ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. People, Business and the Pandemic – Measuring the Long-Term Impact of COVID-19 [An Infographic] by Dhawal Kumar. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Infographics e-support Retail 94

ShepHyken

APRIL 9, 2018

(destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead. My Comment: Joey Coleman is one of the leading customer service and CX experts. His brand new book, “ Never Lose a Customer Again ,” is just out.

Net Promoter Score 95

Net Promoter Score Customer Service Loyalty Programs Chatbots 95

ShepHyken

APRIL 16, 2018

Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. My Comment: We start with a fun article by customer experience expert Dan Gingiss who writes about how signs and displays may communicate more about your brand than you might think. This one will make you smile. Or does it?

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

MARCH 13, 2017

If that is the case, then social media customer service (also known as “social care”) falls into that category. 89% of social media messages to brands go ignored. Richard Shapiro covers three “sales phases” that can positively impact your customer’s experience. Here’s a statistic you won’t believe.

Social Media 93

Social Media Customer Service Infographics Retail 93

ShepHyken

FEBRUARY 10, 2020

The author gives us a little history and some current insights into what we need to do in the digital age of customer service. 10 Marketing Lessons from Apple [Infographic] by The Website Group. My Comment: Customer experience and marketing are very much connected. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Infographics Customer Retention B2B 86

ShepHyken

JULY 2, 2018

11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. Small Business Trends) A critical part of running a successful business is managing customers. How to Really Hear and Use Customer Feedback by Jason McCann. Entrepreneur) Listening to criticism pays off big time.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. The list goes on.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. Top 20 Customer Service Soft Skills to Master. <img src="[link].

Infographics 40

Infographics Customer Service Social Media Customer Satisfaction 40

ShepHyken

FEBRUARY 12, 2018

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. But I think we should embrace the flip side and remember that every satisfied customer is also a building block to our success ” — Lana K.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

MARCH 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. 23% of customers say their expectations of customer service are higher than they were a year ago.

Customer Service 82

Customer Service Infographics Case Study Loyalty 82

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. Great info!

Customer Service 0

Customer Service Infographics Survey Tips 0

ShepHyken

JANUARY 24, 2022

Learn how to ensure customer satisfaction despite supply chain disruptions. My Comment: I just came across this article and the accompanying infographic this week, and while it may have come out sooner, the timeliness of it couldn’t be more appropriate. 3 Trends Driving Brand-Defining Customer Service in 2022 by Sarika Khanna.

Customer Service 71

Customer Service Customer Centricity Policies Retail 71

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Customer Service 58

Customer Service Customer Centricity Omni-Channel Contact Center 58

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

JUNE 6, 2016

This article shares three simple tips (and the first one is REALLY simple), to use your website as a first line of customer support. 99 Customer Experience Stats Experts Trust to Improve CX by Tricia Mool. My Comment: This isn’t so much an article as it is a compellation of stats and facts about customer service and experience.

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

ShepHyken

AUGUST 31, 2020

(Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer. Still, I liked this article a lot.

Customer Service 112

Customer Service Social Media Customer Service Training Infographics 112

ShepHyken

DECEMBER 18, 2017

My Comment: I love learning from the top brands that are known for customer service and experience. Jet Blue is one of those brands. The Next Web) If “the customer is always right” is the golden rule of customer service, then “treat each customer as an individual” should be the golden rule for brand marketing.

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Do they have communications training? Social media training? Customer service training? STRATEGY (strat·e·gy) /?strad?j?/.

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. My Comment: Here is an infographic that lists some compelling CX strategies supported by research findings.

Customer Service 15

Customer Service Hospitality Airlines Hotels 15