ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Almost any business can benefit from reviews.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila. Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

Myra Golden

JUNE 2, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. ” This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. This training is perfect for: Customer service professionals who deal with difficult customers on a daily basis.

Contact Center 40

Contact Center Training Customer Service Training How To 40

ShepHyken

JULY 26, 2021

Lessons from the pandemic can improve your customers’ experiences by Joyce Kim. and hopefully soon, worldwide, it’s important to recognize the lasting impact the last year has had on consumers and how we can use these learnings to inform our business strategy going forward. Fast Company) As we move closer to recovery in the U.S.,

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

ShepHyken

OCTOBER 26, 2020

And COVID-19 changed the way customers buy along with their logic in what they buy. Even if you’re not in retail, it’s important to understand basic consumer behavior, as more and more it crosses over into the B2B world. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

JANUARY 31, 2022

10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. How Do You Solve a Problem Like… Eroding Customer Loyalty?

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. The concept of ROX is a new one.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

JULY 17, 2023

In this article, the author asked Bing AI four questions, such as, “How should my contact center agents handle a conversation when the person’s been on hold for more than 10 minutes?” Back when this expression was in vogue, consumers had far fewer choices than today so, ultimately, customer satisfaction wasn’t really a big concern.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. Out of 1,000 consumers, 65% said, “Yes.” 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JULY 4, 2022

7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

AUGUST 24, 2020

The 6 Pillars to Create a Positive Digital Customer Experience (dCX) by Andre Havro. Business2Community) With a global crisis forcing many companies to close or operate at reduced capacity, it may be surprising to learn that consumers expect service to remain unchanged. Thank you to Shelf.io for this great surprise!

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. We knew that!)

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. But three in particular stand out.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. I asked seven world-famous customer experience gurus to share their secrets for being well served. What trends can they reveal in consumer behavior?

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: Let’s jump over to the contact center world with a great article from our friends at Sharpen.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

SEPTEMBER 28, 2020

(The Next Web) No matter what kind of business you run, a huge part of your business’ success ties back to your customer service strategy; according to a 2017 Microsoft report, more than half of consumers have stopped doing business with a company due to poor customer service.

Customer Service 75

Customer Service Culture Poor Customer Service Contact Center 75

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. What else can they—and your organization—do to make things even easier for the consumer? Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

SEPTEMBER 14, 2020

Call Centers Are Out Experience Centers Are In by NobelBiz. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. Take a quick read through this short ebook and start thinking in terms of experience versus customer support.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

MARCH 18, 2019

Improving NPS for a Better Customer Experience by Kathy Doering. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. Leverage AI To Remove Friction From The Customer Service Experience by Puneet Mehta.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Vonage

JANUARY 24, 2017

The company does not sell direct to consumers, but promised to refer his request to an official “reseller.”. KP contacted the company again. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP!

Customer Service 133

Customer Service Advertising Contact Center Culture 133

ShepHyken

JANUARY 28, 2019

It answers the question, “If customer service were a fruit, what fruit would it be, and why?” Fonolo) According to Forrester, today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.”. ” Get ready to smile! ” Download it today!

Social Media 98

Social Media Customer Service Customer Care Insurance 98

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

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. Consumers may turn to Lyft.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Vonage

OCTOBER 22, 2015

Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience. Find out how our gamification system, Motivate for Service , could help to keep your team motivated. Social media.

Technology 120

Technology Customer Service Gamification Wireless 120

Stella Connect

DECEMBER 15, 2021

This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK. 4 Critical Customer Support Trends and Why They Matter for Your Business.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

JANUARY 29, 2018

(Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. The aim is to modernize customer services. How To Make A Customer by David Beaumont. CXService 360) Make a customer???

Customer Service 93

Customer Service Social Media Tips Trends 93

Stella Connect

SEPTEMBER 16, 2021

That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. by Lia Winograd .

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

MAY 11, 2022

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? The post Would You Rather Clean a Toilet Than Call Customer Support??

First Call Resolution 75

First Call Resolution Customer Service Training Customers Tips 75

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. For information contact or www.hyken.com. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Comm100

MAY 10, 2018

However, complaining customers are often indicative of a bigger issue – one where the majority of those who are affected don’t care enough to speak out at all. According to the White House Office of Consumer Affairs, for every customer who bothers to complain, 26 customers remain silent.

Customers 206

Customers eBook Policies Customer Service Training 206

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. But today, consumers are more connected, distracted, and informed than ever before. So the margin for error for crafting long-term customer relationships is razor-thin.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. Matt Wucjiak of CCW gives a look into the future.

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65