ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), The Best Way to Complain to a Company on Social Media by Octavio Blanco. One area we covered was how social media can help.

Customer Service 148

Customer Service Social Media Culture Report 148

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 155

Average Handle Time Social Media Customer Service Training Customer Service 155

ShepHyken

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. 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.

Culture 155

Culture Social Media Customer Service Training Customers 155

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 118

Customer Service Self Service Social Media Customer Service Training 118

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 118

Customer Service Social Media Customer Experience Professionals Customer Care 118

ShepHyken

AUGUST 31, 2020

Our own research shows that even though many use alternative channels, such as social media, email, chat and more, the phone is still the most popular way customers connect with businesses. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark. Even if you are, read this article.

Customer Service 108

Customer Service Social Media Customer Service Training Infographics 108

ShepHyken

NOVEMBER 9, 2016

8. Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

JANUARY 11, 2021

There is a lot of crossover in these concepts, but also some differences The author emphasizes the idea that doing contactless right can build trust, which is essential to repeat business, and ideally, customer loyalty. 10 Important Components of a Social Media Customer Service Strategy by VHT MARKETING.

Social Media 96

Social Media Customer Service Guidelines Loyalty 96

ShepHyken

MARCH 13, 2017

47 Social Media Statistics to Bookmark for 2017 by Alex York. Sprout Social) Right when you think you’re getting a grasp on your demographics, buyer habits and trends on social media, something new changes and turns your data into old news. 89% of social media messages to brands go ignored.

Social Media 91

Social Media Customer Service Infographics Retail 91

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 100

Social Media Customer Service Customer Care Insurance 100

ShepHyken

SEPTEMBER 25, 2019

That’s the important part—giving the customer your contact info at the beginning of the message. Responding to Messages: This includes phone, email, social media, and any other messaging app. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 125

Customer Service Social Media Customer Service Training Customers 125

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

Customer Service 101

Customer Service Social Media Chatbots Trends 101

ShepHyken

OCTOBER 13, 2021

Whether you’re sending out emails, text messages, calling the customer, or using any other form of communication, keeping customers informed is actually creating confidence that all is going according to plan. Customers love that! . Stalk your customers on social media. Follow on Twitter: @Hyken.

Loyalty 108

Loyalty Social Media Tips Communication 108

ShepHyken

NOVEMBER 28, 2018

The traditional way to get your story used to be to ask employees to share their best examples of the customer experience they created for a customer. Or, maybe a customer might write an accolade letter. Well, thanks to social media and online review sites, the customer now has a voice in your “Tell Your Story” efforts.

Video 127

Video Social Media Customer Service Training Customers 127

Vonage

MAY 22, 2017

And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 120

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 120

ShepHyken

JUNE 3, 2019

My Comment: And, here’s another list – and another ten ideas – that will help you create a level of customer service and experience that will “ensure greater customer success stories” in your business. 5 Customer Experience Basics to Avoid a Customer Service Nightmare by Erin Ollila.

Customer Service 119

Customer Service Social Media Survey Customer Confidence 119

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? And, there’s no reason why any company can’t do some of the same.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 102

Customer Service Social Media Customer Service Training Customers 102

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. Be amazing on social media – Social media is meant to be social. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 99

Customer Service Social Media Chatbots Customer Relationship Management 99

ShepHyken

MAY 31, 2021

And, now there are two more experiences that are changing expectations: M-Commerce (where M stands for mobile) is driving the need for multiple channels of communication, and S-Commerce (where S stands for social) is focused on social media platforms as a way to attract customers to a brand’s site.

Customer Service 133

Customer Service Effort Score e-support Chatbots 133

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Find ways to promote your customers on social media. It’s a simple idea.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

ShepHyken

JULY 11, 2022

(Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. That includes reviews of your company’s products or services, customer interactions on social media, customer conversations with contact centers, and much more.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Social Media 24

Social Media Customer Service Retail Loyalty 24

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. The way Wendy’s, the restaurant chain, responded to a recent tweet is a perfect example of what happens when companies do social media the right way. Social media gives customers a loud voice and a huge platform.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

OCTOBER 7, 2019

6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Infographics Customer Centricity Social Media 115

ShepHyken

DECEMBER 18, 2019

Do more on social media. Participate in conversations on social platforms and become part of the online customer community. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. In this case, it’s better to receive than give. It’s an opportunity to engage.

Customer Service 124

Customer Service Customer Experience Tips Social Media 124

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience.

Customer Service 94

Customer Service Social Media Tips Multi-Channel 94

ShepHyken

JANUARY 3, 2018

Whether you invest in sophisticated software that tracks and analyzes customer data, or you simply remember them when they walk through your doors, recognize your customers want and expect you to give them a personalized experience. The post Five Customer Service Must-Do’s For 2018 appeared first on Shep Hyken.

Customer Service 114

Customer Service Self Service Tips Social Media 114

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

AUGUST 8, 2022

No doubt these can co-exist and the end result is a better experience for your customers and employees. 7 Ways Videos Improve Customer Experience by Andre Oentoro. Here are seven ways to use video to improve your customer experience. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. My Comment: Customer service is changing as digital and self-service options to get questions answered and problems resolved to become more popular. Follow on Twitter: @Hyken.

Customer Service 129

Customer Service Self Service Retail Entertainment 129

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions. (The

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

ShepHyken

JANUARY 29, 2018

Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service. Bridging the social media and business enterprise gap: Interview Special by Tim Sandle.

Customer Service 94

Customer Service Social Media Tips Contact Center 94

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. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86