Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

SEPTEMBER 4, 2023

Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

DECEMBER 27, 2021

This article makes the case that winning your customers back is also less expensive. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Magazine) “Embrace customer complaints” is probably a cringe-worthy idea to some of you. Thank you, Drew!)

Customer Service 71

Customer Service Tips Fashion Call Center 71

ShepHyken

JUNE 14, 2021

Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 92

Customer Service Retail Loyalty Study 92

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. You may find some answers in this article.

Customer Service 71

Customer Service Metrics Social Media Retail 71

ShepHyken

MAY 12, 2019

(Forbes)Boosting customer loyalty is an ongoing challenge for marketers, and below are seven strategic tips for increasing engagement and strengthening customer loyalty. My Comment: My belief is that many customer loyalty programs are actually marketing programs. That’s not a bad thing. by Michael Stelzer.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. The Unique Challenge of Building Customer Loyalty in an Online Only World by Phil Britt. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Self Service Tips Guidelines 103

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 25, 2022

My Comment: This is an excellent article that mirrors my philosophy that the customer service agent’s job is much more than just answering questions and solving problems. They are the front-line ambassadors of the company that help get customers to come back, generate revenue, and create raving fans. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. It’s about getting “service” right. When the customer speaks, listen!

Customer Service 76

Customer Service Social Media Call Center Retail 76

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. My Comment: If you can’t create trust between your company and your customer, you are destined for failure. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 87

Customer Service Guest Experience B2B B2C 87

ShepHyken

MAY 7, 2018

Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer. CRM Magazine) Branded communities can capitalize on this emerging picture: Potential customers would much rather hear from their peers than they would from you. So, what can a company do to give their customers something to talk about?

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Then, think about this customer well into the future. My Comment: Content marketing is more than a marketing strategy.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Michelle Singer, President, American Marketing Association – Tulsa Chapter.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Michelle Singer, President, American Marketing Association – Tulsa Chapter.

How To 40

How To Customer Service Training Video Training 40

CSM Magazine

DECEMBER 29, 2022

Additionally, online services often allow businesses to access premium customer service support as well as sophisticated online security protocols that help keep funds and personal information safe. Keep your promises – if you say you’ll call a customer back, make sure you do so in a timely manner.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

SEPTEMBER 12, 2022

3 Marketing Lessons From Zappos’ Social Media Team by Aaron Templer. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

ShepHyken

JULY 18, 2016

This article shows how customer experience and marketing can tie into a game. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Some very funny, but at the same time very serious, customer service quotes. Customer Loyalty: Obligation or Happy Marriage? b y Jeanette McMurtry.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

APRIL 10, 2023

Strengthening Customer Loyalty Strategies for Long-Term Growth by George Korizis (CustomerThink) During times of economic uncertainty, supply chain disruptions and an ever-shifting talent market, fostering and strengthening relationships with customers has never been more important for a brand’s survival.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

AUGUST 8, 2022

The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. My Comment: In short, this video is “hot.”

Customer Service 23

Customer Service Culture Customer Retention Video 23

CSM Magazine

AUGUST 29, 2022

Make sure you take the time to train your employees on things like how to greet customers, handle customer inquiries, and process sales. You may, for instance, want to consider using a customer service training program like the one offered by The Jewelry Training Institute.

Customer Service 52

Customer Service How To CRM Tips 52

CSM Magazine

JANUARY 17, 2022

You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets. Professionals who offer digital marketing services can help you to understand the scope of ways to attract your target audience to your website.

Customer Service 52

Customer Service Social Media Entertainment Training 52

ShepHyken

JULY 3, 2023

If you’re new to creating customer personas, this article includes several ideas and tactics on how to take advantage of this powerful marketing and CX strategy. The Four Secrets to Nordstrom’s CX Success by Saskia Tillers (The CEO Magazine) For any brand, revamping CX will only ever be a valuable exercise.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

MARCH 5, 2023

How Companies Can Improve Their Customer Service Practices by Pete Mercer (Repertoire) Every year, businesses across the world spend months planning and strategizing the best ways to attract and retain customers in an increasingly competitive market. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

CSM Magazine

OCTOBER 19, 2023

Rebranding efforts are breathing new life into established names, while technological enhancements are setting new standards for customer interaction. Some businesses are even expanding their geographical footprint, entering new markets to tap into emerging opportunities. catering to the diverse needs of American travellers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Training Customer Service 52

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

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Customer Service 12

Customer Service Self Service Retail Airlines 12

ShepHyken

AUGUST 30, 2021

(MarTech Series) Companies that focus on building a strong customer experience strategy have been known to experience reduce churn rates and increased revenues. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. Maybe both!

Customer Service 15

Customer Service Retail B2B Customer Service Training 15

ShepHyken

NOVEMBER 7, 2022

4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. I’ll add a fifth, and that’s customer experience.

Customer Service 14

Customer Service Financial Loyalty Tips 14

CSM Magazine

AUGUST 23, 2022

Create an emotional connection with your customers by creating special offers and promotions, turning repeat customers into avid fans. Thoughtful email marketing. Take Real-Time Data: You can offer real-time and request reviews during and immediately after a guest or customer experience. Loyalty rewards programs.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

CSM Magazine

FEBRUARY 21, 2022

It’s important to offer competitive rates if you want to attract and retain customers. Make sure you’re always up-to-date on the latest industry rates so that you can stay competitive in the market. This will help ensure that customers are happy with the estimates you provide them. Offer driver training.

Tips 52

Tips Customer Service Company Transportation 52

CSM Magazine

DECEMBER 30, 2016

It should be well understood from everyone involved, bottom line, the customer comes first. Training happens every day. At most companies, training takes place the first few days on the job. At companies with the highest rated customer service, training is ongoing. There is always room to learn and grow.

Customer Service 69

Customer Service Customer Service Representative Loyalty Customer Service Training 69