TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

ShepHyken

NOVEMBER 22, 2021

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. The Secret to a Superb Customer Service Team?

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

ShepHyken

MAY 17, 2021

(B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? My Comment: For our readers who are focused on online customers, this is a great article for you. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JUNE 27, 2018

Today’s customers connect with the companies they do business with in multiple ways. The traditional way a customer communicated with a company was in person or on the phone. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

ShepHyken

JUNE 22, 2020

This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”. Dealing With Tricky Customer Service Situations: 16 Useful Tips by Forbes Communications Council Expert Panel®.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

OCTOBER 11, 2021

My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. My Comment: We now move into one of my favorite topics, creating the right customer-focused culture. Same for CX. It’s more than a strategy.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 65

Customer Service Self Service Banking Culture 65

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. This article makes the point that trust is a defining piece of the customer experience. Entrepreneur) Every brand touchpoint is important.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

APRIL 13, 2020

When you add data and automation at the right time and for the right circumstance, you can deliver an unexpected level of service that might raise the experience to the level of “white glove.” ” Business Communication In The Customer Experience Era by Tosho Trajanov. And that includes communication as well.

Customer Service 99

Customer Service Employee Engagement Hotels Retail 99

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

OCTOBER 12, 2020

She refers to a deep understanding of your customer as radical empathy. During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

ShepHyken

APRIL 16, 2018

Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. My Comment: We start with a fun article by customer experience expert Dan Gingiss who writes about how signs and displays may communicate more about your brand than you might think. This one will make you smile.

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

DECEMBER 17, 2018

Why Customer Experience Has Never Been More Vital by Samantha Paxson. 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. How to Use Email Support to Deliver Better Customer Experiences b y Alan Finlay.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

ViiBE Blog

AUGUST 27, 2021

CX strategies need to consider the customer’s needs and wants along each step of the sales process. As part of this customer-centricity , start by implementing tools to improve communication with the customer and measure your performance. Several tools will help you accomplish this. Free Retail E-book available now!

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

MAY 20, 2019

It starts with Gartner’s definition of CX management: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations…” From there, the experts weigh in on how to achieve exactly that. Follow on Twitter: @Hyken.

Customer Service 22

Customer Service CEM Employee Experience Fashion 22

ShepHyken

MARCH 20, 2023

by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 7, 2022

To navigate this new environment, many firms have turned to partners to help them better serve both their business and retail customers. My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. How to Recession-proof Customer Experience by ServiceNow. Such an honor to be included with some other rockstar CX experts!

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

APRIL 3, 2023

My Comment: Let’s stay with the theme of AI-enabled customer service and read this great article from McKinsey on what they believe the very near future of customer service and CX will look like. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Self Service 9

Self Service Customer Service e-support Retail 9

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 83

Culture Customer Service Customer Service Training Contact Center 83

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17