ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. And, connecting on an emotional level helps drive return visits/purchases. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. How to Use Email Support to Deliver Better Customer Experiences b y Alan Finlay. (Is

Customer Service 80

Customer Service Trends Customer Care Case Study 80

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Digital technology can enhance the customer experience. But many others look to technology.

Technology 132

Technology Touchpoint Case Study Consulting 132

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. If you pick up the call instantaneously, the customer won’t hear the ring at all. Wrapping Up.

Customer Service 142

Customer Service Call Center Contact Center Communication 142

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. That’s when support must seamlessly and easily flip over to a human connection.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

JUNE 20, 2018

And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your “community. Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It’s an extension of your marketing.

Customer Service 99

Customer Service Social Media Chatbots Customer Relationship Management 99

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. There are other forms of digital experiences.

Chatbots 100

Chatbots Video Customer Service Training Retail 100

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

DECEMBER 20, 2018

What if you knew the “Magic Words” to use with your customers? They discuss the impact that words have on human connection and customer service. Create a game-changing experience for your customers, and in the process, make your competition irrelevant. The “Magic” Behind the Words You Use Featuring Guest Tim David.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

COPC

APRIL 27, 2020

Companies shouldn’t settle for making an efficient shift to WAH but should focus on what WAH optimization might mean for improving customer satisfaction and operating efficiencies. We’ve also enhanced our slate of renowned CX training courses, adapting all of our In-Person courses to a Live Virtual format.

Contact Center 52

Contact Center Competitive Advantage Call Center Course 52

Call Experts

MAY 6, 2021

Our team is professionally trained at Call Experts with nearly 40 years of experience. These services include customer hotlines, outbound lead generation, call forwarding, paging, dispatching, appointment scheduling, and more. We customize your package, plan, and scripts to your customers’ requirements.

Contact Center 52

Contact Center Call Center Management Poor Customer Service 52

ClearAction

APRIL 29, 2020

VP-CX Role Description: The Vice President of Customer Experience is responsible for facilitating ownership of customer experience excellence throughout our company. This executive reports to the CEO and influences the senior management team and business unit champions in providing seamless interactions and mutual value to customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

ShepHyken

OCTOBER 3, 2016

My Comment: This short article has four simple ideas that can help any business improve their customer retention; social proof, brand messaging, educating versus selling and building meaningful connections. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

delighted

JANUARY 7, 2021

Outlining current processes helps to visualize what your customer is experiencing in real time and may unveil common pain points that need to be addressed. . Through this exercise, you’ll also be able to connect with your buyer and in turn, influence your organization to prioritize the customer experience (CX) through shared understanding.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Great info to help make the case for investing in a good customer service experience.

e-support 90

e-support Customer Service Loyalty Data 90

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 72

Customer Service Loyalty B2C Study 72

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.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 15, 2016

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

JANUARY 11, 2017

It creates a connection with your customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Who doesn’t like to be remembered and appreciated?

Customer Service Training 48

Customer Service Training Connections Customers Tips 48

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. For information contact or www.hyken.com.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

NobelBiz

FEBRUARY 21, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. This reduces call volume spikes and substantially increases customer satisfaction!

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Here are the developments and services you may choose to invest in this year to manage your client connections effectively: Voice reminders: Instead of keeping callers on hold, offer a callback option. This reduces call volume spikes and substantially increases customer satisfaction!

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

LiveChat

AUGUST 23, 2016

What if getting rid of these problems can easily increase your customers’ happiness? Today, I’m presenting seven deadly sins of customer service experience. Lack of training. The ultimate goal of customer service is to solve customers’ problems. Oh yes, customer complaints ! Me neither.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

ShepHyken

DECEMBER 18, 2017

Good examples to get us thinking about how to better connect with our customers. The Current State of Customer Experience and How I would like it to Be by Vivek Jaiswal . Customer Guru) Customer experience is becoming more important with every passing year. For information contact or www.hyken.com.

Customer Journeys 79

Customer Journeys Customer Service Infographics Innovation 79

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. His big emphasis was on the personalized experience. Make it all about them.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Help Scout

JULY 20, 2021

Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind. The fact is, though, that Harley Davidson knows how important it is to be customer-focused, especially if they hope to retain their place of excellence in the motorcycle world.

Examples 145

Examples Company Strategy Effort Score 145

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. No one ever said that having a customer care number was a necessity to run a business!

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ShepHyken

OCTOBER 10, 2016

WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. My Comment: Here it comes… Another social channel for our customers to connect with us. Lessons we can all learn from! Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Travel Retail 48

ShepHyken

MARCH 21, 2018

Fortunately, the fan was okay and they took him off to get that nasty gash taken care of. The very next day I spoke at Peabody Opera House , which is the theatre connected to the arena where the Blues played the night before. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

How To 52

How To Sports Customer Service Training System 52

ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. This is a heartwarming story of a personalized gift.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

SEPTEMBER 7, 2016

Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer. But, sometimes it’s okay to ask a customer to repeat their story. But, it has to be the right time.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48