ShepHyken

FEBRUARY 23, 2025

Responsive Customer Service Is Brands Secret to Success by LBB Editorial (LBBonline – Little Black Book) Layla Revis, Sprout Social’s vice president of social, content and brand marketing, tells LBB why brands need customer service presence on social media to stay competitive in 2025 and the brands already succeeding in the space.

Customer Service 77

Customer Service Social Media B2C B2B 77

Vonage

NOVEMBER 10, 2016

And, the benefits are apparent – we have been awarded customer service training and speaking contracts based on our fast responses to customers’ requests. We strive to “practice what we preach” and follow the same concepts that we teach.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

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

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

Lumoa

NOVEMBER 17, 2022

AI can analyze and gather valuable customer data that provides insight into consumer preferences and trends. . Companies must gather real-time data to keep up with ever-changing customer needs,” says Jesse Galanis, Content Manager at Switching2Mac. Check which platforms are popular with your customers and whether their needs are met.

e-support 195

e-support Customer Experience Social Media Chatbots 195

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. One of the main points is that customer service is becoming the face of a brand. 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. Implementation: Changes or improvements resulting from the analysis are implemented in the product, service, or customer experience.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

DECEMBER 22, 2024

Customer Service Statistics By Interaction, Experiences, Channels, Quality Control, Representative, Industries, Social Media And Investments by Saisuman Revankar (Coolest Gadgets) Customer Service Statistics: Customer service plays a big role in making a business successful.

Customer Service 74

Customer Service Self Service Social Media Contact Center 74

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Win the Customer

NOVEMBER 20, 2024

Reduced Customer Churn: By addressing customer concerns promptly and empathetically, businesses can reduce customer churn and retain valuable customers. Empower Your Team: Give your team the authority to make decisions and resolve customer issues without unnecessary bureaucracy.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. “I become more focused on fixing the customer’s problem and less on my mistake.” Yours Sincerely, Adam Toporek.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

ShepHyken

DECEMBER 1, 2024

Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources. Connect with Shep on LinkedIn.

Customer Journeys 74

Customer Journeys Customer Service Trends Social Media 74

ShepHyken

NOVEMBER 4, 2020

And like chicken, customer service—no matter how you serve it to your customer—is still customer service. There are many ways customers connect with the companies they do business with, be it in person, on the phone, via text, with email, on social media and more. They may have a question.

Customer Service Training 146

Customer Service Training Social Media Customer Service Representative Training 146

ShepHyken

DECEMBER 29, 2024

My Comment: The simple definition or description of social listening is to pay attention to what customers are saying about you anywhere other than directly with you. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 71

Customer Service Self Service Connections Social Media 71

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

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

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

ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), 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

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

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 155

Average Handle Time Social Media Customer Service Training Customer Service 155

ShepHyken

JUNE 7, 2017

The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

Customer Service 118

Customer Service Self Service Social Media Customer Service Training 118

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

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. 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.

Culture 155

Culture Social Media Customer Service Training Customers 155

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. Social Media Groups and Boards to Follow. Share with us in the comments below!

Resources 135

Resources Customer Service Customer Service Training Course 135

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 118

Customer Service Social Media Customer Experience Professionals Customer Care 118

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

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

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

NOVEMBER 9, 2016

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. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Self Service 128

Self Service Infographics Social Media Customers 128

Vonage

JUNE 6, 2017

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts Customer service skills: What does it take to make a great contact centre manager?

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

Social Media 100

Social Media Customer Service Customer Care Insurance 100

Comm100

MAY 10, 2018

This newly strengthened relationship comes with an added perk: complaining customers who are impressed by a company’s resolution often let their social circles know, either in person or on social media. Unfortunately, not all customers make genuine complaints. Optimize Your Customer Complaint-Handling System.

Customers 229

Customers eBook Policies Customer Service Training 229

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

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

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.

Customer Retention 154

Customer Retention Loyalty Strategy Loyalty Programs 154

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. – Text messaging is an emerging customer service power play.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. This training has to be implemented from the very beginning of employee orientation since each and every team member represents a face of the organization. Vendors have to develop an integrated approach to customer service training.

Customer Service 126

Customer Service Hotels Social Media Software 126