ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu.

Customer Service 91

Customer Service Self Service Customer Centricity Video 91

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 65

Self Service Trends Customer Service Chatbots 65

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

Customer Service 72

Customer Service Loyalty B2C Study 72

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different.

Customer Experience 89

Customer Experience Average Handle Time Net Promoter Score Customer Care 89

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. can benefit from reading this article. Customers want an easy and smooth transaction. ” Customers want access to a quick solution.

Social Media 48

Social Media Customer Service Self Service B2C 48

ijgolding

JANUARY 22, 2018

Encourage your employees (and yourself) to network with fellow customer experience professionals and establish a friendly communicative relationship. Present your employees with the ability to constantly learn and grow by sending them to a customer service convention or training session like Customer Contact Week.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

Playvox

SEPTEMBER 2, 2022

The other interesting data point is that even while leaders of support centers are looking to bring agents back to a physical customer care center, they’ve also indicated a strong preference for staying remote themselves. Related Article: 7 Essentials to Managing Remote Call Center Agents. ENJOYING THIS ARTICLE?

Contact Center 70

Contact Center Management Policies Gamification 70

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. NPS, CSAT or Customer Effort?

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self Service 120

Self Service Contact Center Trends Sales 120

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

Playvox

MAY 4, 2023

Customers today have higher expectations than ever before. Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

ShepHyken

AUGUST 6, 2021

This week we feature an article by Charlotte Blackmore, an SEO Executive and content creator based in Essex. She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications.

Call Center 90

Call Center Training Strategy Sales 90

CSM Magazine

JUNE 28, 2021

In this case, the company is known for going the extra mile for it’s customers. In this article we will discuss some small business customer service strategies to help you. Think of how you use customer care software.

Customer Service 52

Customer Service Self Service Tips Social Media 52

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 104

Technology How To Chatbots Self Service 104

Comm100

SEPTEMBER 20, 2018

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams to inquire about a product or ask for help regarding specific issues that they may be facing. Chatbots are a great way to increase productivity of your customer service.

Technology 102

Technology How To Chatbots Self Service 102

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Kustomer

AUGUST 11, 2022

With the right skills and resources, you can train your agents to conduct effective customer service conversations that leave your brand with a positive reputation. In fact, a Gartner survey found that 89% of companies compete on the quality of their customer service on its own. Unsure on where to start?

Customer Service 88

Customer Service Social Media Self Service Loyalty 88

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. It is so not true.

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Feedback 91

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes.

Customer Service 14

Customer Service Social Media Poor Customer Service Customer Care 14

CSM Magazine

APRIL 22, 2024

With the integration of artificial intelligence (AI), predictive analytics, and cutting-edge security measures, online casinos and betting platforms are poised to redefine what it means to provide stellar customer support.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Experience 112

Customer Experience Customer Service Net Promoter Score Self Service 112

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Check out this recent Forbes article on using video. Call the customer instead of making them call you for appointments. Video is an amazing tool.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

APRIL 21, 2017

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. The post Guest Blog: How to Handle a Know-It-All appeared first on Shep Hyken.

How To 86

How To Airlines Social Media Communication 86

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., In fact, 86 percent of business leaders say customer experience is foundational to their success. to attend a meeting that could transform my career.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Call Experts

NOVEMBER 12, 2021

Growing consumer confidence can make customers more demanding; they expect higher quality products, faster support, and lower prices. . In light of the holidays, your business should review your customer service protocol for answering frequently asked questions and updating help articles on holidays.

Tips 98

Tips Customer Service Contact Center Self Service 98

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. As your company grows, so does the frequency of customer emails and phone inquiries.

Company 99

Company CRM e-support Resources 99

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Brian Elrod is a co-founder of Text Request , a business texting service.

Tools 120

Tools Customer Service Hospitality Healthcare 120

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 126

Customer Service Hotels Tips Conference 126

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Consumers 101

Consumers Technology Chief Customer Officer Social Media 101

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

Customer Service 62

Customer Service Hotels Tips Conference 62