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

ShepHyken

JULY 6, 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. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

Article 65

Article 2020 Customer Service Healthcare 65

ShepHyken

AUGUST 20, 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. T-Mobile is completely overhauling how its customer service works by Chris Welch. Follow on Twitter: @Hyken.

Article 69

Article 2018 Customer Service B2B 69

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

JANUARY 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. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

CSM Magazine

APRIL 17, 2024

Insights for Product and Service Improvement Engaging with customers proactively often provides valuable feedback which can lead to improvements in products or services. This not only enhances the customer experience but also contributes to the ongoing development and innovation within a company.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

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

JUNE 4, 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. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. Follow on Twitter: @Hyken.

Article 76

Article 2018 Customer Service Airlines 76

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Social Media 64

Social Media Customer Service Customer Service Strategies Customers 64

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

2024 94

2024 Customer Service Workshop Customer Service Training 94

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.

Workshop 96

Workshop Customer Service Training Customers Reference 96

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 61

2023 Customer Service Customer Service Representative Customer Care 61

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 70

Customer Experience Net Promoter Score Omnichannel Measurement 70

ShepHyken

MAY 30, 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. If not, this article could shed some light on why. if you want to deliver a great customer experience, you need good people.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Employees, partners, and customers expect more from the organizations they support and interact with.

Customer Experience 247

Customer Experience Culture Government Innovation 247

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 55

Customer Service Management Leadership Communication 55

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Customize your brand to better align with your customers’ needs.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot.

Workshop 140

Workshop Customer Service Training Customer Service Article 140

ShepHyken

SEPTEMBER 15, 2021

Our service would be impeccable. . If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” Share this article with your team. We would make them feel like they were a guest at a fine hotel or restaurant. What would be over the top?

Hotels 168

Hotels Customer Service Training Financial Retail 168

CSM Magazine

APRIL 20, 2022

By ensuring that your customers are happy with their orders, you can minimise the chances of returns and complaints, and keep them coming back for more. What is Customer Service for Order Fulfilment and Why is it Important? What Do Customers Expect From Order Fulfilment?

Customer Service 52

Customer Service Customer Service Strategies Communication Customers 52

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. 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?

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 86

Customer Service Omnichannel Social Media 2020 86

Playvox

FEBRUARY 13, 2023

With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. That makes customer retention an essential part of your financial plan — and your digital customer service strategy. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

CSM Magazine

SEPTEMBER 9, 2022

The old adage ‘people buy from people’ underpins every good customer service strategy so bear this in mind when creating your own vision of what excellent service looks like. In turn, the team delivers better service to customers.

Customer Service 52

Customer Service Customer Service Strategies Customers Interaction 52

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. Diving Deeper: What Exactly Is Personalized Customer Service?

Customer Service 52

Customer Service Return on Investment Magazine Customer Service Strategies 52

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

CSM Magazine

OCTOBER 19, 2023

As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. When leveraged effectively, it can provide invaluable insights that leads to better decision-making and, ultimately, happier customers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

NICE inContact

JUNE 7, 2018

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Adapting to New Tools. appeared first on NICE inContact Blog.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48

CSM Magazine

JUNE 28, 2021

In this case, the company is known for going the extra mile for it’s customers. In this article we will discuss some small business customer service strategies to help you. Most customers expect brands to reply to emails within 10 minutes and to answer the phone within a few rings.

Customer Service 52

Customer Service Social Media 2018 Consumers 52

Lumoa

JUNE 14, 2023

In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. It’s facilities managers’ jobs to execute space changes during off-hours to minimize any impacts on customer experience. Shep Hyken.

Blog 75

Blog Customer Service Management Retail 75

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. Although 80% of companies believe they provide excellent customer service, a mere 8% of customers agree. How to Connect the Right Way. Make It Personal.

Connections 119

Connections Blog Customer Centricity Consumers 119

delighted

JANUARY 20, 2022

Insights into customer satisfaction can help your brand develop better products, create breakthroughs in service delivery, attract ideal customers, and optimize business operations. It can also assist your company with developing and, most importantly, maintaining positive customer relationships. . Customer Effort Score.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

NICE inContact

FEBRUARY 14, 2018

Given advancements and tools available to businesses, every interaction, every purchase, every previously opened ticket should be easily available to inform agents and create a customized dialogue. Read the original article in it’s entirety on ICMI.com. Embracing Emerging Tools.

Omnichannel 48

Omnichannel Customer Experience Consumers Innovation 48

CSM Magazine

AUGUST 18, 2022

If, like many companies, you can’t be available at all times, create quick responses to let your customers know when your service agents will be online. Meet and exceed customer expectations. As you develop your Instagram customer service strategy, pay close attention to the expectations of your audience.

Customer Service 52

Customer Service Marketing Social Media Customer Service Strategies 52