Brad Cleveland Blog

JULY 10, 2018

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.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Video 20

Brad Cleveland Blog

JULY 25, 2019

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 …

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Video 20

ShepHyken

SEPTEMBER 22, 2023

With the switch-to-video feature, customers can seamlessly switch to a live video chat with a customer service representative without leaving their preferred channel. This interactive feature provides a more personal touch to customer service and allows for faster issue resolution.

Self Service 62

Self Service Trends Customer Service Chatbots 62

TechSee

APRIL 4, 2023

Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients. Today, most people have smartphones. Interested?

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

TechSee

MARCH 7, 2022

Customers who choose self-service can be demanding – and expect organizations to value their time. Key Benefits of Self Service as a Customer Service Strategy . These are recognized as important aspects of customer service strategy, customer engagement, and business growth.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Team Support

MAY 31, 2023

Research shows that customers are 2.4 Implementing chatbots into your customer service strategy can ensure that each customer gets what they need through automated responses or by pointing them to ready-made self service support materials like a knowledge base or how-to videos.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better. Customer-to-customer interactions.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

Kustomer

JANUARY 2, 2024

Stanley took it a step further with a video from the CEO offering to not only send her some Stanley Cups, but to buy her a new car. As businesses consider their modern customer service approach, it must include omnichannel channel support , to meet consumers where they are – anywhere, any time, and on any channel.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

Solvvy

JULY 13, 2022

In fact, Gartner research shows that 62% of millennials and 75% of Gen Z customers will resort to third-party sources such as Reddit or a YouTube video to find information rather than calling customer support. Many companies are concerned that using automated customer service tools will eliminate person-to-person contact.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home.

Customer Service 143

Customer Service Customer Centricity Customer Service Training Survey 143

ShepHyken

NOVEMBER 25, 2022

Studies have shown that customers who receive relational customer service are more likely to make repeat purchases. Creating a Relational Customer Service Strategy. Every company should focus on providing superior customer service. . Customer Lifetime Value (CLV).

Customer Service 78

Customer Service Rewards Programs Customer relationships e-support 78

ShepHyken

JUNE 6, 2023

For Amazon, it’s free shipping, access to video content, and more. I create weekly videos based on these articles. If something I write or put in a video makes a difference in someone’s life or business, that’s good enough for me. A different way to say free is no extra charge. Isn’t that the same as free? Here’s a scenario.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Shep Hyken interviews Jonathan Lerner.

Video 98

Video Technology ROI Employee Experience 98

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot.

Customer Service Training 141

Customer Service Training Video Course Customer Service 141

ShepHyken

JANUARY 12, 2022

I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. This was about different ways customers could communicate with you. In that scenario, I used the website FAQ, live chat, video, and email. It didn’t matter.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

TechSee

JUNE 1, 2021

Visual assistance transforms a self-service channel like web, chat, or online video tutorials into a visual, interactive, and personalized experience, allowing freelancers to resolve issues by themselves without the need to contact the brand’s support center. Visual assistance is more effective than standard how-to videos.

Self Service 109

Self Service Customer Service Video Analysis 109

ShepHyken

SEPTEMBER 2, 2022

Here are some useful tips that can help you build a winning customer experience strategy in your organization: . Review your existing customer service strategy . The first step in improving your customer service strategy is to review the organization’s existing processes for customer service.

Tips 70

Tips Self Service Strategy Customer Experience 70

Brad Cleveland Blog

DECEMBER 17, 2021

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that.

Strategy 26

Strategy Customer Service Strategies Video Course 26

ShepHyken

FEBRUARY 12, 2021

If you’re getting service delivery right most of the time, you’ll no doubt have some fans that’ll stand up for you. Video Chat. Consider incorporating video chat if you have not already done so. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat.

Social Media 111

Social Media Chief Customer Officer Call Center Video 111

ShepHyken

DECEMBER 11, 2019

Video is an amazing tool. Use it for online tutorials, a video version of Frequently Asked Questions and more. Check out this recent Forbes article on using video. Call the customer instead of making them call you for appointments. For more information, go to GetToKnowYourCustomerDay.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library.

Self Service 80

Self Service Video Customer Centricity Customers 80

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? If customer experience surpassed brand and product in terms of importance to buyers in the past decade, empathy and care is certainly going to be the theme of the next few years.

Customer Journeys 83

Customer Journeys Self Service Strategy Multi-Channel 83

ShepHyken

NOVEMBER 19, 2018

Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon. Chief Marketer) Video is great for creating social engagement, but it can also be a powerful customer service tool. Here’s five ideas for using video to help maximize customer experience with your product or service.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

ShepHyken

JANUARY 3, 2024

Discuss why they love them and determine if there’s anything these other companies are doing that you can do as well. EX Is As Important As CX If you’ve been following my articles and videos, you know this is one I’ve been talking about for several years. The employee experience (EX) drives a better customer experience (CX).

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

Comm100

SEPTEMBER 25, 2021

This also allows your customers to contact your business in the way they prefer the most. Learn more: What is Omnichannel Customer Service Strategy? While communicating with your customers, keep in mind that they like personalized messages, interactions, and experiences.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

Vonage

AUGUST 15, 2016

Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014. Download our Salesforce CTI guide and find out how implementing the technology can help you transform your customer experience.

Self Service 120

Self Service Contact Center Trends Connections 120

Oracle

AUGUST 26, 2020

” Try adopting reoccurring check-ins with your team, and explore adopting video conferencing or messaging tools to stay connected. The goal of developing remote customer service strategies is twofold. Working solo can also feel isolating, and it’s important for leaders to build a sense of “togetherness.”

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

Vonage

MARCH 26, 2018

In a service environment that’s now defined by speed and convenience, self-service reduces frustration by allowing customers to find the answers they need quickly and easily. Suitable materials for self-service portals include FAQs, explainer videos and step-by-step solutions for common problems.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Kustomer

OCTOBER 2, 2020

Retailers must put a customer service strategy in place, and leverage the right tools, to deliver on these expectations.”. Be attentive to quality control and making as few mistakes as possible to retain customers and gain their loyalty.

Consumers 80

Consumers How To Retail e-support 80

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. I’ve written about today’s topic before.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

JUNE 6, 2022

My Comment: Just as the title of the article implies, here are 15 great ideas from the Forbes Business Council on how to encourage your customers to come back. The first tip reminded me of a strategy where customers send in videos about how they use products. What Makes Good Customer Service?

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67