ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. Customer behavior is becoming more dynamic. The customers making a complaint are actually expecting a solution.

Blog 109

Blog Poor Customer Service Advertising B2B 109

Think Customers

APRIL 5, 2016

Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent last year, customers were most frustrated with problem flights, including cancellations and delays. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Airlines 56

Airlines 2001 2014 2015 56

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 131

Technology Blog Customer Experience Social Media 131

ShepHyken

MAY 19, 2017

Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. When providing customer service, speed saves relationships. When a customer writes a complaint online, review, tweet, post, etc., But only 8% of customers believe they are.

Blog 73

Blog Social Media 2012 Article 73

Kayako

MARCH 18, 2019

While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them. You want to make your customers feel that way.

Customer Service 55

Customer Service Document Customers Definition 55

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture Customers Customer Experience 492

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Engaged customers mean greater retention, which in turn increases conversions and maximizes revenue.

Blog 63

Blog Social Media Customer Satisfaction Customer Relationship Management 63

Beyond the Arc

JULY 23, 2018

Although no company likes to deal with customer complaints to the media, most realize that doing so is vital. And the consequences of not taking action can go far beyond just losing a customer, it can seriously damage your ability to maintain positive sentiment toward your brand.

Social Media 40

Social Media Blog Customers Brands 40

BirdEye

OCTOBER 3, 2023

However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. Want to hear the full conversation?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Blog 104

Blog Loyalty Programs Loyalty Lifetime Customer 104

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

Feedback 94

Feedback Blog Customer Experience Contact Center 94

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. Customers are smarter than ever and we must know how to create a positive experience. Is the customer in a hurry?

Blog 126

Blog Management Hotels 2016 126

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Service Untitled

APRIL 29, 2010

Service Untitled The blog about customer service and the customer service experience. According to the Better Business Bureau, complaints have increased by 170% in the last five years concerning delayed and canceled flights, lost baggage and being stranded on the ground.

Blog 41

Blog Airlines 2010 Travel 41

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. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 93

Feedback Blog NPS Net Promoter Score 93

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

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Customer Focused Call Center 2014 Social Media 275

Provide Support

NOVEMBER 1, 2017

5 Reasons Unhappy Customers Don’t Complain. The times when customer complaints were seen as a distraction that should be eliminated are over. Most businesses today understand that complaints are a valuable source of information. In fact, there might be no better way to collect direct feedback from your customers.

2003 148

2003 2017 Financial Feedback 148

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. So far we’ve uncovered fantastic advice from two companies dedicated to delivering outstanding customer service. Our initial blogging strategy.

Blog 91

Blog Download Feedback Metrics 91

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 53

Social Media Blog ROI Brands 53

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences. Not my error.

Customer Service 94

Customer Service Blog Customers Workshop 94

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. So, what has this got to do with the wider world of the customer experience? Unconscious bias in customer service can cost companies money. Shep Hyken.

Blog 74

Blog Workshop Social Media Article 74

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Customers Article 322

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 88

Government Technology Blog 2017 88

Experience Investigators by 360Connext

MARCH 5, 2015

Disappointing a customer really comes down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are the steps to disappointing any customer. If the shipping is late or the product needs more time, communication is your best ally with customers.

Customer Service 274

Customer Service Sports Social Media Communication 274

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

2018 59

2018 Blog B2B 2014 59

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Contact Center 82

Contact Center Feedback Blog Customer Journey Mapping 82

Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We are told to focus on our small piece of the customer puzzle. Because in truth, we do get it.

Customer Service 257

Customer Service Customer Relationship Management Hospitality Customer Relationships 257

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Blog 0

Blog Customer Service Communication Customers 0

Feedbackly

JUNE 15, 2023

If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. In fact, even the most well-performing businesses get complaints from time to time. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience.

Feedback 98

Feedback Customer Journey Customers Brands 98

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

kommunicate

MAY 27, 2020

“Companies that listen to their customers grow faster.” When you put your customers at the heart of your business, you are more likely to increase your market share, and outgrow your competitors. To achieve and sustain both, you must first garner a base of loyal customers who [.].

Management 52

Management Blog Customers Marketing 52