Comm100

OCTOBER 8, 2016

Building strong relationships with your customers to keep them hooked for the long-term is the best way to combat customer dissatisfaction in a competitive marketplace. For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

ShepHyken

JULY 22, 2019

8 Tips for Improving Social Media Customer Service by Fara Haron. Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year.

Social Media 117

Social Media Customer Service Trends Tips 117

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 100

Customer Service Social Media Chatbots Trends 100

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 73

Customer Service Metrics Social Media Retail 73

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 106

Loyalty Social Media Tips Communication 106

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

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 75

Sports Social Media Customer Service Training Video 75

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. SparkCentral) Social media isn’t just for marketing anymore.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 18, 2019

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. This article shares wisdom on the importance of an omnichannel strategy. And, that’s what this article is about. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

DECEMBER 12, 2016

Is Your Digital Marketing Strategy Ready for an AI Intervention? They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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. Great resource!

Customer Service 93

Customer Service Social Media Tips Trends 93

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 123

Customer Service Customer Experience Tips Social Media 123

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

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

Customers That Stick

AUGUST 11, 2015

Obviously, this is part of Twitter’s strategy to position itself as a customer service channel. Can Twitter be THE Social Customer Service Channel? One of the core ideas of omnichannel strategy is meeting customers where they want to communicate with you. Download it for free here.

Customer Service 60

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

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. Her areas of expertise include market research, program management, marketing, instructional design, and training. Adam Toporek. Arie Goldshlager.

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. Her areas of expertise include market research, program management, marketing, instructional design, and training. Adam Toporek. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

SEPTEMBER 10, 2018

My Comment: There are some basics in delivering an excellent customer service experience on social media. Empathy… customers want you to understand them. After all, it’s social! 4 Simple Strategies That Will Help You Offer Excellent Customer Service by Toby Nwazor.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

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

ShepHyken

AUGUST 31, 2020

I’ll argue that the goal of getting the customer to come back starts at the very beginning, the first time the customer buys. 5 Steps to Delivering Exceptional Customer Service While Working from Home by Molly Ambrogi Yanson. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark.

Customer Service 107

Customer Service Social Media Customer Service Training Infographics 107

Russel Lolacher

DECEMBER 10, 2019

STRATEGY (strat·e·gy) /?strad?j?/. ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? Social media training?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

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. Certainly, the alternative of having customers on hold for hours during a critical time is not a wise strategy. How will agents get the news they need to share with customers?

Contact Center 84

Contact Center Social Media Guidelines Training 84

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

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 90

Social Media Customer Service Infographics Retail 90