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.

3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. Be honest with yourself: How confident are you, really, with your current level of customer service?

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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. Why do you want to be on social media to serve your customers?

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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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. Proper training and coaching could have helped. Winter travel can be stressful with the concern of weather-related delays and cancellations.

Guest Blog: Why You Should Train Frontline Personnel to Be Great Listeners

ShepHyken

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. And then have been times when I enjoyed superb service from frontline staff.

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

It is an example of excellent customer service. Then there were other “should haves” that might make the customer’s experience better. A snack box to give your customers a little something they weren’t expecting. Water bottles to give to customers.

It’s Not Where You Are. It’s Where You’re Going.

ShepHyken

How does this apply to customer service? When dealing with an upset customer or contentious situation, you are in the moment. How does the customer feel now? How do you want this customer to feel when you finish your conversation? It could be an angry customer.

Showing Up On Time

ShepHyken

Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

The Importance of Co-ordinated CRM and Contact Centre Strategies

Martin Hill-Wilson

Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it should be. Despite this, there is obviously a common element: the customer. Indeed the basis of CRM as both a business strategy and system of record is that the customer becomes the central point of focus. Continue reading The Importance of Co-ordinated CRM and Contact Centre Strategies at BrainFood.

Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. How does that affect the customer’s opinion of the rest of the plane?

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Get Over It and Move On

ShepHyken

Several weeks ago, I shared the idea that in customer service you sometimes have to take a metaphorical punch. It’s sometimes tough to move on when a customer is being difficult, if not downright rude. But it shouldn’t impact the next customer’s experience.

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20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

ShepHyken

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020.

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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You Shouldn’t Have Told Me That

ShepHyken

While I appreciated her honest response, it seemed like she was more interested in how tips were split between employees than in taking care of customers. Second, take care of the customers and move the tables. There are certain things employees should never say to a customer.

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The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. The gist of that article was about getting more customers to fill out those surveys. The next day, you send the customer a survey.

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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.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

ShepHyken

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Customers love relevant information.

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.

5 Top Customer Service Articles for the Week of August 26, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston.

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.

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.

5 Top Customer Service Articles for the Week of December 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. Make Your Customer Service Ready For 2020 by CrazyCall.

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Is Twitter THE Channel for Customer Service?

Customers That Stick

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service.

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.

5 Top Customer Service Articles for the Week of October 28, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Four Brands Getting Customer Experience Right by Ryan Hollenbeck.

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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.

The New Book Revealed: Be Your Customer’s Hero

Customers That Stick

Service triggers that set customers off. Power words that influence customer perception. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. Is this how you feel when you work with customers?

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

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?

5 Top Customer Service Articles For the Week of May 21, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience.

Are You Keeping Up with Your Customers?

ShepHyken

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?

For a Successful CX You Must Have a Successful EX

ShepHyken

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Customer support?

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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.

The Convenience Question: How Easy Am I to Do Business With?

ShepHyken

This simple question gives you an idea if your organization did well enough for the customer to recommend you. The idea is that if you have a number of customers suggesting the same “one thing,” you need to pay attention. This is the next level of customer service.