Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

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

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 134

Customer Service Loyalty Programs Social Media Contact Center 134

Who's Your Gladys?

OCTOBER 8, 2014

It’s what takes companies to new heights, growing the skills of staff members, increasing customer loyalty and improving profits. Customer Service customer service mindset customer service performance Listening Lori Jo Vest social media Who''s Your Gladys?

Feedback 180

Feedback Social Media Customer Service Training Training 180

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 92

Social Media Customer Service Guidelines Loyalty 92

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. I have added my comments about each article and would like to hear what you think too.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? They asked Dan Gingiss to share some of his customer experience wisdom.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

Comm100

AUGUST 29, 2021

Whether a customer is reaching out to your company in an email, or on social media, you need to take their concerns seriously, and show them that you’re ready to help. The trust of your customers is not given lightly, and your agents should understand that their tone matters when responding. Putting it all together.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

ShepHyken

NOVEMBER 4, 2020

And like chicken, customer service—no matter how you serve it to your customer—is still customer service. There are many ways customers connect with the companies they do business with, be it in person, on the phone, via text, with email, on social media and more. They may have a question.

Customer Service Training 141

Customer Service Training Social Media Customer Service Representative Training 141

ShepHyken

JULY 22, 2019

8 Tips for Improving Social Media Customer Service by Fara Haron. Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year.

Social Media 116

Social Media Customer Service Trends Tips 116

ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), The Best Way to Complain to a Company on Social Media by Octavio Blanco. One area we covered was how social media can help.

Customer Service 144

Customer Service Social Media Report Culture 144

Bill Quiseng

NOVEMBER 8, 2023

The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return repeatedly, spend more money, and rave about you to others on social media. Serving customers because you HAVE TO is your job. Consistency builds trust. CARE Magnificently!

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

OCTOBER 13, 2021

Whether you’re sending out emails, text messages, calling the customer, or using any other form of communication, keeping customers informed is actually creating confidence that all is going according to plan. Customers love that! . Stalk your customers on social media. Follow on Twitter: @Hyken.

Loyalty 104

Loyalty Social Media Tips Communication 104

ShepHyken

DECEMBER 13, 2021

A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier. Respond to customers faster.

Customer Service 76

Customer Service Social Media Call Center Retail 76

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. – Text messaging is an emerging customer service power play.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 13, 2023

Today my answer is changing, as the customer’s experience goes far beyond delivering great customer service. Due to new and amazing technology, smart companies are interacting with their customers in ways never before imagined. Connect with Shep on LinkedIn. Copyright ©MMXII, Shep Hyken)

Customer Experience 69

Customer Experience Customer Service Gamification Social Media 69

ShepHyken

SEPTEMBER 8, 2021

First, make it super easy for customers to reach out to you, and I’ll add, the way they want to reach out to you. Make your phone number and email address easy to find, and be available on other channels you know your customers like to use (text, social media, etc.). Follow on Twitter: @Hyken.

Social Media 163

Social Media Customer Service Training Training Customers 163

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 151

Average Handle Time Social Media Customer Service Training Customer Service 151

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience.

Customer Service 89

Customer Service Social Media Tips Multi-Channel 89

Vonage

NOVEMBER 10, 2016

And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. We strive to “practice what we preach” and follow the same concepts that we teach.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. Look around you.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

JANUARY 25, 2023

The unboxing of a product that the customer records to share with friends and colleagues. And we love it when the customer takes the concept of the Selfie Experience to the next level by taking a photo or video and broadcasting it on social media channels like Facebook, Instagram, TikTok, Twitter, and others.

Sports 74

Sports Social Media Customer Service Training Video 74

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. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. 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.

Culture 151

Culture Social Media Customer Service Training Customers 151

ShepHyken

MAY 15, 2023

Social Listening is the process of monitoring online conversations about your brand, competitors, and industry. It involves tracking mentions of your brand on social media, forums, blogs, and other online channels. My Comment: This is an excellent article about “Social Listening.” Connect with Shep on LinkedIn.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

MARCH 7, 2018

These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They answer phones, emails, texts, social media comments, and more. They’re your front line for your customers. Follow on Twitter: @Hyken.

Customer Service Representative 177

Customer Service Representative Banking Social Media Customer Service Training 177

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 114

Customer Service Self Service Social Media Customer Service Training 114

Ecrion

JULY 14, 2020

As we move into the future, customer service training will become more personalized. Using a more tailored employee training approach will ensure that every customer gets the best experience possible. Social Media as a Customer Support Tool. Social Media as a Customer Support Tool.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

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

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. The way Wendy’s, the restaurant chain, responded to a recent tweet is a perfect example of what happens when companies do social media the right way. Social media gives customers a loud voice and a huge platform.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

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

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Brad Cleveland is a global expert in customer strategy and managemen t.

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. Connect with Shep on LinkedIn.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

Vonage

JUNE 6, 2017

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts Customer service skills: What does it take to make a great contact centre manager?

Measurement 133

Measurement Customer Service Social Media Travel 133

Vonage

OCTOBER 26, 2015

Go beyond lip service. What has been posted by a customer recently on social media that has created positive buzz? We may not be as good as we think if no-one is raving about us via social media. Get the basics right, be responsive, follow up, master a lasting impression and your customers will talk.

Customer Experience 120

Customer Experience Social Media Customer Service Training Customers 120