Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? After all, according to our Customer Service Trends for 2022 report: Nearly all (95%) of customers say customer service impacts their purchasing decisions.

Customer Service Training 78

Customer Service Training Contact Center Training Customer Service 78

ShepHyken

MAY 24, 2021

Too many times we focus on being competitive with our competition, versus being competitive for the customer. Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. My Comment: Want to keep your customers coming back? Follow on Twitter: @Hyken.

Customer Service 161

Customer Service Customer Retention Loyalty Retail 161

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. There’s a big difference. Follow on Twitter: @Hyken.

Customer Service 158

Customer Service B2C B2B Customer Retention 158

Kristina Evey

NOVEMBER 13, 2014

A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. Remember the retail adage - customers remember the service a lot longer than they remember the price. .

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

ShepHyken

NOVEMBER 12, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Return on Investment 102

Return on Investment Financial Customer Service Training Customers 102

ShepHyken

MARCH 15, 2021

My Comment: Here is an interesting article – actually an interview – featuring Todd Hopkins, a successful franchisor, who recognizes the value of creating an excellent customer experience, or as he calls it, a “clean Experience.” How to Calculate Your Customer Retention Rate by Max Freedman. It’s the price of admission.

Customer Service 106

Customer Service Customer Service Training Customer Retention Training 106

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

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.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

ShepHyken

OCTOBER 3, 2016

They are obvious – and that is why it surprises me that any business would be guilty of committing these “crimes against the customer.”. 4 Smart Tips To Improve Customer Retention at Your Startup by Sheila Eugenio. Tech.Co) Increasing your customer retention by just 5 % can result in a 25% to 90% increase in profit.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

Kayako

JUNE 30, 2016

Their overriding view of the emails and phone call responses they undertake is “that’ll do” rather than “this will be one of the best responses they will ever get” (correct this with some customer service training activities ). How will you know when you’ve got customer service skills right?

Customer Service 209

Customer Service Handbook Customers Training 209

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Think about that!

Customer Service 143

Customer Service Loyalty Programs Social Media Contact Center 143

Kayako

JUNE 30, 2016

Their overriding view of the emails and phone call responses they undertake is “that’ll do” rather than “this will be one of the best responses they will ever get” (correct this with some customer service training activities ). How will you know when you’ve got customer service skills right?

Customer Service 202

Customer Service Handbook Customers Training 202

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base. Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JANUARY 27, 2020

Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Customer Retention Strategies To Explode Your Business In 2020 by Matt Duczeminski. Here are plenty of strategies that will help you grow your business through customer retention.

Customer Service 21

Customer Service Customer Retention Trends Airlines 21

ShepHyken

JULY 26, 2021

What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson. Business 2 Community) While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization.

Customer Service 109

Customer Service Contact Center Customer Retention Poor Customer Service 109

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management.

Customer Service Training 40

Customer Service Training Training Software Customer Service 40

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 23

Customer Service Customer Retention B2B Study 23

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Customer Service Training 134

Customer Service Training Customer Retention Customers Sales 134

Lumoa

NOVEMBER 17, 2022

CX trends to implement in 2023: Additional online customer support. Utilizing social media for customer service. Customer service training for employees. Creating a bond with your customers by providing a professional online experience will increase sales and improve customer retention.

e-support 195

e-support Customer Experience Social Media Chatbots 195

Comm100

FEBRUARY 23, 2021

Free tools like Google Alerts and Social Mention can help you scan for customer feedback that comes to you outside of the traditional channels. Prioritize customer service training. From escalations to everyday responses, make sure that your employees know the best practices for helping customers.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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 104

Customer Service Infographics Tips Customer Retention 104

ShepHyken

MAY 18, 2020

These 6 Customer Retention Strategies Actually Work by Hal Koss. Built In) CSMs know that acquiring customers is its own challenge, and that a strong retention rate takes some of that pressure off the business. But how do you build loyalty that leads to customer retention? Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Customer Retention Loyalty Banking 99

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Customer Retention Loyalty Tips 94

Calabrio

APRIL 11, 2025

The Foundation: Building Your Strategic Call Center Training Program Moving beyond acknowledging the need for training, building an impactful call center training program requires a deliberate and strategic approach.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Customer Retention Culture Tips 91

ShepHyken

SEPTEMBER 30, 2019

How To Boost Customer Retention Effectively Using Video by Koushik Marka. CustomerThink) This article will provide you with an insight into how to use videos for customer retention and help you refine your own policy for the same using videos. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service eBook Contact Center NPS 19

ShepHyken

OCTOBER 6, 2021

Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . 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.

Course 169

Course Customer Service Training Customers Customer Service 169

ShepHyken

JUNE 30, 2024

How you’ve “always done it” may not meet the modern customer’s expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 85

Customer Service Retail Customer Retention Loyalty 85

ShepHyken

FEBRUARY 10, 2020

5 ways to increase customer retention in 2020 by Michael Barnard. CustomerThink) We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future. My Comment: How do you increase customer retention? Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Infographics Customer Retention B2B 86

TechSee

JUNE 16, 2022

Shep has worked with thousands of companies and organizations that want to create amazing customer service experiences for their customers and employees. Brad Cleveland is a global expert in customer strategy and managemen t. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

Customer Service 88

Customer Service Customer Retention Tips Brands 88

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.

Customer Experience 334

Customer Experience Strategy How To Effort Score 334

ShepHyken

JUNE 14, 2021

That’s how you create the kind of loyalty that gets customers to come back again and again. Ways Proactive Customer Service Can Lead to Customer Retention and Growth by Ashwini Dave. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 102

Customer Service Retail Loyalty Study 102

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 71

Customer Service Hotels Hospitality Customer Retention 71

Michel Falcon Experience

JANUARY 16, 2020

If you want to earn more customers quickly you could launch a Facebook ad campaign tomorrow, send people to a landing page and begin converting some of them into customers (not as easy as that but fairly close). To create your customer experience strategy you could do a number of things (three of which are listed later in this post).

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Customer Service 78

Customer Service Loyalty Programs Customer Retention Social Media 78