ShepHyken

MAY 28, 2018

The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it. Luckily, today we know far more about how to provide people with the experience they want. by Sue Duris.

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Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

OCTOBER 28, 2020

My buddy and professional gifting genius, John Ruhlin , talks about “loving on your customers.” It’s his expression for sending customers meaningful and memorable gifts. I had a great call with a team of real estate agents the other day and we talked about how to show their clients how much they loved them.

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Culture Social Media Customer Service Training Customers 153

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.

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Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

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How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker.

How To 40

How To Customer Service Training Video Training 40

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. When Customer Service Enters the Home by Melissa Thompson.

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Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. How to Drive Customer Loyalty Among Millennials by Timi Garai.

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Social Media Customer Service Airlines Loyalty 79

ShepHyken

MARCH 20, 2017

Here are three tips for writing a heartfelt apology to a customer. My Comment: I hate when I’m calling a customer support center for help and the apology for my “inconvenience” is scripted and insincere. This is a short article about how to apologize. Want to Build Customer Loyalty? It’s simple. Follow on Twitter: @Hyken.

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Customer Service Social Media Travel Loyalty 75

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

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Social Media Customer Service Hotels Hospitality 76

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

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Customers eBook Policies Customer Service Training 206

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

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Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

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ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

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Customer Service Social Media Customer Service Training Customers 100

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions.

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Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

AUGUST 15, 2016

6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. Follow on Twitter: @Hyken .

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Customer Service Social Media Chatbots Tips 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. Follow on Twitter: @Hyken.

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Customer Service Social Media Loyalty Tips 48

ShepHyken

JANUARY 2, 2017

Customer Feedback: How To Ask For And Implement It by Lauren Dowdle. Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. For information contact or www.hyken.com.

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Self Service Customer Service Social Media Feedback 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. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

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Social Media Customer Service Strategies Strategy Customer Service 119

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great.

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Customer Service Social Media Poor Customer Service Customer Care 13

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.

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Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adam Toporek. Aimee Lucas. Denise Lee Yohn.

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Customer Experience Customer Service Social Media Consulting 147

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.

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Customer Service Social Media Customer Experience Professionals Customer Care 117

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Adam Toporek. Aimee Lucas. Denise Lee Yohn.

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Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 2, 2022

In this guide, we’ll explore the true costs of bad customer experience management. My Comment: What will bad customer experience management cost you? Brittany Hodak, the expert on how to create a “Super Fan,” shares the consequences of mismanaging CX. My Comment: Content marketing is part of the customer experience.

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Customer Service Social Media NPS Customer Experience Management 70

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. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

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Customer Service Social Media Retail Transportation 83

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders.

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LiveChat

AUGUST 23, 2016

The most important part of customer service training is obviously a product or service training. If a customer is making jokes, they should launch their sense of humor. Speaking of robots, there is nothing more irritating than calling customer service and reaching an IVR automated phone system.

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Customer Service Social Media Customer Experience Training 56

Russel Lolacher

DECEMBER 10, 2019

.” 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. Don’t be a case study of how to do it badly. Why do you want to be on social media to serve your customers?

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Social Media Customer Service Strategies Strategy Customer Service 102

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

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Self Service Trends Customer Service Contact Center 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

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Customer Service Training Course Customer Service Training 53

ShepHyken

OCTOBER 10, 2016

Our friends at www.SharpenCX.com sent over a wonderful story about how JetBlue works hard to eliminate the travel hassle. WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. Follow on Twitter: @Hyken.

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Customer Service Airlines Travel Retail 48

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Training Customer Service Training Course 40

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. I have added my comment about each article and would like to hear what you think too.

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