ShepHyken

APRIL 9, 2024

That’s a big part of what gets your customers to say, “I’ll be back!” (To get the full research report, visit www.Hyken.com/research.) Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Micah Solomon

OCTOBER 18, 2018

What is internal customer service–a good, workable definition? And how can great internal customer service be accomplished–what are the principles and best practices we can apply to our own internal customer service training to enable us to provide the best customer service possible within our company?

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

Myra Golden

JANUARY 8, 2018

Operations Manager, Shared Services Training & Development. Reporting is super easy. With just one click you can pull up progress reports, so you know when your employees have logged in, if they completed the training, and how they are progressing through the courses. Kristin Augusta | Sr. John Hancock .

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

ShepHyken

FEBRUARY 14, 2022

Don’t miss the opportunity to create customer loyalty through an easy and hassle-free return policy. This article covers several important ways to deliver that return policy experience that fosters goodwill and gets customers to return again and again. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. One of the main points is that customer service is becoming the face of a brand.

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

ShepHyken

AUGUST 9, 2021

Customer Service Benchmark Report – 2021 by Hiver. Hiver) Hiver surveyed 500+ US-based customer service professionals to find out how their teams handle requests – how quickly they respond, what channels they use, what KPIs they track to measure their support quality, and more! Follow on Twitter: @Hyken.

Customer Service 145

Customer Service Social Media Report Culture 145

Service Untitled

MAY 6, 2013

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. P PRESENT. L LISTEN.

Report 82

Report Consumers Customer Service e-support 82

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

AUGUST 19, 2020

One of his colleagues was writing a summary report and was using a dictionary to look up words. Paul was fascinated that this man would take time to look up words for what was considered an informal report. His idea of taking the report to a professional level was to have no misspellings. Follow on Twitter: @Hyken.

Entertainment 128

Entertainment Sports Customer Service Training Report 128

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JANUARY 5, 2022

This prompted BarkBox to reach out to its customers in the areas that were hit hardest. This is a letter emailed to one of the customers: Hello Veronica, This is Rachel, and my pup Harper, with the Happy Team here at BARK. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

ShepHyken

DECEMBER 22, 2021

I realize you stayed late a couple of nights to get this report finished. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 131

Customer Service Training Leadership Video Feedback 131

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JANUARY 21, 2024

The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

ShepHyken

FEBRUARY 4, 2024

But for it to work, it’s important to remember the critical step of forging genuine connections with customers. My Comment: If you need to read research to confirm that customer loyalty is crucial to your company/brand, then hurry up and read this article (and download Marigold’s report). Connect with Shep on LinkedIn.

Customer Service 61

Customer Service B2B Loyalty B2C 61

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

ShepHyken

JANUARY 14, 2024

But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year. By creating better experiences and providing better service—and here are some ways to do it.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

But these situations aren’t unique to the holiday season, and now that the new year is in full swing, businesses can step back and reflect on customer service lessons they can take with them throughout the rest of the year. By creating better experiences and providing better service—and here are some ways to do it.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

NOVEMBER 13, 2023

Surgeon General report. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

eBook 57

eBook Customer Service Tips Survey 57

ShepHyken

AUGUST 6, 2023

It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

JULY 22, 2019

4 Customer Experience Takeaways from Mary Meeker’s Internet Trends Report by Inge De Bleecker . CMSWire) The report contained four points, in particular, which spoke to the necessity of providing great customer experiences for today’s demanding users. Follow on Twitter: @Hyken.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

JANUARY 31, 2022

This short article has several ideas on how to serve disloyal customers. The Best Customer Service Starts With a Smile by The Tech Report Staff Reporter. The Tech Report) A smile offers distinct advantages in the best customer service. The result is they defect. Follow on Twitter: @Hyken.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

ShepHyken

SEPTEMBER 23, 2020

The latter doesn’t come from stopping when there is a possibility that there might be more you could do to enhance the customer experience. In the sales world, there are many reports about how many no’s you get from a customer before they say yes. This “follow the shot in” analogy can be used in many other areas of business.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

ShepHyken

JUNE 14, 2021

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. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 94

Customer Service Retail Loyalty Study 94

ShepHyken

SEPTEMBER 21, 2020

(Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

Steve DiGioia

NOVEMBER 27, 2017

In ever increasing frequency, the news reports covering the past few years’ Black Friday sales have focused on the “great” prices to be had on items me “must” have. According to reports: “A seat in the third row was folded down to make room for the family’s purchases.” *. Surely, Black Friday shopping brings out the worst in us.

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Report Sales Groups Customer Service 223

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! Customers want and expect more than ever before – because that’s what we have we taught them.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

JULY 31, 2023

Top 22 Benefits of Chatbots for Businesses and Customers by Gianna Maderis (Zendesk) According to the Zendesk Customer Experience Trends Report 2023, 72 percent of business leaders said expanding AI and chatbots across the customer experience is their priority over the next 12 months. That’s a great start.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

JULY 3, 2019

As an example, when does a typical customer find out their cable TV is out? Typically, the customer will pick up the phone to report the problem and hope the customer service agent can help them restore their cable TV. The post Proactive Customer Support appeared first on Shep Hyken.

Customer Service Training 133

Customer Service Training Customers Examples Training 133

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Salesforce) Today, we’re releasing a new research report that shows just how trends in customer service are evolving in this hypercompetitive customer landscape.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

DECEMBER 21, 2020

(ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

MAY 11, 2022

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? The post Would You Rather Clean a Toilet Than Call Customer Support??

First Call Resolution 75

First Call Resolution Customer Service Training Customers Tips 75

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61