ShepHyken

SEPTEMBER 15, 2017

Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data. Final Thoughts.

Customer Engagement 194

Customer Engagement Blog Engagement Marketing 194

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Like/Dislike.

Blog 186

Blog Feedback Measurement Information 186

ShepHyken

NOVEMBER 22, 2019

Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones. In fact, according to an article published in The Washington Post , “[…]in general, we tend to notice the negative more than the positive.”. Consider the following: 1.

Blog 140

Blog Exceptional Customer Service Multi-Channel Communication 140

ShepHyken

JUNE 14, 2019

80% of consumers believe speed, convenience, and knowledgeable help are the most important factors to a positive customer experience (PWC). 65% of customers find a positive customer experience with a brand to be more influential than great advertising (PWC). What makes a brand stand out the most?

Blog 134

Blog Customer Retention Contact Center Customers 134

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

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 117

Blog Customer Experience Touchpoint User Experience 117

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. Use positive body language and engage with customers.

Customer Service Training 152

Customer Service Training Brands Blog Customer Service 152

InMoment XI

FEBRUARY 29, 2024

When it comes to SEO and local SEO, there is not an exact list of everything you need to do to rank in the top positions. The business owner would then create localized content such as blog posts about upcoming local events where they will be showcasing their products. How Does Local SEO Work? How Long Does a Local SEO Strategy Take?

Events 260

Events Social Media Management 2024 260

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 115

Blog Customer Experience Contact Center Customer Journey 115

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 89

Blog Brands Customer Experience Net Promoter Score 89

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. To no surprise, this experience left a positive impression on me. Think about that example for a moment.

Blog 108

Blog Hotels B2C Loyalty 108

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity.

Retail 529

Retail Customer Experience E Commerce Airlines 529

ShepHyken

NOVEMBER 29, 2019

This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. And you know what that means?

Technology 131

Technology Blog Customer Experience Social Media 131

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. While businesses like to think they can regulate and monitor their brand reputation, customers most certainly define it – now more than ever. Shep Hyken.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

ShepHyken

AUGUST 25, 2017

Exclamation points can work well for positive situations. #3: 3: Ensure your chatbot aligns with your brand. View a chatbot as an extension of your brand — it’s the first interaction many consumers will have with your company! Use language that fits your brand. Use your brand’s colors.

Blog 147

Blog Customer Service Poor Customer Service Consumers 147

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. It’s not just about fixing problems when they pop up; it’s more about actively building a positive image for your company. Explore more on this in our detailed blog about real estate reputation management. That’s almost everyone!

Brands 109

Brands Management Social Media Feedback 109

ShepHyken

APRIL 12, 2019

Many of these employees were tasked with challenging customer-facing positions. Even where seasonal help spends most of their time in non-customer facing positions, they will inevitably interact with customers. Joel Gottesman is a practicing attorney, customer service enthusiast, husband, father, and admirer of customer-centric brands.

Blog 107

Blog Customer Service Tourism Retail 107

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. In the best-case scenario, such chatter can create a positive buzz around your business. Positive reviews directly from satisfied customers bring credibility no self-promotion can replicate.

Management 108

Management Social Media 2007 Reference 108

Avaya

JUNE 9, 2016

Trying to be positive, I texted back that they were okay, but that he might want to consider another shoe or even another brand. Interestingly, he declined and said he would wait for his favorite manufacturer to issue another new shoe—he has bought the same brand for years and wouldn’t even consider another one.

Brands 40

Brands Customer Experience Magazine Social Media 40

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Make sure the environment is positive and encourages growth. Make sure you are positioning yourself for success!

Call Center 76

Call Center Leadership Blog Contact Center 76

ShepHyken

NOVEMBER 16, 2018

Social networking sites and live chat puts you directly before your customer; you can’t forfeit your customer to keep up your brand position. As a matter of fact, when you don’t react to a question, you harm your brand reputation since that data is available to a great many people.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

ShepHyken

AUGUST 2, 2019

No matter the significance of your job and the size of your business, professionalism is always a positive thing. This might seem like common sense, but many people ignore brands with rude employees. Having a positive attitude and trying to solve problems makes a big difference. Know your stuff. Be respectful.

Blog 110

Blog Customer Service Article Customers 110

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. The post Guest Blog: Voice of the Customer Begins with Voice of the Employee appeared first on Shep Hyken.

Blog 119

Blog Customer Centricity Feedback 2017 119

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Customers are smarter than ever and we must know how to create a positive experience. Does the customer feel a strong commitment to you and your brand? Can you use emotion to take a generic offering and brand it? Shep Hyken .

Blog 126

Blog Management Hotels 2016 126

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Why social media reputation is essential for brands? Why social media reputation is essential for brands?

Social Media 115

Social Media Management Brands Communication 115

delighted

SEPTEMBER 21, 2023

So, how do brands stand out from the competition? By highlighting the positive experiences of customers on your website or other online platforms, you can validate your brand’s awesomeness to potential customers and persuade them to purchase from you. Why are customer testimonials so important?

Net Promoter Score 84

Net Promoter Score NPS Social Media Blog 84

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. Positivity. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

SEPTEMBER 21, 2018

We here all the time of wondrous new technology such as AI, VR, Chatbots and the like, that take us further from customers, pushing customers to self-serve and engaging with us as a personal brand. All positioned as aiding the customer, not to mention the cost savings in labor to the retailer. appeared first on Shep Hyken.

Blog 103

Blog Customer Experience 2017 Social Media 103

Comm100

DECEMBER 8, 2020

For instance, 8 out of 10 customers report engagement with a chatbot as positive. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. Still, wondering how a chatbot can positively influence customer satisfaction and resulting sales? No one likes a brand that’s stuck in the past.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. Explore diverse content formats such as joint blog posts, Instagram takeovers, or collaborative design projects.

Marketing 110

Marketing Social Media Advertising Workshop 110

BirdEye

JANUARY 25, 2024

But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. This dilutes brand recognition and risks confusing followers.

Social Media 110

Social Media Brands Multi-Channel Demo 110

ShepHyken

OCTOBER 27, 2017

When the topic of customer service comes up, the most common associations aren’t typically positive ones. Over the years, brands have experimented with a variety of methods to most effectively serve their customers. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

Customer Service Strategies 83

Customer Service Strategies Blog Customer Service Hotels 83

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 115

Management Social Media Brands Consulting 115

ShepHyken

JANUARY 11, 2019

This process shouldn’t be different for a large company that receives thousands or hundreds of thousands of positive feedback pieces each year. Positive feedback can also be used in a meaningful way. People are already saying that they are advocates of your brand. Next time I ran an event, I ordered 250 cupcakes from her store.

Feedback 93

Feedback Blog NPS Net Promoter Score 93

ShepHyken

MAY 18, 2018

Advertising and marketing your brand is costly, and it’s never certain whether these efforts will attract enough new customers to justify the cost of expensive advertising. Never underestimate the value of a customer base that is loyal to your brand, though. Attracting new customers can be expensive. The Experience.

Blog 79

Blog Loyalty Programs Advertising Loyalty 79

ShepHyken

SEPTEMBER 28, 2018

One or a combination of the digital strategies mentioned here will lay the groundwork for a highly engaged workforce and positive outcomes for the business over time. Read Shep’s latest Forbes Article: Dreamforce Recap: Five Ways To Create Brand Advocates.

Blog 106

Blog Engagement Technology Feedback 106

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. To make the most of this influence, showcase the positive experiences of others.

Social Media 97

Social Media Feedback Advertising Customers 97