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 163

Social Media Customer Service Customer Care Customer Service Training 163

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. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

CSM Practice

JULY 6, 2020

By concentrating on the needs of your customers rather than desperately pushing the product of your company, this shows that you understand, or are trying to understand your customers the best way you can which gives them the idea that you value them. . Choose your target customers carefully to achieve mutual success.

Tips 80

Tips Customer Success Customers Communication 80

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

JANUARY 28, 2019

The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. Consider rule number one, which is “Play like you want to be remembered,” Not a bad strategy for any company that wants to win over their customers. ” Download it today! Follow on Twitter: @Hyken.

Social Media 103

Social Media Customer Service Customer Care Insurance 103

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

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. All Business) Customer satisfaction matters and can make or break your business.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

OCTOBER 3, 2016

But he’s also at the forefront of hospitality industry trends, eliminating tipping at most of his restaurants and offering paid parental leave company-wide. Now he’s bringing the Apple Watch into his rebooted Union Square Cafe in Manhattan to level up on customer service in some unexpected ways. Bold words, yes, and I stand by them.)

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

DECEMBER 11, 2019

Share content that is all about the customer and not about the company. There you have it—your first ten tips to make 2020 your best year of customer service and experience yet. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

NOVEMBER 21, 2018

Some companies have earned a reputation that keeps bringing their customers back, again and again. That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction. The post Five Ways to Create Customer Loyalty appeared first on Shep Hyken.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. 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.

Hospitality 130

Hospitality Customer Service Training Customers Video 130

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. Ten tips for delivering a good customer experience b y Amanda Newman . (IT

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

DCX

DECEMBER 1, 2024

Customers want experiences that feel personal, considerate, and crafted with care. CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Happy reading—and stay curious, DCXers!

Fashion 52

Fashion Culture Trends Connections 52

ShepHyken

DECEMBER 2, 2019

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips) by Stacy Sherman. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees.

Customer Service 16

Customer Service Infographics Culture Retail 16

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 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

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. 3 Tips for Successful Social Customer Service by Krysta Gahagen. My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining.

Customer Service 85

Customer Service Social Media Retail Transportation 85

ShepHyken

MARCH 20, 2017

(HDI) Sometimes, when things go wrong, when you are to blame for a problem, or when a customer is rightfully aggrieved, all you can offer is an apology, so you really must learn to do it right. Here are three tips for writing a heartfelt apology to a customer. Want to Build Customer Loyalty? Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2)

CRM 40

CRM Customer Focused Self Service Conference 40

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! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu. Follow on Twitter: @Hyken.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

ShepHyken

APRIL 2, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Do you want happier customers? My Comment: Do you want more sales? Yes and yes!) Follow on Twitter: @Hyken.

Self Service 55

Self Service Customer Service Hospitality Survey 55

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

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

ShepHyken

JANUARY 2, 2017

When AI (artificial intelligence) kicks in and delivers personalized and relevant messages to the customers – the kind they want and when they want them. Very cool information, and we’ve only seen the tip of the iceberg when it comes to this concept. Customer Feedback: How To Ask For And Implement It by Lauren Dowdle.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Customer Service 60

Customer Service Social Media Chatbots Ecommerce 60

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

delighted

JANUARY 7, 2021

Using visual mapping to tell a story to your company will not only set a united standard for exceptional customer care, but improve customer experience and customer retention in the long run. 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

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. My Comment: The title of this article says there are six tips.

Customer Service 80

Customer Service Infographics Metrics Loyalty 80

InteractionMetrics

MARCH 27, 2025

The same idea applies to onboarding customers. Use the tips below to create a smooth onboarding experience for every customer. Clearly guide new customers through their first interaction: Help customers feel comfortable by giving simple, clear steps during their first experience. First impressions really do matter.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. QuestionPro) Organizations have long emphasized on customer experience and the value it adds to the organization. Great info!

Customer Service 0

Customer Service Infographics Survey Tips 0

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

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Follow on Twitter: @Hyken.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

DECEMBER 24, 2018

After being rude and hanging up on the customer, the manager stepped in and gave support – to the customer and the employee. Future CX: Tips for 2019 digital marketing success by Stuart Banbery. Great info to help make the case for investing in a good customer service experience. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service e-support Loyalty Data 94

ShepHyken

NOVEMBER 20, 2017

Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis. Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . Memory” can be a big part of that.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

DCX

JANUARY 28, 2025

Here are a few reasons things might not click: You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. Observe in Real-Time: If possible, watch customers interact with your tools or services.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52