ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to handle customer complaints? Fiverr has been one of my favorite online brands for years. Guess what?

2021 79

2021 Article Customer Service Customer Retention 79

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. Here are my top five picks from last week.

Article 64

Article 2022 Customer Service Sports 64

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Tracking the Customer Service Metrics That Really Count? There’s quite a bit packed into this short article.

Article 64

Article 2022 Customer Service Net Promoter Score 64

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Let me count the ways!

Article 75

Article 2020 Customer Service Culture 75

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Poised for an AI Revolution by Vala Afshar. Do Customers Trust Your Tech?

2019 99

2019 Article Customer Service Social Media 99

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson. You need to read this article now!

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. The gist of the article was that we work hard to make doing business with us easy. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience.

2009 91

2009 Entertainment Sports Workshop 91

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

2018 72

2018 Article Customer Service Loyalty 72

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Retail Social Media 98

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 60

2023 Customer Service Customer Service Representative Customer Care 60

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is Your Digital Marketing Strategy Ready for an AI Intervention? 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

2016 102

2016 Article Social Media Customer Service 102

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. My Comment: Social media enhances the customer experience.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting.

Article 81

Article 2018 Net Promoter Score Customer Service 81

NICE inContact

JUNE 7, 2018

Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Modern customer expectations have never been higher, and businesses understand that customer experience is a leading brand differentiator. This is an alarming discrepancy.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Customer Lifetime Value (CLV).

Customer Service 76

Customer Service E Commerce Rewards Programs Customer Relationships 76

CSM Magazine

APRIL 27, 2023

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. In this article, we will look at the significance of metrics and KPIs in customer service.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 52

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Customer Experience 69

Customer Experience Net Promoter Score Omnichannel Measurement 69

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience. Claron Kinny is a brand nut.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

ShepHyken

MAY 6, 2022

This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.

Customer Service 69

Customer Service Multi-Channel Omnichannel Exceptional Customer Service 69

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

CSM Magazine

APRIL 18, 2024

This not only saves time and effort for human agents but also ensures timely responses to customers. Personalized Recommendations A study by Accenture found that 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.

Social Media 52

Social Media Customer Service Representative Interaction Customer Service 52

Ecrion

APRIL 22, 2020

This is even true when it comes to communication with your consumers. This is true, in particular, when interacting with customers on a consistent basis. Otherwise, consumers will likely feel undervalued like a number in your profit margin. Even experts recognize that modern customer service expectations are rising.

Communication 77

Communication Consumers Customer Service Strategies Interaction 77

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. They were the cornerstone of the service industry, and in many ways they still are.

E-support 137

E-support Omnichannel Competitive Advantage Customer Centricity 137

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 118

Connections Blog Customer Centricity Consumers 118

Playvox

FEBRUARY 13, 2023

Related Article: Why Sweaty Betty Doesn’t Sweat Quality Management Impact Of Quality Management On Customer Retention Poor experiences send customers out the door, and it’s vastly more expensive to acquire new customers than to hang on to the ones you have. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

Kustomer

JULY 10, 2020

In a world that’s so heavily focused on utilizing digital technology and social media to create convenient experiences for consumers, making your customer service communication lines as simple, seamless and tailored as possible to specific members of your audience is a must. More meaningful conversations.

Customer Service 52

Customer Service Return on Investment Magazine Customer Service Strategies 52

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. Consumers were turning to online delivery options, and they will continue to do so. Build a Community .

E Commerce 139

E Commerce Retail Exceptional Customer Service Consulting 139

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CSM Magazine

MAY 16, 2023

To achieve this, fintech companies should look to refine three key pillars of their customer support stack, including brand recognition, voice of the customer, and service quality. This confirms that quality customer service and brand recognition go hand in hand.

B2B 52

B2B 2026 Financial Customer Centricity 52

CSM Magazine

SEPTEMBER 9, 2022

Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike. After all, service with a chip on the shoulder never ends well for the agent or customer.

Customer Service 52

Customer Service Customer Service Strategies Customers Interaction 52

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: One way to make customers love doing business with you is to be easy and convenient.

Article 12

Article Customer Service 2023 Retail 12

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Magellan Solutions

AUGUST 23, 2021

Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? According to UC Today, nine out of 10 consumers want an omnichannel experience with seamless service between communication methods.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52