ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

2019 99

2019 Article Social Media Customer Service 99

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 14 ways to deliver a great customer experience – and more.

2019 118

2019 Article Social Media Customer Service 118

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Follow on Twitter: @Hyken.

2016 119

2016 Article Customer Service Government 119

ShepHyken

SEPTEMBER 4, 2017

Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life. 10 Insights from Customer Care Experts & Influencers by CGS.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. For information contact or www.hyken.com.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 101

Customer Experience Advertising Customer Expectations 2011 101

ShepHyken

MAY 5, 2021

Way back in the 1980s, the Technical Assistance Research Program, also known as TARP, found that it takes six good customer service experiences to make up for one bad one. If something great happens, the customer appreciates the company. Consider that number. If something bad happens, it becomes “judgment day” for that company.

Customer Service Training 156

Customer Service Training Customer Service Customer Expectations Information 156

Beyond Philosophy

JULY 17, 2017

Sharon John of Build-A-Bear talked about weaving content and storytelling into the customer experience, possibly through virtual or augmented reality in their stores. Then she said that the goal is to engage customers so they build an emotional bond with the brand. Sprint: Emphasis on Profits.

Technology 132

Technology Touchpoint Workshop Books 132

delighted

JANUARY 7, 2021

However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . In this post, we will cover: What is a customer journey map? Using a customer journey map to improve the customer experience.

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Net Promoter Score 98

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.”

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. We teach the customer what good service is when we tout our awards and make promises. That’s why they call it a brand promise! Customers understand this.

Airlines 86

Airlines Government Customer Service Training Brands 86

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Brands this is what can happen on Twitter when you get it spot on by Mark Shaw.

2017 79

2017 Article Social Media Customer Service 79

Natalie Petouhof

APRIL 7, 2016

Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Align incentives to support self-service and digital customer experience initiatives by the customer’s journey. Use that feedback to transform your customer journeys.

Customer Journey Mapping 53

Customer Journey Mapping Average Handle Time Customer Journey Government 53

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Trust is a big part of the customer experience. Follow on Twitter: @Hyken.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. The practice of monitoring the customer voice via social for complaints, praise and feedback is an incredibly effective tool for building on the customer experience and journey. That’s applicable to any business in any industry.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

DECEMBER 5, 2022

With customer complaints being higher than ever – across many industries – it’s more important than ever not just to take care of the complaint but to find ways to keep it from happening again. 3 Ways to Build Fierce Brand Loyalty by Sue Bevan Baggott and Jennifer Scheehle. Do you care about something your customer cares about?

Article 71

Article 2022 Customer Service Hospitality 71

ShepHyken

MAY 30, 2017

Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers. This was a perfect example of a brand coming to life.”.

Fashion 93

Fashion Customer Focused Brands Culture 93

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

Magellan Solutions

OCTOBER 18, 2016

It is important to realize that one of the effective ways to increase revenue from existing customers is to improve the customer service that a company offers. One experience shared by an existing customer can mean success or disaster for a business in just a few clicks. Need help in upgrading your customer care?

Customer Base 68

Customer Base Social Media 2013 ROI 68

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Search your company for other types of customer studies that can add new insights to VoC.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

ProProfs Chat

MAY 30, 2019

Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Create a Customer-Centric Culture. Use Feedback.

Customer Success 73

Customer Success Customer Journey Culture Measurement 73

ShepHyken

MAY 29, 2017

Twitter pushes into customer service – can it prove to be successful? IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. by Yaniv Reznik. (IT For information contact or www.hyken.com.

2017 97

2017 Article Customer Service Airlines 97

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Why Should You Adopt a Proactive Customer Service Approach? .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

OCTOBER 31, 2016

13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

AUGUST 15, 2016

(Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. My Comment: There have been many lists shared about how to be more effective with social customer care.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. My basic definition is the end-to-end experience that the customer has with every interaction with anything related to the brand. Customer Experience & Customer Service Stats from 2018 and Predictions for 2019 by Jake Michaels.

2019 62

2019 Article Customer Service 2018 62

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

JUNE 6, 2018

Here’s my take: The way a customer is treated should have nothing to do with how much they spend or how often they buy. All customers should be all be treated with dignity, respect and the attention any human deserves. Now, when it comes to the perks you might offer a loyal customer, you can differentiate.

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. And, that’s not crazy at all!

Article 93

Article 2018 Customer Service 2019 93

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ProProfs Chat

APRIL 24, 2019

Each customer prefers a different way of communication with your brand. Companies, thus, incorporate text messages, video chat, and chatbots as their customer service platforms. Communicating with your customers using different channels is the key here. Map Out Customer Journey. Keep KPIs Customer-Focused.

Customer Service 61

Customer Service Customer Journey Mapping Entertainment Customers 61

ShepHyken

SEPTEMBER 5, 2016

However, this DMV in North Carolina is raising the customer service bar, not just for other DMV’s, but for any business. Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

CSM Practice

JULY 6, 2020

It is part of the overall customers’ journey and experience. Say, you had your product launching this month, they may have some idea about the value you offer but this would change when they are introduced to your brand, which can be positive or negative depending on their experience and satisfaction. Know the value you provide.

2018 105

2018 Customer Success Customers Communication 105

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway.

White Paper 104

White Paper 2015 Culture 2014 104

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. Do they spread your brand message? is definitely the blog post.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45