ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it.

Company 150

Company Customer Service Training Online Experience Customer Service 150

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

APRIL 6, 2022

That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” The response was that 58% said, “Yes.” Once again, 58% said, “Yes.” .

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

ShepHyken

FEBRUARY 21, 2023

Delivering an amazing customer experience makes price less relevant. Fifty-eight percent of customers we surveyed said excellent customer service is more important than price. A great customer experience goes hand-in-hand with a great employee experience. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

DECEMBER 9, 2020

One of our clients asked whether they should share survey results with their team. Some of my clients have reviews and surveys returned daily and choose to share them every day in their morning huddles. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 142

Customer Service Training Leadership Survey Customer Service 142

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? It sums up if the customer was happy and if the agent did their job. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company.

Feedback 109

Feedback Net Promoter Score Survey Customer Service Training 109

ShepHyken

NOVEMBER 24, 2021

Is it an incentive to fill out a survey? At the end of a project with a customer, she sends an email requesting the customer take a short survey. But, send me a new 80-inch flat-screen TV to get me to take a survey … now that’s a bribe! . I was asked by an auto dealership to rate them a 10 on their service.

Feedback 82

Feedback Survey Customer Service Training Video 82

ShepHyken

JANUARY 4, 2023

Eighty-one percent of consumers we surveyed said a great customer experience increases trust. . The Customer Support Department Becomes the Revenue Generation Department – In the past, customer support has been seen as a cost. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

Self Service 136

Self Service Customer Experience Customer Service B2C 136

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 86

Study Survey Customer Service Training Customer Service 86

Vonage

MARCH 26, 2018

From there, sit down with your best service reps and discuss the types of customers they commonly deal with on a day-to-day basis. In combination, this process will allow you to ‘flesh out’ a series of profiles based on your typical customer’s needs, wants and expectations.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

AUGUST 15, 2018

This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Customer Service 82

Customer Service Government Hospitality Trends 82

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 77

Study Survey Customer Service Training Customer Service 77

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. In a truly customer-focused organization, you might even see the gap reversed. Keep the surveys short.

Brands 59

Brands Leadership Voice of Customer Survey 59

ShepHyken

DECEMBER 7, 2022

Ask yourself the question, “Is the customer service and experience we provide good enough to get the customer to come back the next time they need what we sell?” . You need help from your customers. Do regular surveys. Look at your customer satisfaction ratings. You can’t answer this by yourself.

Customer Service 77

Customer Service Course Customer Satisfaction Customer Service Training 77

ShepHyken

JANUARY 18, 2023

The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. . Follow on Twitter: @Hyken.

Advertising 64

Advertising Customer Service Training Customer Service Trends 64

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

CSM Magazine

FEBRUARY 13, 2020

The training should include your company’s philosophy and make clear your customer service vision and mission. Disney is a good example of customer focused employee on-boarding. Get customer feedback. Do you know what your customers’ really want? Make sure your customers can get help when they need it.

Customer Service 80

Customer Service Social Media Ecommerce Culture 80

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

ShepHyken

APRIL 5, 2017

As usual, he received excellent service. Shortly after the service call he received an email requesting he complete a survey, which he was happy to do. Upon completion of the survey he was sent a $15 coupon to print out for the next service call, which he must provide at the time of the next service.

Customer Service Training 88

Customer Service Training Customers Survey Customer Service 88

CSM Magazine

JULY 12, 2020

Based on the same Salesforce survey, studies show that “51% of customers say most companies fall short of their expectations for great experiences.”. The key is to show your customers that your product or service can add value to them, even if it may take longer than expected. The bottom line.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

ShepHyken

MAY 9, 2022

Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. AiThority) In a recent Dynata survey on customer loyalty, 74% of consumers indicated that feeling valued and understood both factor more into brand loyalty than across-the-board discounts and perks. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

Integrity Solutions

SEPTEMBER 28, 2023

In This Post You Will Learn: What Does Customer Service Mean? The Impact Of A Customer Service Culture Enhancing Customer Service With A Sales Mindset Importance Of A Customer Service Strategy The Customer Experience Journey Contact Center Training Integrity Service® Customer Service Training What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

JANUARY 23, 2017

My Comment: Focusing on CX doesn’t cost. Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” Sharpen) Here’s part II in our series about the future of customer experience. (Forbes) We know great CX drives revenue. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 5, 2018

HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

LiveChat

OCTOBER 16, 2018

Several companies are recognizing this crucial fact, and as per a recent study, by 2018 about 50% of organizations will make necessary changes in their business models to become customer-focused. When customers build a trustworthy relationship with your business, they are inclined to return to you for more.

Net Promoter Score 50

Net Promoter Score Social Media e-support Customer Satisfaction 50

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

JANUARY 10, 2018

For what I was paying him, I felt that he should be giving me a better level of service. Upon surveying clients of law firms, one of the common complaints is a slow response. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 46

Customer Service Training Tips Customer Service Customer Experience 46

ShepHyken

JANUARY 12, 2018

So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

ProProfs Chat

MAY 13, 2020

Make your customers feel that the world revolves around them, and they would never waste another second to look towards a different brand. According to a survey, 90% of leading marketers believe that personalization significantly leads to business profitability. Centrally Record Customer Feedback & Opinions.

Software 111

Software Self Service Customer Service How To 111

ProProfs Chat

MAY 13, 2020

Make your customers feel that the world revolves around them, and they would never waste another second to look towards a different brand. According to a survey, 90% of leading marketers believe that personalization significantly leads to business profitability. Centrally Record Customer Feedback & Opinions.

Software 98

Software Self Service Customer Service How To 98

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130