ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service Training 52

Customer Service Training Training Customer Service Report 52

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 143

Customer Service Social Media Report Culture 143

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. So many companies and brands are trying to win customers over by delivering a better service experience. At least, it appears that way. They have learned from the best.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. My comment: You know I love stats and facts about anything related to customer service and CX. Think about that!

Customer Service 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Overall, the report is optimistic.

Customer Service 58

Customer Service B2C B2B Travel 58

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 60

Customer Service B2B Loyalty B2C 60

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s “Top Five” with a trends report from Deloitte. Whatever drives repeat business – and ideally, customer loyalty – is a good program. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

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

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. Several big benefits flow from this wealth of data.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 56

Customer Service Retail Consumers Metrics 56

Micah Solomon

OCTOBER 18, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. What is internal customer service–a good, workable definition? Here are three ways to reach Micah: email, chat, web).

Customer Service Training 40

Customer Service Training Training Customer Service Hospitality 40

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. Find out what we had to say!

Customer Service 65

Customer Service Customer Journeys Trends Study 65

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council.

Customer Service 55

Customer Service Retail Consumers Metrics 55

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. Here are my top five picks from last week. The future is happening today!)

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Surgeon General report. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week.

eBook 56

eBook Customer Service Survey Tips 56

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

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 92

Customer Service Retail Loyalty Study 92

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

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 137

Customer Service Rewards Programs B2B Loyalty Programs 137

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s some proof: the 2023 CX trends report by Chatmeter found that 28% of consumers want to read negative reviews! BONUS Last week was Customer Service Week, and last Tuesday was CX Day.

Customer Service 62

Customer Service Airlines Consumers Video 62

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. Bots and chatbots have been around for decades—but with the recent advancements in AI, the benefits of AI chatbots have become more apparent to businesses and customers alike. Here are my top five picks from last week.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 76

Customer Service Social Media Call Center Retail 76

ShepHyken

JULY 22, 2019

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. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 115

Social Media Customer Service Trends Tips 115

Customers That Stick

OCTOBER 9, 2014

The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Sixty-four percent of U.S.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

Stella Connect

JANUARY 28, 2022

Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: 1: Align your customer service team’s approach with customer expectations. 2: Reduce customer effort and response times. Demonstrating empathy . #2:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62