ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Blog 117

Blog Customer Experience Touchpoint User Experience 117

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Use positive body language and engage with customers.

Customer Service Training 153

Customer Service Training Brands Blog Customer Service 153

ShepHyken

APRIL 5, 2019

The latest chatbots aren’t just there to answer questions; they can organize the often-complicated customer journey into a seamless and customised cycle, allowing brands to engage with their customers in a more impactful way. For many modern brands, chatbots represent the first step in a move to digital agility and transformation.

Blog 116

Blog Customer Experience Contact Center Customer Journey 116

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. Push for change actively.

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Blog Brands Customer Experience Net Promoter Score 89

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. To no surprise, this experience left a positive impression on me. Think about that example for a moment.

Blog 108

Blog Hotels B2C Loyalty 108

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. And you know what that means?

Technology 132

Technology Blog Customer Experience Social Media 132

ShepHyken

AUGUST 25, 2017

Exclamation points can work well for positive situations. #3: 3: Ensure your chatbot aligns with your brand. View a chatbot as an extension of your brand — it’s the first interaction many consumers will have with your company! Use language that fits your brand. Use your brand’s colors.

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Blog Customer Service Poor Customer Service Consumers 147

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. In the best-case scenario, such chatter can create a positive buzz around your business. Positive reviews directly from satisfied customers bring credibility no self-promotion can replicate.

Management 107

Management Social Media 2007 Reference 107

ShepHyken

APRIL 12, 2019

Many of these employees were tasked with challenging customer-facing positions. Even where seasonal help spends most of their time in non-customer facing positions, they will inevitably interact with customers. Joel Gottesman is a practicing attorney, customer service enthusiast, husband, father, and admirer of customer-centric brands.

Blog 108

Blog Customer Service Tourism Retail 108

Avaya

JUNE 9, 2016

Trying to be positive, I texted back that they were okay, but that he might want to consider another shoe or even another brand. Interestingly, he declined and said he would wait for his favorite manufacturer to issue another new shoe—he has bought the same brand for years and wouldn’t even consider another one.

Brands 40

Brands Customer Experience Magazine Social Media 40

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Make sure the environment is positive and encourages growth. Make sure you are positioning yourself for success!

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Call Center Leadership Blog Contact Center 76

ShepHyken

NOVEMBER 16, 2018

Social networking sites and live chat puts you directly before your customer; you can’t forfeit your customer to keep up your brand position. As a matter of fact, when you don’t react to a question, you harm your brand reputation since that data is available to a great many people.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

ShepHyken

AUGUST 2, 2019

No matter the significance of your job and the size of your business, professionalism is always a positive thing. This might seem like common sense, but many people ignore brands with rude employees. Having a positive attitude and trying to solve problems makes a big difference. Know your stuff. Be respectful.

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Blog Customer Service Article Customers 111

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Customers are smarter than ever and we must know how to create a positive experience. Does the customer feel a strong commitment to you and your brand? Can you use emotion to take a generic offering and brand it? Shep Hyken .

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Blog Management Hotels 2016 127

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Positivity. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken.

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Blog Customer Service Customer Service Representative Customer Service Training 83

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. Explore diverse content formats such as joint blog posts, Instagram takeovers, or collaborative design projects.

Marketing 109

Marketing Social Media Advertising Workshop 109

BirdEye

JANUARY 25, 2024

But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. This dilutes brand recognition and risks confusing followers.

Social Media 109

Social Media Brands Multi-Channel Demo 109

Comm100

DECEMBER 8, 2020

For instance, 8 out of 10 customers report engagement with a chatbot as positive. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. Still, wondering how a chatbot can positively influence customer satisfaction and resulting sales? No one likes a brand that’s stuck in the past.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 113

Management Social Media Brands Consulting 113

ShepHyken

OCTOBER 27, 2017

When the topic of customer service comes up, the most common associations aren’t typically positive ones. Over the years, brands have experimented with a variety of methods to most effectively serve their customers. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. Attracting new customers can be expensive. The Experience.

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Blog Loyalty Programs Advertising Loyalty 79

ShepHyken

JANUARY 11, 2019

This process shouldn’t be different for a large company that receives thousands or hundreds of thousands of positive feedback pieces each year. Positive feedback can also be used in a meaningful way. People are already saying that they are advocates of your brand. Next time I ran an event, I ordered 250 cupcakes from her store.

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Feedback Blog NPS Net Promoter Score 94

ShepHyken

SEPTEMBER 28, 2018

One or a combination of the digital strategies mentioned here will lay the groundwork for a highly engaged workforce and positive outcomes for the business over time. Read Shep’s latest Forbes Article: Dreamforce Recap: Five Ways To Create Brand Advocates.

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Blog Engagement Technology Feedback 107

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. To make the most of this influence, showcase the positive experiences of others.

Social Media 97

Social Media Feedback Advertising Customers 97

ShepHyken

APRIL 26, 2019

Wish to inspire a step-change in how customers interact with your brand digitally ? Recent research has acknowledged that, yes, strong branding is influential in buying decisions, but so is relevance. Many brands are stung by the struggle of creating products or processes that do not align with customer needs.

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Blog Article Technology NPS 87

ShepHyken

MARCH 15, 2019

It’s all part of the critical need to deliver an overall positive retail customer experience that gives shoppers a reason to come into the stores instead of just surfing online. Chain brands need to standardize customer experiences across locations; the look and feel of stores should be the same no matter which one a customer visits.

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Blog Customer Service Management Retail 75

ShepHyken

NOVEMBER 2, 2017

For example, if after your purchase your competitor sent you a thank you email with a giveaway, handy tips for the product or 10% off your next purchase with a long expiry date, it can make the customer feel valued and is a positive way to strengthen the relationship, it’s definitely worth considering for your company.

Blog 76

Blog Customer Service Social Media Advertising 76

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. Is your business making positive contributions to the environment or society? Shep Hyken. Green Practices to Follow.

Blog 85

Blog Loyalty 2011 2013 85

BirdEye

OCTOBER 16, 2023

In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. SEO reputation management is equal to your business having a positive online presence, especially on the first page of SERPs. 81% of consumers search online before physically going into a store.

Management 108

Management Demo Brands Consumers 108

ShepHyken

AUGUST 11, 2017

You know them – they are the brands you love. Embrace all feedback, the positive and the negative. Positive feedback is great stuff. CEOs can provide recognition for positive feedback and also raise alarm bells for fast action based on negative feedback. There are only a few customer-obsessed companies.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

ShepHyken

JANUARY 4, 2019

Studies show that businesses that provide a positive experience to their buyers positively impact their profitability. It is easy for an individual representing a ‘fun’ brand to cross over from informal to unprofessional. Customer service is one of the primary drivers of growth in many organizations.

Customer Service Training 79

Customer Service Training Blog Customer Service Article 79

ShepHyken

NOVEMBER 30, 2018

By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. Consistency instead refers to a singular, on-brand commitment to customer centricity. The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken.

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Blog Omnichannel Average Handle Time Contact Center 95

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 132

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. It’s the perception of being right that draws the customer back to a company’s brand to solve a problem, make a demand or request a response. I am a big advocate of the policies and procedures myth! Shep Hyken.

Blog 0

Blog Customer Service Communication Customers 0

ShepHyken

DECEMBER 13, 2019

Vendors must have a realistic, positive attitude towards your brand – they should be eager to work with you and help grow your business. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. Considerations must also be made if they are a large enterprise and you are much smaller.

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Blog Demo Competitive Advantage Insurance 101

ShepHyken

NOVEMBER 17, 2017

Your brand must consistently engage with customers on the platforms and channels that are available at the time. You will find that customers advocate for your business in positive reviews and that the data from online reviews can help you improve the customer experience to increase overall customer engagement.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

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. To begin, let’s think literally, taking the words at face value.

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Contact Center Customer Satisfaction Loyalty Interaction 76