ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Here are my top five picks from last week.

2018 80

2018 Article Customer Service 2019 80

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. T-Mobile is completely overhauling how its customer service works by Chris Welch. Follow on Twitter: @Hyken.

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Article 2018 Customer Service B2B 69

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Social Media 64

Social Media Customer Service Customer Service Strategies Customers 64

CSM Magazine

APRIL 17, 2024

A Competitive Edge In an era where multiple businesses offer similar products or services, proactive customer service can set you apart from the competition. It demonstrates a level of care and innovation that positions your brand as a leader in customer experience.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

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2023 Customer Service Customer Service Representative Customer Care 62

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.

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Workshop Customer Service Training Customers Reference 98

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Well-trained operators mean better customer satisfaction. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Customer Experience 71

Customer Experience Net Promoter Score Omnichannel Measurement 71

Retently

MARCH 18, 2024

or a more detailed query, each question is a step towards understanding what makes your customers tick. Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. So, why do they matter?

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

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Omnichannel Customer Service E Commerce Social Media 98

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Customize your brand to better align with your customers’ needs.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

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Customer Experience 2007 2009 Customer Service Strategies 52

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 56

Customer Service Management Leadership Communication 56

ProProfs Chat

DECEMBER 4, 2020

While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. A great example of this is how Netflix is combining customer service and product promotions with its social accounts.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If not, this article could shed some light on why. if you want to deliver a great customer experience, you need good people.

Article 13

Article 2022 Customer Service Rewards Programs 13

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Magazine Customer Service Strategies 52

Playvox

FEBRUARY 13, 2023

With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. That makes customer retention an essential part of your financial plan — and your digital customer service strategy. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations.

Customer Service 91

Customer Service Omnichannel Customer Service Strategies Feedback 91

CSM Magazine

SEPTEMBER 9, 2022

The old adage ‘people buy from people’ underpins every good customer service strategy so bear this in mind when creating your own vision of what excellent service looks like. After all, service with a chip on the shoulder never ends well for the agent or customer.

Customer Service 52

Customer Service Customer Service Strategies Customers Interaction 52

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away.

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NPS Customer Centricity Loyalty Presentation 83

CSM Magazine

AUGUST 8, 2023

It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). Involve: in their elevated role of brand guardians, agent opinions really matter so involve them in your customer service strategy or new technology investments.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Read Shep’s latest Forbes article: Want To Retain Your Customers?

Connections 120

Connections Blog Customer Centricity Consumers 120

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 91

Customer Service Omnichannel Social Media 2020 91

delighted

JANUARY 20, 2022

Insights into customer satisfaction can help your brand develop better products, create breakthroughs in service delivery, attract ideal customers, and optimize business operations. It can also assist your company with developing and, most importantly, maintaining positive customer relationships. .

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. 3 Ways to Support Excellent Customer Service from Behind the Scenes . Shep Hyken. Keep Up Appearances. Final Thoughts.

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Blog Customer Service Management Retail 76

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. You can implement a real-time customer service plan here.

Customer Service 52

Customer Service Social Media 2018 Consumers 52

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Omnichannel service has a strong impact on immediate responses.

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Omnichannel Blog Customer Service Social Media 111

CSM Magazine

DECEMBER 15, 2022

Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. As a result, improving service levels is the top goal for 38% of contact centres in 2022. There has never been a better time to truly listen to customers. Calabrio is a trusted ally to leading brands.

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2022 Customer Journey 2019 Customers 52

CSM Magazine

AUGUST 18, 2022

Plus, 80% of consumers are consistently engaging with brands via social media. Fast-paced and people-centric platforms like Instagram also provide companies with a convenient opportunity to serve and delight their customers. How to use Instagram for customer service. Meet and exceed customer expectations.

Customer Service 52

Customer Service Marketing Social Media Customer Service Strategies 52

Magellan Solutions

AUGUST 23, 2021

Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? According to UC Today, nine out of 10 consumers want an omnichannel experience with seamless service between communication methods.

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Omnichannel Call Center Contact Center 2013 52

ProProfs Chat

APRIL 27, 2020

What’s more, the same customer service definition gets a different connotation from people who experience it first-hand as good or bad. And that’s not all, 47% of customers choose to switch to a different brand due to bad customer service within the last year while 39% of customers prefer avoiding that same company for 2 or more years.

Customer Service 101

Customer Service Definition Social Media Customers 101

NICE inContact

JUNE 7, 2018

Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. Adapting to New Tools.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business.

Consumers 98

Consumers Technology Blog Chief Customer Officer 98