ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi. My Comment: John Boccuzzi knows retail. In this short article he shares six lessons about customer service he learned from a cheese retailer.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

MARCH 26, 2018

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. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. 10 Innovative Ways to Excite Your Customers by Deep Patel.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. This article highlights a recent J.D. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

MARCH 20, 2017

As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. My Comment: One of the more powerful customer loyalty strategies a company (any company, not just retailers) can have is to be able to market to and add value to the customer through their mobile number.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

JUNE 20, 2018

And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Walmart disrupted local businesses when they came into a community.

Customer Service 97

Customer Service Social Media Customer Relationship Management Customer Service Training 97

ShepHyken

OCTOBER 21, 2019

Retail Customer Experience) Which single metric correlates most strongly with a brand’s retail success? We can all relate to this humorous example of a customer trying to get his TV to work. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 79

Article 2019 Customer Service B2B 79

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. Follow on Twitter: @Hyken.

2016 88

2016 Article Social Media Customer Service 88

ShepHyken

AUGUST 14, 2017

The reality is you would never want to say any of these things to a customer in any form of communication. to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. Read this article about five ways successful retailers have innovated to make a better CX.

2017 79

2017 Article Customer Service Retail 79

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. That’s balance. There are other forms of digital experiences.

Customer Service Training 97

Customer Service Training Retail Connections Customer Service 97

ShepHyken

DECEMBER 9, 2019

Whether it’s seasonal or cyclical, this list will give you ideas for a busy time in any industry (not just retail). Customer-first: Lessons From Small Town Shop by Natalya Bucuy. ” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. You’ll smile. And, they won’t spam you.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

JUNE 12, 2017

My Comment: This is a fascinating article that focuses on “micro-moments” that have big impact on the customer experience. Or, in the retail world it can be the way a product is positioned. We all want to create a great customer experience (I assume we all do). The micro-moment happens in under three seconds.

2017 77

2017 Article Customer Service Metrics 77

ShepHyken

JANUARY 25, 2017

And, typically great value, as in low price, doesn’t always come with great service. Since they are an online retailer, I went to their website and clicked on “Contact Us.” Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Recently my razor broke.

Customer Service 92

Customer Service 2011 2012 Customer Focused 92

Stella Connect

JANUARY 25, 2018

Regardless of how your performance management program is structured, every coaching, QA, and customer service training session should advance the goal of creating brand, policy, and product experts (aka “brand superheroes” ) with the authority and confidence to resolve any customer issue. The concierge approach.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. My Comment: AI fueled customer service is under a microscope. Follow on Twitter: @Hyken.

2017 37

2017 Article Customer Service Competitive Advantage 37

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi. My Comment: John Boccuzzi knows retail. In this short article he shares six lessons about customer service he learned from a cheese retailer.

2017 16

2017 Article Customer Service Social Media 16

ShepHyken

DECEMBER 2, 2019

If you’ve been following my work, you know that one of my favorite sayings is, “What is happening on the inside of the organization is felt on the outside by the customer.”. The Top 10 Technology Trends In Retail: How Tech Will Transform Shopping In 2020 by Bernard Marr. Here are 10 of the top tech trends that will transform shopping.

2019 20

2019 Article Customer Service Culture 20

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132