ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 55

Self Service Customer Service Hospitality Survey 55

Vonage

JANUARY 5, 2017

In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. 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’.

Omni-Channel 149

Omni-Channel Consumers Social Media Self Service 149

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 145

Customer Experience Net Promoter Score Self Service Effort Score 145

ShepHyken

JANUARY 2, 2017

When you checked in, did you use a self-service option—like the airline’s website, app, or airport kiosk—to check your bags, choose your seat, and print out your boarding pass? If you’re like most people, you used the self-service option. My Comment: This article had me a the title: “Kick Ass Customer Service.”

Self Service 76

Self Service Customer Service Social Media Feedback 76

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

ShepHyken

SEPTEMBER 5, 2018

I worked at a self-service gas station. He then said, “Son, we’re a self-service gas station. That means our customers pump their own gas. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. How did he get into the oil business? Impressive!”

Self Service 90

Self Service Customer Service Training Training Course 90

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 89

Social Media Self Service Customer Service Marketing 89

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. When Customer Service Automation Goes Off the Rails by Don Fluckinger.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Deeksha Dadu.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?”

Self Service 70

Self Service Customer Service Chatbots Customer Care 70

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 105

Customer Experience Self Service Advertising Customer Expectations 105

ShepHyken

JULY 3, 2018

Turning Happy Customers i nto Brand Advocates. How will chat and chat bots transform customer service in the near future? Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?.

Chatbots 57

Chatbots Net Promoter Score Self Service Customer Centricity 57

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Customer experience is how a customer feels about a company over time.

CRM 40

CRM Customer Focused Self Service Conference 40

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Blake Morgan

DECEMBER 10, 2024

Recently ranked number one in multiple categories by American Customer Satisfaction Index (ACSI) for the second year in a row, Samsungs commitment to customer care is unmatched. This ensures efficient, inclusive service that adapts to customer needs. What truly sets Samsung apart is their culture. 8CXLaws.com.

Strategy 52

Strategy Customer Experience Self Service Travel 52

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. My Comment: AI fueled customer service is under a microscope. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Tricia Morris

OCTOBER 22, 2015

But how does employee self-service knowledge separate the best from the rest? In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization. And knowledge plays a prime role in engagement related to sales.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

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 52

Contact Center Self Service Customer Care Innovation 52

Verint

DECEMBER 19, 2017

This podcast explores how leaders in strategy and technology in the digital customer care industry are getting real business results and transforming their businesses and their brands’ reputations. Sound interesting?

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

ShepHyken

AUGUST 1, 2016

” Customers want access to a quick solution. That could be with a live support agent, a self-service solution, instant chat, etc. Myths Busted: Great Customer Service Starts Here by Doug Sandler. These are great ideas that almost any customer service/experience innovation program can benefit from.

Social Media 48

Social Media Customer Service Self Service B2C 48

ProProfs Chat

FEBRUARY 7, 2020

The engagement continues until issues are addressed to the satisfaction of customers. . However, customer support should never be seen as a touchpoint for inbound sales. By definition, customer support can be considered as the technical arm of customer care. And customer support is just one such interaction.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

NobelBiz

FEBRUARY 21, 2023

Chatbots The rise in popularity of chatbots over the past several years indicates that they will soon be a requirement for all call centers and a customer expectation. Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Chatbots The rise in popularity of chatbots over the past several years indicates that they will soon be a requirement for all call centers and a customer expectation. Customers want to utilize chatbots to explore self-service options without assistance from a customer support representative, accelerating customer service.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint.

Feedback 111

Feedback How To Analysis e-support 111

Customer Alignment

AUGUST 15, 2017

Delays happen and most customers are accepting of this. However, the way that this disruption was handled, was far from ideal or customer focused. Those airlines communicated to their customers. They acknowledged the issue, brought staff to the sharp end to interface directly with customers and they apologised.

Airlines 40

Airlines Customer Experience Company Self Service 40

Qualtrics

NOVEMBER 20, 2020

SMS — Text messaging is efficient, personal, and easy to use, even for customers that aren’t as tech savvy. Self service help centers — Sometimes good customer service means helping customers help themselves with FAQ pages, help centers, and community forums. Asking for feedback is a good place to start.

Customer Service 26

Customer Service Social Media Self Service Chatbots 26

SmartKarrot

JULY 6, 2022

A: As a chief customer officer, you are in charge of getting feedback and cultivating client loyalty. Customer-focused efforts would simply run in circles without a clear course without properly answered feedback. As a chief customer officer, you should always select the appropriate feedback tools to close the information loop.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! The report compiled survey results of more than 1,150 CX, analytics, marketing and customer care professionals worldwide, across a variety of industries.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

CSM Magazine

JANUARY 23, 2025

Suppliers focused on customer service often invest in tools like easy-to-navigate apps, live chat support, and self-service options. In a competitive market, companies know that happy customers stick around. Learn more about their service excellence here. Check out their values and service ethos here.

Customer Service 52

Customer Service Net Promoter Score Effort Score Customers 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She works as the Head of the Customer Care for Topvisor.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40