ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. On the other hand, returns handled well can give the customer confidence to continue to do business.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

ShepHyken

OCTOBER 15, 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. . The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer.

Customer Service 91

Customer Service Automotive Tips Feedback 91

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

Vonage

AUGUST 30, 2016

We know how important customers are to your business. But it can be difficult to build customer confidence, and we want to know how to do it better. Each Friday we will ask our friends and customers to tell us about their best and worst customer experiences.

Sales 215

Sales Customer Confidence Connections Tips 215

ShepHyken

MAY 7, 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. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting?

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

APRIL 30, 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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Here are my top five picks from last week.

Net Promoter Score 83

Net Promoter Score Customer Service Self Service NPS 83

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early.

Self Service 247

Self Service Customer Service Management Knowledge Base 247

ShepHyken

OCTOBER 23, 2017

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. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Comm100

AUGUST 8, 2022

This segment in digital customer service is growing fast, and 70% of customers now either use or are interested in chatbots for simple customer service. In this article, we’ll answer your questions like “what is a chatbot?” and “how does a chatbot use machine learning?”. What is a chatbot?

Chatbots 244

Chatbots Customer Service Knowledge Base Social Media 244

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? In fact, brands that have adopted this technology are already seeing impressive results in conversion rates and customer satisfaction.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

BlueOcean

JANUARY 6, 2020

But there’s a lot to unpack when it comes to creating and sustaining an effective, elegant omnichannel design that truly improves the customer’s holistic experience with your brand. Listen to the audio or read the article. To put it simply: focus on your holistic customer experience design before you add new channels.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever.

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 102

Customer Experience Customer Confidence Customer Centricity Customer Expectations 102

InMoment XI

SEPTEMBER 26, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Robust Knowledge Bases: Self-service portals with detailed, searchable knowledge bases empower customers to resolve issues on their own.

Call Center 195

Call Center Self Service Contact Center ROI 195

ShepHyken

NOVEMBER 14, 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. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Here are my top five picks from last week.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

NICE inContact

JANUARY 17, 2019

They realize it makes them stronger at accomplishing their mission of satisfying the customer. Confidence and a Take Charge Attitude. Along with courtesy and respect, customers value agents who are confident. Effective agents are able to treat everyone with courtesy and respect.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

CSM Magazine

FEBRUARY 28, 2025

This article explores the critical importance of data governance in financial services and presents six key reasons why these services are indispensable for robust fraud prevention strategies. News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage.

Government 52

Government Data Financial Banking 52

CSM Magazine

DECEMBER 10, 2024

Providing strong security features and educating customers about best practices can improve customer confidence and satisfaction. By taking the time to explain security measures in a clear, easy-to-understand manner, businesses can show customers that their safety is a priority.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Steve DiGioia

SEPTEMBER 9, 2016

Guest post by Steve Curtin This original article was written by Steve DiGioia. One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Thanks Steve! Earlier this year I was asked for my opinion about which key performance indicator (KPI) was the most important. Click to find out how.

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

Steve DiGioia

JULY 31, 2017

Though this seems counter-intuitive, what it actually inspires is customer confidence. An article from Stanford Business School suggests that answering the following questions could help: “ What ? Effective honesty requires the company employees to know what they can and cannot provide.

Customer Confidence 100

Customer Confidence Meeting Sales Company 100

CSM Magazine

NOVEMBER 13, 2024

How SOC 2 Helps Build Customer Trust and Confidence Here are a few ways that having SOC compliance can help your business build trust with customers: Demonstrates Your Commitment to Security : SOC 2 compliance is the ultimate demonstration that your business is dedicated to protecting customer data.

How To 52

How To Policies Software Customer Confidence 52

ShepHyken

SEPTEMBER 26, 2023

Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. I’ve covered how to handle angry customers many times, so let’s not go there again. If you go to www.CustomerServiceArticles.com , you will find many articles covering that topic.

Customer Service 141

Customer Service Social Media Customer Service Training Training 141

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 107

Customer Experience Policies Government Customers 107

Comm100

JULY 20, 2020

Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience. In this article, we’ll discuss the benefits of using chatbots on social media platforms that can help businesses understand their audience, while simultaneously generating more leads and improving website ranking.

Social Media 140

Social Media Chatbots ROI Brands 140

ClientSuccess

JANUARY 3, 2023

Additionally, ask customers why they either do or don’t refer your product or service. The answers to this question can provide valuable insights into the customer experience and help inform future improvements. Moves the customer closer to the end goal of where they want to be with your product.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ShepHyken

OCTOBER 10, 2018

This brings me to an article I just read about a man who was banned from an all-you-can-eat sushi restaurant for eating too much food. I say “take advantage” because we would starve ourselves all day, waiting to unleash our hunger on the delicious spaghetti and ravioli the Past House served.

Customer Service Training 123

Customer Service Training Loyalty Company Training 123

Totango

AUGUST 2, 2022

If you fail to deliver value at any stage of the relationship, customer confidence (and retention) may begin to decline. The post The Unique Role of CSMs appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Start making an impact today by signing up for Totango for free!

Customer Success 83

Customer Success Customer Journeys Customer Confidence Customer Satisfaction 83

ShepHyken

FEBRUARY 11, 2022

This week we feature an article by Devin Pickell, Growth Marketer at Privy. He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Audit your order confirmation sequence.

Customer Experience 69

Customer Experience How To Loyalty Programs Loyalty 69

ShepHyken

OCTOBER 31, 2018

They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Those three words are very important. It’s simple….

Sports 116

Sports Customer Service Training Examples Training 116

ShepHyken

JULY 14, 2017

This week we feature an article by Mike Allton about negative and fake reviews. Ask your customers to post online reviews. The rest of this article examines the “cutting edge industry of scams,” Making Money Online (MMO). For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 46

Customer Experience Social Media Advertising Customers 46

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 100

Omni-Channel Self Service Abandon Rate Policies 100

ShepHyken

MARCH 14, 2018

There are plenty of other words and phrases people say that upset customers, cause them to lose confidence , and may ultimately cause them to leave and never come back. Share this article with your team, then sit down and talk about which of these phrases might be in your vocabulary – and banish them. Develop better responses.

Wait Times 114

Wait Times Customer Service Training Customers Customer Service 114

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Articles: 57% Of Sales Reps Missed Their Quotas Last Year.

Case Study 85

Case Study ROI B2B Study 85

Thematic

FEBRUARY 24, 2025

By leveraging AI-powered analytics, companies can detect pain points, personalize interactions, and anticipate customer needs before they arise. From real-time feedback collection and sentiment analysis to predictive analytics and AI-driven personalization, the strategies in this article show how brands can turn insights into action.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

CSM Magazine

JULY 13, 2022

Here are the best examples of customer touch points that might apply to your business. Blogs and articles. Publishing articles and blogs not just helps with search engine optimization, but you can also share the information on your social media platforms. Customers are often exposed to ads on Google. Pre-purchase stage.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

ChurnZero

NOVEMBER 18, 2021

By investing in your customers’ education and articulating its benefits, you make change easier, and therefore, customers are more likely to put down roots and grow with you. In this article, I share my mantra for learning that guides my work, as well as how to ensure your education program engages students and drives lasting change.

Self Service 98

Self Service Software Knowledge Base Video 98

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Megan Wenzl is the associate editor for ReviewTrackers, an award-winning customer feedback software that helps businesses measure and transform the customer experience. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81