Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Do they have communications training? Social media training? Customer service training? STRATEGY (strat·e·gy) /?strad?j?/.

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

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 96

2019 Article Social Media Customer Service 96

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 115

2019 Article Social Media Customer Service 115

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.

2016 118

2016 Article Customer Service Government 118

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post.

2018 77

2018 Article Customer Service Loyalty Programs 77

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

JANUARY 28, 2024

2024 Unveiled: Top 7 Customer Experience Trends Shaping the Future by Anwesha Roy (TechFunnel) Business leaders recognize the critical role of customer experience; in fact, 96% concur, according to research, that outstanding experiences improve brand loyalty. Connect with Shep on LinkedIn.

2024 65

2024 Article Customer Service Customer Journey 65

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 151

Customer Service Training Customer Service Customer Expectations Information 151

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty. Connect with Shep on LinkedIn.

Article 62

Article Customer Service 2023 Contact Center 62

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 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 63

2017 Article Customer Service Net Promoter Score 63

ShepHyken

OCTOBER 10, 2016

WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. It’s just a way to celebrate the people who provide amazing customer service throughout the year. Lessons we can all learn from!

2016 126

2016 Article Customer Service Airlines 126

ShepHyken

DECEMBER 17, 2018

(Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year.

2018 77

2018 Article Customer Service 2019 77

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 69

Article 2022 Customer Service Hospitality 69

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.

2019 98

2019 Article Customer Service Social Media 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

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

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

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). by Neal Dlin. Follow on Twitter: @Hyken.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. For information contact or www.hyken.com.

2017 82

2017 Article Customer Service Social Media 82

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Financial Institutions. Utility Sector.

Call Center 81

Call Center Telecommunications Banking Financial 81

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 Follow on Twitter: @Hyken.

2017 95

2017 Article Customer Service Airlines 95

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 116

2016 Article Social Media Net Promoter Score 116

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 96

Airlines Hotels Loyalty Programs Loyalty 96

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Create business cases and situations.

Customer Experience 114

Customer Experience Download Workshop Metrics 114

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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 60

2019 Article Customer Service 2018 60

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!

Airlines 86

Airlines Government Customer Service Training Brands 86

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 91

Article 2018 Customer Service 2019 91

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

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 123

2016 Article Airlines Customer Service 123

ShepHyken

OCTOBER 21, 2019

How to Use Personalized Email to Build Emotional Intimacy with Your Brand by James Glover. Retail Customer Experience) Which single metric correlates most strongly with a brand’s retail success? There are a number of recognizable (huge) brands mentioned that have done an excellent job of creating emotional intimacy.

Article 79

Article 2019 Customer Service B2B 79

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

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

Customer Bliss

MARCH 28, 2017

In conjunction with her educational background, Karen is a Certified Customer Care Manager by the Customer Service Institute and a certified Customer Service Manager by the Customer Service Institute of America. Customer Service Training Program. Talk about volume.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

ShepHyken

FEBRUARY 6, 2017

How to Build Trust with Internal Customers by Elaine Fogel. Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. And, it doesn’t have to cost a lot to accomplish this! Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Social Media 84

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 124

2016 Article Customer Service Hotels 124