ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 101

Customer Service Infographics Tips Customer Retention 101

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 22

Customer Service Chatbots Infographics Consulting 22

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. My position is that for most businesses, not offering a self-service solution is a bad customer experience.

Self Service 109

Self Service Customer Service CRM Infographics 109

ShepHyken

OCTOBER 1, 2018

Each week I read a number of customer service and customer experience articles from various resources. Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. My Comment: Customer service is not just for customers. Here are my top five picks from last week.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Had A Customer Service Fail?

Customer Service 110

Customer Service Social Media Customer Service Training Infographics 110

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

FEBRUARY 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. My Comment: What’s your definition of customer experience? Years ago it was just another phrase for customer service.

Customer Service 93

Customer Service Infographics Trends Entertainment 93

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. Here are my top five picks from last week.

Net Promoter Score 93

Net Promoter Score Customer Service Loyalty Programs Chatbots 93

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. Here’s a statistic you won’t believe.

Social Media 92

Social Media Customer Service Infographics Retail 92

ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 94

Customer Service Infographics e-support Retail 94

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Poor Customer Service 85

Poor Customer Service Customer Service Infographics Travel 85

ShepHyken

NOVEMBER 9, 2016

Are you guilty of disrespecting your customers? Our friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. Acting with urgency builds confidence and makes the customer feel as if you care about taking care of their problem.

Self Service 128

Self Service Infographics Social Media Customers 128

ShepHyken

DECEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. In this article, you will find the best customer service kudos of 2019 (so far!) Follow on Twitter: @Hyken.

Customer Service 16

Customer Service Infographics Culture Retail 16

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. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

ShepHyken

APRIL 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: One of the most powerful customer experiences strategies you can deliver to your customers has nothing to do with customer service. My Comment: Do you have customer service standards?

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 84

Customer Service Infographics Customer Retention B2B 84

ShepHyken

MARCH 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. 23% of customers say their expectations of customer service are higher than they were a year ago.

Customer Service 82

Customer Service Infographics Case Study Loyalty 82

ShepHyken

JULY 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. 11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. Small Business Trends) A critical part of running a successful business is managing customers.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Infographics Metrics Loyalty 79

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

Provide Support

FEBRUARY 9, 2016

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. Read more.

Infographics 40

Infographics Culture Customer Service Customers 40

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service.

Customer Service 0

Customer Service Infographics Survey Tips 0

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. Well worth it. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. My Comment: I love learning from the top brands that are known for customer service and experience. Jet Blue is one of those brands.

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Here is an infographic.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Learn how to ensure customer satisfaction despite supply chain disruptions. Here are my top five picks from last week.

Customer Service 69

Customer Service Customer Centricity Policies Retail 69

ShepHyken

AUGUST 21, 2017

Each week I read a number of customer service and experience articles from various online resources. Tips On How To Handle Racist Customers by Kelechi Okeke. CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers? Will it frustrate customers?

Customer Service 19

Customer Service Infographics Fashion Social Media 19

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. Fonolo) Are voice interactions becoming a smaller part of the customer service picture?

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. .”

Customer Service 57

Customer Service Customer Centricity Omni-Channel Contact Center 57

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

JUNE 6, 2016

Each week I read a number of customer service articles from various online resources. 4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). Here are four ideas.

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

Experience Investigators by 360Connext

JULY 16, 2019

One day of customer experience discussion does not make a customer-focused company. How often do you discuss customer experience strategy in your regular communications to employees? What traits and behaviors are critical to delivering on your customer experience? via Adobe Digital Trends 2019 Infographic.

Strategy 110

Strategy Customer Experience How To Customer Journeys 110

Customer Guru

DECEMBER 13, 2017

Furthermore, almost 50% of the respondents said that employees don’t know what they need to do in order to deliver a great customer experience. We shared these insights in our infographic below: Are these challenges still relevant today? In such a case, it becomes difficult for these departments to develop a customer focus.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Provide Support

APRIL 5, 2016

Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Customer Service 40

Customer Service Culture Customers Customer Focused 40

Verint

MARCH 22, 2018

Our partner was Opinium Research LLP, titled “Defining the Human Age: A Reflection on Customer Service in 2030.”. It explores how technology, societal trends, the workplace and customer preferences will shape customer engagement in the years to come.

Customer Engagement 38

Customer Engagement Self Service Engagement Infographics 38

Retently

FEBRUARY 9, 2024

You can enrich this experience further with visual aids like infographics, charts, and videos to clarify the scope of the survey and add a visual punch. It’s also relevant to gauge whether or not customers feel that their feedback is valued and leads to tangible improvements in the quality of support services.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92