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 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. by Imogen Sharma.

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

ShepHyken

FEBRUARY 21, 2023

The right customer experience gets customers to talk about you, refer you and evangelize your brand. 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.

Customer Experience 68

Customer Experience Customer Service Training Loyalty Customer Retention 68

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. That’s how you create the kind of loyalty that gets customers to come back again and again. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave.

Customer Service 96

Customer Service Retail Loyalty Study 96

ShepHyken

OCTOBER 29, 2023

As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience. New Survey Finds A Drop In Brand Loyalty by Greg Sleter (Store Brands) Despite the decline revealed in research from SAP Emarsys, marketers have opportunities to develop new ways to engage with shoppers.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

NOVEMBER 26, 2018

No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Am I your employee?

Customer Service 83

Customer Service Airlines Employee Engagement Rewards Programs 83

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Is it possible to spend more time with customers?

Strategy 235

Strategy Customer Experience How To Effort Score 235

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

JULY 20, 2020

And in the process of doing so, we’ve realized how important it is to have strong relationships with our customers and be more caring and human as a business. My Comment: Is customer service broken? ” The other side of this is that only 8% of customers agree. Follow on Twitter: @Hyken.

Self Service 62

Self Service Customer Service Customer Retention Retail 62

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Consider these results from companies in the top quartile of the CX index. CX doesn’t cost.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

Stella Connect

DECEMBER 15, 2021

Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. . 4 Critical Customer Support Trends and Why They Matter for Your Business. 40% of US and UK consumers say they will post about a poor customer service experience online.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

FEBRUARY 26, 2023

Here you will be reminded of eight common-sense ideas to help you and your team deliver a better service experience. Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. Surveys in the Time of Pandemic by Jim Tincher. Washington University in St. Louis researchers have found. And when the U.S.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic.

Customer Service 163

Customer Service Handbook Training Customers 163

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic.

Customer Service 156

Customer Service Handbook Training Customers 156

ProProfs Chat

JUNE 15, 2020

Use Online Surveys to Get Their Opinions. Sometimes, your customers’ activity on your social media pages won’t be enough for you to figure out their impressions or opinions to analyze them more profoundly. That’s why you should send customer satisfaction surveys after the support process comes to an end. .

Strategy 105

Strategy Social Media e-support Software 105

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. Keep this article nearby and refer to it often.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ViiBE Blog

APRIL 19, 2021

So how should you elaborate a service recovery strategy? Take some first steps to intervene by creating a service recovery strategy: Assemble your customer service representatives with their managers. Distribute a survey to customer-facing employees and accumulate data on common issues they encounter daily.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

ShepHyken

MAY 1, 2023

How Brands Can Optimize Their Customer Retention Strategy by The Drum (The Drum) How do brands play the loyalty long-game more effectively at a time when customer retention is more important than ever? It’s one thing to get the customer to come back. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. Forbes) We know great CX drives revenue.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ViiBE Blog

APRIL 15, 2021

As with any customer service, it is essential to show empathy and genuine concern for your customers’ needs and wants. Teaching empathy is crucial to improving your customer experience. One method to do this is by using customer service training videos. increase in customer retention and a 4.8%

e-support 52

e-support Video Contact Center Software Contact Center 52

ShepHyken

OCTOBER 17, 2022

Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are? My Comment: I’ve always believed that surveys are very important. Here are my top five picks from last week.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Better Customer Retention. 30% Customer Care.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

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

ShepHyken

JULY 24, 2023

According to the Shippo/Harris Poll survey, “Nearly three in four Americans who have made online purchase returns in the past 12 months (72%) have noticed retailers making online purchase returns more difficult over that time span, and more than half (54%) have felt blindsided by a retailer changing their online purchase return policy.”

Customer Service 12

Customer Service Effort Score Retail B2B 12

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

ShepHyken

OCTOBER 31, 2022

Perhaps a better name for the customer service department might be the revenue generation department or the customer retention department. Top 11 Customer Experience Books You Must Read in 2022 by Blair Williamson. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 12

Customer Service Social Media Advertising Retail 12

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132