ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. The sales person than can out service their competitor wins.

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Infographics Survey Tips 0

ShepHyken

AUGUST 13, 2018

Traditionally customers called. Your customers expect it, so don’t fight it. 9 Ways to be a Never-Ending Student of Service by Steve DiGioia. Here are eight ways you can thank your best customers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Customer Service 153

Customer Service Loyalty Programs Chatbots Loyalty 153

ShepHyken

JUNE 4, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Airlines CRM Social Media 77

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 6, 2018

Christopher Elliott is a consumer advocate and is suggesting to his readers that they embrace social media for customer service. And, that means the brand needs to be prepared and monitor social channels to provide the level of service that their customers expect. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Social Media Culture Tips 67

Eptica

FEBRUARY 19, 2019

How do you get the word always to be part of your customers’ description of you? Customers expect, at the very least, to be treated with courtesy and professionalism. Respect your customers’ time. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Follow on Twitter: @Hyken.

Self Service 83

Self Service Industry Banking Video 83

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). This shouldn’t be seen as a bad thing: With your live chat agents handling more complex queries, they will need more time to offer the helpful, nuanced responses that your customers expect of them.

Metrics 113

Metrics Chatbots Average Handle Time Effort Score 113

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). This shouldn’t be seen as a bad thing: With your live chat agents handling more complex queries, they will need more time to offer the helpful, nuanced responses that your customers expect of them.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

Customer Service 85

Customer Service Trends Customer Care Case Study 85

Micah Solomon

OCTOBER 26, 2018

If you still have 1995-era response commitments, such as “We strive to answer all customer emails within 24 hours,” you’re not doing business in a way that is suitable for customer expectations in 2018. Here are some of my thoughts on what it means to “do customer service training right.”).

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49