ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular. Pun intended!) This article suggests three “projects” to consider.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

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. Social media. How to build a culture of customer service excellence. Gamification.

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

MARCH 18, 2019

(B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

JANUARY 29, 2018

At the end, there is a good summary of tips to improve a company’s customer service. Bridging the social media and business enterprise gap: Interview Special by Tim Sandle. The aim is to modernize customer services. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Social Media Tips Trends 93

Comm100

OCTOBER 25, 2017

This experience is becoming more and more common, and it doesn’t just apply to coffee shops – the rise in customer expectations for great service applies to businesses of all types around the world. It’s no secret that customers nowadays expect a lot. Why Are Customers So Important? written by Kaye Chapman.

Customers 312

Customers Customer Service Ecommerce eBook 312

Stella Connect

JANUARY 28, 2022

Your agents on the frontlines are fielding inquiries, sifting through comments, and handling interactions across email, chat, SMS, social media, phone calls, in person, and more. They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Support agent growth and development. #5:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Comm100

MAY 10, 2018

This newly strengthened relationship comes with an added perk: complaining customers who are impressed by a company’s resolution often let their social circles know, either in person or on social media. Unfortunately, not all customers make genuine complaints. Source: Xbox. They Keep You on Your Toes.

Customers 200

Customers eBook Policies Customer Service Training 200

Stella Connect

DECEMBER 15, 2021

Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Discover More Customer Support Trends Every Business Needs to Know.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base.

Contact Center 111

Contact Center Tips Management Call Center 111

ShepHyken

JULY 11, 2022

(Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

NOVEMBER 28, 2022

He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams. My Comment: Of course, you listen to your customers! Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

ShepHyken

FEBRUARY 24, 2017

In this age of 24/7 news channels and social media, we’ve all come accustomed to breaking news stories about celebrities and politicians. Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. So how can your contact center best prepare for breaking news?

Contact Center 84

Contact Center Social Media Guidelines Training 84

Provide Support

JULY 20, 2017

Here is why you should take them very seriously: Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference. 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.

Social Media 69

Social Media Customers Interaction Customer Service 69

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Sharpen) Customer service research: people are less patient; need their omni channel inquiries solved quickly. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Dan’s 20-year career has consistently focused on delighting customers. He is an international keynote speaker who believes that a remarkable customer experience is your best marketing.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Dan’s 20-year career has consistently focused on delighting customers. He is an international keynote speaker who believes that a remarkable customer experience is your best marketing.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Social Media Groups and Boards to Follow. Share with us in the comments below!

Resources 109

Resources Customer Service Customer Service Training Course 109

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

DECEMBER 16, 2019

My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. Here are four ways to focus on the inside of your organization that will have a direct impact on the customer.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Training 105

Training Customer Experience Customer Journeys How To 105

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. Training Length: 41 minutes, includes quiz.

Customer Service 40

Customer Service Training Customer Service Training Course 40