ShepHyken

AUGUST 12, 2019

So, let’s find out why “everyone” hates customer service. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action.

Customer Service 101

Customer Service ROI Customer Service Training CRM 101

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

ShepHyken

MAY 3, 2021

Business2Community) Managing your marketing to produce a favorable ROI means developing a marketing plan based on a thorough analysis of your market, your internal strengths and weaknesses, economic conditions, your goals and objectives, and other issues that potentially impact your ability to succeed. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Entertainment ROI Retail 114

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Jeremy Watkin – Bringing the right people and technology together to deliver AWESOME customer experiences.

Resources 135

Resources Customer Service Customer Service Training Course 135

ShepHyken

JULY 21, 2024

Measuring the Roi of Customer Experience by Annette Franz (CX Journey) Measuring return on investment, though it seems as simple as benefit divided by cost, is more detailed than that. Understanding the benefits, understanding the costs, and understanding all that impacts both components is critical to getting a true assessment of ROI.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

ShepHyken

MARCH 9, 2022

Maybe some stats and facts followed by a predicted ROI (return on investment). 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.

Return on Investment 122

Return on Investment ROI Software Customer Service Training 122

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Training 124

Training Customer Experience Customer Journeys How To 124

ShepHyken

APRIL 30, 2024

In 2009, if you invested in a group of companies recognized for simplicity, you would have dramatically outperformed the stock market by a whopping 1,600%, proving that simplicity delivers in ROI. It’s important to remember that simple does not always mean easy. You can have a very complicated and highly technical product.

Entertainment 98

Entertainment Sports Financial ROI 98

ShepHyken

AUGUST 19, 2019

(Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn. With excessive turnover in contact centers impacting metrics, keeping great agents is good ROI. My Comment: Do you want better customer service? The first place to go is to the leadership.

Customer Service 121

Customer Service Leadership Ecommerce Culture 121

ShepHyken

OCTOBER 16, 2017

While this article focuses on the retail industry, understanding how it applies to your company, regardless of industry, can be important to how you market, sell and service your customers. The Elusive ROI of Customer Experience by Annette Franz. What’s the ROI? What’s in it for us?

Customer Service 78

Customer Service ROI Retail Touchpoint 78

ShepHyken

JANUARY 27, 2020

(ClickZ) Customer experience (CX) efforts remain inconsistent in many organizations, but there are signs of greater commitment and execution for 2020, according to Gartner. My Comment: 74% of companies expect to spend more money on customer experience in 2020. Because the ROI on creating a good customer experience is a good investment.

Customer Service 21

Customer Service Customer Retention Trends Airlines 21

Comm100

NOVEMBER 3, 2017

Social Media Marketing: ROI from Lynda.com. Service First. Without proper customer service training, you might as well not even put your social media personnel online. Try out some customer service training ideas and activities to make sure your team knows how to keep your customers happy.

Social Media 145

Social Media Course Training Marketing 145

ShepHyken

MAY 25, 2020

Empathy, customer value, managing the “ecosystem” and communication; all of these are sound strategies during a crisis like COVID-19, and they will work in good times, as well. 10 Tactics For More Effectively Measuring Your Customer Service ROI by YEC. Knowing the difference is very important.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

ShepHyken

APRIL 29, 2019

Customer Loyalty! ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Loyalty Programs 19

Loyalty Programs Customer Service Abandon Rate Loyalty 19

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Great info to help make the case for investing in a good customer service experience.

Customer Service 93

Customer Service e-support Loyalty Data 93

ShepHyken

MAY 3, 2021

Business2Community) Managing your marketing to produce a favorable ROI means developing a marketing plan based on a thorough analysis of your market, your internal strengths and weaknesses, economic conditions, your goals and objectives, and other issues that potentially impact your ability to succeed. Follow on Twitter: @Hyken.

Customer Service 62

Customer Service Entertainment ROI Retail 62

ShepHyken

NOVEMBER 15, 2021

We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. They want proof in the form of ROI. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 76

Customer Service Metrics Social Media Retail 76

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Now available as an online/web-based training program!).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CSM Magazine

JULY 7, 2022

Not only can you get a huge ROI when you add on your own delivery drivers and taxi services, but you can also help set your brand apart from the competition more easily. Companies that run their own fleets get a reputation all their own and it creates more continuity than contracting out those services.

Customer Service Training 59

Customer Service Training ROI Policies Training 59

Forrester's Customer Insights

MARCH 27, 2024

If your approach to helping customers succeed is spread across account management, customer service, training, sales, customer marketing, etc., you’ll get a great return by consolidating it.

Customer Success 32

Customer Success ROI Customer Service Training Study 32

ShepHyken

OCTOBER 29, 2023

This post is all about how to keep customers coming back. It will also talk about how keeping customers can help your Conversion Rate Optimization (CRO), Return on Investment (ROI), and general customer experience. Keeping your customers close is all about it, like a favorite coat that you just can’t give up.

Customer Service 69

Customer Service Loyalty Programs Ecommerce Loyalty 69

Customer Enthusiast

NOVEMBER 5, 2018

Consider customer service training. It’s true that many businesses evaluate customer service quality through surveys and other mechanisms, but these scores are influenced by variables other than customer service behaviors displayed by employees.

Training 59

Training Return on Investment Customer Service Training Exercises 59

ShepHyken

DECEMBER 12, 2016

They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service. 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.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Now available as an online/web-based training program!).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 15, 2023

Well, here’s another one, this time focusing on the ROI of the measurement. Any customer satisfaction survey a company uses should provide insights that turn into actions that create better processes, increase customer satisfaction, and ultimately provide information that gets customers to return and spend more.

Net Promoter Score 66

Net Promoter Score Self Service Customer Service NPS 66

ShepHyken

AUGUST 21, 2023

Our customer experience research finds this has become more important than ever, especially with younger customers (GenZ and Millennials). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JANUARY 28, 2024

That means organizations increasingly have to justify spending and show a clear path to ROI to protect their investments. My Comment: After all the research that has come out about customer experience and service being as important as the products companies sell, it surprises me that some organizations still feel CX is a discretionary spend.

Customer Service 71

Customer Service Customer Journeys Trends Study 71

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

CSM Magazine

AUGUST 23, 2022

In addition, a positive customer experience will create brand loyalty and better customer retention and encourage them to become brand ambassadors of your brand, recommending your offerings to all their friends and family. The ROI Value In Better Customer Service. Customer service is the lifeblood of any business.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

CSM Magazine

DECEMBER 8, 2015

While 52 percent of respondents surveyed said their Chief Financial Officer accepts that investments in improving customer experiences have a positive ROI, many companies are still more likely to invest their resources in areas other than customer service.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

Magellan Solutions

MARCH 24, 2020

This move helped the company in reaping positive ROI. Aside from phone and email support, Google also outsourced services to virtual assistants, IT specialists, and developers. by assets, it provides various specialized services such as credit cards, banking, and auto loans. Choosing the Right Customer Support Provider is Key.

Company 40

Company Customer Service Call Center Telecommunications 40

Integrity Solutions

MARCH 3, 2020

If you can spread it in your organization, the ROI is extraordinary.” Empowering Your Contact Center Managers to Act. As Samsonite’s Cimini puts it, “The power of coaching can’t be underestimated. Here are two keys to helping your contact center get the most from manager coaching. Make coaching part of the culture.

Contact Center 59

Contact Center Culture Conference Call Center 59

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 15, 2024

Cultivating a Symbiotic Cycle Between CX and EX by Mark Smith (CMSWire) You’ve probably seen these stats: happy employees fuel a stronger bottom line, and can help create happier customers, who in turn will create better business results. That is not a number that organizations can afford to ignore, in any kind of economy.

Customer Service 82

Customer Service Return on Investment Loyalty Programs Employee Experience 82

ShepHyken

FEBRUARY 15, 2021

How to Create a Customer Service Plan that Drives ROI by Krishna Charan. FreshDesk) No matter how pathbreaking the product or service is, your company’s customer perception is only as good as the support you offer. So what’s the best way to increase the likelihood of your customers staying with your company?

Customer Service 105

Customer Service Self Service Knowledge Base Guidelines 105