ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

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

Russel Lolacher

DECEMBER 10, 2019

How will you manage your interactions and connection with your audience (spoiler: CRM) so you can be there at every step of the relationship? Do they have communications training? Social media training? Customer service training? In-House: Who is going to run your social media account?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

JULY 21, 2024

How to Lead an AI Transformation with Customer Care by Ruth Zive (Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.

Customer Service 85

Customer Service ROI Return on Investment Customer Journeys 85

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. They pay lip service to be a People-First Culture leader. Your business vendors like uniform and seafood suppliers and bank and insurance representatives.

Customer Service 99

Customer Service Strategy Culture Call Center 99

ShepHyken

OCTOBER 3, 2016

My Comment: This short article has four simple ideas that can help any business improve their customer retention; social proof, brand messaging, educating versus selling and building meaningful connections. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ShepHyken

JUNE 20, 2018

And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your “community. Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It’s an extension of your marketing.

Customer Service 99

Customer Service Social Media Customer Relationship Management Chatbots 99

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company.

Customer Service 74

Customer Service Social Media Tips B2C 74

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. There are other forms of digital experiences.

Chatbots 101

Chatbots Video Customer Service Training Retail 101

ShepHyken

DECEMBER 20, 2018

What if you knew the “Magic Words” to use with your customers? They discuss the impact that words have on human connection and customer service. Create a game-changing experience for your customers, and in the process, make your competition irrelevant. The “Magic” Behind the Words You Use Featuring Guest Tim David.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

ShepHyken

AUGUST 29, 2016

If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

MARCH 21, 2018

Fortunately, the fan was okay and they took him off to get that nasty gash taken care of. The very next day I spoke at Peabody Opera House , which is the theatre connected to the arena where the Blues played the night before. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

How To 52

How To Sports Customer Service Training System 52

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company.

Customer Service 65

Customer Service Social Media Tips B2C 65

ShepHyken

FEBRUARY 19, 2018

My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. That’s when support must seamlessly and easily flip over to a human connection. Customer service training doesn’t cost, it pays.

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

NOVEMBER 13, 2023

4 Surefire Ways to Be Exceptional With Your Customer Care by Emily Reynolds Bergh (Entrepreneur) Being kind is not something you necessarily associate with the business world, but remember, at the end of the day, your clients are people, too. Connect with Shep on LinkedIn. Consistency builds trust and confidence.

eBook 59

eBook Customer Service Tips Survey 59

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 69

Self Service Customer Service Social Media Ecommerce 69

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

First Call Resolution 82

First Call Resolution System Self Service Management 82

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Great info to help make the case for investing in a good customer service experience.

Customer Service 91

Customer Service e-support Loyalty Data 91

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. My Comment: If you want your customers to be loyal, here are three great ideas. First, create an empathetic connection.

Customer Service 71

Customer Service Hospitality e-support eBook 71

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

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 88

Social Media Self Service Customer Service Marketing 88

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. Trust is the difference between a satisfied customer and a loyal customer.

Customer Service 65

Customer Service Contact Center Loyalty Tips 65

ShepHyken

DECEMBER 18, 2017

Good examples to get us thinking about how to better connect with our customers. The Current State of Customer Experience and How I would like it to Be by Vivek Jaiswal . Customer Guru) Customer experience is becoming more important with every passing year. For information contact or www.hyken.com.

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. His big emphasis was on the personalized experience. Make it all about them.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P.

Customer Service 69

Customer Service Customer Journeys Trends Study 69

InteractionMetrics

AUGUST 14, 2024

The Four Key Dimensions of Customer Service No matter what your use case is, all customer service interactions can be broken down into four core dimensions: Differentiation, Information, Connection, and Efficiency. Connection: How well do your customer service staff engage your customers?

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 15, 2016

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

Customer Service 48

Customer Service Social Media Chatbots Tips 48

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. Email Writing.

Customer Service 53

Customer Service Course Training Customer Service Training 53

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

ShepHyken

JANUARY 11, 2017

It creates a connection with your customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. It makes the experience personal.

Customer Service Training 48

Customer Service Training Connections Customers Tips 48

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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.

Call Center 52

Call Center Company Telecommunications Banking 52

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.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

Integrity Solutions

JULY 26, 2019

Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations.

Customer Engagement 64

Customer Engagement Engagement Contact Center Self Service 64