ShepHyken

JULY 9, 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. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Then read this article.

Poor Customer Service 86

Poor Customer Service Customer Service Infographics Travel 86

ShepHyken

APRIL 8, 2019

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. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. A good service opportunity went bad.

Customer Service 108

Customer Service Hotels Hospitality Government 108

ShepHyken

SEPTEMBER 9, 2019

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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Some rudely hang up on customers.

Customer Service 101

Customer Service Loyalty Programs Loyalty Rewards Programs 101

ShepHyken

MAY 12, 2019

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. Chatbots vs. Humans: The Better Option for Customer Service by Michael. ” Okay, I’m intrigued!

Chatbots 98

Chatbots Loyalty Programs Customer Service Return on Investment 98

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. .

Poor Customer Service 48

Poor Customer Service Customer Service Communication Industry 48

C3Centricity

DECEMBER 3, 2018

74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service. Source: RightNow Customer Experience Impact Report). Source: Customers 2020 Report). .” IN CONCLUSION.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ShepHyken

NOVEMBER 5, 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 Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. The secret?

Customer Service 86

Customer Service Airlines Wireless Retail 86

Lumoa

SEPTEMBER 16, 2020

Your support staff acts as the face and voice of your brand and, to many customers, this is the only direct interaction they will ever have with your company. That being said, poor customer service can lead to disastrous results. What can be done to ensure your customer service department enriches the customer journey?

Customer Journeys 195

Customer Journeys Customer Service Poor Customer Service Loyalty 195

ShepHyken

MAY 30, 2022

Each week I read many 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. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 14

Customer Service Rewards Programs Poor Customer Service Self Service 14

ShepHyken

SEPTEMBER 28, 2020

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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Let me count the ways!

Customer Service 81

Customer Service Culture Poor Customer Service Contact Center 81

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level?

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

C3Centricity

AUGUST 4, 2020

Taking the customers perspective is the absolute right thing to do for a company. But perhaps we as customers, should also take the company’s perspective when reaching out to them? Or at least that of the poor customer service representative who is subjected to our frustration and anger at the end of our email or phone call?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. Great customer service is fabulous marketing.

Insurance 167

Insurance Poor Customer Service Policies System 167

ShepHyken

DECEMBER 8, 2021

He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I’ve already written several articles about this ugly word, and I thought it was time to introduce it here. I said, “You are a victim of skimpflation.” . It was the perfect explanation.

Poor Customer Service 155

Poor Customer Service Hotels Customer Service Training Customer Service 155

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

Steve DiGioia

APRIL 9, 2018

This original article was written by Steve DiGioia. According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. 91% of customers who had a bad experience will not do business with your company again.

How To 166

How To Communication Poor Customer Service Social Media 166

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. You can connect with him on Twitter or LinkedIn.

Ecommerce 151

Ecommerce Training Customer Service Net Promoter Score 151

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. For example, if you find that a competitor has high customer churn rates due to poor customer service, this isn’t just a point to mull over—it’s an actionable insight.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience.

e-support 195

e-support Customer Experience Social Media Chatbots 195

NobelBiz

NOVEMBER 26, 2024

NobelBiz platforms are designed with security in mind, ensuring the safety of sensitive customer data. Related Article 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 6. What customer communication channels do you support? What is your technical support availability?

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . Word-of-mouth marketing might make it easier (or harder) for you to acquire different customers than without it. Which kind of referral are you likely to get if you provide lousy customer service? .

Customer Service 188

Customer Service Consulting Wait Times Customers 188

Lumoa

JANUARY 2, 2022

In the business world, these are your unhappy customers who, if not attended to, can cause a severe dent in your brand image. And that’s where your competitors come in. They’re eagerly waiting to snatch your once loyal customers and make them their own! When you put the customer first like this, people talk.

NPS 195

NPS Net Promoter Score How To Social Media 195

CSM Magazine

NOVEMBER 12, 2015

As a customer service person, do you want to do that to a customer? And, stop reading this article. Non-caring attitudes and approaches sicken everyone: customers and fellow co-workers alike. Of course not! However, if you don’t care, you should change jobs and not work with the public.

Poor Customer Service 40

Poor Customer Service Examples Customer Service Airlines 40

NobelBiz

MARCH 24, 2022

This is because contact centers now understand that poor customer service and low customer experience has a direct impact on their profits, both positively and negatively. Here are some of the advantages of improved customer service provided by a call queueing system: Customers grow more loyal and more engaged to company.

Contact Center 52

Contact Center Call Center Poor Customer Service System 52

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

CX Journey

MAY 16, 2018

So, if you’re interested in building a customer experience that will keep your customers coming back, it’s beyond convenient to adopt the extraordinary customer experience practices developed by Amazon. This is the reason I'm revealing some of the most important hacks for creating a superior customer experience in this article.

Customer Experience 167

Customer Experience Strategy e-support Knowledge Base 167

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

ShepHyken

APRIL 7, 2017

She specializes in the B2B customer experience management and has been with iTouchVision, driving new customer initiatives to promote business activities. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Poor Customer Service 116

Poor Customer Service Advertising B2B Policies 116

Oracle

JULY 16, 2018

“It’s inevitable that AI will and probably does replace some jobs,” says Nate Masterson, CXO of beauty product company Maple Holistics in an interview for this article. “But the amount of work it adds to the market far outweighs the amount of work lost.” trillion — is this a job that can be done by a robot?

Poor Customer Service 111

Poor Customer Service Healthcare Loyalty Tips 111

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. The result of all of this is angry, frustrated customers.

Customer Journeys 134

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 134

Velaro

MARCH 14, 2016

Live help can address some common customer service problems before they even occur. Their article focused on these consequences, but I’d like to focus on the prevention. The Impact team included that quote as a reminder of the perspective companies should be taking regarding budgets for their customer service teams.

Wait Times 100

Wait Times Poor Customer Service Training Customer Service 100

Steve DiGioia

DECEMBER 12, 2016

This original article was written by Steve DiGioia. You must explain specific situations where your experience/skills have overcome situations that have cost your previous company money, or provided poor customer service. The dreaded job interview, everyone hates them. If so, how? Can he do it here?

Tips 100

Tips Poor Customer Service Policies Culture 100

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Why do companies with poor customer service continue to flourish?

Poor Customer Service 112

Poor Customer Service Feedback Survey Customer Expectations 112

NICE inContact

AUGUST 23, 2016

Having a toxic culture creates low morale, which then bleeds over into both poor customer service and increased attrition. This article was originally published June 21, 2016 on ICMI. Start Planting. It takes time to grow a bountiful crop or culture, so get out there and start planting now.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. So what are you waiting for?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Help.com

DECEMBER 10, 2014

If you haven’t implemented Net Promoter Score yet, or don’t know what it is or why it’s useful, this article will be a perfect introduction to the concept! Net Promoter Scores. What is a Net Promoter Score? The key, as with many business metrics, is not just knowing your NPS “number”, however.

Net Promoter Score 134

Net Promoter Score NPS Poor Customer Service Industry 134

Happy or Not

NOVEMBER 13, 2024

With countless excellent customer service examples in various industries, it’s clear that companies that prioritize a customer-centric approach stand out in customer service today.

Examples 36

Examples Customer Service Case Study Hospitality 36