ShepHyken

JANUARY 21, 2024

In this year’s report, consumers indicated that they value relationship marketing strategies, personalization and loyalty programs, while third-party tracking tools and social media advertisements continued to rank among the most unpopular. Chatbots, generative AI, data privacy, and more are covered in this excellent article.

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

InteractionMetrics

AUGUST 14, 2024

Bad customer service hurts companies’ bottom lines—by a lot. According to a 2016 Accenture study, the cost of customers switching companies due to poor service is $1.6 Customers today are unhappier than ever with the service they receive. What’s the Role of AI in Customer Service Consulting?

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. Be amazing on social media – Social media is meant to be social. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. Follow on Twitter: @Hyken.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions.

Self Service 82

Self Service Customer Service Social Media Customer Service Training 82

ShepHyken

DECEMBER 12, 2016

This is the first half of 20 “power phrases” that all of your employees should be using for both customers and co-workers. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

AUGUST 15, 2016

Will Chatbots and AI Replace Federal Customer Service Reps? My Comment: The concept of Artificial Intelligence (AI) and chatbots replacing humans fascinates me. A good chatbot technology makes recognizing the difference between a human and bot (computer) almost, if not completely, indistinguishable.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. Favorable reviews of your products and services are critical if you want other people to. AI-powered Customer Service Tools.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

FEBRUARY 21, 2022

My opinion is that this technology ups the customer experience related to lower-level needs. It’s more aesthetically pleasing than just texting with a chatbot or interacting on the phone with voice response technology. How to Use Content Marketing for Customer Retention and Loyalty by Express Computer.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

CSM Magazine

FEBRUARY 7, 2020

In the lending business, your customer service must focus on the person wishing to borrow money from you. Customers also expect all businesses to provide them with multiple channels of communication. Over 50% of respondents said their interaction with chatbots and FAQs was disappointing. Invest in People.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

ShepHyken

JUNE 5, 2023

Moveover, disgruntled ex-customers often take their revenge by “flaming” the suppliers who have not appreciated them (not unlike a jilted lover seeking justice on social media!) Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

NOVEMBER 13, 2017

Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty. 4 Essentials for Building a Well Mannered Customer-Service Chatbot by Clemont Tussiot. They are an excellent way to deliver service for the right reasons.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

APRIL 10, 2023

Customers interact with companies in a dizzying array of places. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

SEPTEMBER 10, 2018

(Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

ShepHyken

SEPTEMBER 19, 2022

The ‘invisible’ Future of Customer Experiences by Elliot Maras. Kiosk Marketplace) With all of the innovation taking place in customer engagement tools, it’s hard for brands to know what to focus on: new apps, chat bots, virtual reality, avatars, the metaverse, artificial intelligence. The list goes on.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

Stella Connect

JANUARY 25, 2018

Frustrated customers, or customers who want to connect with someone who can help with purchase decisions, will consume more of agents’ time on the front line. “ Fragmentation Across Customer Service Channels Will Accelerate. Should social media channels be managed by marketing teams, or by customer service teams?

Self Service 40

Self Service Trends Customer Service Contact Center 40