Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience.

eBook 57

eBook Customer Service Tips Survey 57

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. (B2B

Customer Service 138

Customer Service Rewards Programs B2B Loyalty Programs 138

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 67

Customer Service Net Promoter Score Tips Brands 67

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. You could simply give technical training on the new system, then let your agents loose. You could simply give technical training on the new system, then let your agents loose. Download Now.

Training 102

Training Customer Service eBook Tips 102

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 93

Customer Service Retail Loyalty Study 93

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Those three factors are why customers are frustrated with the customer support experience. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. 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

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Here are my top five picks from last week.

Rewards Programs 79

Rewards Programs Customer Service Loyalty Programs Loyalty 79

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

DECEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. My Comment: When it comes to customer service and experience, what drives you crazy?

Customer Service 100

Customer Service eBook Trends Tips 100

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. It’s so much more meaningful than a job description.

Customer Service 163

Customer Service Handbook Training Customers 163

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

Kayako

JUNE 30, 2016

It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic. It’s so much more meaningful than a job description.

Customer Service 156

Customer Service Handbook Training Customers 156

CloudCherry

AUGUST 27, 2019

From a detailed breakdown of what he describes as his ‘counterintuitive process,’ to the 3 characteristics of a truly good CX Vision (we found these simple but brilliant), to offering free downloadable access to some of his best tools (Seeserviceculturebook.com or click here ), Jeff packs this week’s episode with too many goodies to pass up.

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. My Comment: We wrap this week’s roundup with a report you’ll have to download to read. Here are my top five picks from last week.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

APRIL 1, 2019

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. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 99

Customer Service Social Media Chatbots Trends 99

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Biggest Pitfalls with Customer Service AI…. Here are my top five picks from last week.

Customer Journeys 79

Customer Journeys Customer Service e-support Self Service 79

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. If you like what you read, be sure to download the rest of the report.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Customers Flock To Brands That Display Exceptional Customer Service by Athina Mallis. Follow on Twitter: @Hyken.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 313

Customers Customer Service Ecommerce eBook 313

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. Here are my top five picks from last week. by Retail TouchPoints.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. A Customer Service Perspective) Consider how L.L.

Customer Service 83

Customer Service Net Promoter Score Airlines Contact Center 83

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: One of the great concepts in customer service is the practice of adaptability. ” Download it today! by Athina Mallis.

Social Media 97

Social Media Customer Service Customer Care Insurance 97

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Customer Journeys 93

Customer Journeys Customer Service Sports eBook 93

Up Your Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day.

Customer Service 69

Customer Service eBook Leadership Meeting 69

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service?

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now. Download Now.

Strategy 226

Strategy Customer Experience How To Effort Score 226

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. Here are my top five picks from last week.

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 84

Customer Service Contact Center Loyalty Customer Success 84

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 105

Customer Service Tips Average Handle Time Communication 105

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now.

How To 0

How To Customer Service Training Training eBook 0

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Fortunately, as Bonigala notes, “These kinds of people are actually good for the company, because they expose holes in your customer service process that can be exploited.”. Optimize Your Customer Complaint-Handling System.

Customers 201

Customers eBook Policies Customer Service Training 201

Myra Golden

JUNE 1, 2015

Myra Golden’s Customer Service Video Library. Top 6 Ways to Get An Angry Customer to Back Down. The Psychology of Customer Anger. Customer Service: The Issue is Not the Issue. Handling a Problem That’s the Customer’s Fault. Be Gumby – A fun and memorable customer service.

Training 40

Training Video Customer Service Customer Service Training 40

Comm100

OCTOBER 30, 2017

We’d love to hear what your go-to gift is for your customers this year! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Download Now.

Fashion 209

Fashion eBook Social Media Customers 209