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

SEPTEMBER 19, 2022

6 Types of Customer Loyalty Programs to Help Grow Your Small Business by Social Media Today. Social Media Today) Rewards points, VIP privilege, Tiered programs, Omnichannel programs, Cashback – What is the best loyalty program to help grow your business? Here is an infographic. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

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. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

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. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 17, 2018

Think about how big these brands are and how they have woven their way into our culture. Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other.

How To 121

How To Social Media Customer Care Brands 121

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

OCTOBER 7, 2019

6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. At the best companies, it’s part of the culture.

Customer Service 113

Customer Service Infographics Customer Centricity Social Media 113

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions. (The

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

MARCH 11, 2019

There’s the company’s viewpoint and the customer’s viewpoint. My Comment: What do you do when a customer’s complaint gets escalated to a level beyond support or a social thrashing on a social media channel. It’s in the culture of a company. But what about a counterpoint?

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? by Sue Duris.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

DECEMBER 18, 2019

The mantra is a simple phrase—one sentence or less—that sums up your customer service culture. Do more on social media. Participate in conversations on social platforms and become part of the online customer community. For those that don’t have one, now is the time to create one.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

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. Customer service needs to be embedded in the culture. Follow on Twitter: @Hyken.

Customer Service 109

Customer Service Employee Engagement Social Media Fashion 109

ShepHyken

SEPTEMBER 25, 2019

That’s the important part—giving the customer your contact info at the beginning of the message. Responding to Messages: This includes phone, email, social media, and any other messaging app. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 125

Customer Service Social Media Customer Service Training Customers 125

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. 4 Negotiation Strategies for Managing Difficult Retail Customers by Dean Kaplan.

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

JULY 18, 2016

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

JANUARY 3, 2018

Whether you invest in sophisticated software that tracks and analyzes customer data, or you simply remember them when they walk through your doors, recognize your customers want and expect you to give them a personalized experience. The post Five Customer Service Must-Do’s For 2018 appeared first on Shep Hyken.

Customer Service 112

Customer Service Self Service Tips Social Media 112

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Customer Service 23

Customer Service Culture Customer Retention Video 23

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 25, 2016

(Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. Our friends at Help Scout shares a great list of 27 books on customer service, experience, culture and more that will help keep you at the top of your game.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

MAY 22, 2017

So what led to this so-called “perfect storm” of customer experience failings, and what, if anything, can be done to improve CX within the airline industry? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Social Media 24

Social Media Customer Service Retail Loyalty 24

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 13, 2017

Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob Thompson. Chelsea Krost. Jeanne Bliss. Lincoln Murphy. Micah Solomon.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

AUGUST 21, 2017

The part that comes next – contacting customer service to get your problem fixed – is full of pitfalls that can add to the frustration, be it faulty voice recognition, boilerplate email responses, rude representatives or long waits. My Comment: I’m a big fan of companies having a Twitter presence and responding to customers.

Customer Service 19

Customer Service Infographics Fashion Social Media 19