ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

2024 67

2024 Article Customer Service Customer Journey 67

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. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts? Social media training?

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?

2021 67

2021 Article Customer Service 2022 67

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

2019 117

2019 Article Social Media Customer Service 117

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Article 64

Article Customer Service 2023 Contact Center 64

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: One of the great concepts in customer service is the practice of adaptability. Here are my top five picks from last week. by Athina Mallis.

2019 98

2019 Article Social Media Customer Service 98

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Those three factors are why customers are frustrated with the customer support experience. Seven Ways to Fix the Root Causes of Customer Experience Complaints by Elaine Roche. Fast Company) In the past year, 47.8

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. 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. Nike is a rock star in social care. What happened?

2016 119

2016 Article Customer Service Government 119

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

2016 127

2016 Article Customer Service Airlines 127

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

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio.

2018 79

2018 Article Customer Service 2019 79

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 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? It’s a brand builder.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. My Comment: The title implies some of these customer service ideas are crazy. But customer service?

Article 93

Article 2018 Customer Service 2019 93

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. The heart is now more prominent in the branding.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 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.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

2016 117

2016 Article Social Media Net Promoter Score 117

ShepHyken

OCTOBER 17, 2018

The reason I bring this up is that I was reading an article about the top global brands. Interbrand just released their Interbrand Best Global Brands list, and it won’t surprise you to find out which companies are at the top of the list. Think about how big these brands are and how they have woven their way into our culture.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

2017 97

2017 Article Customer Service Airlines 97

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. Want to Build Customer Loyalty? If the customer is willing to share their phone number with you, treat it with respect it deserves.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. 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

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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.

2019 62

2019 Article Customer Service 2018 62

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. Note: Email is not dead!)

Article 79

Article 2019 Customer Service B2B 79

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 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.

2017 83

2017 Article Customer Service Social Media 83

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. Even millions!

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” by Mike Wittenstein.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. I’ll do what I have to do to take care of them.

Customer Service 87

Customer Service Customers Banking Customer Service Training 87

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Or the lack thereof.

Customer Service 52

Customer Service Banking 2008 Financial 52

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . The 30 Things Customers Really Value by Eric Almquist. by Phil Goldstein.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Too many times a company (and employees of the company) focus on the outside customer and forget about the internal customer.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. Here are my top five picks from last week.

Net Promoter Score 89

Net Promoter Score Article 2018 Customer Service 89