CSM Magazine

SEPTEMBER 24, 2024

Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Step up your law firm’s customer service game and start building strong relationships that last.

Customer Care 52

Customer Care How To Roadmap Customer Centricity 52

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. Improving touch points and customer interactions.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Then look no further than the TV in front of you!

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

Russel Lolacher

DECEMBER 10, 2019

Does another communication platform better serve those goals? What do they use to communicate? Is there a hashtag already associated with this community? Do they have communications training? Social media training? Customer service training? Make sure it’s the right tool for the job.).

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

Bill Quiseng

NOVEMBER 22, 2023

Customer experience management or CXM is how businesses prioritize the best product, service, technology, or CX strategy of their business experience to deliver the best emotional value in their customers’ experiences. Secondly, be Magnificently Boring to CARE! Consistently CARE (Communicate.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Care 97

ShepHyken

JULY 3, 2019

When they know the cable and Internet is out in a certain area, they proactively reach out to the customer. They use every communication channel available to them. They know the customer’s cell number, email address, Facebook handle, and more. The post Proactive Customer Support appeared first on Shep Hyken.

Customers 134

Customers Customer Service Training Examples Training 134

Bill Quiseng

JUNE 19, 2024

Instead, educate your people interactively, frequently, and continuously with customer CARE, like telephone etiquette, service recovery, and prompt, polite, and personalized interactions. Whatever your title or position, be a servant leader who will CARE for your people. Then … Empower for excellence.

Training 109

Training Customer Care Loyalty Interaction 109

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

AUGUST 7, 2017

They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). This particular article focuses on the Facebook Messenger chatbot and marketing. by Neal Dlin.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

Who's Your Gladys?

JUNE 9, 2015

We came across this service-savvy company when their customer care manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce Customer Loyalty in Just 12 Weeks” book and coaching program.

Customer Care 100

Customer Care Loyalty Customers Management 100

ShepHyken

AUGUST 29, 2016

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. This Company Rakes in Millions and Still Handwrites Thank-Yous Every Day by Lydia Belanger.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

ShepHyken

DECEMBER 10, 2018

How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Fashion Customer Satisfaction Customer Service Training 96

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Social Media Tips B2C 76

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

AUGUST 7, 2017

They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). This particular article focuses on the Facebook Messenger chatbot and marketing. by Neal Dlin.

Customer Service 60

Customer Service Social Media Chatbots Ecommerce 60

Call Experts

FEBRUARY 17, 2022

It’s not something that happens organically; it’s a carefully developed process that starts with creating an exceptional experience for customers and ends with customer loyalty. To be an exceptional customer service professional, you need to master many skills. Listen to your customers.

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

AUGUST 14, 2017

My Comment: Here is a great list of ten things to never say (or type) to a customer on “live chat.” The reality is you would never want to say any of these things to a customer in any form of communication. to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis.

Customer Service 82

Customer Service Airlines Retail Innovation 82

ShepHyken

SEPTEMBER 3, 2018

The title of this article by consumer advocate Christopher Elliot caught my eye: “Chatbots are Killing Customer Service.” The stats and facts show that the many customers would still rather communicate with a human. Today, chatbots are great for simple customer service issues. My take… Give it time.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Enel Energia. Dominion Energy.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

OCTOBER 23, 2023

In addition, customer support agents are using AI to help them get the right answers for their customers, making the agents “smarter” and more efficient. This article features eight members of the Forbes Young Entrepreneurs Council (YEC), each serving up their favorite strategies and tactics in the area of communications.

Customer Service 67

Customer Service Contact Center Loyalty Tips 67

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Myra’s engaging approach to customer service training is loved by her clients.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Invest in People.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

Provide Support

APRIL 21, 2018

A recent survey by Service Strategies concludes that 96% of respondents judged communication skills and interpersonal skills more important than technical skills for the success in customer support. Getting it right the first time saves a lot of time in the course of your communication. Confidence. Team-work skills.

Customer Service 45

Customer Service Hospitality Communication Customer Service Training 45

ShepHyken

AUGUST 1, 2016

These are great ideas that almost any customer service/experience innovation program can benefit from. A small change on Twitter – A Massive Twitter Customer Care Implication by Mark Shaw. Mark Shaw) A small change on Twitter – A Massive Twitter Customer care Implication. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. The article reports that “97% of U.S.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Myra’s engaging approach to customer service training is loved by her clients.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry.

Customer Service 53

Customer Service Course Training Customer Service Training 53

InteractionMetrics

AUGUST 14, 2024

For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications. Customers care less about how friendly the representative is.

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

FEBRUARY 6, 2017

My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. My Comment: Artificial Intelligence (AI) is a hot topic in the customer service world.

Customer Service 48

Customer Service Social Media Tips Loyalty 48

LiveChat

AUGUST 23, 2016

Every single customer has a problem and it doesn’t matter if it’s complicated or not: staff needs to be prepared to solve it as soon as possible. The most important part of customer service training is obviously a product or service training. Agents need to know everything about the products. It’s pure hell.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. This means the customer service professional must develop a response plan.

Customer Service 40

Customer Service Training Course Customer Service Training 40

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Bank of America. Enel Energia.

Call Center 52

Call Center Company Telecommunications Banking 52