Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Gather insight from customers II. Published on: February 22, 2017. But how do you achieve this? Monitoring VI.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

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. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

JULY 19, 2021

Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. How Consumers Now Define a Good Customer Experience by Jack M.

Customer Service 146

Customer Service Chief Customer Officer Contact Center Customer Service Training 146

Gainsight

APRIL 23, 2019

These tips are just a taste of the product experience best practices that will be shared at Pulse 2019. On May 21-24, over 5,000 growth-focused SaaS professionals will meet in San Francisco for four days of education, inspiration, and connection. Tip #1: Build a self-sufficient team. Tip #3: Actively listen to your users.

Tips 49

Tips Management Roadmap Conference 49

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. But, are you asking the questions the right way?

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

NOVEMBER 22, 2021

This article shares some simple ways to improve the customer experience. 15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. My Comment: Here’s another list that includes 15 more tips to improve CX. There is no way to know what a customer is thinking if you don’t interact with them.

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

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.

Customer Service 155

Customer Service Customer Retention Loyalty Retail 155

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science. Here are my top five picks from last week.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

NOVEMBER 1, 2020

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. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

Customer Service 105

Customer Service Self Service Tips Guidelines 105

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

MARCH 2, 2020

Check out this pyramid which shows that the higher the product is on the four levels of the pyramid, the more valuable it is to the customer. PhocusWire) Consumer devotion has become the holy grail of the hospitality industry, and the battle for it is more intense than ever. Their key is creating confidence.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

MAY 17, 2021

How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. The sixth tip, which features specific verbiage to use, is very tactical. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

AUGUST 2, 2021

One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. 9 Actionable Tips For ECommerce Multichannel Marketing by Nick Shaw. My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. Okay, not a surprise anymore.

Customer Service 93

Customer Service Hospitality Ecommerce Tips 93

BirdEye

NOVEMBER 8, 2023

41 best eCommerce review sites most used in the USA 7 benefits of getting customer reviews on these eCommerce review sites 3 ways to showcase customer reviews on your website Do eCommerce review sites influence SEO? Here are 5 tips to get more customer reviews How does Birdeye help you get more reviews from satisfied customers?

Ecommerce 57

Ecommerce Travel Hotels Social Media 57

CX Journey

SEPTEMBER 19, 2014

Source: Genesys 80% of big companies described themselves as delivering “superior” service, but only 8% of customers say they’ve experienced “superior” service from these companies. Source: The New Yorker 66% of consumers switched companies in at least one of ten industries due to poor service in the past year. Simon Sinek.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

ShepHyken

APRIL 26, 2021

Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands. My comment: Whenever there is a chance to learn what major brands are doing to be successful and create a better customer experience, I pay close attention. Thank you MattsenKumar!).

Customer Service 135

Customer Service Loyalty Programs Social Media Contact Center 135

Happy or Not

APRIL 13, 2022

Together, these create the overall omnichannel customer experience. . Hybrid shopping” is simply a term given to refer to the increasing tendency of consumers blending the best of online and in-store to create their ideal hybrid shopping experience. Hybrid shopping vs. omnichannel – is it the same? .

Omni-Channel 69

Omni-Channel Retail Feedback Touchpoint 69

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

JUNE 3, 2019

10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here’s a good “Top Ten” type of list to help you improve your customer experience. My Comment: This list focuses on different types of survey questions.

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

ShepHyken

JUNE 24, 2019

This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service. 5 Communication Tips That Will Boost Customer Trust by Syed Balkhi . The customer service you provide would be… Amazing!

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. Your Customers Have Changed. Customers expect an easy, frictionless experience.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. Set customer service agents up for success as Black Friday approaches by Paul Selby. Here are my top five picks from last week.

Customer Service 74

Customer Service Ecommerce Retail Tips 74

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. Thank you, CX Network!)

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Tips for Success with Subscription Business Models by Amanda Davis. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

NOVEMBER 11, 2019

So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. by Matt Seeley.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

JULY 4, 2016

3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that. My Comment: Twitter has become a viable and popular customer service channel.

Customer Service 81

Customer Service Culture Hotels Tips 81

BirdEye

MARCH 24, 2023

In this guide, we’ll provide you with the tools, tips, and strategies you need to thrive in the year ahead. Market development strategy focuses on the consumer and their journey right from awareness to loyalty and all the strategies employed to ensure they reach that loyalty stage. Build a strong customer referral program.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

ShepHyken

AUGUST 24, 2020

13 Actionable Tips to Attract More Clients to Your Law Firm by Jacob Maslow. LegalScoops) Here are actionable tips that can be employed to successfully maintain and grow client relationships, which results in a profitable customer base for your law firm. Thank you to Shelf.io for this great surprise! Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84