ShepHyken

AUGUST 16, 2021

(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience.

Customer Service 93

Customer Service Social Media Tips Multi-Channel 93

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Social Media 95

Social Media Customer Service Guidelines Loyalty 95

ShepHyken

NOVEMBER 15, 2021

By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. My Comment: I know, metrics aren’t the most exciting topic, but this article is quick and to the point, sharing some important measurements you’ll want to consider.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customer service to be an afterthought. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

MAY 16, 2022

Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. In addition to the traditional metrics, my take is that you should also measure customer behavior. Does the customer come back? Measuring behavior gives us real-time information. How to Measure CX Impact by Jim Tincher.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Stella Connect

NOVEMBER 29, 2021

3: Collecting Real-Time Customer Feedback. The power of capturing and adapting your customer service strategies based on the voice of the customer is undeniable, especially when you consider the immediate impact of just one poor customer experience. Following up with customers who have a negative experience.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

SEPTEMBER 18, 2017

CX measurement: 5 critical mistakes you must avoid by Colin Shaw. MyCustomer) CX improvement measurement often misses a few other areas. To that end, here are five critical mistakes you can’t make in CX measurement. My Commenrt: It often surprises me when companies don’t measure their customer experience (CX).

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

CSM Magazine

OCTOBER 19, 2023

Travellers are increasingly prioritising companies that articulate their safety measures effectively. This has led to a notable shift in customer expectations, elevating the status of companies proficient in transparent communication. Prioritise and Invest The travel industry is at a pivotal juncture.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

MAY 16, 2018

Or, does it measure up to the experience you would want your customers to have? Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Employee Experience 97

Employee Experience Hotels Video Culture 97

ShepHyken

NOVEMBER 19, 2018

(Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. My Comment: When people from Wharton Business School talk or write, I listen and read.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

OCTOBER 23, 2017

Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

JUNE 1, 2020

(Harvard Business Review) In countries hit by the Covid-19 pandemic, customer-facing service businesses don’t just face a tough two to three months; they face a tough two to three years. ” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 68

Customer Service Omni-Channel Call Center Retail 68

ShepHyken

JULY 6, 2020

(CustomerThink) As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on. All these activities are time well spent in the pursuit of a better customer experience.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

Customers That Stick

AUGUST 11, 2015

So, is Twitter really THE channel for social customer service? In its post, Twitter cites a statistic from Social Bakers which says that 80% of all social customer service interactions occur via the platform. Still, can it be THE channel for customer service?

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

ShepHyken

JULY 17, 2017

And, I love their claim: “An effective customer experience strategy can cost next to nothing to implement.”. The Many Choices When Measuring Service by Paul Selby. CustomerThink) How do you measure customer service in your organization? NPS, CSAT or Customer Effort? Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

MAY 30, 2022

The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency? My Comment: We are in the digital era of customer service. Here are three ways to adjust.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

OCTOBER 1, 2023

Low Touch : Low touch services cater to a broader audience, offering standardized services that can accommodate a larger customer base. How to Create High Touch Customer Service Creating a high touch customer service strategy involves a thoughtful approach aimed at fostering personalized, meaningful interactions.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Service Untitled

NOVEMBER 28, 2012

Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Don’t assume that their mother or father, or previous employer taught them what really great service looks like. Have a written service strategy.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92