Vonage

NOVEMBER 24, 2016

But what a challenge for committed service providers! Creating a customer service culture that works can be done. Should your customer service culture be reserved and polite, or outgoing and friendly? The best style to choose will depend on the customer service culture in your establishment.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

OCTOBER 7, 2020

Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”. This phrase has no definition.

Customer Service Training 163

Customer Service Training Training Customers Customer Service 163

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

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

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. Yes and yes!)

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 86

Social Media Self Service Customer Service Marketing 86

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. Increasing Sales With Personalized Marketing by Tyler Walton. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Nike is a rock star in social care.

Customer Service 48

Customer Service Government Social Media Customer Care 48

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. In the sales world, there are many reports about how many no’s you get from a customer before they say yes.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. (CMO)

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Strategy 225

Strategy Customer Experience How To Effort Score 225

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. This excellent article on internal customer service shares seven ways to build trust with your employees. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. But, sales alone couldn’t make them the success that they are today.

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

NOVEMBER 21, 2018

If it doesn’t, it doesn’t matter how good your customer service is. People need to know they can count on your product, not just your customer support department. And, if you have a customer support department , you must offer amazing support. The product must do what it’s supposed to do. It’s not about a lifetime.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 52

Call Center Company Telecommunications Banking 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adam Toporek.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

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. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

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. Today there are over 2,000 bakery-cafes, more than 100,000 associates and sales are over $5 billion.

Customer Confidence 62

Customer Confidence Customer Service Training Course Customer Service 62

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. The hotel violated several rules of customer service. And, we did.

Hotels 48

Hotels Leadership Meeting Banking 48

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders.

Contact Center 62

Contact Center Culture Conference Call Center 62

Michel Falcon Experience

JANUARY 3, 2020

Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from. These are the same three customer service skills that I will be sharing with my team in 2020.

Customer Service 99

Customer Service Strategy Culture Call Center 99

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. Download Free.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ShepHyken

JUNE 3, 2016

Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. Each department depends upon and dovetails into the other to produce quality service or product. Shep Hyken.

Customer Service 81

Customer Service Self Service Hotels Customer Service Training 81

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

LiveChat

AUGUST 23, 2016

Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet – we’re still getting negative feedback and customer complaints. Lack of training.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. .”

Customer Service 0

Customer Service Survey Infographics Tips 0

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Instead, it’s a by-product of the transactional approach to customer conversations.

Customer Engagement 67

Customer Engagement Engagement Contact Center Self Service 67

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0