ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. The Forbes Council shares a number of good ideas.

Customer Service 59

Customer Service Social Media Loyalty B2C 59

ShepHyken

MAY 31, 2021

(Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. Furthermore, we’ll share some tips on how to implement your own chatbot. by Stephanie Falkner.

Customer Service 133

Customer Service Effort Score e-support Chatbots 133

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. Sometimes, they will trade a better customer experience for a better price.

Self Service 69

Self Service Customer Service Contact Center Loyalty 69

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 100

Social Media Customer Service Customer Care Insurance 100

ShepHyken

SEPTEMBER 26, 2022

(CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Traditionally, decision-makers and marketers have relied on surveys to measure customer success. Eight Tried-And-True Tips For Creating Effective Customer Retention Emails by Forbes Councils Member.

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. Without any further delay, here are ten more ways to create a better customer experience in 2020. It also creates confidence in your customer base by proving your knowledge and expertise.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

ShepHyken

SEPTEMBER 10, 2023

How To Strengthen Customer Retention After Virality by Angus Knights (Spiceworks News & Insights) A viral moment quickly leads new and returning shoppers to the brand’s site to check out the product(s) they have seen in action from their favorite creators or influencers on social media. The future is happening today!)

Customer Service 82

Customer Service Loyalty Programs Retail Loyalty 82

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. CustomerThink) One of the most effective ways to stand from your competition in today’s competitive market is to provide stellar customer service. It’s all about the brand’s ‘helpful place’ promise to customers.

Customer Service 74

Customer Service Metrics Social Media Retail 74

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. Done wrong, you lose the customer permanently.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JANUARY 23, 2017

(CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. My Comment: This excellent article has three powerful tips. Forbes) We know great CX drives revenue.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Call Center Pros

SEPTEMBER 3, 2018

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Customer Service 59

Customer Service Social Media Chatbots Ecommerce 59

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

DECEMBER 3, 2018

(Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business. These four strategies will help you negotiate with even the most unreasonable customer. That’s a rhetorical question.)

Customer Service 103

Customer Service Retail Airlines Social Media 103

Kayako

NOVEMBER 21, 2018

Even though it costs them more money to offer faster shipping options and free returns, they’re willing to accept it because it makes the buying process more convenient for customers. How do you build a customer-oriented culture? Here are five tips and lessons from brands that have done it successfully.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

AUGUST 15, 2016

4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Multichannel Merchant) Here are 4 tips for delivering a richer experience this summer so you can catch online customers in the buying mood before they head off to sunnier pursuits. The 30 Things Customers Really Value by Eric Almquist.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

MARCH 6, 2017

In addition he shares a few tips that will help any organization deliver a better customer service experience. How to Get Better Customer Service, and Skip the Rage by Christopher Mele. New York Times) What is the most efficient and least painful path to get good customer service? Chat online?

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

FEBRUARY 6, 2017

My Comment: Customer advocacy is powerful. Customers who are willing to recommend you to their friends and colleagues are your best marketing. This article has eleven “data drive” reasons customer advocacy is important and seven tips on how to increase advocacy. There is something here for everyone.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

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: I love the idea of WOWING the customer.

Customer Service 24

Customer Service Culture Customer Retention Video 24

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. HR News) Sometimes, delivering good customer service means eliminating the bad experiences that happen regularly.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ShepHyken

JULY 11, 2022

They also need to win them over — a process that starts and ends with a good customer experience (CX). Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. This time, the focus is on the customer support center. (CX

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Social Media 24

Social Media Customer Service Retail Loyalty 24

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. My Comment: I’ve recently written several articles related tipping fatigue, tipflation, and tip creeping.

Customer Service 12

Customer Service Tips Social Media Consumers 12

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

NOVEMBER 28, 2022

In this article by Tomas Hult, part of the team that brings you the American Customer Satisfaction Index , you will learn the importance and power of the CEO, president, or owner of a company spending time on the frontline, hearing from, learning from and answering customers questions, comments, and complaints.

Customer Service 13

Customer Service Contact Center Case Study Tips 13

ShepHyken

JUNE 5, 2023

Data clearly shows that it costs more than twice as much to get a new client than it costs to keep an existing one, partly because happy customers refer their friends — that’s free word of mouth marketing! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Adam Toporek. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

FEBRUARY 15, 2022

Franz hosts top customer experience thought leaders on the chat and shares their perspectives, tips, and workarounds regarding customer experience. Bill Quiseng is a well-known blogger and professional speaker who gives valuable keynote sessions on customer service. Franz co-hosts the popular #CXchat on Twitter.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Adam Toporek. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28