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

ShepHyken

MARCH 29, 2017

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Customer Care 48

Customer Care Social Media Conference Customer Service Training 48

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 121

Customer Experience Social Media Self Service Multi-Channel 121

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support. Follow on Twitter: @Hyken.

Customer Service 107

Customer Service Social Media Chatbots Trends 107

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? You can’t answer with “Because we have great customer service.”

How To 121

How To Social Media Customer Care Brands 121

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. 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.

Culture 162

Culture Social Media Customer Service Training Customers 162

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Loyalty Programs Social Media Loyalty 79

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Social media gives customers a loud voice and a huge platform.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

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

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 107

Customer Service Social Media Customer Service Training Customers 107

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

Customer Service 87

Customer Service Social Media Retail Transportation 87

ShepHyken

MARCH 20, 2017

If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. 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. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 104

Customer Service Social Media Chatbots Customer Relationship Management 104

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great.

Customer Service 14

Customer Service Social Media Poor Customer Service Customer Care 14

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. No doubt that social media is about interaction.

Customer Service 62

Customer Service Social Media Chatbots Ecommerce 62

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. (The

Self Service 86

Self Service Customer Service Social Media Customer Service Training 86

ShepHyken

MAY 2, 2022

The article goes on to share four content strategies that will enhance your customer’s experience with you and your organization. Social Media as a Service Differentiator: How to Win by Avinash Chandra Das, Malcolm Gomes, Ishwar Lal Patidar, and Renny Thomas. My Comment: I found this article interesting for several reasons.

Customer Service 77

Customer Service Social Media NPS Customer Experience Management 77

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 307

Strategy Customer Experience How To Customer Journeys 307

ProProfs Chat

DECEMBER 22, 2019

Proactive customer service is thinking wisely about problems that the customers may face in the future and resolving them before the customers start facing them. So, this approach can be defined as an anticipated effort to identify and resolve customer’s issues even before they perceive them or have them. .

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Horizon CX

MARCH 19, 2022

By calling their Customer Careline. Oh no, I thought—not another round of call-center madness or chatbot mania—I need another channel—enter social media. Yes, they recommend that you Tweet your issue on their Customer Care Twitter page. I tried that to no avail. December 2021.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

LiveChat

AUGUST 23, 2016

If a customer is making jokes, they should launch their sense of humor. A normal, human discussion is something desirable in customer service, as it helps to get the real connection and create a positive customer care experience. Oh yes, customer complaints ! Not being present on social media.

Customer Service 56

Customer Service Social Media Customer Experience Training 56

ShepHyken

MARCH 7, 2018

These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They answer phones, emails, texts, social media comments, and more. They’re your front line for your customers. Follow on Twitter: @Hyken.

Customer Service Representative 189

Customer Service Representative Banking Social Media Customers 189

Kayako

NOVEMBER 21, 2018

For instance, Chick-Fil-A’s customer service is so noteworthy it spawned countless memes and is one of the keys to them generating more revenue per restaurant than any other fast food chain in the U.S. The brands mentioned above aren’t just shaping the customer service experience for their customers.

Culture 120

Culture Banking How To Customer Service 120

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. My Comment: Buffer has shared their insights on the current and future state of social media marketing.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 15, 2016

6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. For information contact or www.hyken.com.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

DECEMBER 19, 2016

(SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. While many companies think that social media is a marketing tool, Sparkcentral shares this compelling statistic.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

Think Customers

APRIL 14, 2015

One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers.

Connections 40

Connections Social Media Customer Centricity Contact Center 40

delighted

JANUARY 7, 2021

The creation of a journey map puts you directly in the mind of the consumer, so you can see where you may be missing the mark, what you are doing right, and where you can make improvements across the customer lifecycle. . Customer journey map design. There’s no correct or incorrect way to create a customer journey map.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ProProfs Chat

FEBRUARY 7, 2020

At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media. The influx of such advancements made customer service challenges, instead of easing it out.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

Help Scout

JULY 20, 2021

Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind. The fact is, though, that Harley Davidson knows how important it is to be customer-focused, especially if they hope to retain their place of excellence in the motorcycle world.

Examples 145

Examples Company Strategy Effort Score 145