ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 160

Customer Service Net Promoter Score Self Service Knowledge Base 160

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 126

Customer Service Customer Service Training Policies Loyalty 126

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 344

Strategy Customer Experience How To Customer Journeys 344

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 157

Customer Service B2C B2B Customer Retention 157

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Your Secret Weapon to Winning Your Customers’ Loyalty by Sonia Thompson.

Customer Service 125

Customer Service Loyalty Customer Success Resources 125

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. Here are my top five picks from last week.

Customer Service 121

Customer Service Social Media Customer Experience Professionals Customer Care 121

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Here are my top five picks from last week. I Wish the CEO Would Try and Open This F@#!*

Customer Service 162

Customer Service Guest Experience Loyalty Programs Hospitality 162

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Here are my top five picks from last week.

Customer Service 146

Customer Service Rewards Programs B2B Loyalty Programs 146

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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. How do you retain customers’ trust?

Customer Service 119

Customer Service Loyalty Customer Centricity Customer Service Training 119

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. They build brands.

Customer Service 146

Customer Service Hospitality Airlines Infographics 146

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Customer Service 133

Customer Service Self Service Retail Entertainment 133

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Why does it stand out?

Customer Service 152

Customer Service Social Media Culture Report 152

Comm100

NOVEMBER 3, 2017

In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training. Digital Marketing- The Formula for Branding and Sales Growth from Udemy. See How Others Do It.

Social Media 145

Social Media Course Training Marketing 145

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 136

Customer Service Effort Score e-support Chatbots 136

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. A great product delivered with a great customer experience that is also easy is a winning combination. Just kidding!

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Still, I liked this article a lot.

Customer Service 111

Customer Service Social Media Customer Service Training Infographics 111

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Get Faster, More Convenient Support to Customers.

Social Media 154

Social Media Customer Service Strategies Customer Service Strategy 154

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. The heart is now more prominent in the branding.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021. Start listening today!

Customer Service 128

Customer Service Self Service Contact Center Tips 128

Comm100

OCTOBER 8, 2016

Give customers one-on-one attention. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. Branding and Design Techniques. Proactively reach out to loyal customers. White Papers.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. After the author shares the story, he offers commentary about why what this brand did (Lego) was so successful.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

Bill Quiseng

APRIL 18, 2021

With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly. But I am not against monitoring social media or using it as a responsive customer service channel. Soft skills reinforcement must be continuous.

Social Media 167

Social Media Customer Service Self Service Customers 167

ShepHyken

NOVEMBER 13, 2019

Yesterday’s IBM has been replaced today by companies like Amazon, Apple, Nordstrom and other brands recognized for a stellar customer experience. As I often say, those brands set the bar higher for everyone. Customer service is no longer a “nice-to-have-it” luxury. It’s an “expected-to-have-it” resource.

Customer Service 120

Customer Service Case Study Customer Service Training Customers 120

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Customer Service 121

Customer Service Social Media Survey Customer Confidence 121

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. 48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., Here are my top five picks from last week.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Consider listing the companies/brands that closely resemble your organization. Can Disney’s Customer Service Model Work in Government?

Customer Service 150

Customer Service Government Customer Service Training Customers 150

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Here are my top five picks from last week.

Customer Service 122

Customer Service Leadership Ecommerce Culture 122

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. 14 ways to deliver a great customer experience – and more. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy.

Social Media 121

Social Media Customer Service Trends Tips 121

ECXO

DECEMBER 26, 2023

In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments. Converted: The Data-Driven Way to Win Customers’ Hearts by Neil Hoyne.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. If not, this is your chance.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. It’s part of the customer experience. The Retention Crisis: Should We Be Treating Employees More Like Customers?

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

Customer Service 113

Customer Service Competitive Advantage Trends Culture 113

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty.

Customer Service 101

Customer Service Retail Loyalty Study 101

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. 6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. Follow on Twitter: @Hyken.

Customer Service 117

Customer Service Infographics Customer Centricity Social Media 117