Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. By 1976, the opening of the Four Seasons in San Francisco which entered into a management contract for The Clift already defined true luxury. When the Four Seasons in Washington, D.C.

Books 46

Books Blog Hotels 2010 46

BlueOcean

SEPTEMBER 4, 2019

Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. Below we discuss the pros and cons of in-house versus outsourced customer service.

Contact Center 159

Contact Center Customer Service Customer Care Customers 159

CSM Magazine

OCTOBER 5, 2023

You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. It’s not just about reducing claims; it’s about valuing your customers’ safety. Lastly, ensure that you communicate safety information to your customers.

Travel 59

Travel Measurement Customers Hotels 59

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”.

2021 82

2021 Article Customer Service Retail 82

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. Instead of doing a survey course on all the different privacy laws, focus on teaching only the strictest interpretation of the laws that impact how your staff interact with customers.

Customer Service 115

Customer Service Document Customers Measurement 115

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Yet, seasonal hiring is not unique to retail during the holidays.

Blog 107

Blog Customer Service Tourism Retail 107

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Be it a new or seasoned company, before creating a CX strategy to improve your.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. Be it a new or seasoned company, before creating a CX strategy to improve your.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Life for your frontline agents will inevitably get stressful unless you’re frank and honest with them about how hard the seasonal spike will be. Ready for your peak season holiday spikes? Read this next!

Contact Center 136

Contact Center 2018 2014 Retail 136

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. This is why you rarely see more than three or four customers in line at Aldi. Here are some more ways retail stores can cut the queues and reduce customer waiting time.

Retail 52

Retail Loyalty Programs Sales Customers 52

Forrester's Customer Insights

NOVEMBER 20, 2023

Practice inclusive design this holiday season to unlock on long-term benefits. Here are four ways to implement responsible design.

B2C 61

B2C Retail Marketing Customers 61

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. area with his wife and four children. The biggest takeaway from the book? The post K.I.S.S

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2013 2011 2012 2010 244

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. More Resources on This Topic.

Books 310

Books Hotels Travel Connections 310

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser. Here’s Why.

2020 153

2020 Article Customer Service Airlines 153

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. In hectic and stressful seasons, getting away from your desk may seem impossible, but it is necessary for your mental health.

Customer Success 86

Customer Success Management Blog Customers 86

ChurnZero

NOVEMBER 23, 2022

The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. Except when it comes to customer engagement. Customers use the inevitable chaos of the holiday season as grounds to dodge meetings and put off signing contracts. Here’s the four-step process to accelerate your deals.

Sales 98

Sales B2B Definition Blog 98

Myra Golden

NOVEMBER 6, 2020

This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Watch my short video to discover four things to keep in mind for customer service this season.

Customer Service 45

Customer Service Management 2020 Consumers 45

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Download Customer Retention 2021 98

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Here are my top five picks from last week.

Article 71

Article 2019 Customer Service Airlines 71

Optimove

AUGUST 23, 2022

An evening of lively discussions centered around the future of customer retention. Now you may be wondering – what do gaming and retail marketers have in common with one another regarding customer retention? Because let’s get one this straight – customers are more likely to return if they know they can trust you.

Customer Retention 52

Customer Retention Marketing Retail Banking 52

ShepHyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. Not only is there a desire to spend among consumers, but we’re seeing the holiday shopping season is critical for SMBs to meet their business goals. Protect Parcels From Your Doorstep to The Customer’s.

E Commerce 76

E Commerce E-support Insurance 2021 76

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers? What should they change?

Article 103

Article 2020 Customer Service Magazine 103

Eptica

JUNE 24, 2020

Date: Wednesday, June 24, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 1: Start with an audit. To help companies prepare their customer service for Peak we’re running a three-part series to share best practice and ideas that can be used with your team.

Customer Service 79

Customer Service 2020 Consumers Retail 79

Optimove

MARCH 24, 2022

One primary idea we aggressively push – since it is backed by the strongest research possible – is that brands must prioritize investing in engaging existing customers BEFORE acquiring new ones during peak times. Yes, we know – it may sound crazy for many people in marketing.

Sports 52

Sports Fashion B2C Retail 52

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Blog 114

Blog Customer Service Hospitality 2014 114

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

Gainsight

FEBRUARY 28, 2024

Imagine a warm October day in the bustling streets of New York, where four remarkable women stride down Fifth Avenue, laughter echoing in their wake. Their camaraderie seems seasoned, yet they’ve just met. Their dedication to revolutionizing customer experience. What unites them? Want to hear more from these trailblazers?

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

Optimove

OCTOBER 20, 2022

Consumers are already indicating they plan to tighten their belts during the upcoming holiday shopping season. consumers surveyed* (35%) responded that they will spend less in the 2022 holiday season than in 2021. Customer-led marketing still delivers brands an average increase of 33% in customer lifetime value.

Customer Relationships 52

Customer Relationships Consumers Marketing 2007 52

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. This article includes four trends.

2021 94

2021 Article Customer Service B2B 94

Beyond Philosophy

JULY 23, 2022

However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. In this episode, we explore the implications of the Long Tail strategy for customer experiences and how we can learn a lot from Netflix’s mistakes in this area.

Reference 97

Reference Consulting Financial Books 97

Optimove

NOVEMBER 28, 2019

Four years ago, Netflix had almost no competition, Microsoft’s stock was still treading around $50 a share, and TikTok did not exist. Similarly, online customers’ tendencies around the holidays also seem to have some steady features to them. It showed that existing customers are more valuable than new ones during the holidays.

2018 59

2018 2017 2016 Retail 59

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year.

Article 69

Article 2022 Customer Service Hospitality 69

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse. It can make an angry customer angrier.

Customers 121

Customers Document Communication Events 121

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged. How does a referral program work?

Reference 93

Reference Social Media Travel Customer Retention 93