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Top 5 Customer Service & CX Articles for Week of September 9, 2024

ShepHyken

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

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The 3 Best Ways to Deliver the Truth

Steve DiGioia

Listen Customers rarely come before their need is urgent. Forbes magazine contributor Carmine Gallo explained, “Your customers will only tell you what they think they need, but how you meet their unexpressed needs makes all the difference.” The company should stay attuned to how customers experience its products and services.

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Top 5 Customer Service & CX Articles for Week of November 11, 2024

ShepHyken

I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” One of the Big Retail CX Trends of 2024?

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5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

An easy return policy creates customer confidence and trust in the brand. The Humanoid Touch: How AI is Changing Customer Experience by Deb Miller. Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer.

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Six Ways to Restore Customer Confidence When Things Go Wrong

CSM Magazine

When given this second chance, companies must bend over backwards to fix the problem and restore customer confidence. Research reveals that ninety-five percent of complaining customers will remain loyal if their complaint is resolved on the first contact. Immediateness.

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Supporting Vulnerable Customers: A Guide to Compassionate Engagement

CSM Magazine

When we really get where our customers are coming from, it shapes how we respond to them. By focusing on immediate solutions, we’re doing more than putting out fires – we’re lighting up pathways to customer confidence and peace of mind.

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Guest Blog: Why Online Reviews Are Important for Customer Engagement

ShepHyken

Your brand must consistently engage with customers on the platforms and channels that are available at the time. In the 20th century that communication was made through TV and radio advertisements, magazine print advertisements, and sponsorships.