Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Download Now. Set Clear Objectives.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

Article 86

Article 2018 Airlines Customer Service 86

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

Think Customers

APRIL 14, 2015

One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers.

Connections 83

Connections Social Media Contact Center Customer Centricity 83

ShepHyken

MARCH 20, 2017

If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

AUGUST 15, 2016

4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Multichannel Merchant) Here are 4 tips for delivering a richer experience this summer so you can catch online customers in the buying mood before they head off to sunnier pursuits. Call it a “richer” customer experience.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? You can’t answer with “Because we have great customer service.”

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

OCTOBER 24, 2016

How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels. 3 Tools for Improving the Customer Experience in Government by William D.

2016 119

2016 Article Customer Service Government 119

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. Be amazing on social media – Social media is meant to be social. And, when it comes to customer service, it’s not just about responding to complaints. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

2017 76

2017 Article Customer Service Social Media 76

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. That same agreement, however, is often lacking when it comes to company’s vision of customer experience.

2016 127

2016 Article Customer Service 2017 127

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. In this post, we will cover: What is a customer journey map?

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

ProProfs Chat

DECEMBER 22, 2019

Proactive customer service is thinking wisely about problems that the customers may face in the future and resolving them before the customers start facing them. So, this approach can be defined as an anticipated effort to identify and resolve customer’s issues even before they perceive them or have them. .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 100

Customer Service Social Media Customer Service Training Customers 100

CSM Magazine

JANUARY 27, 2021

Providing a great customer experience has never been more important than it is today. Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

Customer Alignment

AUGUST 15, 2017

In this time of personalisation, automation and rapid technology development, airlines don’t seem to be able to harness these enablers to get the basics right to deliver a seamless and connected customer experience, let alone a differentiated one. Delays happen and most customers are accepting of this.

Airlines 40

Airlines Customer Experience Travel Social Media 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

Ascribe

AUGUST 24, 2021

You get a wealth of data from your customers, but it’s not typically in a form that you can use with traditional analytics tools. Your company needs a specialized approach to get the most out of your customer feedback, allowing you to offer the best customer experience. Techniques for Customer Feedback Analysis.

Feedback 40

Feedback Social Media Net Promoter Score Customers 40

Ascribe

AUGUST 24, 2021

You get a wealth of data from your customers, but it’s not typically in a form that you can use with traditional analytics tools. Your company needs a specialized approach to get the most out of your customer feedback, allowing you to offer the best customer experience. Techniques for Customer Feedback Analysis.

Feedback 40

Feedback Social Media Net Promoter Score Customers 40

ProProfs Chat

FEBRUARY 7, 2020

At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media. The influx of such advancements made customer service challenges, instead of easing it out.

Multi-Channel 106

Multi-Channel Customers Social Media Definition 106

transcosmos Information Systems

FEBRUARY 13, 2018

While many were skeptical about this idea, Bezos proved them wrong when his company made actual drone deliveries for the first time to customers in the UK in December 2016. Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”.

2009 84

2009 2013 2015 2016 84

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? The live agents most often do their job correctly and help answer questions and solve customers’ issues and often do so in a friendly and quality manner. I tried that to no avail.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. Why You Have Customer Churn and What You Can Do About It by Vanessa Rombaut.

2016 78

2016 Article Customer Service Books 78

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. doesn’t have a customer care number. The result?

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

2017 17

2017 Article Customer Service Social Media 17

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. She was tapped to look after the customer experience as a whole as company growth accelerated. Angus Yang. Blake Morgan.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Adam Toporek. Adrian Swinscoe.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Kayako

NOVEMBER 21, 2018

For instance, Chick-Fil-A’s customer service is so noteworthy it spawned countless memes and is one of the keys to them generating more revenue per restaurant than any other fast food chain in the U.S. The brands mentioned above aren’t just shaping the customer service experience for their customers.

Culture 48

Culture Banking Customer Service Customers 48

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. My Comment: There are some basics in delivering an excellent customer service experience on social media.

Article 13

Article 2018 Customer Service Social Media 13

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52