ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

ShepHyken

APRIL 22, 2024

Using iconic brands like Target and Coca-Cola as examples might make you wonder or question if this concept is something your organization could consider as a strategy. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Well, don’t wonder.

Customer Service 81

Customer Service Self Service Tips Contact Center 81

ShepHyken

APRIL 28, 2024

You can’t ignore the power of personalization, and more companies recognize this valuable strategy. Loyalty and self-service round out the four. Nurturing customer confidence is an important part of your retention strategy. The use of generative AI technology is easier than ever to implement and cost-effective.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

ShepHyken

APRIL 13, 2022

Then something happened eight years later while I was in college and working at a gas station, which is when I discovered that I was passionate about customer service. . I was working at a self-service gas station. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Self Service 132

Self Service Customer Service Customer Focused Customer Service Training 132

ShepHyken

DECEMBER 19, 2023

With that in mind, let’s look at some lessons we can learn from the company that aspires to be the most customer-centric company on the planet: Digital First – The company made it easy to start the customer support process with a digital self-service solution. And this part is important.

Omni-Channel 88

Omni-Channel Customer Centricity Company Self Service 88

ShepHyken

MAY 15, 2023

Here’s another version of the question: If a company provides a good self-service experience (fueled by AI and technology), will the customer feel any type of emotional connection? Creating digital self-service solutions, especially using AI, can be powerful, but at the same time can potentially commoditize the company or brand.

Net Promoter Score 65

Net Promoter Score Self Service Customer Service NPS 65

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107

ShepHyken

JANUARY 11, 2023

Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

Employee Experience 130

Employee Experience Customer Experience Self Service Call Center Experience 130

Comm100

FEBRUARY 23, 2021

Your customers may not always want to speak to an agent: given the chance, many of them prefer to take assistance into their own hands through self-serve options. Accessible, up to date self-service options are vital for businesses, large or small. – Integrate self-service with your real-time touchpoints.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Ecrion

JULY 14, 2020

People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. This kind of instant access can improve overall customer satisfaction.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Zendesk shares ten trends to help you make informed decisions about where and how to invest in your customer service and CX strategies.

Customer Service 61

Customer Service Self Service Trends Loyalty Programs 61

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

DECEMBER 7, 2020

(Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. My Comment: Want to build repeat business and customer loyalty? This article should spark some ideas.

Customer Service 148

Customer Service Self Service eBook Loyalty Programs 148

ShepHyken

JULY 12, 2021

(DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. That doesn’t mean live agents are going to disappear.

Customer Service 128

Customer Service Self Service Retail Entertainment 128

ShepHyken

MARCH 31, 2018

For example, a company could share relevant research or a white paper; a hardware store can create how-to videos on the most common household repairs and projects; a restaurant can share a popular recipe or even hold a recipe contest and invite customers to participate. Plus, self-service is available 24/7.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

APRIL 22, 2019

But what’s less clear is the toll these self-service interactions may take on customers. My Comment: Here is an interesting topic: Customer Anxiety. The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Natalie Petouhoff. Follow on Twitter: @Hyken.

Self Service 78

Self Service Customer Service Competitive Advantage Case Study 78

ShepHyken

DECEMBER 26, 2022

13 Powerful Retention Strategies That Keep Customers Coming Back by Hirsh Goswamy. Forbes) In business, growth is generally associated with acquiring new customers. However, focusing solely on prospective customers can lead to excessive cash burn, which can rapidly jeopardize a company’s financial situation.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

NOVEMBER 1, 2020

(Ceoworld Magazine) During this ever changing and challenging time, the ability to be a great customer and extend kindness to those we come into contact within a service environment is more important than ever. My Comment: Lately, I’m asked about how customer service has changed during the pandemic. Here are eight ways!

Customer Service 106

Customer Service Self Service Tips Guidelines 106

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? 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. Why You Should Invest in Social Customer Service by Kristina Koller.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 8, 2021

This article reminds us that with the right mindset and strategy, we are looking at an opportunity. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Self Service B2B Retail 98

ShepHyken

SEPTEMBER 5, 2018

I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How did he get into the oil business? Impressive!”

Self Service 90

Self Service Customer Service Training Training Customer Service 90

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. It’s easier to prevent future issues than fix them once they occur, so this is an excellent strategy for any business.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

MAY 1, 2019

When you need support, there are good self-service options. Jeff Bezos, the company’s founder, has a relentless focus on creating customer convenience. Apple: They are masters at engaging their customers at almost every level. They give you confirmation of your order, tracking information, and much more.

Brands 124

Brands Customer Service Self Service Advertising 124

ShepHyken

MARCH 21, 2022

And today, meeting the bare minimum customer service expectations will not make the cut. My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. How Retailers Can Improve Their Customer Retention Rates Through UGC by Adam Dornbusch. Sometimes common sense makes the most sense!

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

DECEMBER 30, 2019

Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer. Note: Be careful not to move from relationship building to blatant marketing, or the strategy may backfire. Customer experience trends to watch out for in 2020 by Mahir Prasad.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

JANUARY 3, 2018

React quickly, especially on social media: When a customer needs support or a question answered and they email it to you, they don’t want to wait two days to get a response. Don’t let technology pass you by: Invest in the right technology to drive a better customer experience. They don’t want to call and be put on hold for an hour.

Customer Service 113

Customer Service Self Service Tips Social Media 113

ShepHyken

NOVEMBER 19, 2018

(UJET) When done right, a conversation with the customer over the phone can be helpful, engaging, and even fun. My Comment: Even with self-service and automated customer service solutions, some customers still want to (and sometimes have to) talk to a human being. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

ShepHyken

OCTOBER 11, 2021

My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. The topics covered include quick response times, providing self-service options, different ways customers can communicate with you (phone, email, chat, text, etc.),

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

APRIL 30, 2018

And, depending on your company – and how far advanced (or not) you are with your personalization strategy – some might be a little scary! The Opportunity Cost of Delivering an Average Customer Experience by Maggie Lin. 5 Predictions On The Future Of Customer Service by Mikhail Naumov. Some are exciting.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JANUARY 22, 2023

This is followed by three trends from the Salesforce State of Service research and five takeaways. My Comment: This excellent article focuses on strategies and tactics to consider for your call center. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. Here are ten ways to move your customers toward being loyal.

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. 10 Quotes To Inspire Better Customer Service by Sharpen.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

AUGUST 1, 2016

” Customers want access to a quick solution. That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

OCTOBER 16, 2023

Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Yet most businesses don’t study why people love their product or love working for them, nor do they have a strategy for unleashing it. And with AI and digital experiences, how can we maintain customer love?

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12