ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Surgeon General report.

eBook 61

eBook Customer Service Tips Survey 61

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. 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? Here are my top five picks from last week.

Self Service 83

Self Service Customer Service Customer Service Training Customer Care 83

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Social Media 120

Social Media Customer Service Trends Tips 120

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 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?

Self Service 69

Self Service Customer Service Chatbots Customer Care 69

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. It’s been very much about “getting out there” rather than dedicating the time and resources to make it successful. Do they have communications training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? While an excellent concept for customers, it is also appropriate for the colleagues you work with. Here are my top five picks from last week. by Athina Mallis.

Social Media 102

Social Media Customer Service Customer Care Insurance 102

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Seriously, it is a good look into what customers expect and want from the companies they do business with.

Self Service 109

Self Service Customer Service CRM Infographics 109

InteractionMetrics

AUGUST 14, 2024

For a construction company handling customer service calls, the quality of information is the most important: customers want to know what products are in stock, when they can pick them up or have them delivered, and specifics about products and applications. Customers care less about how friendly the representative is.

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Contact Center Loyalty Tips 67

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Here are my top five picks from last week. Connect with Shep on LinkedIn.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

Customer Service 71

Customer Service Customer Journeys Trends Study 71

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. 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. . Here are my top five picks from last week.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care 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.

Social Media 124

Social Media Customer Service Strategies Strategy Customer Service 124

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. The first was that it claims that customers are increasingly moving their customer service interactions to social media.

Customer Service 73

Customer Service Social Media NPS Customer Experience Management 73

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. .”

Customer Service 102

Customer Service Social Media Chatbots Trends 102

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 100

Customer Service Airlines Chatbots Resources 100

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . 10 Insights from Customer Care Experts & Influencers by CGS. Here are my top five picks from last week.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics. Conclusion.

Customer Experience 238

Customer Experience Strategy How To Effort Score 238

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Do you care about something your customer cares about? If you expect loyalty from your customers, you must demonstrate loyalty toward them. Here are my top five picks from last week.

Customer Service 73

Customer Service Hospitality e-support eBook 73

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. 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!

Customer Service 91

Customer Service Self Service Customer Centricity Video 91

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Here are my top five picks from last week.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

Comm100

APRIL 16, 2018

“The golden rule” is advocated whereby each customer is to be treated as an interesting and dignified person. According to Lessons from the Mouse, when customer care agents develop this mindset, they take on every interaction as a chance to share with an interesting person, and as a result, the customer experience is improved.

Effort Score 105

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 105

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 65

Customer Service Retail Ecommerce Loyalty Programs 65

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Here are my top five picks from last week.

Customer Service 60

Customer Service Social Media Chatbots Ecommerce 60

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. My Comment: Here are some great stats and facts that support the need for better customer service.

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Wells Fargo & Co. Enel Energia.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Here are my top five picks from last week. For information contact or www.hyken.com.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Great info to help make the case for investing in a good customer service experience.

Customer Service 93

Customer Service e-support Loyalty Data 93

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 96

Customer Service Fashion Customer Satisfaction Customer Service Training 96

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? My Comment: Want to get better at customer service? by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 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. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Social Media Retail Transportation 84

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48