ShepHyken

MAY 20, 2020

If you’re not intentionally doing it already, it’s time to add a peace of mind strategy to your customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 141

Customer Service Training Training Customer Service Course 141

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support. Follow on Twitter: @Hyken.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

SEPTEMBER 23, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Effort Score 132

Effort Score Exercises Travel Customer Service Training 132

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. And, that’s not crazy at all!

Customer Service 93

Customer Service Fashion Customer Satisfaction Customer Service Training 93

ShepHyken

MARCH 20, 2017

As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

DECEMBER 11, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

JUNE 20, 2018

There are many new technologies coming down the pike, but keep in mind the technology needs to make your customers’ lives better – not just yours. Be Convenient – We’ll wrap up this list with a powerful concept that may be the biggest disruption strategy today. The concept of convenience is the new wave of customer service.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. An effective Social Listening strategy can provide a significant business advantage to an ecommerce or brick-and-mortar business, and build a great brand.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Follow on Twitter: @Hyken.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

JANUARY 8, 2018

(What’s happening inside your organization is felt on the outside by your customers!). 5 Strategies for Delivering a Seamless Customer Experience by ShaDrena Simon. iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

MAY 10, 2017

It’s a dangerous strategy. You may get the customer once, but they may not come back when they realize you didn’t keep your promise. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. The point is not to over promise and under deliver. Follow on Twitter: @Hyken.

Hotels 104

Hotels Customer Service Training Course Training 104

ShepHyken

OCTOBER 3, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 120

Customer Service Training Customer Service Customers Training 120

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. That same agreement, however, is often lacking when it comes to company’s vision of customer experience.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Ironically, the theme of gratitude may actually be our best strategy in the new year. My Comment: Innovation expert Josh Linkner moved into the customer service/experience area with this excellent article about creating (irresistible) value for customers.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

SEPTEMBER 5, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Self Service 90

Self Service Customer Service Training Training Customer Service 90

ShepHyken

AUGUST 15, 2016

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. The 30 Things Customers Really Value by Eric Almquist. Follow on Twitter: @Hyken

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Talk about delivering customer amazement! Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

AUGUST 1, 2016

These are great ideas that almost any customer service/experience innovation program can benefit from. A small change on Twitter – A Massive Twitter Customer Care Implication by Mark Shaw. Mark Shaw) A small change on Twitter – A Massive Twitter Customer care Implication. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. 5 Ways to Deliver an Unexpectedly Delightful Customer Experience by Square.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

APRIL 25, 2018

And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Confidence 64

Customer Confidence Customer Service Training Course Customer Service 64

ShepHyken

OCTOBER 14, 2019

Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

ShepHyken

NOVEMBER 20, 2017

Learn how it’s driven by machine learning, delivered across channels and powered by in-depth customer data. Get inspired by the potential for your business and gain insights on how to develop your own personalization strategy and program. One of the big topics driving the customer experience today is “personalization.”

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ShepHyken

AUGUST 7, 2017

The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. An effective Social Listening strategy can provide a significant business advantage to an ecommerce or brick-and-mortar business, and build a great brand.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

SEPTEMBER 19, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 23

Hotels Exercises Conference Customer Service Training 23

ShepHyken

JULY 8, 2019

If you’ve been following my work, you know how important the concept of easy and convenient is as a customer experience business strategy. Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with.

Customer Service 117

Customer Service Social Media Customer Experience Professionals Customer Care 117

ShepHyken

MAY 2, 2022

My Comment: What will bad customer experience management cost you? Britany’s definition for CXM is A system of strategies focused on boosting customer satisfaction and engagement.” Financial services seem to be the focus, but I believe almost any type of organization will benefit from reading this article.

Customer Service 70

Customer Service Social Media NPS Customer Experience Management 70

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132