ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 83

Customer Service Airlines Self Service Tips 83

ShepHyken

MARCH 20, 2017

Done wrong, you lose the customer permanently. If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.”

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. When a customer posts a message on any social channel, the company must respond. Follow on Twitter: @Hyken.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

MARCH 6, 2017

(New York Times) What is the most efficient and least painful path to get good customer service? Complain on social media? My Comment: This article comes from the customer’s perspective. It is somewhat of a general “state of service” article. Call the company’s toll-free number? Chat online? Send an email?

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

NOVEMBER 13, 2017

How can Twitter for customer service benefit your business? Forbes India) According to research, 30 percent of social media users prefer customer service over the online medium rather than traditional service. My Comment: Twitter has become a great tool for customer service.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

SEPTEMBER 25, 2017

There’s No Room for Hate in Social Media or Customer Service by Dan Gingiss. Winning at Social) The word “haters” wasn’t particularly common in the English lexicon until the late 1990s, and “haters gonna hate” first appeared in the lyrics of an R&B song in the year 2000. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Social Media Tips B2B 74

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

Customer Service 97

Customer Service Social Media Tips Contact Center 97

ShepHyken

AUGUST 21, 2017

The part that comes next – contacting customer service to get your problem fixed – is full of pitfalls that can add to the frustration, be it faulty voice recognition, boilerplate email responses, rude representatives or long waits. My Comment: I’m a big fan of companies having a Twitter presence and responding to customers.

Customer Service 19

Customer Service Infographics Fashion Social Media 19

ShepHyken

JANUARY 23, 2017

(SparkCentral) Social media isn’t just for marketing anymore. In fact, once customers are engaged with your Facebook page or your Twitter feed, the real work begins. New research shows that social media is becoming the preferred method of resolving customer service issues. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. Follow on Twitter: @Hyken.

Customer Service 60

Customer Service Social Media Chatbots Ecommerce 60

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer.

Customer Service 48

Customer Service Social Media Tips Loyalty 48

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

Provide Support

JULY 20, 2017

Here is why you should take them very seriously: Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference. 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.

Social Media 70

Social Media Customers Customer Service Interaction 70

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

OCTOBER 18, 2021

(Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. I enjoyed it and hope you will, too.

Customer Service 91

Customer Service Airlines Feedback Social Media 91

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 54

Customer Service Loyalty Programs Self Service Loyalty 54

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

NOVEMBER 28, 2016

This is a substantial increase in sales over last year, which leads me to believe that 2017 will be a good year for business. How to Staff Your New Social Customer Service Team by J ulian Nguyen. Sparkcentral) So your company has acknowledged social media customer service might be “a thing” these days.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue.

Self Service 40

Self Service Trends Customer Service Contact Center 40