You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

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.

Journey Mapping = Effective Customer Service Strategy

Heart of the Customer

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

How to Choose the Right Customer Service Strategy (Infographic)

Provide Support

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.

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

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.

Customer Service Strategy: Is The Customer Always Right?

CSM Magazine

“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.

Adding Real Value Through an Effective Customer Service Strategy

CSM Magazine

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.

4 Customer Service Strategies of Excellent Support Teams

Talkdesk

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

How to Disrupt Your Competition

ShepHyken

When your customers can buy what you sell from others, that’s called competition. Is it the customer service? . Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience.

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The Pros and Cons of Implementing Social Media into your Customer Service Strategy

Second to None

So, what are the benefits of implementing social media into your customer service strategy? It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand. A single unsatisfactory interaction can terminate a customer’s loyalty indefinitely. Those with the same issue will receive second-hand assistance, saving both the customer and business time and effort.

Make the Required Investments to Support Your Customer Service Strategy

Brad Cleveland

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. In my recent LinkedIn Learning course “Customer Service Strategy,” I explore four key principles that can help with this step.

Bringing more customer service strategies to traditional shopping stores

Service Untitled

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.

The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

The customer on the phone – or in person – is raging mad. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. Something else caused the customer to become upset. Imagine this.

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Shaping Your Mobile Customer Service Strategy

Brad Cleveland

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.

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. Customize.

Being the Bearer of Bad News

ShepHyken

It’s never fun to share bad news with a customer. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. That’s what they call their customers – members. Be available if the customer has questions.

Nobody Goes There Anymore… It’s Too Crowded

ShepHyken

Any customers who had to wait in line longer than that would receive a discount. When your success causes your customers frustration because you are too busy to take care of them, you are at risk of losing your best customers. Most of the time, you’ll frustrate customers.

Five Ways to Say Thank You to Your Customers

ShepHyken

You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. Valentine’s Day is tomorrow.

Look Past the Obvious for a Better Solution

ShepHyken

The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions.

Guest Blog: ‘Why Build It and They Will Come’ Doesn’t Always Work in CX

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Be Different

ShepHyken

Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. And, more than just being better, can you offer something that the customer can’t get from the competitor.

Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight

ShepHyken

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.

The Best Feedback Question

ShepHyken

In one quick question, the customer gets to grade the support rep that took the call. It sums up if the customer was happy and if the agent did their job. I started to think about other one-question surveys that can give you a snapshot of what a customer thinks about a company.

Amazing Business Radio – Christa Heibel

ShepHyken

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.

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Take Your Customers Where They Need to Go, Not Where They Want to Go

ShepHyken

This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them?

5 Top Customer Service Articles for the Week of March 18, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. Why Omnichannel is the Future of Customer Interactions (And How You Can Get Started) by Josh Brown.

Characteristics of an Effective Customer Service Strategy

Brad Cleveland

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions.

Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service

ShepHyken

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. 3 Ways to Support Excellent Customer Service from Behind the Scenes .

Why Use Help Desk Software A Question Every Business Should Figure

ProProfs Chat

For business owners, their customers are valued the same way. Every business decision you make is either directly or indirectly associated with your customers. You are mostly assured of a healthy and prosperous business if you can keep your customers happy and satisfied.

Treat Your Current Customers Better than Your New Customers

ShepHyken

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

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business.

Be as Easy as Ordering a Pizza

ShepHyken

They also revolutionized their process and started building technology into the customer experience. Beyond being a better pizza, they wanted to make it easier on their customers, and that’s what every company must do. What can you do to be more convenient for your customers?

Amazing Business Radio: Tien Tzuo

ShepHyken

It allows companies to switch from selling products to selling a service that consumers can use while transforming an industry for the better. The subscription model is a win-win for customers and businesses. For the customer, it’s less expensive and more convenient. To jump into the subscription economy, start with a view of what your customers are doing with you and track all of the usage and interactions. How can companies create a 1-1 relationship with customers?

5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. It Might Be Your Secret Customer Score by Khadeeja Safdar.

Sometimes It’s Just the Right Thing to Do

ShepHyken

We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. I worked at a self-service gas station.