ShepHyken

JUNE 14, 2021

Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator. RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives. My Comment: This is a report you’ll have to download, but it’s a great one. Forget Brand Loyalty.

Customer Service 92

Customer Service Retail Loyalty Study 92

ShepHyken

MARCH 21, 2022

And right up there with that power is when customers create content (written and video) for the world to see. The Five Cs of Customer Service by Call Centre Helper Magazine. Call Centre Helper Magazine) If you are looking for contented customers, then there are five key areas that you need to address.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

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. The study, which examined 3.7 and the U.K.,

Customer Service 76

Customer Service Social Media Call Center Retail 76

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.

Customer Service 87

Customer Service Contact Center Customer Centricity B2B 87

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bruce authored many of Forrester’s most popular research reports. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. My Comment: The only reason this is a BONUS is that you have to opt-in with your email address to get the report.

Customer Service 103

Customer Service Self Service Tips Guidelines 103

Storyminers

JULY 6, 2020

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Bruce authored many of Forrester’s most popular research reports. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

JUNE 8, 2023

Get in tune with your customer’s situations, attitudes and needs. Anticipate, read between the lines, ask questions, and get involved… to show you care and to know what will satisfy the customer. Actively listen as if you plan to report what you learned to someone else. Limited job knowledge reduces performance.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

CSM Magazine

MARCH 9, 2023

Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. eCommerce has broken down barriers when it comes to consumerism and largely moved the vendor-buyer transaction to a faceless digital one.

Ecommerce 52

Ecommerce Customer Service Social Media Training 52

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service. Invest in a Proper CSM System.

Leadership 59

Leadership Customer Service Strategy How To 59

CSM Magazine

OCTOBER 19, 2023

While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

MAY 8, 2023

Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Loyalty Programs Loyalty Tips 12

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. percent this year to 2.7 percent in 2023.

Customer Service 14

Customer Service Financial Loyalty Tips 14

CSM Magazine

FEBRUARY 7, 2020

Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. According to a Gladly report , 61% of clients want personalized services more than fast ones. What needs do I need to meet?

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

CSM Magazine

OCTOBER 12, 2015

.” This fantastic achievement for the Isle of Wight ferry company comes after Red Funnel invested in extensive customer service training for its employees in 2015, introducing user group forums and deploying customer greeters, which has resulted in a 113% increase in compliments and 16% fewer complaints in 2015 vs. previous year.

Customer Service 40

Customer Service Travel Customer Service Training Customer Service Strategies 40

CSM Magazine

DECEMBER 8, 2015

Twenty-nine percent surveyed this year said managing customer expectations was their No. 1 challenge and 28 percent said choosing the right technology to create a better customer experience was their biggest hurdle. These issues often lead to customer dissatisfaction.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ShepHyken

NOVEMBER 21, 2022

Should You Break Up with Some of Your Customers? CEOWORLD Magazine) Breaking up with customers evokes fear for many leaders but in the words of entrepreneur and author Tim Ferriss, “What we fear doing most is usually what we most need to do.”. But what if the company doesn’t like the customer? by Joseph A.

Customer Service 13

Customer Service Net Promoter Score Government NPS 13