ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others.

Social Media 88

Social Media Self Service Customer Service Marketing 88

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

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. How 5 Brands Adapted Their Loyalty Programs for a Post-Covid World by Stephanie Miles. Thank you MattsenKumar!).

Customer Service 137

Customer Service Loyalty Programs Social Media Contact Center 137

InMoment XI

MARCH 11, 2024

Feedback Collection: The feedback is then collected by the company through various channels such as surveys, reviews, social media, customer service interactions, and more. Customer Response: Customers interact with the updated product, service, or experience, and their responses are observed.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Win the Customer

NOVEMBER 20, 2024

Enhanced Customer Satisfaction: When customers feel heard and understood, they are more likely to be satisfied with their experience, even if the issue isn’t fully resolved. Increased Customer Loyalty: Empathetic interactions build trust and loyalty, encouraging customers to choose your brand over competitors.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

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

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Customer Service 71

Customer Service Self Service Connections Social Media 71

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.

Customer Service 74

Customer Service Self Service Social Media Contact Center 74

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 119

Social Media Customer Service Trends Tips 119

ShepHyken

AUGUST 9, 2021

The goal is not only to fix the situation but to also restore their trust and loyalty with you. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. The Best Way to Complain to a Company on Social Media by Octavio Blanco. One area we covered was how social media can help.

Customer Service 148

Customer Service Social Media Culture Report 148

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. For others, it’s about their process. What can be done?

Social Media 96

Social Media Customer Service Guidelines Loyalty 96

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Customer Service 133

Customer Service Effort Score e-support Chatbots 133

ShepHyken

NOVEMBER 9, 2016

I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer. 8. Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad.

Self Service 128

Self Service Infographics Social Media Customers 128

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

Vonage

OCTOBER 26, 2015

Go beyond lip service. What has been posted by a customer recently on social media that has created positive buzz? We may not be as good as we think if no-one is raving about us via social media. Get the basics right, be responsive, follow up, master a lasting impression and your customers will talk.

Customer Experience 120

Customer Experience Social Media Customer Service Training Customers 120

ShepHyken

SEPTEMBER 8, 2021

First, make it super easy for customers to reach out to you, and I’ll add, the way they want to reach out to you. Make your phone number and email address easy to find, and be available on other channels you know your customers like to use (text, social media, etc.). Follow on Twitter: @Hyken.

Social Media 166

Social Media Customer Service Training Training Customers 166

Steve DiGioia

MAY 17, 2021

Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customer service training and you’ll see improved service and increased loyalty. Use the G.U.E.S.T.

Customer Service 341

Customer Service e-support Self Service Customers 341

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

Ann Michaels and Associates

JULY 26, 2024

Develop detailed customer personas to better tailor your products, services, and marketing efforts. Enhance Customer Service: Train your customer service team to be empathetic, responsive, and proactive in solving customer issues.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Find ways to promote your customers on social media. It’s a simple idea.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20

Integrity Solutions

SEPTEMBER 2, 2021

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Marketing Land) Social media marketing isn’t just about winning followers. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Social Media 24

Social Media Customer Service Retail Loyalty 24

Comm100

AUGUST 29, 2021

Whether a customer is reaching out to your company in an email, or on social media, you need to take their concerns seriously, and show them that you’re ready to help. The trust of your customers is not given lightly, and your agents should understand that their tone matters when responding. Putting it all together.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Here are six ways you can deliver an exceptional customer experience. . A customer experience strategy is not a one-time occurrence.

Tips 148

Tips Customer Experience Management Return on Investment 148

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Comm100

FEBRUARY 23, 2021

Here are our top tips for small businesses to provide excellent customer support, no matter the team size or industry. Making it easy for your customers to reach you across different channels is vital, especially in 2021. – Use social media as a key customer service channel. All for free, forever!

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Vonage

MAY 22, 2017

And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 120

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 120

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. – Empowering and up-skilling your front-line team when dealing with the end customer over digital channels (i.e. messaging, social media, live chat, video chat, online reviews).

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? It’s simple: Customers love to know what to expect.

How To 121

How To Social Media Customer Care Brands 121

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. Be amazing on social media – Social media is meant to be social. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 99

Customer Service Social Media Chatbots Customer Relationship Management 99

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Customer Service 85

Customer Service Self Service Social Media Customer Centricity 85

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. Done wrong, you lose the customer permanently. If the customer is willing to share their phone number with you, treat it with respect it deserves.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

Customer Service 84

Customer Service Social Media Retail Transportation 84