ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 94

Customer Service Retail Loyalty Study 94

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Employees are supposed to focus on helping customers, not selling products.

Customer Focused 40

Customer Focused Company Airlines Culture 40

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers? What should they change?

Customer Service 104

Customer Service Self Service Tips Guidelines 104

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. How do you retain customers’ trust?

Customer Service 114

Customer Service Loyalty Customer Centricity Customer Service Training 114

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. And COVID-19 changed the way customers buy along with their logic in what they buy.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. The Rise of Omnichannel Support The rise of omnichannel support is one of the most noticeable changes in customer service.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

CSM Magazine

JUNE 19, 2022

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience? Failing to listen to customers.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. Post-pandemic companies are faced with evolving and reimagined consumers, according to Accenture.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Think Customers

OCTOBER 12, 2020

Digital became a lifeline for companies struggling to maintain their operations and customer experiences in a completely virtual marketplace. Traditional digital transformation projects were largely on hold as companies focused on business continuity and readjusting their business for creating “the new normal.” Remote workforces.

ROI 52

ROI Healthcare Insurance Contact Center 52

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR How do they do it?

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. This article shows how customer experience and marketing can tie into a game. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer service and the customer experience are at the forefront of conversations about success and excellence in business. How can business leaders shape the future of their organizations using a customer-centric approach?

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

CSM Magazine

AUGUST 10, 2017

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. True insight organisations are building market share by taking customers away from un-insightful, non-listening, non-responsive businesses.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. That said, you’ll enjoy this author’s version of how to WOW your customers.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

CSM Magazine

SEPTEMBER 14, 2020

Customer service is a constantly evolving area – almost daily, new customer trends and new ways of approaching customer relationships seem to emerge. Technology has increased the opportunities and avenues for customer interaction. Doing this will mean that you: Provide your customers with flexibility.

Customer Service 52

Customer Service Loyalty Innovation Social Media 52

CSM Magazine

SEPTEMBER 13, 2022

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues.

Communication 52

Communication Customers Course Customer Service 52

CSM Magazine

FEBRUARY 13, 2020

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. This is true both for employees greeting customers in person and those answering the phone.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

CSM Magazine

DECEMBER 30, 2019

Customer returns can be a huge burden on businesses, especially around peak shopping seasons. More and more consumers are expecting frictionless returns with businesses, while businesses are looking to save time, money and their reputation by making the returns process simple. Make Your Returns Policy Simple, Easy and Visible.

Policies 59

Policies Tips Feedback Customers 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. The idea behind the article is to “delight” the customer, rather than to just serve them. Here are my top five picks from last week.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. There have never been more ways to engage a customer than right now. What Does it Take to Deliver a Great Customer Experience? by Paroma Sen.

Customer Service 16

Customer Service Retail B2B Customer Service Training 16

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CSM Magazine

JANUARY 27, 2021

Providing a great customer experience has never been more important than it is today. Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. This intense customer focus has paid off for those who’ve gotten their customer experience just right. This intense customer focus has paid off for those who’ve gotten their customer experience just right.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it.

Self Service 80

Self Service Industry Banking Video 80

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. All You Need Is Love.”

Customer Service 15

Customer Service Financial Loyalty Tips 15

CSM Magazine

JULY 12, 2020

The marketing landscape is constantly changing and evolving, and the increasing demand from customers is one of the main factors in this. Nowadays customers want ‘immediate’, whether that’s immediate results, immediate satisfaction, or immediate blame. Customers’ expectations of businesses are constantly changing.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. Do You Really Know Who Your Customers Are?

Customer Service 12

Customer Service Self Service Retail Airlines 12

CSM Magazine

DECEMBER 21, 2022

In addition to altering our shopping habits, it is also influencing how we interact with social media, engage in games, and consume media. Using low-cost digital technologies, your transformation team may develop ways to improve the customer experience. How will future customers interact with your business?

Policies 52

Policies Social Media Culture Employee Engagement 52

CSM Magazine

OCTOBER 6, 2015

Hitachi Capital Consumer Finance (HCCF) is leading the finance industry in using customer feedback to shape both its service and products. . This customer focused approach has driven significant growth, with the lender providing a loan every 60 seconds. The lender currently has a 98 per cent customer satisfaction rating.

Feedback 40

Feedback Retail Social Media Touchpoint 40

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CSM Magazine

FEBRUARY 19, 2016

Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience, getting a customer to return depends on more than simple satisfaction.

Connections 40

Connections Customer Satisfaction Loyalty Customers 40