ShepHyken

DECEMBER 25, 2019

Another way of putting it is this: teach customers how they can avoid problems during busy times. Have good self-service options. Customers are getting used to taking control of their issues by going to websites, interacting with chatbots and more. For information, contact 314-692-2200 or www.hyken.com.

Self Service 115

Self Service Retail Chatbots Customer Service Training 115

ShepHyken

JUNE 19, 2019

Employees should be armed with information about the customer’s past calls, purchases, and any other interaction they have had with the company. Making a customer repeat their story is a waste of time. Empowerment: When we talk about empowerment, we’re usually referring to empowering employees to take care of the customer.

Self Service 131

Self Service Customer Service Conference Customer Service Training 131

ShepHyken

MARCH 30, 2022

Customers want the basics before anything else. . While, in general, helpful and friendly interactions get customers to come back, here’s another statistic from something more specific, which focuses on complaints. 89% of customers want employees who are kind and helpful. . Follow on Twitter: @Hyken.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

DECEMBER 6, 2021

Yet service without care is like a doctor without a soothing bedside manner. Yes, the patient receives the necessary treatment, but the success of the treatment is devalued by the frustration of the interaction. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. Follow on Twitter: @Hyken.

Customer Service 125

Customer Service Self Service Retail Entertainment 125

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Follow on Twitter: @Hyken.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

ShepHyken

DECEMBER 26, 2022

Whether it’s eCommerce or a self-service customer support option, all interactions are essential to the customer being comfortable and confident about doing business with you. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

MAY 1, 2019

That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the product. For information, contact 314-692-2200 or www.hyken.com.

Brands 122

Brands Customer Service Self Service Advertising 122

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. “A customer’s experience with a business starts with the first touch.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

JANUARY 23, 2017

(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. The Future Will Be Defined by Choice – Part II: The Role of Self-Service in Customer Experience by Sharpen.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 1, 2021

(Retail Customer Experience) James Brooke, Amplience founder and CEO, offers five fundamental principles retailers should understand in order to differentiate in e-commerce and benefit from the massive surge in traffic caused by the pandemic. How IoT Devices Can Enhance the Connected Customer Experience by Linda Rosencrance.

Customer Journeys 79

Customer Journeys Customer Service e-support Self Service 79

ShepHyken

APRIL 2, 2018

If you have direct interactions with your customers, you might enjoy some of the ideas and techniques shared in this article. Why Self-Service is the Future of Customer Support by Kaan Ersun. My Comment: Self-service support is becoming more and more popular with customers who want their questions answered quickly.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

NOVEMBER 19, 2018

(UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. The problem with voice support is that it can also go terribly wrong, and those are the types of interactions that people hear about. My Comment: When people from Wharton Business School talk or write, I listen and read.

Customer Service 86

Customer Service Self Service Customer Centricity Video 86

ShepHyken

DECEMBER 30, 2019

Voice search will become a key to a good customer experience – and the stat to back it up says as much as 80% of total customer interactions will be made by artificial intelligence. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

MARCH 16, 2020

He offers up four ways we can help manage our customer’s fear – and anger – through this turbulent time we’re all experiencing. Why Customer Experience Is Now Job No. And while the article focuses on retail, don’t think that some, if not all, won’t also work in the B2B world.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

ShepHyken

APRIL 30, 2018

I don’t disagree, but some companies and their customers are finding other channels are just as powerful, if not even more so. They can be quicker and more convenient for a customer to interact with a company. And certain types of customers prefer to use the phone as a backup to other customer service support channels.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

ShepHyken

MAY 22, 2017

(Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

MARCH 31, 2018

The best companies not only respond to complaints and answer questions, they thank customers and comment on positive reviews. And the companies who do it best go beyond just reacting to what customers post – they proactively interact with their community of customers. Reactive Social Customer Service.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

MARCH 16, 2020

He offers up four ways we can help manage our customer’s fear – and anger – through this turbulent time we’re all experiencing. Why Customer Experience Is Now Job No. And while the article focuses on retail, don’t think that some, if not all, won’t also work in the B2B world.

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

ShepHyken

FEBRUARY 27, 2017

My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Each party wants to gain value from the interaction. Learn what they are doing right.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. My Comment: The customer is upset and wants to speak to a supervisor. How would you approach this interaction? A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

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?

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. My Comment: The customer is upset and wants to speak to a supervisor. How would you approach this interaction? A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

JULY 20, 2020

This article is an excellent look at how the future of customer service became today’s way of doing business. Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. Even the self-service lines at the grocery store have an employee helping everyone.

Self Service 61

Self Service Customer Service Customer Retention Retail 61

ShepHyken

AUGUST 5, 2019

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. Seriously, it is a good look into what customers expect and want from the companies they do business with.

Self Service 104

Self Service Customer Service CRM Infographics 104

ShepHyken

JUNE 13, 2016

My Comment: Twitter has become an important customer service channel. This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. For information contact or www.hyken.com.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

AUGUST 8, 2016

Fonolo) Are voice interactions becoming a smaller part of the customer service picture? My Comment: Is phone support the best way to get customer service and support? Are self-service options or technologies like instant chat overtaking what has been the most popular way to connect with a company?

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48