ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 129

Customer Service Customer Service Training Customer Retention Training 129

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. They decide if you keep your promise.

Customer Service 68

Customer Service Net Promoter Score Tips Brands 68

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? The Customer is King – So Treat Him That Way!

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? 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.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. Here are my top five picks from last week. Wait until you see what’s coming soon.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Customer Service Inspiration from my Bookshelf by Jeremy Watkin.

Customer Service 85

Customer Service Customer Retention Culture Tips 85

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. The customer experience really starts on the inside of an organization with the employee experience. Here are my top five picks from last week.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you.

Chatbots 92

Chatbots Loyalty Programs Customer Service Return on Investment 92

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Mount Rushmore of Customer Service Leaders by John DiJulius. The DiJulius Group) Who are the greatest Customer Service Leaders of all time? Here are my top five picks from last week.

Customer Service 102

Customer Service Retail Airlines Social Media 102

ShepHyken

JUNE 11, 2018

Each week I read a number of customer service and customer experience articles from various resources. Delivering Remarkable Experiences Is How You Win More Customers by Sonia Thompson. My Comment: I’ve always believed that customer retention is about repeat business, which is transactional.

Customer Service 78

Customer Service Loyalty Tips Customer Service Training 78

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. My Comment: I love the idea of WOWING the customer. That said, you’ll enjoy this author’s version of how to WOW your customers.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. 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.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? My Comment: This excellent article has three powerful tips. by Mindi Rosser.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Michel Falcon Experience

JANUARY 16, 2020

Why Doesn’t Every Company Have a Customer Experience Strategy? Just like any financial endeavor, when you invest in customer experience strategies to improve your customer service, user experience, call center and more, the results take time. Do you have plans to host a customer journey mapping workshop this year?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. 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?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. Plus, happy customers refer friends and family.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 17

Customer Service Contact Center eBook NPS 17

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Here are my top five picks from last week.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

OCTOBER 31, 2022

Each week, I read many customer service and customer experience articles from various resources. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. Here are my top five picks from last week.

Customer Service 12

Customer Service Social Media Advertising Retail 12

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10