ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. A positive customer experience isn’t just about “feel good” experiences, it is about branding, market positioning, perception, and at the end of the day, your bottom line.

Blog 117

Blog Customer Experience Touchpoint User Experience 117

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Blog 106

Blog Effort Score Interaction Article 106

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. When customers are angry, they tell the world about it. – Shep Hyken.

Blog 80

Blog Customer Service Poor Customer Service Multi-Channel 80

ijgolding

FEBRUARY 9, 2017

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? If the amount of bad reviews online continues to grow, your business may risk losing customers.

Customer Service 52

Customer Service Airlines Fashion Sports 52

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise!

Blog 118

Blog Advertising Entertainment Sports 118

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating.

Customer Satisfaction 123

Customer Satisfaction Blog Net Promoter Score Loyalty 123

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What about the service experience was extraordinary?

Hotels 111

Hotels Blog Hospitality Guest Experience 111

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 86

Customer Service Blog Call Center Poor Customer Service 86

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Customers crave a human connection , even when they’re interacting with your company via digital channels.

Customer Service 40

Customer Service Wireless Poor Customer Service Customer Service Representative 40

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Blog 147

Blog Customer Service Poor Customer Service Consumers 147

SaleMove

OCTOBER 31, 2018

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Customers crave a human connection , even when they’re interacting with your company via digital channels.

Customer Service 40

Customer Service Wireless Poor Customer Service Customer Service Representative 40

ShepHyken

OCTOBER 18, 2019

The experiences you create for a customer is important, but how they feel about that experience is critical. In designing how you deliver emotion, consider what you can do to make customers: • happier they chose you. In short, do your customers feel happier doing business with you than your competitors? The bar is low.

Blog 88

Blog Customer Service Books Article 88

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 95

Customer Service Blog Customers Workshop 95

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event?

Blog 85

Blog Customer Service Airlines Culture 85

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 95

Feedback Blog Customer Experience Contact Center 95

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone.

Blog 111

Blog Customer Service Article Customers 111

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Blog 67

Blog Effort Score Customers Interaction 67

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. I need that customer so I need to be aggressive!

Blog 109

Blog Consulting Customers Article 109

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. The bad and the ugly of high churn. Decreasing customer churn leads to more than repeat customers and referrals.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Things aren’t as bad as they sound though.

Blog 76

Blog Social Media Healthcare 2017 76

Myra Golden

AUGUST 30, 2016

Part of what makes me good at what I do is I genuinely hate poor customer service. As it turns out, I’m not the only one who gets irritated with bad customer service. Don’t let your customer service be so bad it makes people cry, cuss, tweet or shout.

Customer Service 45

Customer Service Poor Customer Service Webinar Blog 45

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer Relationships 74

Customer Relationships Blog Call Center Presentation 74

Myra Golden

AUGUST 30, 2016

Part of what makes me good at what I do is I genuinely hate poor customer service. As it turns out, I’m not the only one who gets irritated with bad customer service. Don’t let your customer service be so bad it makes people cry, cuss, tweet or shout.

Customer Service 45

Customer Service Poor Customer Service Blog Technology 45

kommunicate

DECEMBER 13, 2023

One of the hallmarks of great customer experience (CX) is excellent customer service. It leaves a bad impression in the mind of the consumer, who, in turn, will turn into a [.] The post 13 ways chatbots are improving customer service appeared first on Kommunicate Blog.

Customer Service 52

Customer Service Blog Consumers Customers 52

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 92

Blog Technology Customer Service Management 92

BirdEye

DECEMBER 8, 2023

In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Quality of products/services: Are the products and services you offer up to snuff? Customer satisfaction: This is about how well your company meets the needs and expectations of your customers.

Management 115

Management Social Media Brands Consulting 115

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions.

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Customer Experience Return on Investment Poor Customer Service Metrics 262

BirdEye

OCTOBER 12, 2023

By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement. This blog has the 7 strategies for managing negative customer reviews. Table of contents What is a negative customer review?

2023 58

2023 Feedback Demo Consumers 58

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This article is about something that affects the quality of service delivery. I felt bad for Robert. Shep Hyken. It is evident in many companies.

Blog 74

Blog Workshop Social Media Article 74

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 94

Feedback Blog NPS Net Promoter Score 94

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Here are a few tips.

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Blog Net Promoter Score Customer Centricity Feedback 93

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You have a program in place to track Voice of the Customer data.

Blog 79

Blog Customer Service Measurement Customer Satisfaction 79

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Blog 79

Blog Loyalty Programs Advertising Loyalty 79

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

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2023 Customer Service 2024 Airlines 105