New Report Reveals How to Build Customer Confidence in 2015

360Connext

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking.

Speed creates customer confidence: what is the velocity of your customer service?

NewVoiceMedia

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience.

Six Ways to Restore Customer Confidence When Things Go Wrong

CSM Magazine

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened.

Ten Reasons WHY Customers Choose to Do Business with You

ShepHyken

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price.

Do Your Customers Trust You This Much?

ShepHyken

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you?

Make a Promise, Keep It. Offer a Guarantee, Honor It.

ShepHyken

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty.

When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

Always Do Your Best

ShepHyken

And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. Your customers will appreciate you.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

“That’s Not My Department” and 10 Other Phrases Customers Hate

ShepHyken

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. Nate believes that good customer service is just a foundation to something better. Trust creates confidence.

Three C’s of Customer Service Success

ShepHyken

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Whatever the company sells must meet the expectations of the customer, every time.

WOW Is in the Details

ShepHyken

After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Last week I wrote about the Un-WOW.

We’re the Front Desk, Not the Shipping Department

ShepHyken

Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust.

Are You So Good Your Customers Would Pay You Double?

ShepHyken

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant.

Guest Blog: How Your Customers Can Help You Build Credibility, Trust, and Confidence with Buyers

ShepHyken

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales.

Do You Trust Your Customers? Do Your Customers Trust You?

ShepHyken

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.

Four Customer Service Lessons from a Stevie Award Winner

ShepHyken

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

Simple Words and Phrases Can Enhance the Customer’s Experience

ShepHyken

The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer.

Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Maybe the customer will give the company a second, or even a third chance.

5 Top Customer Service Articles For the Week of April 30, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Your Brand is Only as Strong as Your Weakest Link

ShepHyken

The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. Regardless of location – instore or online – Nordstrom will always focus on making sure the customer has the best experience.

How Can Thinking Small Propel You to Greatness?

ShepHyken

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Guest Blog: 3 Essential Stages of Cultivating a Winning Customer Experience

ShepHyken

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people.

Amazing Business Radio: David Horsager

ShepHyken

Do your customers trust you? . ? ? ? <span </span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. When there is confident belief, everything changes.

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. Urgency is key to restoring confidence.

Does This Dress Make My Butt Look Big

ShepHyken

We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late. Be upfront, proactive and tell the customer the way it is.

Dollar Shave Club Teaches a Valuable Customer Service Lesson

ShepHyken

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. That’s what great customer-focused companies do!

Guest Blog: Why Online Reviews Are Important for Customer Engagement

ShepHyken

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty.

Six Reasons You Shouldn’t Lie to a Customer

ShepHyken

Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. We had a reservation Friday night at a restaurant for 7:30.

5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features?

Three Ways to Create Confidence with Your Customers

ShepHyken

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.

Sometimes It’s Okay to Ask a Customer to Repeat the Story

ShepHyken

Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

Amazing Business Radio: John Hall

ShepHyken

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. Engage your customers.

When Can I Expect Your Call?

ShepHyken

Sometimes, the most common-sense customer service tips are the most important. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

Tips 18

Guest Blog: Fake Reviews Destroy Customer Experience and Confidence

ShepHyken

Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review.

Begin Cultivating the Long-Term Customer Relationship

Customer Bliss

Customers are assets to be cared for and nurtured. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. 1 CX Competency – Manage Customers as Assets.

ContactWorld named best contact centre solution in Top 10 Technology Awards

NewVoiceMedia

Related Posts 10 powerful statistics that prove the customer is still always right. Speed creates customer confidence: what is the velocity of your customer service? 100% is not enough to impress with customer service quality.

A Valuable Commodity: Spend Less, Save More, and Win Customers Over

inContact

Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business. How can you respect your customers’ time?

Hotels 195

3 Ways Augmented Reality Enhances Customer Experiences

Smarter CX

Today’s customer journeys span multiple touchpoints. With this perspective in mind, augmented reality (AR), with its capability to deliver an enhanced buying experience, is a customer experience powertool. Giving customers confidence.