You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service.

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.

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Start Your Social Media Customer Service Strategy Here

Russel Lolacher

STRATEGY (strat·e·gy) /?strad?j?/. ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers?

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

Adding Real Value Through an Effective Customer Service Strategy

CSM Magazine

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. Taking care to listen. Customer Service News

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.

Tools 119

Take Your Customers Where They Need to Go, Not Where They Want to Go

ShepHyken

This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them?

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business.

Sometimes It’s Just the Right Thing to Do

ShepHyken

We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. I worked at a self-service gas station.

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience

ShepHyken

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric.

NPS 89

Guest Blog: Things to Consider Before Buying a Live Chat Software

ShepHyken

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Every business aims to delight their customers.

Guest Blog: Assistive AI for Real Work

ShepHyken

This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers

ShepHyken

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience.

What Does Perfect Service Recovery Look Like?

ShepHyken

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. And, they didn’t get there by disappointing their customers.

Guest Blog: How to Handle a Know-It-All

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The customer had been told twice not to enter that area of the warehouse.

Guest Blog: What Improvisation Teaches Us About Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. For those on the front lines of customer service, perhaps the only constant is variability.

Guest Blog: Live Chat Simplifies the Customer Journey

ShepHyken

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken.

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET.

Contact Center Leaders: Look Back to Look Forward

Think Customers

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

People Always Complain About That

ShepHyken

We do an exercise in our customer service workshops. 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.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

5 Top Customer Service Articles For the Week of July 17, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. However, because customers are more informed than ever, they expect more.

5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.

Guest Blog: How Virtual Web Assistants Provide Productivity for Busy Companies

ShepHyken

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service.

Five Steps to Strategically Choose AI For Customer Service

Natalie Petouhof

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

ROI 83

12 Reasons I Want Customer Service on Social Media

Provide Support

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

Amazing Business Radio: Robert Weideman

ShepHyken

AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence.

Guest Blog: Digitalizing Customer Service for 2018

ShepHyken

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It doesn’t take much to step in the right direction and begin improving the customer journey.

5 Top Customer Service Articles for the Week of August 13, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service?

5 Top Customer Service Articles for the Week of September 10, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Empathy… customers want you to understand them.

Where We Are Really At In Omni-Channel

Martin Hill-Wilson

I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Customer hubs. How Customers Left Brands In The Dust. In this post we will start with customers and what they have done so far.

Jump into Proactive Social Customer Service

Clarabridge

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs.

Jump into Proactive Social Customer Service

Clarabridge

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

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. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA

ijgolding

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Send company personnel to a customer experience conference.

Retain the Human Touch: How to Deliver Personalised and Helpful Customer Service

CSM Magazine

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. The speaker line-up for 2019 is a list of who’s who in the European customer scene. Customer Service News