer Service 93

Customer Service Retail Loyalty Study 93

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? Lists are usually about “how to’s.” ” Well, here is a list to remind us of some of the basic tactics in customer service. Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Loyalty Customer Centricity Customer Service Training 113

ShepHyken

SEPTEMBER 4, 2023

Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 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. 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

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. It’s a great lesson from an iconic brand.

Customer Service 72

Customer Service Metrics Social Media Retail 72

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

ShepHyken

APRIL 25, 2022

So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Consider these top 10 signs your brand’s loyalty program needs revision—plus some ideas about how to get it done. Magazine) What makes a brand essential?

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers.

Customer Service 83

Customer Service Chatbots Retail B2C 83

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. It’s about getting “service” right. brands of 2021 based on shopper sentiment.

Customer Service 76

Customer Service Social Media Call Center Retail 76

ShepHyken

NOVEMBER 1, 2020

It is the scary reality of what happens when you don’t properly manage your customer service reps – and how to right what is wrong. Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. My Comment: I really liked this article.

Customer Service 104

Customer Service Self Service Tips Guidelines 104

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. Why are customers embracing texting? Everything from the traditional phone, to live chat, email, etc.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. A good first impression is a good place to start, and the author shares how to take that first impression to the next level.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. My Comment: Zappos is one of the iconic customer service brands, known for delighting customers with a level of WOW customer service. How do they do it?

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

CSM Magazine

JANUARY 17, 2022

Professionals who offer digital marketing services can help you to understand the scope of ways to attract your target audience to your website. Boost Brand Awareness. While you’re attracting your target buyer, your company can also boost brand awareness. As you continue looking at goals, explore how you can boost conversion.

Customer Service 52

Customer Service Social Media Entertainment Advertising 52

CSM Magazine

AUGUST 23, 2022

The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

ShepHyken

APRIL 10, 2023

In the customer service/support world, many agents deal with angry customers and negative situations all day. This article includes ways to spot customer service burnout, how to avoid it from happening on your team, and more. So how do leaders design EX to better align with CX?

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

Customers That Stick

JANUARY 22, 2015

This “extra” information will help you know your customers in a more personal way. What unique piece of information would heighten your customers’ experiences with your company? How to Make Your Customer Information Form Rock. Just a little something extra that will make the customer take note.

Customer Service Training 60

Customer Service Training Training Tips Fashion 60

ShepHyken

JULY 3, 2023

If you’re new to creating customer personas, this article includes several ideas and tactics on how to take advantage of this powerful marketing and CX strategy. The Four Secrets to Nordstrom’s CX Success by Saskia Tillers (The CEO Magazine) For any brand, revamping CX will only ever be a valuable exercise.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

ShepHyken

APRIL 16, 2023

A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities. The idea is that a company, brand, or retailer focuses on the local community. Read this article to learn more.

Customer Service 9

Customer Service Tips Loyalty Employee Experience 9

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 53

Customer Service Training Course Customer Service Training 53

CSM Magazine

AUGUST 29, 2022

Providing good customer service is essential for any business, large or small. It is one of the most important ways to create a positive experience for your customers and can help to build brand loyalty and repeat business. businesses need to make sure that they are providing the best possible customer service.

Customer Service 52

Customer Service Guidelines Hospitality Communication 52

CSM Magazine

MARCH 2, 2022

Learning and development professionals in the customer service and retail industry are experiencing an evolution in how they engage their employees in ongoing job training. Each training experience is an immersive experience that allows employees to feel the emotions of working through complex tasks.

Training 52

Training Retail Customer Service Culture 52

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: Who doesn’t want customers to come back? If not, this article could shed some light on why.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Training Customer Service Training Course 40

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 19, 2023

5 Ways to Track Customer Satisfaction by Foundever (Foundever) Satisfied customers are more likely to remain loyal to a brand, to recommend its goods and services to friends and family and are more likely to show forgiveness after a single disappointing customer experience. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Chatbots Trends Customer Satisfaction 59

CSM Magazine

JANUARY 29, 2018

When things go wrong, how well is your team equipped? Based on my experience of with dealing with stressed customers I’ve put together this list of six frequently asked questions about how to deal with internet trolls and regain lost trust with upset customers.

Tips 40

Tips Sports Social Media Training 40

CSM Magazine

OCTOBER 7, 2015

A customer service fiasco like this could happen to any company. So, let’s look at what we can learn from this unfortunate event and how to avoid similar issues with our customer service. I can think of three main problems that can lead to this type of poor customer service: No.

Customer Service 40

Customer Service Poor Customer Service Social Media Call Center 40

ShepHyken

MAY 2, 2022

In this guide, we’ll explore the true costs of bad customer experience management. My Comment: What will bad customer experience management cost you? Brittany Hodak, the expert on how to create a “Super Fan,” shares the consequences of mismanaging CX. My Comment: Content marketing is part of the customer experience.

Customer Service 69

Customer Service Social Media NPS Customer Experience Management 69