ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. You want your customers to know and understand how you operate. That’s a 57% gap!

Chief Customer Officer 124

Chief Customer Officer Effort Score Policies Customer Service Training 124

ShepHyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Self Service 68

Self Service Customer Service Contact Center Loyalty 68

Lumoa

NOVEMBER 17, 2022

A customer feedback strategy is critical for providing the perfect online CX.” – Andrew Gonzales, President at Business Loans. . Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. . Improving Customer Relationships with AI.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

NOVEMBER 13, 2023

The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience. Download this ebook to discover why surveys are dying, and how AI can help to replace them now.

eBook 58

eBook Customer Service Tips Survey 58

ShepHyken

DECEMBER 19, 2023

I asked Cindy how she liked that experience, and she quickly answered, “Amazing!” Just a few minutes later, Cindy received a short survey asking for her feedback with the message: Your feedback is helping us build Earth’s Most Customer-Centric Company. Connect with Shep on LinkedIn.

Omni-Channel 88

Omni-Channel Customer Centricity Company Self Service 88

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customer expectations have changed (as in increased).

Customer Service 156

Customer Service Net Promoter Score Self Service Knowledge Base 156

ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. What Is Ecommerce Customer Experience (CX)? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Net Promoter Score 76

Net Promoter Score Ecommerce Customer Service B2B 76

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Focus on Feedback.

Customer Service Training 154

Customer Service Training Feedback Groups Customers 154

ShepHyken

APRIL 28, 2024

My Comment: We wrap up this week’s Top Five with an excellent list of 10 ideas, strategies, and tactics on how to build trust and confidence with your customers. Our annual CX research found that 87% of the more than 1,000 US customers we surveyed this year say that great customer service increases their trust in a company or brand.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

Self Service 171

Self Service Chatbots Customer Relationship Management Customer Service Training 171

ShepHyken

JANUARY 4, 2023

Customers Want to Do Business With Companies and Brands They Trust – This concept has become more important in the past few years. Trust is an emotional connection that drives repeat business and loyalty. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

OCTOBER 29, 2023

A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection. If you want to build better customer relationships, read this article! Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 147

Customer Service Social Media Report Culture 147

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. To automate the relationship with your customer puts you at risk of commoditizing your business. Just be careful about losing the connection you have with your customers.

Customer relationships 162

Customer relationships Self Service Customer Service Training Customers 162

ShepHyken

MAY 15, 2023

4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences. Here are four ways brands can create more meaningful connections with their customers.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Course 127

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service B2C B2B Travel 61

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Survey participants were asked to rate brands on four aspects of customer service: people, speed, services and resolution.

Customer Service 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

MARCH 18, 2024

For years, I’ve said that customers are smarter than ever than ever. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 81

Customer Service Government Employee Experience Video 81

Stella Connect

DECEMBER 15, 2021

According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

JUNE 7, 2021

Word clouds can help others in the organization connect with the real language customers use again and again! My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

ShepHyken

AUGUST 6, 2023

It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer. This article refers to that emotional connection as “intimacy.”

Customer Service 96

Customer Service Retail Loyalty Study 96

Comm100

NOVEMBER 21, 2017

After all, in the end, the goal is to either create that perfect product or service that does not require a call for support, or if it does, ensuring that the call is handled in a professional and knowledgeable manner. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now.

How To 0

How To Customer Service Training Training eBook 0

ShepHyken

SEPTEMBER 24, 2023

My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use. Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. Connect with Shep on LinkedIn. Just when you think you understand CSAT, think again.

Customer Service 71

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 71

ShepHyken

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. Join Salesforce President and CMO Sarah Franklin as she chats with digital leaders about how to create more powerful connections with your customers. Why Reducing Customer Effort Leads To Loyalty by Dan Gingiss. It’s a video.

Customer Service 71

Customer Service Loyalty Programs Loyalty Tips 71

ShepHyken

MARCH 31, 2021

Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October. I was looking to create some buzz about connecting with customers, and I submitted the idea to Chase’s Calendar of Events. That’s right! Focus on Feedback.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

ShepHyken

SEPTEMBER 4, 2023

Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 68

Customer Service Hospitality Hotels Customer Retention 68

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

CSM Magazine

JANUARY 17, 2022

As you think about boosting brand awareness for maximum impact, you’ll notice that there are more ways to engage prospects and nurture the connection with potential customers. Perhaps your company can build authentic connections with social media. Build Human Connections. Nurture Leads. In the middle, their needs evolve.

Customer Service 52

Customer Service Social Media Entertainment Advertising 52

ShepHyken

DECEMBER 17, 2018

My Comment: Here are three reminders (for some of you this may be new) about how to create loyal customers. Predicting what your customers will do next comes from data. 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.

Customer Service 80

Customer Service Trends Customer Care Case Study 80

ShepHyken

NOVEMBER 23, 2020

This time we don’t look at Southwest’s amazing customer experience. Bestselling author, Tiffani Bova of Salesforce, has written a six-part series that discusses the connection between EX and CX. Bean’s first customer service fiasco, 21st century-style by Paul Selby. How Useful Are Likelihood to Recommend Surveys?

Customer Service 86

Customer Service Net Promoter Score Airlines Contact Center 86

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65