Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 145

Customer Service Social Media Report Culture 145

Kustomer

SEPTEMBER 4, 2023

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. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt. What is Customer Service Coaching?

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. I’m a fan of surveys, but only if they are done correctly.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Course 126

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. The article quotes a survey that claimed 64% of consumers would switch. Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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. Customers are getting survey fatigue.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 103

Customer Service Contact Center Customer Retention Poor Customer Service 103

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

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. Deloitte surveyed 260 C-suite executives about trust. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. How to Improve Your Team’s Customer Service by Evelina Brown (TechDay) A company’s customer service team is at the forefront and represents the company. Today, most customers want speed.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Here are my top five picks from last week.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. What COVID-19 Did to Customer Loyalty by Caroline Jansen. In addition, consumers are spending less money.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

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. A Customer Service Perspective) Consider how L.L.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Small Business Trends) Ready to win back a customer after a bad customer service complaint? It may already be too late.

Customer Service 128

Customer Service Customer Journeys B2B Retail 128

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. My Comment: Is customer experience (CX) broken in most organizations? Follow on Twitter: @Hyken.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Service Untitled

MAY 6, 2013

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. P PRESENT. L LISTEN.

Report 82

Report Consumers Customer Service e-support 82

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. Does everyone hate customer service?

Customer Service 97

Customer Service ROI Customer Service Training CRM 97

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120