ShepHyken

MARCH 7, 2018

A talented receptionist is a friendly voice greeting customers who may have questions or concerns about the company, or perhaps a potential customer getting their first impression of the company’s service and culture. They answer phones, emails, texts, social media comments, and more.

Customer Service Representative 179

Customer Service Representative Banking Social Media Customer Service Training 179

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Know Your Customer Avatar.

Tips 146

Tips Customer Experience Management Return on Investment 146

Vonage

JUNE 6, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

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

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? When was the last time you updated your company’s customer service training material? Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

Vonage

OCTOBER 26, 2015

Go beyond lip service. What has been posted by a customer recently on social media that has created positive buzz? We may not be as good as we think if no-one is raving about us via social media. Get the basics right, be responsive, follow up, master a lasting impression and your customers will talk.

Customer Experience 120

Customer Experience Social Media Customer Service Training Customers 120

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

Vonage

MARCH 14, 2017

Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com.

Customer Service 136

Customer Service Sports Social Media Culture 136

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.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Vonage

OCTOBER 20, 2015

The answer is great customer service. Leaders at small-to-medium-sized businesses need to instill a culture of good customer service, which will aid growth – and continue to be the company culture as the business grows. Top customer service quotes and what you can learn from them.

Customer Service 120

Customer Service Social Media Poor Customer Service Culture 120

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

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 291

Strategy Customer Experience How To Customer Journeys 291

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

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

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

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

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. This training has to be implemented from the very beginning of employee orientation since each and every team member represents a face of the organization. Vendors have to develop an integrated approach to customer service training.

Customer Service 143

Customer Service Hotels Social Media Software 143

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 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

Comm100

OCTOBER 30, 2017

Take A Peek At Their Other Social Feeds. Twitter can be a social media goldmine for thoughtful gift-givers, giving you 140-character glimpses into what your customer likes. If your customer has a Pinterest account, bingo – they’ve likely pinned all sorts of things which excite and inspire them. Get them a box set.

Fashion 211

Fashion eBook Social Media Customers 211

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

Comm100

OCTOBER 8, 2016

By the way: Don’t forget to update your current customers on your latest post! Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Create educational and training materials. 52% of U.S.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

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

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. Are you a frustrated agent looking for answers?

Customers 320

Customers Customer Service Ecommerce eBook 320

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

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

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

Magellan Solutions

MARCH 24, 2020

This multi-awarded newspaper outsourced its inbound customer retention to a BPO company. Hootsuite is a social media management platform that aims to transform social enterprises by connecting people with the world. Established in 2008, Hootsuite is serving over 18 million customers. Good company culture.

Company 40

Company Customer Service Call Center Telecommunications 40

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

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

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

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

ShepHyken

JULY 10, 2023

For many, the cycle of recruiting, hiring, onboarding, and training amounts to a revolving door. At that rate, it’s especially challenging to cultivate a culture that prioritizes customer experience excellence that consistently delivers memorable wow moments. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Tips Social Media Consumers 12

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

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