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Time and time again, we see evidence that great customerservice experiences are critical in maintaining customerloyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customerservice as a ‘true test’ of how much a company values them.”
Customerloyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. It isn’t a coincidence that the best places to work are also recognized as the organizations that deliver the best customerservice.
Don’t offer customerservicetraining. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business.
We don’t offer customerservicetraining. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. Instead, enroll in CustomerCARE University.
You already know what customerservice is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customerCARE. If you missed it, just follow it here: Don’t offer customerservicetraining. Nobody raves about average.
Social customercare 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 customercare, I ask why.
In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customerservice versus customerCARE. This week, I will explain the third QUI TAKEAWAY: customerservicetraining versus customerCARE education. Training is finite, usually one to three days.
My Comment: Companies are using social media customercare/service to increase loyalty and gain market share. If you’re not already strong in the area of social customercare, this article will help you get started. What a French Creole Cooking Term Can Teach Us About CustomerLoyalty by Josh Linkner.
You can’t answer with “Because we have great customerservice.” Find out what makes you truly different, something that your customercares 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.
This company took in $1,300 for an extended warranty they will never fulfil from a customer already saddened by the theft of his computer. What a perfect time to show compassion and flexibility, provide a refund or at least credit towards another product or service. Action steps for customerservice excellence.
Relationships build loyalty. Loyalty builds your business. CARE Magnificently! Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customerservicetraining. Don’t just educate customerCARE representatives.
A long-held belief is that exceptional customerservice will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.
With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customerservice versus customerCARE. So shouldn’t customerservice be customercare? At the same time, customerservice experts have advocated that the the people in customerservice are the frontlines.
Let’s be revolutionary to transform CX Into CXM, customerservice to customerCARE, and customerservicetraining to an education in customerCARE or customerCARE University. Customer experience is how your customers feel about what you did. Why only three?
Training is finite (usually one to four days), one way, “I know everything, you know nothing,” instruction. Instead, educate your people interactively, frequently, and continuously with customerCARE, like telephone etiquette, service recovery, and prompt, polite, and personalized interactions.
We came across this service-savvy company when their customercare manager Nykki Yeager volunteered her team of service reps to help evaluate our upcoming “Taming Gladys! Creating Fierce CustomerLoyalty in Just 12 Weeks” book and coaching program.
In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customerloyalty.
The scene is classic lousy service because of bad “rules.” The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow.
Each week I read many customerservice and customer experience articles from various resources. When CustomerCare Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. A Customer Discovered Their $350 Lego Set was Missing Pieces. Here are my top five picks from last week.
For the record, contacting brands on social media only to be passed off to someone else is not social customerservice. My Comment: Social Media CustomerService (Also known as Social CustomerCare) continues to grow in popularity. My Comment: Loyalty programs can be powerful.
Should it be customerservice? If you want a well-rounded, capable, and effective social media customercare team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.
Getting More Referrals = Letting People Your CustomersCare 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. How to Drive CustomerLoyalty Among Millennials by Timi Garai.
It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author.
How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty.
Want to Build CustomerLoyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up CustomerService by Nick Vivion . Smartphones are the Secret Weapon by Ken Kunz.
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 CustomerCare for ShoreTel, shares five important strategies and processes to create a better customer experience.
And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience.
Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customerservice?
(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customerloyalty and generate more sales. Shep Hyken is a customerservice expert, professional speaker and New York Times bestselling business author.
In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of CustomerService Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in CustomerService. For information, contact 314-692-2200 or www.hyken.com.
Shep Hyken is a customerservice expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customerservicetraining programs, go to www.thecustomerfocus.com. The post The Last Customer on Earth appeared first on Shep Hyken.
4 Ways to Celebrate CustomerService Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our CustomerCare team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was CustomerService Week.
The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. CustomerLoyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customerloyalty.
My Comment: If you’ve been following me at all you know I’m a huge fan of social media customercare. 3 Tips for Successful Social CustomerService by Krysta Gahagen. Repeat business is not built on a foundation of customerloyalty. Repeat business by accident is a failed strategy and missed opportunity.
Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It shows you care, that you’re paying attention and that you want to do business. A quick response time creates confidence, which is one of the keys to creating customerloyalty. Follow on Twitter: @Hyken.
Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and CustomerLoyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.
Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 CustomerLoyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customerloyalty trends and programs. I’m looking forward to seeing how much better. If so, you may be rewarded.
Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.
CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. 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.
Each week, I read many customerservice and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.
3 Ways to Move From CustomerService to CustomerCare by Patrick McCullough. Destination CRM) What’s the difference between customerservice and customercare? So, if customerservice isn’t a department, what do you call it? How about “customercare?”
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.
This year, attendance at several CustomerService 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 customercare track, headed up by Dan Gingiss and Daniel Lemin. Follow on Twitter: @Hyken.
When your customers realize that your employees have the answers to their frequently asked questions, this will instill trust, which will lead to loyalty to your business. Shep Hyken is a customerservice expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.
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