ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others.

Social Media 88

Social Media Self Service Customer Service Marketing 88

Win the Customer

NOVEMBER 20, 2024

In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

Lumoa

NOVEMBER 17, 2022

A customer feedback strategy is critical for providing the perfect online CX.” – Andrew Gonzales, President at Business Loans. . Using your customer’s name in marketing materials and customer support can build trust and forge a personal connection. . Improving Customer Relationships with AI.

e-support 195

e-support Customer Experience Social Media Chatbots 195

Comm100

APRIL 2, 2024

Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT. It involves teaching team members to genuinely understand and share the feelings of the customer.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

ShepHyken

DECEMBER 22, 2024

Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar (Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful.

Customer Service 74

Customer Service Self Service Social Media Contact Center 74

ShepHyken

DECEMBER 1, 2024

Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources. Connect with Shep on LinkedIn.

Customer Journeys 74

Customer Journeys Customer Service Trends Social Media 74

ShepHyken

NOVEMBER 4, 2020

And like chicken, customer service—no matter how you serve it to your customer—is still customer service. There are many ways customers connect with the companies they do business with, be it in person, on the phone, via text, with email, on social media and more. The post Winner!

Customer Service Training 146

Customer Service Training Social Media Customer Service Representative Training 146

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 148

Customer Service Social Media Culture Report 148

ShepHyken

SEPTEMBER 8, 2021

I’ve encountered front-line employees in customer support and sales positions who should never have been put on the front line. Inability to Connect – Customers hate friction, and one of the friction points we found in our research is when customers have difficulty getting the contact information they need to call customer support.

Social Media 166

Social Media Customer Service Training Training Customers 166

ShepHyken

SEPTEMBER 26, 2023

By the way, if you have any questions about customer service or customer experience, reach out to me on any social media channel – I’m pretty much everywhere. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 139

Customer Service Social Media Customer Service Training Training 139

Steve DiGioia

MAY 17, 2021

Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customer service training and you’ll see improved service and increased loyalty. P roblem-solve so the customer leaves happy. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

NOVEMBER 9, 2016

Make it easy to connect with you and your company. Or, to put another way, how easy are you to connect with? Take the friction out of connecting with your support and sales people. 5. Putting Them on Hold for Too Long – This is another way to disrespect your customer’s time. Doing business should be easy.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 118

Customer Service Self Service Social Media Customer Service Training 118

ShepHyken

AUGUST 31, 2020

Our own research shows that even though many use alternative channels, such as social media, email, chat and more, the phone is still the most popular way customers connect with businesses. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark. You might find something new.

Customer Service 108

Customer Service Social Media Customer Service Training Infographics 108

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. – Text messaging is an emerging customer service power play.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Vonage

OCTOBER 22, 2015

The one thing which hasn’t changed is that it’s the experience you offer customers that really differentiates you from the competition. And with technological developments ranging from mobile connectivity to speech analytics, businesses have more opportunities to enhance this experience than ever before. Customer Experience 3.0

Technology 120

Technology Customer Service Gamification Wireless 120

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

Social Media 96

Social Media Customer Service Guidelines Loyalty 96

Comm100

OCTOBER 23, 2017

(Note that although these tips were written with customer service agents in mind, you can tweak them to bring Halloween fun to any department or office! Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. A Tangled Spider Web. When: Before Halloween. Blair Witch Short Film.

Customer Service 36

Customer Service Customer Service Training Training Groups 36

Vonage

OCTOBER 20, 2015

And then you’ve also got to consider the impact social media can have on your reach and how your business is perceived. Not only can your marketing efforts on social media reach a wider audience, but you can deliver fast, personalized and efficient customer service regardless of the size of your organization.

Customer Service 120

Customer Service Social Media Poor Customer Service Culture 120

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Continue to Evolve.

Tips 148

Tips Customer Experience Management Return on Investment 148

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? How fast do you respond to their requests and comments?

How To 121

How To Social Media Customer Care Brands 121

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Comm100

OCTOBER 8, 2016

By the way: Don’t forget to update your current customers on your latest post! Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Create educational and training materials.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. This training has to be implemented from the very beginning of employee orientation since each and every team member represents a face of the organization. Vendors have to develop an integrated approach to customer service training.

Customer Service 126

Customer Service Hotels Social Media Software 126

ShepHyken

JUNE 20, 2018

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. And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing.

Customer Service 99

Customer Service Social Media Chatbots Customer Relationship Management 99

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. Social Media as a Customer Support Tool.

Self Service 92

Self Service Communication Technology Customer Service 92

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Find ways to promote your customers on social media. It’s a simple idea.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

ShepHyken

OCTOBER 7, 2019

6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. We’re not quite there yet.

Customer Service 115

Customer Service Infographics Customer Centricity Social Media 115

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. messaging, social media, live chat, video chat, online reviews).

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

Customer Service 94

Customer Service Social Media Tips Multi-Channel 94

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 74

Customer Service Social Media Tips B2C 74

ShepHyken

AUGUST 8, 2022

I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. You can always do what is expected, such as responding quickly, being easy to connect with, having answers to questions, etc. That said, you’ll enjoy this author’s version of how to WOW your customers.

Customer Service 24

Customer Service Culture Customer Retention Video 24

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? Here are my top five picks from last week.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

FEBRUARY 24, 2017

In this age of 24/7 news channels and social media, we’ve all come accustomed to breaking news stories about celebrities and politicians. As well, options can be set up for customers to be connected directly to specialized agents who have been designated to manage customer inquiries about the news. Shep Hyken.

Contact Center 84

Contact Center Social Media Guidelines Training 84

ShepHyken

AUGUST 6, 2018

My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Create a personalized experience will help eliminate price resistance (and the customer may even pay more).

Customer Service 67

Customer Service Social Media Culture Tips 67

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 83

Self Service Customer Service Social Media Customer Service Training 83