ShepHyken

JULY 8, 2019

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. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 115

Customer Service Social Media Customer Experience Professionals Customer Care 115

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 157

Social Media Customer Service Customer Care Customer Service Training 157

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. Follow on Twitter: @Hyken.

Social Media 116

Social Media Customer Service Trends Tips 116

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how.

Self Service 104

Self Service Customer Service CRM Infographics 104

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2)

CRM 40

CRM Customer Focused Self Service Conference 40

ShepHyken

JANUARY 28, 2019

The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. Consider rule number one, which is “Play like you want to be remembered,” Not a bad strategy for any company that wants to win over their customers. ” Download it today! Follow on Twitter: @Hyken.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. All Business) Customer satisfaction matters and can make or break your business.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. Ten tips for delivering a good customer experience b y Amanda Newman . (IT

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Nimble

AUGUST 4, 2015

You’re waiting in line at a clothing store. The only element that stands between you and your receipt is the little old lady in front of you screeching about why she should be allowed to returned her year old moccasins. She claimed she never used them. That she never took strolls around the block in [.].

Customer Care 40

Customer Care Customers Customer Focused Tips 40

ShepHyken

DECEMBER 11, 2019

Share content that is all about the customer and not about the company. There you have it—your first ten tips to make 2020 your best year of customer service and experience yet. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

OCTOBER 21, 2019

My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. This article has one of my favorite stats, which is how companies focused on CX not only substantially outperformed the market, but also outperform CX laggards by almost three times!

Customer Service 79

Customer Service eBook B2B CRM 79

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? Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

SEPTEMBER 4, 2017

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. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Kayako

NOVEMBER 21, 2018

For instance, Chick-Fil-A’s customer service is so noteworthy it spawned countless memes and is one of the keys to them generating more revenue per restaurant than any other fast food chain in the U.S. The brands mentioned above aren’t just shaping the customer service experience for their customers.

Culture 120

Culture Banking How To Customer Service 120

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

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

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. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Self Service Customer Centricity Video 86

ShepHyken

NOVEMBER 21, 2018

Some companies have earned a reputation that keeps bringing their customers back, again and again. That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction. The post Five Ways to Create Customer Loyalty appeared first on Shep Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. 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.

Hospitality 130

Hospitality Customer Service Training Customers Video 130

delighted

JANUARY 7, 2021

Using visual mapping to tell a story to your company will not only set a united standard for exceptional customer care, but improve customer experience and customer retention in the long run. Customer journey map design. There’s no correct or incorrect way to create a customer journey map.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

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.

Social Media 48

Social Media Customer Service Chatbots Tips 48

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

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 123

Airlines Customer Service Infographics Customer Retention 123

ShepHyken

JANUARY 2, 2017

When AI (artificial intelligence) kicks in and delivers personalized and relevant messages to the customers – the kind they want and when they want them. Very cool information, and we’ve only seen the tip of the iceberg when it comes to this concept. Customer Feedback: How To Ask For And Implement It by Lauren Dowdle.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

APRIL 2, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Do you want happier customers? My Comment: Do you want more sales? Yes and yes!) Follow on Twitter: @Hyken.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. My Comment: The title of this article says there are six tips.

Customer Service 77

Customer Service Infographics Metrics Loyalty 77

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. For information contact or www.hyken.com.

Social Media 48

Social Media Customer Service Self Service B2C 48

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

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. QuestionPro) Organizations have long emphasized on customer experience and the value it adds to the organization. Great info!

Customer Service 0

Customer Service Survey Infographics Tips 0

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

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

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

DECEMBER 24, 2018

After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee. Future CX: Tips for 2019 digital marketing success by Stuart Banbery. Great info to help make the case for investing in a good customer service experience. Follow on Twitter: @Hyken.

e-support 88

e-support Customer Service Loyalty Data 88

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. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

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. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26