You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? Well-trained operators mean better customer satisfaction. Lower Quality Service.

3 Customer Service Training Secrets You’ll Wish You’d Known 5 Years Ago

Ecrion

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back. Be honest with yourself: How confident are you, really, with your current level of customer service?

How to Disrupt Your Competition

ShepHyken

When your customers can buy what you sell from others, that’s called competition. Is it the customer service? . Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience.

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Look Past the Obvious for a Better Solution

ShepHyken

The customer service agent was happy to accommodate my request. She was a model customer service agent; friendly and helpful. Proper training and coaching could have helped. Winter travel can be stressful with the concern of weather-related delays and cancellations.

Is Twitter THE Channel for Customer Service?

Customers That Stick

Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service.

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

It is an example of excellent customer service. Then there were other “should haves” that might make the customer’s experience better. A snack box to give your customers a little something they weren’t expecting. Water bottles to give to customers.

Strike One and You’re Out! Five Ways to Ensure Your Customer Service Is a Hit

ShepHyken

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Customer service is your competitive advantage.

The Customer-Free Zone

ShepHyken

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. It’s time to eliminate these customer-free zones.

5 Top Customer Service Articles for the Week of November 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! How psychology affects the customer experience of voice support by UJET.

The Customer Is Angry – And, It’s Not Your Fault

ShepHyken

The customer on the phone – or in person – is raging mad. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. Something else caused the customer to become upset. Imagine this.

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Guest Blog: Why You Should Train Frontline Personnel to Be Great Listeners

ShepHyken

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. And then have been times when I enjoyed superb service from frontline staff.

What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. How does that affect the customer’s opinion of the rest of the plane?

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Predictive Customer Support

ShepHyken

In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem.

5 Top Customer Service Articles for the Week of July 9, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service?

Get Over It and Move On

ShepHyken

Several weeks ago, I shared the idea that in customer service you sometimes have to take a metaphorical punch. It’s sometimes tough to move on when a customer is being difficult, if not downright rude. But it shouldn’t impact the next customer’s experience.

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5 Top Customer Service Articles For the Week of May 21, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. My Comment: Starbucks is a leader in customer service and experience.

5 Top Customer Service Articles for the Week of November 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. It Might Be Your Secret Customer Score by Khadeeja Safdar.

5 Top Customer Service Articles for the Week of July 22, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. What a French Creole Cooking Term Can Teach Us About Customer Loyalty by Josh Linkner.

5 Top Customer Service Articles For the Week of January 29, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. The aim is to modernize customer services.

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Nobody Goes There Anymore… It’s Too Crowded

ShepHyken

Any customers who had to wait in line longer than that would receive a discount. When your success causes your customers frustration because you are too busy to take care of them, you are at risk of losing your best customers. Most of the time, you’ll frustrate customers.

5 Top Customer Service Articles for the Week of August 20, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers.

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5 Top Customer Service Articles For the Week of November 7, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

5 Top Customer Service Articles For the Week of February 12, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. Here are five ways to deliver a great service experience.

5 Top Customer Service Articles For the Week of April 23, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).

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5 Top Customer Service Articles For the Week of March 5, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? It’s usually measured by a customer satisfaction survey on a numerical scale.

5 Top Customer Service Articles for the Week of April 1, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. Use of AI in customer service is predicted to increase by 143 percent over the next 18 months.

5 Top Customer Service Articles For the Week of April 30, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Being the Bearer of Bad News

ShepHyken

It’s never fun to share bad news with a customer. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news. That’s what they call their customers – members. Be available if the customer has questions.

5 Top Customer Service Articles For the Week of June 4, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.”

5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell.

The Importance of Co-ordinated CRM and Contact Centre Strategies

Martin Hill-Wilson

Due to different owners and competing agendas, the relationship between CRM and customer service is unfortunately not always as close as it should be. Despite this, there is obviously a common element: the customer. Indeed the basis of CRM as both a business strategy and system of record is that the customer becomes the central point of focus. Continue reading The Importance of Co-ordinated CRM and Contact Centre Strategies at BrainFood.

5 Top Customer Service Articles for the Week of September 18, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Every employee – and that includes top executives – should experience what every customer experiences.

5 Top Customer Service Articles For the Week of March 13, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category.

Five Ways to Say Thank You to Your Customers

ShepHyken

You don’t have to send your customer flowers, but how about an expression of appreciation? It can be something as simple as a thank you note or as elaborate as a customer appreciation event. Any day is a good day to show some customer love. Valentine’s Day is tomorrow.

5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.