ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. My Comment: Is customer service getting better?

Customer Service 72

Customer Service Hospitality Rewards Programs Self Service 72

ShepHyken

AUGUST 1, 2022

Here you will find seven ways to help you to get your customers to say, “ I’ll be back! ”. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

ShepHyken

NOVEMBER 6, 2019

We’ve covered sales and service, but you can use this question almost anywhere. For example, your boss may want you to prepare a report. You could ask, “When this report is finished in a week, what would it need to have in it for you to be 100% happy with it?” For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 97

Customer Service Training Meeting Report Sales 97

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. However, researchers have been collecting data on customer service satisfaction for years. What all Retailers Should Know About Outsourcing Customer Service by Darnell Witt.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

APRIL 24, 2017

(Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. This is a short synopsis of the report with some very interesting stats and facts. After you read this, you will want to download the full report.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

NOVEMBER 12, 2018

My Comment: Customer experience is marketing. The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Effort Score Customer Service Training Marketing 90

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience?

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. By failing to exceed customer expectations, brands are making themselves vulnerable to losing business.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

JANUARY 23, 2017

We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. My Comment: Self-service customer service is becoming more popular, to the point that some customers expect the companies they do business with to offer up the self-help solution.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

NOVEMBER 7, 2022

To navigate this new environment, many firms have turned to partners to help them better serve both their business and retail customers. My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service.

Customer Service 14

Customer Service Financial Loyalty Tips 14

ShepHyken

MARCH 13, 2023

Omnichannel Customer Experience Redefined by Michelle Hawley (CMSWire) In today’s fast-paced world, customers expect quick and efficient service when reaching out to businesses. In fact, one 2023 report found that 71% of customers want immediate service when they reach out to a company.

Customer Service 12

Customer Service Contact Center Retail Omni-Channel 12

ShepHyken

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business.

Customer Service 106

Customer Service B2B Loyalty B2C 106

ViiBE Blog

AUGUST 27, 2021

CRMs store valuable customer data for marketing, sales , and support teams, including customer satisfaction and response to different ad campaigns. Remote assistance software like ViiBE makes it simple to give the level of service that customers expect. Customer experience. Subscribe to our newsletter.

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Infographics 83

Infographics Customer Service Social Media Tips 83

ShepHyken

APRIL 16, 2018

(CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line. Forrester’s recent Predictions 2018 report (a fee is charged) states that customers’ expectations will outpace a company’s ability to “evolve or invent experiences.” My Comment: Are up ready for a scary prediction?

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. The sales person than can out service their competitor wins.

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

DECEMBER 17, 2018

(CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to shake up the industry. My Comment: We want feedback from our customers.

Customer Service 77

Customer Service Trends Customer Care Case Study 77