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 78

Customer Service Strategies Strategy Hotels Customer Service 78

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 85

Social Media Customer Service Strategies Strategy Customer Service 85

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Are your customers’ experiences with your organization being impacted by a service strategy that doesn’t satisfy?

Customer Experience 52

Customer Experience Customer Service Strategies Chief Customer Officer Poor Customer Service 52

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? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Social Media 111

Social Media Customer Service Strategies Customer Experience Strategy 111

delighted

MARCH 9, 2021

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. Routinely collect customer feedback.

Customer Experience 56

Customer Experience Customer Service Strategies Social Media Net Promoter Score 56

Advantage Communications

MAY 4, 2021

While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black Friday brings. Customer Service Trends

Communication 83

Communication Customer Care Customer Service Strategies Strategy 83

ShepHyken

SEPTEMBER 23, 2020

What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. The customer is happy. Much of my life is spent traveling.

Exercises 118

Exercises Effort Score Travel Customer Service Training 118

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. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. We all have at least one thing in common – we’re passionate about Customer care.

Customer Experience 40

Customer Experience Airlines Meeting Customer Service Strategies 40

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 111

Hotels Customer Service Conference Travel 111

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

1 to 1

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 41

Customer Care Culture Training Technology 41

Shep Hyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Yet service without care is like a doctor without a soothing bedside manner.

Customer Experience 59

Customer Experience Customer Service Loyalty Programs Customer Service Training 59

Shep Hyken

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. Customers call us, but we didn’t invent the phone.”

Social Media 109

Social Media Customer Service Customer Care Customer Service Training 109

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? Good customer service isn’t always giving a person what they want. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Experience 98

Customer Experience Customer Service Training Training Meeting 98

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. Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. suggesting is that you might be able to secure some serious customer service wins via text.

Tools 98

Tools Customer Experience Hospitality Customer Service 98

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. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care. Using a simple survey sent to customers/visitors after each conversation, you are able to analyze the level of satisfaction.

NPS 80

NPS Net Promoter Score Average Handle Time Customer Centricity 80

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. Here are a few things that you need to keep in mind as you reinvent your strategies to keep up with the consumers. Customers are connected.

Technology 86

Technology Consumers Social Media Chief Customer Officer 86

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. Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers. But do they always succeed in making their customers happy? Increases Customer Satisfaction Ratings.

Software 91

Software Comparison Customer Experience System 91

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. But, sometimes there are opportunities to deliver customer service when it’s not expected. I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas.

Customer Service Training 76

Customer Service Training Training Course How To 76

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 Conference Travel 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. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. – Shep Hyken. At Genesys, we make customer experience management systems that use assistive AI development — we call it “blended AI” and have personified it as “Kate.”

omnichannel 79

omnichannel Customer Experience Contact Center System 79

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. If he or she lacks any, they might not be the best choice for your customer support team. Both of these elements are important, as grammatically incorrect texts can lead to various misunderstandings, making the communication with the customer harder.

Software 82

Software Tools Travel Knowledge Base 82

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 key is to do it in such a way that also restores confidence, even when the customer is difficult. It’s the Know-it-all customer’s attitude and manner that gives you heartburn. The customer had been told twice not to enter that area of the warehouse.

Airlines 75

Airlines Social Media How To Report 75

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. Businesses often face multiple challenges with respect to how to simplify the customer journey. Many times, businesses want tools or resources that help their customers. 3. Provides a seamless customer on-boarding experience.

Customer Journeys 65

Customer Journeys Fashion Travel Transportation 65

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. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. For those on the front lines of customer service, perhaps the only constant is variability. Customer Service Patterns and Scripts.

Customer Experience 75

Customer Experience Customer Service Course Interaction 75

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. For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. And, they didn’t get there by disappointing their customers. The customer tells other people.

Customer Experience 56

Customer Experience Customer Confidence Customer Service Training Course 56

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 103

Net Promoter Score NPS Customer Service Sports 103

Shep Hyken

AUGUST 6, 2021

She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications.

Call Center 72

Call Center Customer Experience Training Analysis 72

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! 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.” How to Find Value in Every Customer by Knowledge@Wharton.

Hospitality 79

Hospitality Hotels Customer Service Tools 79

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. 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. The Many Choices When Measuring Service by Paul Selby.

Government 27

Government Net Promoter Score NPS Innovation 27

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. Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

Survey 76

Survey Case Study Retail Customer Service 76

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 service needs customer data. Priceless customer information is generated every time a customer interacts with you. Customers pick and choose how they communicate.

Customer Experience 84

Customer Experience Customer Service System Data 84

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. Here are twelve ways to use social media to enhance the relationship you have with your customers.

Customer Experience 71

Customer Experience B2C Innovation B2B 71

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

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. App Customer Care Customer Service Strategies approach to systems and processes customer complaints customer service workshops

Hotels 19

Hotels Exercises Conference Customer Service Training 19

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. In nearly every organization, the customer service department is the life force that drives the success of the company, and maintaining that integrity is vital.

Company 84

Company Management Resources ROI 84

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one. Customer Service Trends

Communication 83

Communication Contact Center Metrics Customer Service Strategies 83

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 is no secret that customers are turning towards digital communication channels when contacting organizations. Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018.

Customer Service 66

Customer Service Knowledge Base Social Media Advertising 66

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? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Want better customer service? Traditionally customers called.

Customer Experience 64

Customer Experience B2C B2B Study 64

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. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence. When multiple platforms are used, customers become “friends.”

Call Center 46

Call Center Connections Interaction Innovation 46