ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 165

Social Media Customer Service Customer Care Customer Service Training 165

Win the Customer

MARCH 4, 2014

Customer service quality is a manifestation of your customer care and the degree of your customer focus. The degree to which you go to serve your customers shows the true essence of the existence of your organization. Customer Experience Customer Service Thoughts'

Customer Service 121

Customer Service Customer Care Customers Customer Focused 121

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

Omnicus

AUGUST 9, 2016

Cloud-based contact centers have offered businesses the perfect solution for the ongoing challenges of customer service. The realm of contact center solutions is growing rapidly, as are the opportunities to mold unique customer care experiences that set you apart. And in the business world, first impressions are everything.

Customer Service 140

Customer Service Contact Center Customer Care Customers 140

Customer Bliss

SEPTEMBER 26, 2017

Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Episode Overview. About Sandy.

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

NICE inContact

AUGUST 6, 2019

There are multiple challenges when managed this way, including: Consumers typically engage a company for customer care, meaning they are engaging team focused on the brand but not directly responsible for the issues the consumer is engaging the company It doesn’t scale.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. These are trends that are taking us into the future of customer experience.

Social Media 122

Social Media Customer Service Trends Tips 122

ShepHyken

JANUARY 28, 2019

While an excellent concept for customers, it is also appropriate for the colleagues you work with. Social media customer care best when humans and bots are at play by Tara Jones. Retail Customer Experience) Here are five considerations for a mindfully sound social care strategy. ” Download it today!

Social Media 106

Social Media Customer Service Customer Care Insurance 106

Nimble

MARCH 8, 2016

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. We hire people for this job who demonstrate stellar emotional intelligence.

Customer Care 40

Customer Care Tips Customers Customer Focused 40

Nimble

MARCH 8, 2016

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. We hire people for this job who demonstrate stellar emotional intelligence.

Customer Care 40

Customer Care Tips Customers Customer Focused 40

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. I’d seen Tony speak before, and he holds nothing back.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

JANUARY 2, 2019

When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. That’s a Win-Wynn! For information, contact 314-692-2200 or www.hyken.com.

Customer Service 132

Customer Service Insurance System Customer Focused 132

ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 23

Customer Service Chatbots Infographics Consulting 23

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 170

Customer Service Customer Service Training Training Customer Service Representative 170

ShepHyken

AUGUST 5, 2019

Seriously, it is a good look into what customers expect and want from the companies they do business with. 10 Tips for Balancing Self-Service, Hands-On Customer Care Support by MCM Staff. My Comment: Self-service is a powerful part of the customer experience. Read this article and find out how. Follow on Twitter: @Hyken.

Self Service 112

Self Service Customer Service CRM Infographics 112

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? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

Self Service 86

Self Service Customer Service Customer Service Training Customer Care 86

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Vonage

JANUARY 5, 2017

Find out more about future-proofing your business in the digital world by downloading our whitepaper, ‘ Disruptive customer care: how to do It every day’. Got any thoughts on how businesses can prepare for the customer of tomorrow? Related Posts 3 ways businesses can get closer to their customers. Share them below.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

SaleMove

MARCH 12, 2021

In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. Those that embrace new technologies to enhance the customer experience often pull ahead exponentially, leaving those that stagnate to fall ever further behind.

Contact Center 97

Contact Center Self Service Customer Care Innovation 97

Customer Bliss

JUNE 20, 2018

Taking his years of hospitality experience along with an MBA from Villanova University, Shawn positioned himself to apply his customer centric skills to other industries. He landed his post-hospitality role as the senior manager of guest relations at Christiana Care Health System. Have multiple data points for the decisions you make.

Hospitality 143

Hospitality Healthcare How To Customer Centricity 143

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 28

Customer Service Effort Score Net Promoter Score Contact Center 28

ShepHyken

FEBRUARY 20, 2019

That’s what customer-focused people do. They do it because helping a customer—or even a colleague at work—is what they like to do. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. But not this time. The taxi driver didn’t ask for money. They do the “ right thing.”

Hotels 115

Hotels Customer Focused Customer Service Training Customer Service 115

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. What do your Customers care about? So what is the secret?

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

Nimble

AUGUST 4, 2015

You’re waiting in line at a clothing store. The only element that stands between you and your receipt is the little old lady in front of you screeching about why she should be allowed to returned her year old moccasins. She claimed she never used them. That she never took strolls around the block in [.].

Customer Care 40

Customer Care Customers Customer Focused Tips 40

ShepHyken

APRIL 28, 2021

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Transportation 174

Transportation Customer Service Training Exercises Training 174

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. An effective way to do this is by escalating the complaint and giving a confirmation message to the customer.

Customer Service 152

Customer Service Call Center Contact Center Communication 152

ShepHyken

OCTOBER 7, 2020

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. The post Customer Disservice appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service Training 169

Customer Service Training Training Customers Customer Service 169

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 149

Customer Experience Net Promoter Score Self Service Effort Score 149

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 132

Technology Touchpoint Case Study Consulting 132

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

OCTOBER 14, 2019

Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. Follow on Twitter: @Hyken.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Does the rise in AI mean contact centres should immediately start preparing for doomsday?

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. A Team of Experts , small, local groups of customer service agents, provide individualized support.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154