ShepHyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . So, what are you doing to create a truly individualized experience for your customers? .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

JUNE 6, 2023

I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. If you like it, the company will begin billing you the following month.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

AUGUST 16, 2021

(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. 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.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers? Consider this: .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. Everyone expects a company to provide great service.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

FEBRUARY 19, 2023

This idea should be the center of designing the CX you want your customers to experience. How to Improve Your Team’s Customer Service by Evelina Brown (TechDay) A company’s customer service team is at the forefront and represents the company. Consumers don’t just like these brands — they love them.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

APRIL 18, 2023

In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with. Without fail, someone – usually many people – mentions Amazon. Amazon has educated its customer as to what a great experience looks like. Still, it is setting a high bar.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business.

How To 134

How To Retail Advertising Customer Service Training 134

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

MAY 23, 2022

My Comment: We dread the complaining customer, but the reality is that when a complainer has a great experience (problem resolved with the right attitude), that customer has a higher opinion of the company than if there wasn’t ever a problem. 8 Customer Service Standards That Will Elevate Your Business by Allison Gauss.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

MAY 9, 2022

(The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace. My Comment: You may think your customers are loyal, but they may not be. So, get back to basics and read on!

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. What would make them come back or terminate their relationship with the brand or company? Customers want: .

Study 87

Study Survey Customer Service Training Customer Service 87

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. What would make them come back or terminate their relationship with the brand or company? Customers want: .

Study 78

Study Survey Customer Service Training Customer Service 78

ShepHyken

MAY 17, 2021

My Comment: For our readers who are focused on online customers, this is a great article for you. It’s difficult to create a connection when the primary mode of communication between the company and the customer is digital. My Comment: Our customers have changed during the pandemic. Guess what? Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

Integrity Solutions

OCTOBER 27, 2021

A recent study showed more than half of those surveyed (58%) said their customer service expectations are higher today than they were before the pandemic. It’s smart business, too, considering 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

Customer Service 69

Customer Service Self Service Banking Culture 69

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. What makes a consumer tick? My Comment: The labor shortage is taking its toll on many businesses.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. There will always be things we don’t know about how consumers think. However, researchers have been collecting data on customer service satisfaction for years.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 18, 2019

(MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Special Reports.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 66

Customer Service Healthcare Customer Journeys Feedback 66

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. Sharpen) Here’s part II in our series about the future of customer experience.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

APRIL 30, 2018

My Comment: Data and personalization ate HOT topics in marketing and customer experience. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX. The benefits of consistently being above average can take you and your company to another level.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JANUARY 29, 2018

At the end, there is a good summary of tips to improve a company’s customer service. Digital Journal) The company Conversocial is bridging the gap between the rapidly-shifting world of social and mobile channels and the world and needs of the large enterprise contact center. The aim is to modernize customer services.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

FEBRUARY 14, 2018

If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. A recent study by Aspect found that 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

ShepHyken

OCTOBER 23, 2017

How can you provide that same feeling to your customer about the customer service you provide. Fast Company) How the new Ocean Medallion—from the guys who created Disney’s MagicBand—will help passengers navigate Carnival’s busy ships. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

FEBRUARY 27, 2017

My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Take time to Google these companies and study them. How Positive Customer Interactions Drive Positive Results by Courtney Simpson. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Customers That Stick

AUGUST 11, 2015

Depending on your industry, that percentage may or may not be higher, but I think it’s safe to say that Twitter alone is not going to cut it for any major consumer brand. Twitter’s DM system has historically made it so that you could not privately message a company (or anyone for that matter) who was not following you.

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

ShepHyken

JANUARY 9, 2017

(Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Fifty-eight percent of consumers and 77% of business buyers say tech has significantly changed their expectations of how companies should interact with them. 2017 Customer Experience Resolutions by Lynn Hunsaker.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

AUGUST 1, 2016

My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social. Here are twelve ways to use social media to enhance the relationship you have with your customers. But, no one and no company is perfect.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? My Comment: Many people/companies still question the ROI of a social media strategy.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

JULY 24, 2023

My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience. Scaling quickly may negatively impact customer journeys and lead to an inconsistent customer experience (CX).

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

MARCH 7, 2022

Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers. To stand apart, companies need to move beyond ho-hum experiences. by Monica Mullen.

Customer Service 13

Customer Service Self Service Retail Airlines 13

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130