ShepHyken

OCTOBER 27, 2017

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.

Customer Service Strategies 76

Customer Service Strategies Strategy Hotels Customer Service 76

Comm100

OCTOBER 11, 2017

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.

Social Media 192

Social Media Customer Service Strategies Strategy Customer Service 192

Russel Lolacher

DECEMBER 10, 2019

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?

Social Media 81

Social Media Customer Service Strategies Strategy Customer Service 81

Think Customers

MAY 12, 2015

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

Customer Care 83

Customer Care Culture Training Technology 83

CSM Magazine

AUGUST 22, 2019

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.

Meeting 52

Meeting Customer Experience Customer Service Strategies Airlines 52

CSM Magazine

OCTOBER 17, 2016

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

Customer Service Strategies 56

Customer Service Strategies Customer Experience Strategy Multi-Channel 56

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020.

Fashion 99

Fashion Video Customer Service Customer Service Training 99

ShepHyken

OCTOBER 3, 2018

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?

Customer Experience 127

Customer Experience Customer Service Training Training Customer Care 127

ShepHyken

DECEMBER 7, 2018

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 127

Tools Customer Experience Hospitality Customer Service 127

ShepHyken

NOVEMBER 16, 2018

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.

Technology 110

Technology Consumers Chief Customer Officer Social Media 110

ShepHyken

MARCH 30, 2018

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 102

NPS Net Promoter Score Average Handle Time Customer Centricity 102

ShepHyken

JUNE 1, 2018

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.

Software 118

Software Comparison System Customer Experience 118

ShepHyken

SEPTEMBER 5, 2018

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.

Customer Service Training 99

Customer Service Training Training Course How To 99

ShepHyken

MARCH 6, 2020

She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. Each department depends upon and dovetails into the other to produce quality service or product.

Hotels 62

Hotels Customer Service Sales Advertising 62

ShepHyken

OCTOBER 20, 2017

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.

omnichannel 101

omnichannel Customer Experience Contact Center System 101

ShepHyken

JULY 21, 2017

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.

Software 105

Software Tools How To Travel 105

ShepHyken

APRIL 21, 2017

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.

How To 97

How To Airlines Social Media Report 97

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

Net Promoter Score 79

Net Promoter Score NPS Sports Travel 79

ShepHyken

NOVEMBER 10, 2017

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.

Customer Journeys 83

Customer Journeys Fashion Travel Transportation 83

ShepHyken

APRIL 25, 2018

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.

Customer Experience 73

Customer Experience Customer Confidence Customer Service Training Course 73

ShepHyken

AUGUST 12, 2016

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.

Customer Experience 97

Customer Experience Customer Service Course Interaction 97

ShepHyken

NOVEMBER 19, 2018

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.

Customer Service 101

Customer Service Hospitality Hotels Tools 101

ShepHyken

JULY 17, 2017

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.

Government 35

Government Net Promoter Score NPS Innovation 35

ShepHyken

APRIL 28, 2017

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.

Customer Experience 107

Customer Experience Customer Service System Data 107

ShepHyken

DECEMBER 17, 2018

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.

Survey 96

Survey Customer Service Case Study Retail 96

ShepHyken

AUGUST 1, 2016

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.

Customer Experience 92

Customer Experience B2C Innovation Social Media 92

ShepHyken

SEPTEMBER 19, 2018

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.

Hotels 25

Hotels Exercises Conference Customer Service Training 25

Think Customers

JULY 2, 2019

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?

Contact Center 52

Contact Center Net Promoter Score Conference Training 52

ShepHyken

NOVEMBER 9, 2018

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.

Company 108

Company Management Resources ROI 108

ShepHyken

MARCH 9, 2018

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.

Customer Service 85

Customer Service Knowledge Base Software Social Media 85

ShepHyken

NOVEMBER 21, 2017

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.

Call Center 58

Call Center Interaction Connections Innovation 58

Natalie Petouhof

SEPTEMBER 12, 2018

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

ROI Customer Service Average Handle Time Contact Center 83

ShepHyken

AUGUST 13, 2018

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?

Customer Experience 81

Customer Experience B2C Customer Service B2B 81

Provide Support

NOVEMBER 24, 2015

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.

Social Media 83

Social Media Customer Service Brands Customer Service Strategies 83

ShepHyken

SEPTEMBER 10, 2018

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.

Customer Experience 16

Customer Experience Social Media Poor Customer Service Customer Service Training 16

Martin Hill-Wilson

JUNE 8, 2015

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.

Multi-Channel 75

Multi-Channel Insurance Customer Experience Entertainment 75

ShepHyken

JULY 22, 2016

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.

Software 81

Software Leadership Measurement Travel 81

Clarabridge

DECEMBER 15, 2016

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.

Social Media 52

Social Media Call Center Customer Service Feedback 52

Clarabridge

DECEMBER 15, 2016

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.

Social Media 52

Social Media Call Center Customer Service Feedback 52

Natalie Petouhof

MAY 27, 2016

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.

Social Media 40

Social Media Automotive Mobile Customer Service ROI 40