ShepHyken

JUNE 4, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Article 76

Article 2018 Customer Service Airlines 76

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect.

Article 147

Article 2021 Customer Service 2026 147

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

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2018 Article Customer Service Social Media 39

ShepHyken

AUGUST 6, 2018

Christopher Elliott is a consumer advocate and is suggesting to his readers that they embrace social media for customer service. And, that means the brand needs to be prepared and monitor social channels to provide the level of service that their customers expect. Follow on Twitter: @Hyken.

Article 67

Article Customer Service Social Media 2018 67

Micah Solomon

OCTOBER 26, 2018

If you still have 1995-era response commitments, such as “We strive to answer all customer emails within 24 hours,” you’re not doing business in a way that is suitable for customer expectations in 2018. Here are some of my thoughts on what it means to “do customer service training right.”).

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

Eptica

FEBRUARY 19, 2019

How do you get the word always to be part of your customers’ description of you? Customers expect, at the very least, to be treated with courtesy and professionalism. Respect your customers’ time. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

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Loyalty 2019 Customers 2018 109

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Follow on Twitter: @Hyken.

Books 81

Books Banking Magazine 2018 81

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

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2018 Customer Service Contact Center Omnichannel 40

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. Follow on Twitter: @Hyken.

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line. 16Best) We all know how marketing can enhance sales.

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2018 Article Customer Service Retail 48

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. The sales person than can out service their competitor wins.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

OCTOBER 1, 2018

My Comment: The article opens with the following line: Today’s customers expect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. You’re no longer compared to your competition, but to the companies who provide the best service.

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2018 Article Customer Service Employee Experience 18

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). This shouldn’t be seen as a bad thing: With your live chat agents handling more complex queries, they will need more time to offer the helpful, nuanced responses that your customers expect of them.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). This shouldn’t be seen as a bad thing: With your live chat agents handling more complex queries, they will need more time to offer the helpful, nuanced responses that your customers expect of them.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

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2018 Article Customer Service 2019 80