ShepHyken

JANUARY 24, 2022

My Comment: I just came across this article and the accompanying infographic this week, and while it may have come out sooner, the timeliness of it couldn’t be more appropriate. This may be exactly what you need to save that angry customer. This may be exactly what you need to save that angry customer. by Michelle MacCarthy.

Customer Service 68

Customer Service Customer Centricity Policies Retail 68

ShepHyken

AUGUST 31, 2020

(Who’s On) Here, we explore how the nature of telephone customer service has changed. Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it. Had A Customer Service Fail?

Customer Service 108

Customer Service Social Media Customer Service Training Infographics 108

ShepHyken

MARCH 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations.

Customer Service 81

Customer Service Infographics Case Study Loyalty 81

ShepHyken

APRIL 9, 2018

360Connext) Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. My Comment: Everyone wants customer feedback. Too many companies ask for feedback and then don’t do anything with it. by Jeannie Walters. Or, do they?

Net Promoter Score 90

Net Promoter Score Loyalty Programs Customer Service Chatbots 90

ShepHyken

JULY 13, 2020

(CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. My Comment: You may say you are customer-centric but are you really? Here is a list of ten ways companies are focused on their customers. Follow on Twitter: @Hyken.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

JUNE 12, 2017

(Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

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

NOVEMBER 9, 2016

Our friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

OCTOBER 3, 2016

Owing to the nature of his work, clients and other employees do not usually meet or deal with him, apart from few security officers of the company. My Comment: This week is International Customer Service Week. 15 Reasons Your Customers Don’t Like You (Infographic) by Mary Shulzhenko. Every company should do all four!

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

Customer Guru

DECEMBER 13, 2017

I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Looking at the Google search trend also reinforces my confidence in the fact that customer experience will only become more significant and popular in the coming years. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ShepHyken

NOVEMBER 4, 2019

Just some good customer service insights. Infographic] ‘Channel’-ing Your Customers Expectations by Zareen Islam. Gladly) A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them. And, it doesn’t just apply to customers.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

JANUARY 15, 2018

More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. Some customers feel good about the companies they do business with when they know they are contributing to, as the author of this article calls it, a greater purpose.

Customer Service 0

Customer Service Survey Infographics Tips 0

ShepHyken

MARCH 13, 2017

How To Provide Witty And Effective Customer Support On Social Media by Jimmy Rohampton. Forbes) Since millennials love to get customer support via social media, they’re also more likely to want to offer it to their customers when they’re the company founders. My Comment: Get ready to smile.

Social Media 90

Social Media Customer Service Infographics Retail 90

Retently

FEBRUARY 9, 2024

Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

Verint

SEPTEMBER 29, 2017

They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. The steering committee also supports the branding of our program company-wide. They Provide Structured Guidance, Feedback and Support.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

ShepHyken

AUGUST 8, 2016

Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company? This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought provoking article. 7 Steps to a Flawless Loyalty Program by Timi Garai.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

Retently

MAY 24, 2018

The answer may seem quite obvious: your content should be as customer-focused as possible. What customer-focused strategy is. Simply put, customer-focused strategy means putting your customer at the core of your business. You’ll increase their loyalty. Quite simple! The bottom line.

Customer Focused 60

Customer Focused Strategy How To e-support 60

ShepHyken

DECEMBER 2, 2019

This company took the “Top Ten Kudos” it received from customers they interact with and shared it with not only employees but the entire world. A great way to motivate the people you work with as well as get customers excited about doing business with you! Customer Service Déjà Vu [Infographic] by ServiceNow.

Customer Service 20

Customer Service Infographics Culture Retail 20

ShepHyken

AUGUST 21, 2017

Here are the top 5 customer service mistakes and easy to implement changes that will generate greater engagement, less costly overhead and better satisfaction. My Comment: This excellent article covers five important topics including loyalty, friction, anticipation, customization and engagement. by Katy Steinmetz.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

ShepHyken

FEBRUARY 5, 2018

(Apptentive) In this post, we outline a few key ways that retailers can step their customer experience game up to keep their customers happy, engaged, and loyal. My Comment: How does a company compete against Amazon – or any disrupting competitor of any kind? Here is a short infographic for some of the findings.

Customer Service 15

Customer Service B2C Retail Infographics 15

SmartKarrot

JUNE 29, 2020

Terms like customer-centric, customer success, customer-focused aren’t new, these concepts have been around for decades. The litmus-test for if a company is truly customer-oriented has arrived, and the results are almost instantaneous, for everyone to see. And aren’t those the goals of every business?

Customer Centricity 10

Customer Centricity Infographics Customer Success Software 10

BirdEye

MARCH 20, 2023

Once you’ve successfully identified your target audience, you can group them into two categories: Valuable customers: Focus on your most valuable audience to start. Aspirational customers: This refers to the customer base you want to nurture next. Some companies find success with employee and community spotlight posts.

Social Media 52

Social Media Brand Values Strategy Brands 52

ProProfs Chat

OCTOBER 25, 2021

Most of the customer feedback software comes with an option to create a customer satisfaction survey (CSAT). Using this survey, your customers can rate you on different aspects of your product/service: features, quality, time spent addressing queries, and more. (c) c) Identify Your Loyalty Customers. c) CrazyEgg.

Software 98

Software Feedback Net Promoter Score Social Media 98