Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. 15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 155

Customer Service Net Promoter Score Self Service Knowledge Base 155

ShepHyken

JUNE 30, 2024

CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 78

Customer Service Retail Customer Retention Loyalty 78

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Customer Retention Loyalty 67

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

ShepHyken

OCTOBER 18, 2021

Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson. And the way our customers are expecting to make payments will change at the same time. My Comment: Feedback is a gift.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

MAY 6, 2019

4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. 7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust?

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

ShepHyken

DECEMBER 17, 2023

It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. and amazing customer service. Eliminate friction!

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

JUNE 17, 2019

How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive. That’s the challenge – to do something with that positive feedback. They are left out.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

JULY 26, 2021

(Business 2 Community) While it’s far better to add a thank you page than to simply create a confirmation message, most thank you pages are not optimized as they should be, making for missed opportunities to build your brand. Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

OCTOBER 15, 2018

The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them.

Customer Service 88

Customer Service Automotive Tips Feedback 88

ShepHyken

JANUARY 15, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Here’s a look at the top CX trends that brands should be aware of in 2023.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Here are some tips to improve the digital customer experience for your target audience.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

ShepHyken

AUGUST 16, 2021

As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

JUNE 3, 2019

Customers are getting survey fatigue. So, the right types of questions can go a long way in getting your customers to share their feedback. Why The Most Trusted Brands Will Also Be The Most Successful by Aarron Spinley. More importantly, do your customers trust you? Too many questions – and too many surveys!

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

JANUARY 17, 2022

This time it’s from my friend and fellow customer service expert, John DiJulius. John shares six important ways to create a company focused on customer service. He’s worked with some of the biggest brands in the world. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Sometimes common sense makes the most sense!

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

JUNE 10, 2019

(CallMiner) In this article, you’ll find expert tips on effective VoC survey design, as well as suggestions for effective questions that dig deeper and provide measurable, actionable insights that can inform your marketing and customer service initiatives. The common theme is that they are short and easy on the customer.

Customer Service 112

Customer Service Survey Case Study Training 112

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. That’s where it starts.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Follow on Twitter: @Hyken.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

FEBRUARY 16, 2020

(Small Business Trends) Ready to win back a customer after a bad customer service complaint? My Comment: Some surveys say that a customer will switch to another brand after just one bad experience. My Comment: Giving your customer a “seat at the table” is an underutilized strategy.

Customer Service 129

Customer Service Customer Journeys B2B Retail 129

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

ShepHyken

NOVEMBER 6, 2017

If your company wants to truly be focused on delivering an amazing customer experience, then the customer must be at the heart of every strategic decision that is made. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. It’s a Lifestyle by Will Kassoy.

Customer Service 84

Customer Service Customer Centricity Customer Service Training Meeting 84

ShepHyken

SEPTEMBER 4, 2017

Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life. 10 Insights from Customer Care Experts & Influencers by CGS.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

APRIL 3, 2017

Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017? If you’re thinking top-notch social media strategy and cutting-edge product development you’re not wrong — but you’re still overlooking a critical component: customer service.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

APRIL 20, 2020

This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Give Customers What They Want: 11 Tips On How To Listen Effectively by Young Entrepreneur Council. Forbes) Today’s consumers demand transparency and honesty from brands they buy from.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. No doubt that social media is about interaction.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

AUGUST 22, 2016

When the big video streaming service surveyed customers who renewed subscriptions, it discovered, paradoxically, that some customers stayed with Hulu even when they didn’t necessarily have a positive perception of the brand overall. My Comment: Don’t just listen to your customers, listen to your employees as well.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

JANUARY 16, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . My Comment: There have been many lists shared about how to be more effective with social customer care.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

JUNE 20, 2022

(Forbes) Without customer loyalty, a business can struggle to succeed. While your business may have a few standout customers who have become brand ambassadors for your product or service, the unengaged or inactive customers are often the ones you need feedback from the most. The first is a functional need.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

AUGUST 15, 2022

For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship. It helps build eVoicngagement, nurture advocates, and, most importantly, build brand fidelity. My Comment: Feedback is a gift, so accept it with open arms. Rhetorical question!).

Customer Service 13

Customer Service Survey Tips Feedback 13

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are?

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

MARCH 31, 2018

It blurs the lines between customer service, marketing, and even sales. Scientific data validate the importance and power of social media customer service. SocialSprout’s research claims that 89% of social media messages from brands go ignored. Have Fun : Sometimes you can interact with customers using humor.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

NOVEMBER 28, 2022

There are plenty of reasons customers respond to some and not others. Brands Must ALWAYS Listen to Customers! Debbie Laskey’s Blog) Jeremy Watkin is Director of Customer Experience and Support at NumberBarn and cofounder of the CustomerServiceLife blog. (G2) by Debbie Laskey. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Contact Center Case Study Tips 13