ShepHyken

OCTOBER 27, 2024

Sounds like a great strategy for all types of customers. Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Social Media B2B Chatbots 82

ShepHyken

MARCH 24, 2025

Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human. The products just show up.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ShepHyken

JULY 19, 2021

Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Chief Customer Officer Contact Center Customer Service Training 154

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. accounting, legal services). Not just the front line!)

Customer Service 127

Customer Service Customer Service Training Policies Loyalty 127

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila.

Customer Service 161

Customer Service Customer Retention Loyalty Retail 161

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 143

Customer Service Loyalty Programs Social Media Contact Center 143

Comm100

FEBRUARY 23, 2021

While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021. Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Tips for video chat: – Avoid plug-ins.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customers That Stick

JULY 5, 2018

Let’s just say it right here at the start — dealing with difficult customers stinks. What’s even more fun is that this “ amygdala hijack ” is happening to our customers as well. OVERCOME THIS MISTAKE WITH THIS SINGLE SUCCESS TIP: When you’re experiencing reactive emotions, take a mental step back and change your focus to the customer.

Customer Service Training 119

Customer Service Training Tips Training Customers 119

Comm100

MAY 10, 2018

However, complaining customers are often indicative of a bigger issue – one where the majority of those who are affected don’t care enough to speak out at all. According to the White House Office of Consumer Affairs, for every customer who bothers to complain, 26 customers remain silent.

Customers 229

Customers eBook Policies Customer Service Training 229

ShepHyken

JUNE 3, 2019

10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here’s a good “Top Ten” type of list to help you improve your customer experience. More importantly, do your customers trust you? Which-50) Who do you trust?

Customer Service 122

Customer Service Social Media Survey Customer Confidence 122

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 127

Chief Customer Officer Effort Score Policies Customer Service Training 127

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. This is the kind of thing that creates CX legends. You’ll smile.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

ShepHyken

NOVEMBER 1, 2020

If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Sharpen) If your customer service reps were honest, here’s a look into what they’d say – and tips you can use to help them during this spooky season and beyond.

Customer Service 110

Customer Service Self Service Tips Guidelines 110

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 122

Customer Service Social Media Customer Experience Professionals Customer Care 122

ShepHyken

AUGUST 8, 2022

You don’t just want your customers to enjoy themselves when they’re in your store or shopping on your website–you want to create such an amazing user experience that your customers won’t be able to help but tell their friends about all your business has to offer. My Comment: I love the idea of WOWING the customer.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JUNE 24, 2019

This article reminds us that no matter how busy we get, how innovative we become, and how much success we are enjoying, we can’t take our eye off of customer service. 5 Communication Tips That Will Boost Customer Trust by Syed Balkhi . The customer service you provide would be… Amazing!

Customer Service 119

Customer Service Poor Customer Service Tips Hotels 119

ShepHyken

AUGUST 3, 2020

5 On the Fly Customer Experience Tips During-A Time of Uncertainty by Michael McNichols. Smarter CX) Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. So, happy reading and viewing!

Customer Service 94

Customer Service Infographics e-support Retail 94

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science.

Customer Service 99

Customer Service Social Media Tips Multi-Channel 99

ShepHyken

JUNE 17, 2024

My Comment: We start this week’s Top Five Roundup with 18 tips on how to deal with awkward customers. What is an awkward customer? Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!”

Customer Service 88

Customer Service Retail Competitive Advantage Loyalty 88

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Three Practical Methods To Boost Consumer Experience Marketing by Yan Zhang. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Infographics Employee Experience Customer Service Strategies 19

ShepHyken

SEPTEMBER 30, 2019

What is Customer Engagement: Strategy, Examples, and Tips by Brayn Wills. CustomerThink) Actively engaged customers spend more money, participate in branding initiatives, and often become your company’s best brand advocates. How To Boost Customer Retention Effectively Using Video by Koushik Marka.

Customer Service 19

Customer Service eBook Contact Center NPS 19

ShepHyken

NOVEMBER 22, 2021

This article shares some simple ways to improve the customer experience. 15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. My Comment: Here’s another list that includes 15 more tips to improve CX. There is no way to know what a customer is thinking if you don’t interact with them.

Customer Service 93

Customer Service Retail Competitive Advantage Tips 93

ShepHyken

AUGUST 2, 2021

One of the three “surprising facts” is the disconnect between what leadership thinks about their CX and what customers think. 9 Actionable Tips For ECommerce Multichannel Marketing by Nick Shaw. My Comment: In the eCommerce world, our customers are using multiple channels to connect with us. Okay, not a surprise anymore.

Customer Service 101

Customer Service Hospitality Ecommerce Tips 101

ShepHyken

JANUARY 29, 2018

Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

Customer Service 98

Customer Service Social Media Tips Contact Center 98

ShepHyken

MAY 27, 2019

New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell. CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. These are the Tips that Will Help You Achieve That. .

Customer Journeys 110

Customer Journeys Customer Service Employee Engagement Exercises 110

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. 52% of U.S.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

ShepHyken

JUNE 2, 2024

My Comment: Let’s start this week’s Top Five roundup with an article that has compiled tips and techniques for dealing with “awkward customers” from a number of recognizable customer service and CX experts. What is an awkward customer? They expect businesses to be there for them even after they make a purchase.

Customer Service 85

Customer Service Net Promoter Score Chatbots NPS 85

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. 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. Follow on Twitter: @Hyken.

Net Promoter Score 91

Net Promoter Score Customer Service Omni-Channel Customer Centricity 91

ShepHyken

FEBRUARY 19, 2018

Top 5 Tips to Improve Social Customer Service by Kristina Knight. BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way. Here are five tips to improve social customer service.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

ShepHyken

MAY 17, 2021

How to handle customer complaints? 6 tips you must know by Alibaba.com. Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. The sixth tip, which features specific verbiage to use, is very tactical. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Customer Retention Tips Brands 88

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. Set customer service agents up for success as Black Friday approaches by Paul Selby. Here’s the answer.

Customer Service 79

Customer Service Ecommerce Retail Tips 79

ShepHyken

JULY 4, 2016

3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that. My Comment: Twitter has become a viable and popular customer service channel.

Customer Service 81

Customer Service Culture Hotels Tips 81

Stella Connect

SEPTEMBER 16, 2021

That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

ShepHyken

FEBRUARY 4, 2019

(Sloan Review) Better omnichannel experiences mean more sales on consumer sites, but this logic is often neglected when it comes to B2B. My Comment: So many customer experience strategies (CX) seem to focused on B2C. New Capgemini Research Reveals Consumers Want Even Faster Online Grocery Deliveries by Lana Bandoim.

Customer Service 91

Customer Service B2B Infographics B2C 91

ShepHyken

JUNE 25, 2018

Customer experience is ‘tipping point’ for choosing a brand by Marianne Wilson. Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Loyalty Conference Tips 86

ShepHyken

FEBRUARY 16, 2020

Here is a shortlist of seven “exasperating” customer service turn-offs, with a few suggestions on what it takes to keep your customers coming back. How to Run a Successful Customer Advisory Board Program: 5 Proven Tips by Rob Jensen. 16 Inspiring Customer Service Quotes To Swear by Krishna Charan.

Customer Service 105

Customer Service Customer Journeys B2B Retail 105