ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty?

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

e-support 89

e-support Customer Service Loyalty Data 89

ShepHyken

FEBRUARY 6, 2017

Customers who are willing to recommend you to their friends and colleagues are your best marketing. This article has eleven “data drive” reasons customer advocacy is important and seven tips on how to increase advocacy. How to Build Trust with Internal Customers by Elaine Fogel. There is something here for everyone.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

AUGUST 15, 2016

4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Multichannel Merchant) Here are 4 tips for delivering a richer experience this summer so you can catch online customers in the buying mood before they head off to sunnier pursuits. Call it a “richer” customer experience.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. These are great ideas that almost any customer service/experience innovation program can benefit from. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 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. Follow on Twitter: @Hyken.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. A Customer Discovered Their $350 Lego Set was Missing Pieces. Here are my top five picks from last week. You’ll smile.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

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

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ProProfs Chat

FEBRUARY 7, 2020

The engagement continues until issues are addressed to the satisfaction of customers. . However, customer support should never be seen as a touchpoint for inbound sales. By definition, customer support can be considered as the technical arm of customer care. And customer support is just one such interaction.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

Verint

JANUARY 30, 2018

Two customers responded. It related the company’s experience with the product and provided tips on setting up categories and being sure to take both the foundational and advanced training. One stated, “It’s the best product out there.” The other’s response was more measured and contextual.

Conference 38

Conference Analytics Guidelines Interaction 38

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining.

Customer Service 83

Customer Service Social Media Retail Transportation 83

NobelBiz

FEBRUARY 22, 2023

However, neither customer relations nor customers allow improvisation. Customers’ loyalty is no longer based on pricing or goods. Customers will desert you if you are unable to fulfill their increasing demands. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010!

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

However, neither customer relations nor customers allow improvisation. Customers’ loyalty is no longer based on pricing or goods. Customers will desert you if you are unable to fulfill their increasing demands. In 2021, 67 % of businesses want to focus on customer experience, up from only 36 % in 2010!

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint.

Feedback 111

Feedback How To Analysis e-support 111

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. It made him want to come back.

Customer Service 0

Customer Service Survey Infographics Tips 0

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Bold words, yes, and I stand by them.)

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

DECEMBER 2, 2019

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips) by Stacy Sherman. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees.

Customer Service 20

Customer Service Infographics Culture Retail 20

ShepHyken

AUGUST 21, 2017

Tips On How To Handle Racist Customers by Kelechi Okeke. CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers? Here are tips on how to handle racist or bigoted customers. Here are my top five picks from last week. For information contact or www.hyken.com.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

Qualtrics

NOVEMBER 20, 2020

An omnichannel approach to customer service makes it easy to add or remove channels based on customer preferences and needs. What tools do my service reps need to be able to deliver good customer care on those channels? This is not only good for your agents, it’s good for your customers.

Customer Service 26

Customer Service Social Media Self Service Chatbots 26

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. Hire a happiness hero, customer champion or happiness engineer. (2) Kate Leggett.

CRM 40

CRM Customer Focused Self Service Conference 40