Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. A self-service solution is invaluable for reducing the amount of incoming tickets.

“Service Please!” – Knowledge Management & changing Customer Service Strategies

Knowmax

Service Please!” – Knowledge Management & changing Customer Service Strategies. Customer Experience CX initiatives

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COVID Needs Both Short & Medium Term Customer Service Strategies

Martin Hill-Wilson

During my time working with the Coveo team over the last few months, listening to customer stories during online pizza lunches and reflecting on key themes in these posts, it is the sheer speed of change that hits me the most. Speed Of Change.

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.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

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? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

Creating a winning customer service strategy

delighted

Exceptional customer service turns repeat and new customers into promoters. Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. A recent American Express survey found that 81% of customers feel that the support they receive meets or exceeds expectations.

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow.

Start Your Social Media Customer Service Strategy Here

Russel Lolacher

STRATEGY (strat·e·gy) /?strad?j?/. ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. The digital world is littered with social media accounts that died a slow death, posted with little consistency or intent, misrepresented their brand or ignored the very customers they promise to serve. Why do you want to be on social media to serve your customers?

Why Your Company’s Customer Service Strategy Must Make the Most of Remote Workers

Advantage Communications

Customer Service TrendsWe’re now two months into a new decade and the way we do business is evolving more than it has ever done before. Technology is advancing at a rapid pace , the way that companies operate internally has changed to project-based work and, most importantly, the traditional workforce has transformed significantly. A large portion of today’s workforce is no longer happy working traditional 9-5 office jobs.

10 Reasons Why You Should Have a Remote Customer Service Strategy

PlayVox

Remote work is a growing trend in the workplace today. More companies are allowing employees to work from home, or hiring workers from all around the world to work on the same team via the internet

How to Turn Your Customer Service Strategy into a Continuously Improving Customer Experience (CX)

Advantage Communications

Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service. Customer Service Trends

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? These writers point out that there is a minority of bad customers out there that will take advantage of businesses, cost them money and should be “fired.” Not all customers are worth keeping. The Honest Customer.

Three ways to make customer service strategies more resilient to uncertainty

MyCustomer

Engagement How to make CX more resilient to uncertainty

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. This is supported by research we conducted which found that almost a third of consumers are willing to move their custom if they receive an unsatisfactory service. When it comes to customer complaints, it’s important a business reacts quickly.

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. I suggest a more complete definition: “Customer service is the act of meeting your customers’ needs through the provision of high quality support before, during and after the transaction. Customer Service

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.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. Is it the customer service? .

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Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service … Call Center Contact Center Customer Access Strategy Customer Service Leadership LinkedIn Learning Brad Cleveland leadership strategy

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. We all have at least one thing in common – we’re passionate about Customer care.

Customer Service Strategy: Avoid Common Pitfalls

Brad Cleveland

Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. Avoid these five common pitfalls, discussed in my LinkedIn Learning Course “Customer Service … Call Center Contact Center Customer Access Strategy Customer Service Leadership LinkedIn Learning Brad Cleveland leadership strategy

How to Avoid Roadblocks to Great Customer Service

ShepHyken

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.

4 Tried and True Customer Service Strategies for New Call Center Managers

Win the Customer

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.

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. Your service strategy is the bridge between the organization’s vision and mission—and the decisions and actions that happen every day. Discover four characteristics of an effective customer service strategy in this video from my new Lynda.com course “Customer Service Strategy.”

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Gauge the Effectiveness of Your Customer Service Strategy

Brad Cleveland

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing. These four factors are explained in the video below, “Gauge the Effectiveness of … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership strategy

Video 24

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees).

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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. Make the required investments … Call Center Contact Center Customer Access Strategy Customer Service Leadership Brad Cleveland leadership LinkedIn Learning strategy

Gauge the Effectiveness of Your Customer Service Strategy

Brad Cleveland

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing. These four factors are explained in the video below, “Gauge the Effectiveness of … Call Center Contact Center Customer Service Leadership Brad Cleveland leadership strategy

Video 20

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. Make the required investments … Call Center Contact Center Customer Access Strategy Customer Service Leadership Brad Cleveland leadership LinkedIn Learning strategy

Guest Post: A Guide to Training Employees to Deliver Outstanding eCommerce Customer Service

ShepHyken

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service. Strategies.

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.

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.

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. The great customer service begins with being employee focused. Infographics Tips and Tricks customer service strategy

Would You Fight to Make Your Customers Happy?

ShepHyken

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. When it comes to customer service, I’m in alignment with the second definition.

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. And once they do connect with a customer, agents should be able to figure out the customer’s problems quickly and troubleshoot them with ease. Engage with customers early and engage often.

Amazing Business Radio: Claire Boscq-Scott

ShepHyken

Mystery Shop Your Customer Experience. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist. Top Takeaways: It’s important for any and every business to measure the level of service they provide.

When Surprise and Delight Becomes Surprise Without Delight

ShepHyken

The intention is that we surprise our customers with better-than-expected service. She hired a cleaning service to clean her home, and specifically told them not to go into the third bedroom. Back to general customer service.