ShepHyken

OCTOBER 18, 2017

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. Validation needs to be a part of the customer experience.

Customer Service 160

Customer Service Metrics Interaction Customers 160

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. But not all bots are created equal. Escalation to Human Support A smart chatbot knows its limitations.

Chatbots 52

Chatbots Multi-Channel Social Media Customer Confidence 52

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Yet customers also want to enjoy a digital experience with little or no friction. Follow on Twitter: @Hyken.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 88

Customer Service Automotive Tips Feedback 88

Vonage

JUNE 28, 2017

Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. customer service he received from a taxi driver. It’s a philosophy to be embraced by everyone”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

ShepHyken

JUNE 27, 2018

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. The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. That’s okay. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Magellan Solutions

NOVEMBER 29, 2018

If there is a partnership that can hugely benefit banks, partnering with a customer service call center is one of the best decisions that can allow them to receive a higher return on investment. Despite the presence of self-service channels available online, the majority of bank clients still prefer human help. Lower cost.

Call Center 45

Call Center Banking Customer Service Return on Investment 45

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. How about you? Don’t settle for ordinary.

Net Promoter Score 40

Net Promoter Score Customer Service Hotels NPS 40

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Service Untitled

SEPTEMBER 17, 2012

So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. When a product fails or a service isn’t to a customer’s satisfaction, a company’s reputation is out there “laying on the line.” photo by: gilmorec.

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Experience 132

Customer Experience Customer Service Training Customers Loyalty 132

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence Government Loyalty Communication 52

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ClientSuccess

DECEMBER 27, 2022

Creating a Customer Success Journey Map is not only an essential tool for keeping customers engaged, but it can also be the difference between achieving long-term success or falling short of customer expectations. By using the following best practices, you will be able to maximize customer satisfaction and loyalty.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . Loyal customers will come back.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Comm100

JULY 20, 2020

As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Adding a chatbot to customer support helps brands handle large volumes of inquiries and gives agents more time to focus on more complex issues. Let’s take a look how!

Social Media 132

Social Media Chatbots ROI Brands 132

ShepHyken

MAY 23, 2017

What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

Insurance 85

Insurance Policies Travel Comparison 85

ShepHyken

DECEMBER 26, 2018

Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company. Customer service: You love the way they treat you. Convenience: Who doesn’t want an easy and frictionless experience?

Culture 134

Culture Policies Customer Service Training Customers 134

Alliance by IFS

APRIL 2, 2019

We at Astea invite you to think of this post as a brief guide to using technology to provide great service and create memorable customer experiences. What Defines Delightful Customer Service? As UK Field Service Summit attendees will hear, consumers dictate the terms of service in the experience economy.

Software 88

Software Management Self Service Call Center 88

ShepHyken

OCTOBER 10, 2018

Whether it’s a special offer, such as “All You Can Eat” at a restaurant, a promise to do anything , or a guarantee of the work you deliver to the customer, there is only one way this works, and that is that you honor your offer, which is the same as honoring your word. That’s what builds confidence, trust and loyalty.

Customer Service Training 121

Customer Service Training Loyalty Company Training 121

Stella Connect

SEPTEMBER 28, 2021

Customers will abandon your brand if they’re unhappy, resulting in a loss of revenue that may be difficult to recover — of course, this is why it’s critical to improve your first call resolution (FCR) rate. Start Improving the Retail Customer Experience Today.

Retail 52

Retail Customer Experience Ecommerce First Call Resolution 52

CSM Magazine

MAY 19, 2021

Just as companies adjusted to the increase in online purchasing during the pandemic, now is the time to prepare as customers start to spend again with a new-found confidence. Interactive Voice Response (IVR) offers an easy to way to accept payments for customers wishing to pay without speaking to an agent.

Multi-Channel 59

Multi-Channel Banking Retail Ecommerce 59

ShepHyken

DECEMBER 19, 2018

It doesn’t matter what type of business you are in, trust creates loyalty. 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? The post Do Your Customers Trust You This Much? Follow on Twitter: @Hyken.

Customer Service Training 121

Customer Service Training Customers Loyalty Training 121

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

CSM Magazine

SEPTEMBER 30, 2020

A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. Boosts Customer Confidence. Six Sigma is focused on improving the customer experience.

Return on Investment 52

Return on Investment Innovation Customer Confidence Customer Satisfaction 52

Up Your Service

JULY 16, 2018

Artificial intelligence, internet of things, blockchain, cryptocurrencies, virtual reality, augmented reality, cloud services, sensors, voice activated and automated interfaces. Customers want all of this to give them more, easier, faster, and better customer service when they shop, when they buy, when they use, and when they need support.

Connections 67

Connections Culture B2C Retail 67

ShepHyken

JANUARY 2, 2018

</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. Top Takeaways: Trust is a confident belief in a product or an organization. When there is confident belief, everything changes.

Leadership 80

Leadership Loyalty Study Connections 80

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Magellan Solutions

JUNE 25, 2019

Finally, it must have precise and consistent operating systems, practices, and procedures — accurate and thorough documentation, precise and meticulous process monitoring, intensive staff training based on scrupulous assessment metrics, and independent customer service teams and quality assurance departments.

Transportation 40

Transportation Company Airlines Customer Confidence 40

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Customer Experience 104

Customer Experience Policies Government Customers 104

Up Your Service

JULY 16, 2018

Artificial intelligence, internet of things, blockchain, cryptocurrencies, virtual reality, augmented reality, cloud services, sensors, voice activated and automated interfaces. Customers want all of this to give them more, easier, faster, and better customer service when they shop, when they buy, when they use, and when they need support.

Connections 40

Connections Culture B2C Retail 40

ShepHyken

NOVEMBER 17, 2017

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. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81