Ecrion

MARCH 12, 2020

.” While he was speaking about a person’s reputation, the same can be said about a brand. Brand reputation management isn’t always that dramatic, but you don’t need your stock to be poisoned for your company to take a hit. Here are some reputation management tips your company needs to implement.

Brands 86

Brands Management Social Media Feedback 86

ShepHyken

NOVEMBER 22, 2019

Today, a brand or service’s ability to deliver excellent customer service is a badge of honor. Consistently voted as one of the top brands that can deliver a one-of-a-kind customer experience, the brand refers to itself as “a service company that happens to sell shoes, handbags, and more.” Consider the following: 1.

Blog 142

Blog Exceptional Customer Service Multi-Channel Communication 142

ShepHyken

OCTOBER 4, 2019

These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands. In 2020 , customer experience will overtake price and product quality as the key brand differentiator. An effective customer engagement platform allows you to reward your brand loyals.

Blog 121

Blog Brands Engagement ROI 121

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. Push for change actively.

Blog 91

Blog Brands Customer Experience Net Promoter Score 91

ShepHyken

JUNE 14, 2019

65% of customers find a positive customer experience with a brand to be more influential than great advertising (PWC). In a world of abundant (and sometimes overwhelming) choice, customers are empowered to select or ignore brands easier than ever. What makes a brand stand out the most? The customer’s experience with the company.

Blog 134

Blog Customer Retention Contact Center Customers 134

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Train your sales team using the right technology.

Customer Service Training 154

Customer Service Training Brands Blog Customer Service 154

ShepHyken

MAY 31, 2019

If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. Same goes for a poor experience and how badly it turned you off from that company, brand or product.

Blog 118

Blog Customer Experience Touchpoint User Experience 118

ShepHyken

APRIL 5, 2019

The latest chatbots aren’t just there to answer questions; they can organize the often-complicated customer journey into a seamless and customised cycle, allowing brands to engage with their customers in a more impactful way. For many modern brands, chatbots represent the first step in a move to digital agility and transformation.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. Remember the days when “another satisfied customer” was the greatest mark of success for any brand? What’s your favorite brand and why? Shep Hyken.

Customer Satisfaction 123

Customer Satisfaction Blog Net Promoter Score Loyalty 123

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Why Knowledge is power We live in a knowledge-based economy, with customers demanding more detailed information from brands, across more channels than ever before. Published on: January 09, 2020.

2019 65

2019 Blog 2020 Leadership 65

Lithium

DECEMBER 31, 2021

Your brand will be stressed no matter what -it's best to eliminate the stress you can control, rather than come at it flat-footed. While below are some helpful tips, it’s critical to take a day-by-day, or even hour-by-hour approach, and evaluate what next steps make the most sense for your brand as events continue to develop.

Brands 40

Brands Management Communication Social Media 40

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

transcosmos Information Systems

FEBRUARY 20, 2017

From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now! The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Apart from the ones we’ve listed in 2015 ).

Blog 98

Blog Customer Service E Commerce E-support 98

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Rather than spending lots of money on a brand new central database, make breaking down data siloes your company’s immediate priority. Shep Hyken.

Blog 119

Blog Customer Experience Retail Consumers 119

ShepHyken

SEPTEMBER 8, 2017

And if you don’t know the answer, it’s completely fine to ask for help from your CEO or manager. What matters to you more, building more brand awareness or helping more people? The post Guest Blog: 5 Lessons I’ve Learned from Answering Support Tickets appeared first on Shep Hyken. It’s never or will ever be about you.

Blog 160

Blog Airlines Advertising Article 160

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later.

Blog 110

Blog Hotels Workshop 2016 110

ShepHyken

AUGUST 30, 2019

This eye-opening case study states that “segmentation has been vital to the success of NIVEA Sun and allowed the brand portfolio to grow to over 40 products.” As a matter of fact, 97 percent of consumers say customer service is a big factor when it comes to brand loyalty. How do you get them to stay loyal to your business?

Blog 106

Blog Loyalty Programs Loyalty Lifetime Customer 106

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. Furthermore, 58% of moms don’t have a certain brand in mind when they are looking for product. Plus, it also showcases that the brand cares about the same issues as its customers do.

Loyalty 119

Loyalty Retail Blog Loyalty Programs 119

ShepHyken

MARCH 22, 2019

If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children. This week we feature an article by John Boccuzzi Jr. Shep Hyken.

Blog 109

Blog Customer Experience User Experience Technology 109

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Comm100

OCTOBER 19, 2022

Omnichannel customer service intelligently connects every channel and allows agents to manage them from a single, unified console. Sentiment analysis comes in handy when you examine brand monitoring, market research, product analytics, and customer service. This feature is like the brand guide for your chatbot.

Blog 91

Blog Omnichannel Interaction Measurement 91

ShepHyken

OCTOBER 11, 2019

Unfortunately, many senior leaders, managers, and frontline team members don’t understand that every business is a people business. As a reader of Shep’s blog, I’ll assume you know you’re in the people business. Read Shep’s latest Forbes article: Ten Ways To Handle A Brand Crisis.

Blog 97

Blog Technology 2008 Customer Experience 97

ShepHyken

DECEMBER 14, 2018

Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust.

Blog 104

Blog Customer Experience Government Article 104

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive. Shep Hyken .

Blog 127

Blog Management Hotels 2016 127

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Blog 86

Blog Measurement Customer Centricity Article 86

ShepHyken

MAY 11, 2018

To kill two birds with a single bullet, you can opt to create such videos, not only as support tools but also to drive your marketing and brand equity to decimate the competition. If you are gunning for branding, using this kind of technology can be a major step to accelerate the process.

2018 100

2018 Blog Customer Service B2B 100

ShepHyken

MAY 17, 2019

Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated. Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. The post Guest Blog: Thank Your Customer With Actions Not Words appeared first on Shep Hyken.

Blog 111

Blog Loyalty Customers 2021 111

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. The post Guest Blog: How to Create Customer Loyalty in the Healthcare Space appeared first on Shep Hyken. Shep Hyken.

Healthcare 127

Healthcare Loyalty Blog Insurance 127

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Performance Management Software Solutions.

Blog 107

Blog Engagement Technology Feedback 107

ShepHyken

JUNE 9, 2017

And you should definitely do your best to provide each and every one of them with the best experience possible when they engage with your brand. But, let’s face it: Not every customer is going to become a loyal, raving-mad fanatic of your brand. Your goal should be to determine: What they want to accomplish by engaging with your brand.

Blog 99

Blog Net Promoter Score Article Customers 99

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. A developer and/or product manager should provide a demo of any service. Shep Hyken. These are critical hires. Positivity. Adaptability.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. They are tech savvy, expect more, are not afraid of complaining and have no regrets on switching brands. – Shep Hyken .

Blog 126

Blog Social Media Mobile Customer Service Innovation 126

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.

Social Media 53

Social Media Blog ROI Brands 53

ShepHyken

DECEMBER 15, 2017

According to a Walker study, with customer experience set to take over brand and product by 2020 as the key differentiator, organizations must communicate their consumers wants and needs to employees. Presenting customer feedback to employees needs to be part of any effective management performance programme.

Blog 120

Blog Customer Centricity Feedback 2017 120

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective. Give credit where credit is due.

Culture 86

Culture Blog Workshop Communication 86

ShepHyken

DECEMBER 21, 2018

In this age of social media, unhappy customers can cause extensive damage to your brand. CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. The post Guest Blog: 10 Surefire Ways to Improve CSAT Score appeared first on Shep Hyken.

Blog 96

Blog Customer Satisfaction Culture Social Media 96

ShepHyken

AUGUST 2, 2019

On the phone, contact is easier to manage due to the fact that you can get away with your body language and facial expressions. This might seem like common sense, but many people ignore brands with rude employees. The post Guest Blog: The Importance of First Impressions in Customer Service appeared first on Shep Hyken.

Blog 112

Blog Customer Service Article Customers 112