ShepHyken

DECEMBER 24, 2024

Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them.

Customer Experience 93

Customer Experience Sports Customer Service Training Video 93

ShepHyken

NOVEMBER 12, 2024

If the competition offers a product or service you don’t, you risk losing your customer. Like most articles and videos I create with lists, these aren’t the only ideas to consider. So, sit down with your team and brainstorm the answer to the question, “Why would a customer leave us?”

Return on Investment 102

Return on Investment Financial Customer Service Training Customers 102

CSM Magazine

FEBRUARY 4, 2025

Visually appealing content such as tutorials or short instructional videos. Strategies for Cross-Generational Customer Service Having cracked the code on what makes each generation tick, we can start building a multigenerational customer service strategy that truly speaks to everyone.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question.

Loyalty Programs 88

Loyalty Programs Customer Service Training Video Customer Service 88

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

APRIL 6, 2025

Heres a great stat from the video (and the report): 61% of Gen Zs, thats the younger generation, have successfully used AI for support versus just 32% of Baby Boomers. Enjoy the video! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Thats a BIG difference!

Customer Service 75

Customer Service Self Service Trends B2C 75

ShepHyken

MARCH 25, 2025

Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. I just received an email from the Dollar Shave Club. The concept was simple.

Customer Service Training 82

Customer Service Training Video Customer Service Brands 82

delighted

MARCH 9, 2021

We’ll also provide some tips on building an impeccable customer service strategy. The significance of great customer service. Brands across the globe are taking notice of how investing in great customer service can pay back dividends in the long run. The data speaks for itself.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . 5 Customer Service Strategies That Improve Retention.

Customer Service 141

Customer Service Customer Retention Customer Service Strategies Infographics 141

ShepHyken

JANUARY 7, 2025

If you are more of a visual person, check out my videos on ShepTV. Each week, I release a video based on one of my blogs. That and so much more is the wisdom that Turner, president of Pinnacle Financial Partners, shares in one of the top downloaded podcast episodes of the year. Thank you for subscribing and tuning in!

Retail 82

Retail Video Customer Confidence Culture 82

CSM Magazine

SEPTEMBER 26, 2024

Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time.

Video 52

Video Customer Service Net Promoter Score How To 52

CSM Magazine

MARCH 17, 2025

Adopt Proactive Customer Service Strategies Waiting for your customers to complain about an issue could cost you their loyalty. Examples of proactive strategies: Send timely order updates and notifications to manage customer expectations.

NPS 52

NPS Self Service Net Promoter Score e-support 52

CSM Magazine

JANUARY 20, 2025

WhatsApp is no longer just a messaging platform for connecting with friendsits now a business tool that offers enterprises numerous opportunities to interact with customers in real-time. Customers find WhatsApp convenient because they can engage with businesses the same way they talk to friends or family.

Customer Service 52

Customer Service How To Video Metrics 52

Vonage

DECEMBER 7, 2015

Today’s service providers understand their customers’ evolving demands for seamless, more personalized service via their channel of choice. For any customer service organization, embracing an omni-channel service philosophy should be a top priority. If you answered yes to these, you’re on the right track.

Omni-Channel 120

Omni-Channel Trends Self Service Travel 120

Vonage

MARCH 26, 2018

In a service environment that’s now defined by speed and convenience, self-service reduces frustration by allowing customers to find the answers they need quickly and easily. Suitable materials for self-service portals include FAQs, explainer videos and step-by-step solutions for common problems.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ShepHyken

MAY 12, 2020

Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Shep Hyken interviews Jonathan Lerner.

Video 103

Video ROI Technology Employee Experience 103

CSM Magazine

FEBRUARY 20, 2025

Watch Videos of Their Past Presentations A professional speakers skill set comes alive on stage. Watching videos of their presentations will give you insights into their content delivery, energy, and ability to engage an audience. Above all, ensure they align with the message and energy you want your event to convey.

Leadership 52

Leadership Customer Service Chief Customer Officer How To 52

Vonage

AUGUST 15, 2016

Forrester’s recent “ Top Trends for Customer Service ” study found, for example, that web self-service surpassed contact center voice calls for the first time ever in 2014. Download our Salesforce CTI guide and find out how implementing the technology can help you transform your customer experience.

Self Service 120

Self Service Contact Center Trends Sales 120

TechSee

MARCH 7, 2022

Customers who choose self-service can be demanding – and expect organizations to value their time. Key Benefits of Self Service as a Customer Service Strategy . These are recognized as important aspects of customer service strategy, customer engagement, and business growth.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. I’ve written about today’s topic before.

Customer Service 174

Customer Service Customer Service Training Customers Video 174

delighted

SEPTEMBER 27, 2019

Overwhelmingly, customers today want to be able to help themselves online. A ZenDesk survey found that 75% of customers think that self-service is the most convenient way to get help. When customers can help themselves, they generally feel more content with the customer experience overall.

Customer Service Strategies 42

Customer Service Strategies Customer Service Self Service Strategy 42

TechSee

APRIL 4, 2023

Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients. Today, most people have smartphones. Interested?

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

ShepHyken

DECEMBER 11, 2019

Video is an amazing tool. Use it for online tutorials, a video version of Frequently Asked Questions and more. Check out this recent Forbes article on using video. Call the customer instead of making them call you for appointments. For more information, go to GetToKnowYourCustomerDay.

Customer Service 118

Customer Service Customer Experience Fashion Video 118

ShepHyken

FEBRUARY 12, 2021

If you’re getting service delivery right most of the time, you’ll no doubt have some fans that’ll stand up for you. Video Chat. Consider incorporating video chat if you have not already done so. According to an IPSOS survey in May 2020, 57% of Americans regularly used video chat.

Social Media 119

Social Media Chief Customer Officer Call Center Video 119

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 101

Social Media Customer Service Guidelines Loyalty 101

ShepHyken

NOVEMBER 19, 2018

Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon. Chief Marketer) Video is great for creating social engagement, but it can also be a powerful customer service tool. Here’s five ideas for using video to help maximize customer experience with your product or service.

Customer Service 92

Customer Service Self Service Customer Centricity Video 92

ShepHyken

FEBRUARY 13, 2019

A thank you video: If you send a short, personalized video – even something as simple as from your mobile phone – you’ll make the point. But which one do you think has the most impact? For those of you who think this is a rhetorical question, here’s the answer: the old-fashioned hand-written note.

Fashion 128

Fashion Video Customer Service Training Customers 128

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share.

Metrics 159

Metrics Customer Service Measurement NPS 159

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post. By 2020, Customer Experience is expected to overtake price and product quality as key brand differentiators.

Social Media 178

Social Media Customer Service Customer Care Feedback 178

Team Support

MAY 31, 2023

Research shows that customers are 2.4 Implementing chatbots into your customer service strategy can ensure that each customer gets what they need through automated responses or by pointing them to ready-made self service support materials like a knowledge base or how-to videos.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home.

Customer Service 151

Customer Service Customer Centricity Customer Service Training Survey 151

Brad Cleveland Blog

JULY 25, 2019

Is there a secret to ensuring that your customer service strategy is effective? I’ve observed four key factors that you can use to take inventory and get a good sense of how well your strategy is performing. These four factors are explained in the video below, “Gauge the Effectiveness of …

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service Video 26

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot.

Customer Service Training 149

Customer Service Training Video Course Customer Service 149

Solvvy

JULY 13, 2022

In fact, Gartner research shows that 62% of millennials and 75% of Gen Z customers will resort to third-party sources such as Reddit or a YouTube video to find information rather than calling customer support. Many companies are concerned that using automated customer service tools will eliminate person-to-person contact.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

ShepHyken

OCTOBER 1, 2024

Invite several customers to record a 60-second video testimonial about how much they enjoy doing business with your organization and its employees. These can be edited together to create a short video. If you have video monitors at work, play it throughout the day.

Customer Service 95

Customer Service Exercises Video Customers 95

Oracle

AUGUST 26, 2020

” Try adopting reoccurring check-ins with your team, and explore adopting video conferencing or messaging tools to stay connected. The goal of developing remote customer service strategies is twofold. Working solo can also feel isolating, and it’s important for leaders to build a sense of “togetherness.”

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. . Plenty of great comments. Here’s a very short refresher in case you missed it.

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Customer Service Training Leadership Video Feedback 138