Call Experts

FEBRUARY 17, 2022

It’s not something that happens organically; it’s a carefully developed process that starts with creating an exceptional experience for customers and ends with customer loyalty. To be an exceptional customer service professional, you need to master many skills. Self-service, not “no service.”

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ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

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ShepHyken

OCTOBER 11, 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. Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand? by Max Starkov. Follow on Twitter: @Hyken.

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ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Self-Service. How can you do that?

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Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

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SurveySparrow

OCTOBER 1, 2023

What is High Touch Customer Service? High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. What is high-touch?

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Steve DiGioia

MAY 17, 2021

Customer Service Acronyms You Need to Know. The internet has heightened expectations of self-service and responsiveness. And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. What can the customer expect next?

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Integrity Solutions

OCTOBER 27, 2021

It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Just as significant, 96% of customers say customer service is important in their choice of loyalty to a brand. What Is Excellent Customer Service?

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ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Follow on Twitter: @Hyken.

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Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests.

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ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. My Comment: I love the opening line of this article: “Who comes back for average customer experience?

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ShepHyken

OCTOBER 16, 2023

My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. Customers’ expectations have changed. McKinsey believes that customer experience (CX) is one of the most powerful uses of this technology. How Do Your Customers Experience Your Company Culture?

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ShepHyken

MAY 30, 2022

So many questions, problems, and complaints are answered and resolved using a form of customer support other than the phone. Our customer service research found that while 71% said they would use self-service tools, 65% still want to use the phone first. My Comment: Who doesn’t want customers to come back? (The

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ShepHyken

OCTOBER 3, 2022

Self-service solutions in retail are being referred to as unattended retail. How to Create Authentic Relationships and Build Customer Trust by Matt Bertram. Entrepreneur Media) Brand equity, loyalty or affinity are really just terms used interchangeably to describe trust. My Comment: There is no loyalty without trust.

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ShepHyken

NOVEMBER 9, 2016

I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer. 2. Acting with urgency builds confidence and makes the customer feel as if you care about taking care of their problem. At least say thank you. Follow on Twitter: @Hyken.

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