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

SEPTEMBER 26, 2023

By the way, if you have any questions about customer service or customer experience, reach out to me on any social media channel – I’m pretty much everywhere. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 139

Customer Service Social Media Customer Service Training Training 139

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

Comm100

OCTOBER 8, 2016

By the way: Don’t forget to update your current customers on your latest post! Newsletters, texts, and social media updates can help keep inform your customers about your latest blog posts. Increase your social media presence. Create educational and training materials. 52% of U.S.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

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

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

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

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

FEBRUARY 24, 2017

In this age of 24/7 news channels and social media, we’ve all come accustomed to breaking news stories about celebrities and politicians. Social Media Management. During a news event, customers are likely to turn to social media to get information and to provide feedback for others. Shep Hyken.

Contact Center 84

Contact Center Social Media Guidelines Training 84

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

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

NOVEMBER 15, 2021

So-called “vanity” metrics, for example – followers, likes, retweets, and influencer mentions in social media, for example – will leave the CEO or CMO exclaiming that famous line from Jerry Maguire: “Show me the money!”. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl.

Customer Service 74

Customer Service Metrics Social Media Retail 74

ShepHyken

MARCH 18, 2019

(B2Community) Give your customers the seamless, expertly integrated buying experience they expect and your company becomes the real winner. My Comment: The technical term “omnichannel” is really about a customer being able to connect with a company through any means they desire; phone, social media, messaging, etc.

Net Promoter Score 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

JANUARY 12, 2022

This was about different ways customers could communicate with you. Today there are many others, such as text, social media, apps, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For example, they could use phone or email. That’s two channels.

Omni-Channel 82

Omni-Channel Multi-Channel Video Social Media 82

ShepHyken

JANUARY 25, 2023

The unboxing of a product that the customer records to share with friends and colleagues. And we love it when the customer takes the concept of the Selfie Experience to the next level by taking a photo or video and broadcasting it on social media channels like Facebook, Instagram, TikTok, Twitter, and others.

Sports 77

Sports Social Media Customer Service Training Video 77

ShepHyken

JANUARY 23, 2017

(Sharpen) Here’s part II in our series about the future of customer experience. We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. SparkCentral) Social media isn’t just for marketing anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

SEPTEMBER 10, 2018

(Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

Customers That Stick

MARCH 11, 2015

Despite all of the amazing books on customer service and customer experience on the market, the book I needed didn’t exist. Adam’s on-the-ground experience provides perspective missing in most service playbooks today. Blog customer-service-training be your customer''s hero customer service book'

Customer Service Training 60

Customer Service Training Social Media Tips Customer Service 60

ShepHyken

JUNE 4, 2018

Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Jay Robb reviews “Make Mom Proud” by Jeanne Bliss and shares eight great tips from the book.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. My Comment: Many people/companies still question the ROI of a social media strategy.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Customers That Stick

AUGUST 11, 2015

Can Twitter be THE Social Customer Service Channel? With such profound weaknesses, Twitter might not be able to be the hub of your customer service strategy; however, it might be able to be the hub of the social media part of your customer service strategy.

Customer Service 60

Customer Service Multi-Channel Omni-Channel Customer Service Strategies 60

InteractionMetrics

AUGUST 14, 2024

Bad customer service hurts companies’ bottom lines—by a lot. According to a 2016 Accenture study, the cost of customers switching companies due to poor service is $1.6 Customers today are unhappier than ever with the service they receive. Is a Customer Service Consulting Firm Worth It?

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

AUGUST 26, 2016

If you do encounter a problem while communicating in a public space like social media, don’t be so quick to take it private. Don’t try to be on every channel unless you plan on having the manpower to be visible on every channel. People are watching your every move. Here’s your opportunity to really shine so don’t go on the defensive.

Customer Service 0

Customer Service Policies Communication Training 0

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Dan’s 20-year career has consistently focused on delighting customers. He is an international keynote speaker who believes that a remarkable customer experience is your best marketing.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Dan’s 20-year career has consistently focused on delighting customers. He is an international keynote speaker who believes that a remarkable customer experience is your best marketing.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130