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 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

ShepHyken

FEBRUARY 19, 2023

Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them. My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 86

Study Survey Customer Service Training Customer Service 86

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 77

Study Survey Customer Service Training Customer Service 77

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

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

ShepHyken

MARCH 18, 2019

(CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey. It’s one thing to implement the survey to get feedback.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. What to Look for In Customer Service Training Programs.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” Sharpen) Here’s part II in our series about the future of customer experience. My Comment: This short article is an introduction as to why investing in social media customer service is worthwhile.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Loyalty Programs.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JULY 24, 2023

According to the Shippo/Harris Poll survey, “Nearly three in four Americans who have made online purchase returns in the past 12 months (72%) have noticed retailers making online purchase returns more difficult over that time span, and more than half (54%) have felt blindsided by a retailer changing their online purchase return policy.”

Customer Service 12

Customer Service Effort Score Retail B2B 12

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Give Your Customers More Accurate Help.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 1, 2023

Low Touch : Low touch services tend to be more transactional, focusing on the efficiency of each interaction. Service Efficiency High Touch : High touch services may be more time-consuming due to personalized attention and human interaction. Here’s a step-by-step guide on how to create it: 1.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

OCTOBER 1, 2018

My Comment: Customer service is not just for customers. Here are three great customer service strategies that will work for your employees, too. Creating a better employee experience will result in a better customer experience. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs.

Customer Service 17

Customer Service Infographics Employee Experience Customer Service Strategies 17

ShepHyken

DECEMBER 20, 2017

That means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around. Now, while the survey is focused on retail and consumers, don’t be fooled into thinking someone in the B2B space is exempt.

Customer Service 109

Customer Service Competitive Advantage B2C Culture 109