Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. Customer Service MORE
“The Customer is Always Right!” What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? Not all customers are worth keeping. MORE
Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. Here are five ways to deliver a great service experience. MORE
Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational. MORE
It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategyMobile is developing at lightning speed—literally by the day. MORE
Primarily the best defenses against customers sitting in front of their computers and buying products is to compete in price, selection, and customer service. Customers like to touch, feel, and taste; it’s all part of the retail experience. MORE
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. MORE
This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Cyborg service. MORE
Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. Good customer service is good for business. MORE
First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new. (I’ve MORE
This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel. MORE
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services. MORE
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service. MORE
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. MORE
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage. MORE
Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones. MORE
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service. MORE
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Your customers will thank you. MORE
This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. MORE
Sometimes a customer says one thing but means something else. So, asking an extra question – or two or three – can help you understand what a customer really wants. For example, when a customer says, “I need this quickly,” ask the extra question, “How quickly do you need it?” MORE
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. If you really mean it, make a note in your computer file and automatically deduct it from my next service call. MORE
Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. MORE
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm. MORE
The car always comes back cleaner than when it goes in for service. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Once again, they provided stellar customer service. MORE
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. And what defines “exceptional” customer service? MORE
The point of this is to make you think about the effort a customer – or anyone else – must make to reach someone in your company. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. When was the last time you called your business? MORE
This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. MORE
Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences. MORE
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. Customer Experience MORE
This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience. MORE
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric. MORE
Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale. MORE
Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. MORE
This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life. MORE
How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” MORE
Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. to a customer. MORE
This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. MORE
The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. The post Are You Keeping Up with Your Customers? MORE
This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. MORE
How do you make your customers stay with you for the long haul? Through the magic of customer service. Customer Service These 4 tips make sure you''re sticking to what works. MORE
Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. MORE
Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Great Service Is All about Listening. MORE
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey. MORE
Customer Service Strategies Related Topics Comm100
OCTOBER 11, 2017
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service.
ShepHyken
OCTOBER 27, 2017
This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones. It’s much more than that, especially in the customer service realm.
Heart of the Customer
FEBRUARY 3, 2016
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of customer journey mapping, using data straight from your customers. Customer Experience
Provide Support
DECEMBER 29, 2015
Your products or services can be the best on the market but if you don’t treat your customers well, you can kiss your business goodbye. Developing the right strategy for your customer service will help you both attract new customers and keep your existing ones.
CSM Magazine
OCTOBER 17, 2016
“The Customer is Always Right!” What the phrase really means is that it is best to assume customers are always right and give them what they want rather than lose good customers. But is this a good strategy to follow? Not all customers are worth keeping.
Brad Cleveland
APRIL 4, 2014
It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategyMobile is developing at lightning speed—literally by the day.
Service Untitled
SEPTEMBER 15, 2011
Primarily the best defenses against customers sitting in front of their computers and buying products is to compete in price, selection, and customer service. Customers like to touch, feel, and taste; it’s all part of the retail experience.
ShepHyken
APRIL 4, 2018
The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. The post Are You Keeping Up with Your Customers?
ShepHyken
FEBRUARY 7, 2018
First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new. (I’ve
ShepHyken
DECEMBER 20, 2017
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage.
ShepHyken
FEBRUARY 14, 2018
What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. And what defines “exceptional” customer service?
ShepHyken
JANUARY 24, 2018
Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. to a customer.
ShepHyken
MARCH 30, 2018
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric.
ShepHyken
JANUARY 29, 2018
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services.
ShepHyken
OCTOBER 6, 2017
This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken.
ShepHyken
JANUARY 12, 2018
This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Your customers will thank you.
ShepHyken
MARCH 5, 2018
Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale.
ShepHyken
NOVEMBER 22, 2017
The car always comes back cleaner than when it goes in for service. The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Once again, they provided stellar customer service.
ShepHyken
JULY 12, 2017
Sometimes a customer says one thing but means something else. So, asking an extra question – or two or three – can help you understand what a customer really wants. For example, when a customer says, “I need this quickly,” ask the extra question, “How quickly do you need it?”
ShepHyken
FEBRUARY 12, 2018
Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. Here are five ways to deliver a great service experience.
ShepHyken
JULY 26, 2017
Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers.
ShepHyken
JUNE 28, 2017
This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.
ShepHyken
NOVEMBER 24, 2017
This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.
ShepHyken
JANUARY 26, 2018
Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. Great Service Is All about Listening.
ShepHyken
OCTOBER 20, 2017
This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.
ShepHyken
MAY 3, 2017
The point of this is to make you think about the effort a customer – or anyone else – must make to reach someone in your company. Any friction or extra effort the customer goes through to reach their party starts the call at a deficit. When was the last time you called your business?
ShepHyken
JANUARY 5, 2018
This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.
ShepHyken
JULY 21, 2017
This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience.
ShepHyken
DECEMBER 12, 2016
Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.
ShepHyken
NOVEMBER 7, 2016
Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.
ShepHyken
OCTOBER 14, 2016
This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Cyborg service.
ShepHyken
AUGUST 9, 2016
How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.”
ShepHyken
SEPTEMBER 18, 2017
Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences.
ShepHyken
NOVEMBER 17, 2017
This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty.
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. If you really mean it, make a note in your computer file and automatically deduct it from my next service call.
ShepHyken
FEBRUARY 17, 2017
This week on our Friends on Friday guest blog post my colleague, Ben Roberts, writes about the link between customer service and online reviews. I also think customer service is an integral aspect of any business, and that by improving service, you build customers for life.
ShepHyken
FEBRUARY 7, 2017
Jeremy Watkin on How Listening to Your Customer Service Reps Can Give You a Competitive Advantage. Do you realize there is a hidden gem in your customer service department? But first… Shep Hyken discusses the power of the customer satisfaction survey.
ShepHyken
MARCH 13, 2017
Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category.
ShepHyken
OCTOBER 23, 2017
Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell.
ShepHyken
APRIL 28, 2017
This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.
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