ShepHyken

OCTOBER 13, 2021

Whether you’re sending out emails, text messages, calling the customer, or using any other form of communication, keeping customers informed is actually creating confidence that all is going according to plan. Customers love that! . Stalk your customers on social media. Follow on Twitter: @Hyken.

Loyalty 105

Loyalty Social Media Tips Communication 105

ShepHyken

SEPTEMBER 8, 2021

First, make it super easy for customers to reach out to you, and I’ll add, the way they want to reach out to you. Make your phone number and email address easy to find, and be available on other channels you know your customers like to use (text, social media, etc.). Follow on Twitter: @Hyken.

Social Media 164

Social Media Customer Service Training Training Customers 164

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 152

Average Handle Time Social Media Customer Service Training Customer Service 152

ShepHyken

DECEMBER 13, 2021

A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. Respond to customers faster.

Customer Service 77

Customer Service Social Media Call Center Retail 77

ShepHyken

JANUARY 25, 2023

The unboxing of a product that the customer records to share with friends and colleagues. And we love it when the customer takes the concept of the Selfie Experience to the next level by taking a photo or video and broadcasting it on social media channels like Facebook, Instagram, TikTok, Twitter, and others.

Sports 75

Sports Social Media Customer Service Training Video 75

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience.

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

ShepHyken

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Culture 152

Culture Social Media Customer Service Training Customers 152

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 7, 2018

These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They answer phones, emails, texts, social media comments, and more. They’re your front line for your customers. Follow on Twitter: @Hyken.

Customer Service Representative 178

Customer Service Representative Banking Social Media Customer Service Training 178

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 115

Customer Service Self Service Social Media Customer Service Training 115

ShepHyken

MAY 31, 2021

And, now there are two more experiences that are changing expectations: M-Commerce (where M stands for mobile) is driving the need for multiple channels of communication, and S-Commerce (where S stands for social) is focused on social media platforms as a way to attract customers to a brand’s site.

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

ShepHyken

JANUARY 12, 2022

This was about different ways customers could communicate with you. Today there are many others, such as text, social media, apps, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For example, they could use phone or email. That’s two channels.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

SEPTEMBER 25, 2019

That’s the important part—giving the customer your contact info at the beginning of the message. Responding to Messages: This includes phone, email, social media, and any other messaging app. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 124

Customer Service Social Media Customer Service Training Customers 124

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. The way Wendy’s, the restaurant chain, responded to a recent tweet is a perfect example of what happens when companies do social media the right way. Social media gives customers a loud voice and a huge platform.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. Be amazing on social media – Social media is meant to be social. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

ShepHyken

JUNE 3, 2019

My Comment: And, here’s another list – and another ten ideas – that will help you create a level of customer service and experience that will “ensure greater customer success stories” in your business. 5 Customer Experience Basics to Avoid a Customer Service Nightmare by Erin Ollila.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

ShepHyken

AUGUST 6, 2018

Create a personalized experience will help eliminate price resistance (and the customer may even pay more). Try These New Customer Service Social Media Strategies by Christopher Elliott. Forbes) If you want better customer service — and who doesn’t? Those are just two of the seven ideas.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions. (The

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

Vonage

MAY 22, 2017

And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. 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 120

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 120

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular. Follow on Twitter: @Hyken.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

ShepHyken

NOVEMBER 28, 2018

The traditional way to get your story used to be to ask employees to share their best examples of the customer experience they created for a customer. Or, maybe a customer might write an accolade letter. Well, thanks to social media and online review sites, the customer now has a voice in your “Tell Your Story” efforts.

Video 126

Video Social Media Customer Service Training Customers 126

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? And, there’s no reason why any company can’t do some of the same.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 100

Customer Service Social Media Customer Service Training Customers 100

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

DECEMBER 18, 2019

Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. In this case, it’s better to receive than give. It’s an opportunity to engage.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

ShepHyken

MARCH 29, 2017

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. It is proof that social customer care is something that companies cannot ignore.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

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

ShepHyken

MARCH 20, 2017

Done wrong, you lose the customer permanently. If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.”

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

NOVEMBER 15, 2021

So-called “vanity” metrics, for example – followers, likes, retweets, and influencer mentions in social media, for example – will leave the CEO or CMO exclaiming that famous line from Jerry Maguire: “Show me the money!”. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

JANUARY 23, 2017

(SparkCentral) Social media isn’t just for marketing anymore. In fact, once customers are engaged with your Facebook page or your Twitter feed, the real work begins. New research shows that social media is becoming the preferred method of resolving customer service issues. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48