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

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 86

Customer Service Strategies Strategy Customer Service Hotels 86

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 65

Self Service Trends Customer Service Chatbots 65

Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield. There are 2.7

Social Media 130

Social Media Tips Customer Service Training 130

Advantage Communications

MAY 4, 2021

While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black Friday brings. As we move through 2021, two of the most exciting shopping days are ahead of us - Black Friday and Cyber Monday.

Customer Care 98

Customer Care Customer Service Strategies Strategy Customer Service 98

Martin Hill-Wilson

JUNE 19, 2024

In fact, McKinsey stated in their 2024 State of Customer Care research that “ 57 percent of leaders in global enterprises expect call volumes to increase by as much as one-fifth over the next one or two years.” Continue reading Optimising Availability of Your Human Delivered Customer Service at BrainFood.

Customer Service 52

Customer Service Leadership Customer Care Customers 52

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 52

Consulting Customer Service Company Call Recording 52

Kustomer

AUGUST 11, 2022

While we’d like to think that every website visit has positive intentions, some customers may come to complain or discuss their negative experience. These situations often require an effective customer service conversation , one in which your agents can turn what started as a discussion with a dissatisfied customer into a positive situation.

Customer Service 88

Customer Service Social Media Self Service Loyalty 88

CSM Magazine

OCTOBER 17, 2016

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. The wrath of frustrated customers, a damaged reputation and losses in sales and loyalty.

Customer Service Strategies 40

Customer Service Strategies Customer Service Strategy Multi-Channel 40

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

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. This level of customization enhances the user experience, making it feel more engaging and tailored to individual tastes.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

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

Call Experts

NOVEMBER 12, 2021

The holidays can be an incredibly stressful time, both for customers and for customer service teams. With millions of shoppers looking to make purchases, staffing customer service is essential. Hiring an Experienced Contact Center Will Help Support the Holiday Customer Service. .

Tips 98

Tips Customer Service Contact Center Self Service 98

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Customer Service Strategies Loyalty 52

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

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one.

Contact Center 98

Contact Center How To Customer Service Strategies Customer Care 98

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Make your company easy for customers to access.

Customer Service 52

Customer Service Self Service Tips Social Media 52

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. It is so not true.

Customer Service 91

Customer Service Omni-Channel Customer Service Strategies Loyalty Programs 91

Kustomer

JULY 13, 2020

In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. This might have you wondering, what is digital customer service, exactly? This might have you wondering, what is digital customer service, exactly?

Customer Service 59

Customer Service Self Service Omni-Channel Chatbots 59

CSM Magazine

JANUARY 17, 2022

As a customer service manager, you’ve got to be on top of your game to deliver solid results. From supervising employees, monitoring customer feedback to integrating new ways to retain existing customers, you wear a lot of hats on the job. Read further for the top trends in the customer service industry for 2022.

Trends 52

Trends Self Service Industry Customer Service 52

Kustomer

AUGUST 6, 2020

In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service. Unless you want to potentially lose about 80% of your business, you need to stay on top of your customer service performance.

Metrics 79

Metrics Measurement Customer Service Strategy 79

Kustomer

MAY 13, 2020

In 2020, it’s all about enhancing the digital customer experience. Let’s take a closer look at the current trends in customer service that can help you run your business and satisfy consumers: 8 Current Trends in Customer Service. Taking Care of Every Customer by Promoting a Strong Company Culture.

Self Service 52

Self Service Trends Customer Service Social Media 52

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Implementing technology without strategy makes us do the wrong things faster ! 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 112

Customer Experience Customer Service Net Promoter Score Self Service 112

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

Think Customers

MAY 12, 2015

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. In some cases, the same company continues to stumble a year or two later. We've all seen it before.

Customer Care 40

Customer Care Culture Training Customers 40

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! by Deeksha Dadu.

Customer Service 91

Customer Service Self Service Customer Centricity Video 91

West Monroe

JULY 11, 2023

Read More Data & Technology Delivering a superior patient experience built around ease and trust for MultiCare Health System Data & Technology Transformation to an omnichannel customer care experience results in $40M in value creation

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

CSM Magazine

AUGUST 22, 2019

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

Customer Service 40

Customer Service Multi-Channel How To Customer Centricity 40

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

Clarabridge

DECEMBER 15, 2016

Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?

Customer Service 40

Customer Service Customer Care Social Media Call Center 40

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Tools 120

Tools Customer Service Hospitality Healthcare 120

ijgolding

JANUARY 22, 2018

Gift your customers with a birthday discount or coupon and send holiday well-wishes out on your social channels, in person, and in your email marketing. Finally, always remember your top customers, and let them know they are appreciated. Send company personnel to a customer experience conference.

Customer Experience 191

Customer Experience Social Media Abandon Rate Conference 191

ShepHyken

MARCH 6, 2020

That waitress wowed me with her service and her attitude, but the manager’s lack of response almost nullified her customer service savvy. The post Guest Post: Good Customer Service Is More Than Good PR appeared first on Shep Hyken. I never received a reply. Everyone makes a difference.

Customer Service 126

Customer Service Hotels Tips Conference 126