ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Article 115

Article 2019 Customer Service Social Media 115

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. How do you build customer confidence?

Hospitality 116

Hospitality Customer Confidence Travel Culture 116

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” Types of chatbots.

Customer Service 77

Customer Service Social Media Books Return on Investment 77

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Meanwhile, countless brands toil away in obscurity hoping someone will notice them.

2018 86

2018 Article Customer Service Automotive 86

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. But not all bots are created equal. Security and Compliance Security is non-negotiable.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable. Honesty can eliminate misunderstanding.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. That’s okay. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

ShepHyken

SEPTEMBER 27, 2017

He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. This was a major brand with locations throughout the US. The logo is the logo, and the brand is the brand! You know the answer.

Brands 86

Brands Customer Service Training Online Experience Customer Service 86

Customer Enthusiast

MAY 3, 2016

Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Is there a KPI that you feel is most important to evaluating product and service quality in your world of work? Don’t settle for ordinary. Choose extraordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey. Top Takeaways: Learn about “customer avoidance” and why it happens.

Customer Service Representative 67

Customer Service Representative Books Customer Confidence Advertising 67

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Article 81

Article 2018 Net Promoter Score Customer Service 81

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?

Customer Service 45

Customer Service Net Promoter Score NPS 2003 45

Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Customer Service Training Call Center Contact Center 40

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

2017 74

2017 Article Customer Service Retail 74

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

Helpware

JULY 14, 2017

Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. So go public with your customer support team.

Customer Service 40

Customer Service E-support 2008 Customer Service Representative 40

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence 2022 Government Download 52

Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location.

Retail 52

Retail Customer Experience 2021 Consumers 52

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. CMSWire) The better the experience, the more likely that person will return and give the brand their business.

Article 19

Article 2021 Customer Service E Commerce 19

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

Reference 64

Reference B2C Workshop Customer Service Training 64

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

BirdEye

AUGUST 9, 2023

In the internet-driven world, branding highly depends on what your customers think about your business than what you say about your business. A highly-rated company will likely influence customers to trust your brand and products. Being a highly regarded brand will help your website climb up in search results.

Social Media 52

Social Media E-support Feedback Demo 52

CSM Magazine

MAY 19, 2021

Just as companies adjusted to the increase in online purchasing during the pandemic, now is the time to prepare as customers start to spend again with a new-found confidence. Any business that stores or manages customer details and card data must have robust, secure processes and systems in place.

E Commerce 59

E Commerce Multi-Channel Banking Retail 59

Comm100

JULY 20, 2020

5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. This, in turn, increases customer confidence and loyalty.

Social Media 52

Social Media Blog ROI Brands 52

CSM Magazine

SEPTEMBER 30, 2020

Boosts Customer Confidence. Six Sigma is focused on improving the customer experience. By streamlining processes and improving customer satisfaction, you better the view your customers have of the brand.

Return on Investment 52

Return on Investment Innovation Customer Confidence Customer Satisfaction 52

CSM Magazine

MARCH 3, 2022

The result of high numbers of declined transactions could increase costs and complaints, reduce customer confidence and lead to possible reputational damage (as well as the FCA fines). Protecting merchants and customers from fraud. SCA is a positive change and protects both the merchant and the customer.

E Commerce 59

E Commerce Banking 2022 Customer Confidence 59

ShepHyken

DECEMBER 14, 2018

Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust.

Blog 102

Blog Customer Experience Government Article 102

NICE inContact

NOVEMBER 13, 2018

That moment eroded the hotel’s guest-focused brand and image that they worked so hard to create through advertising and marketing. Without even knowing it, they were teaching me some of the basics of good customer service. Depending on your business, respecting the customer’s time could mean different things.

Hotels 81

Hotels Books Customers Customer Confidence 81

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2025 2010 75

Magellan Solutions

JUNE 25, 2019

Finally, it must have precise and consistent operating systems, practices, and procedures — accurate and thorough documentation, precise and meticulous process monitoring, intensive staff training based on scrupulous assessment metrics, and independent customer service teams and quality assurance departments.

Books 40

Books Transportation Definition Airlines 40

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

Bold360

JANUARY 23, 2017

In large part because of the 2008 global financial crisis, customers are finding it increasingly hard to trust banks and similar services, which means they also need to regain and retain customer confidence. This inevitably leads to the inability to keep customers loyal and reduce churn.

Banking 70

Banking Financial 2017 2008 70

Service Untitled

DECEMBER 27, 2010

In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Powerful brands help customers make educated choices. How social media affects customer service Social media is everywhere.

Social Media 42

Social Media 2008 Customer Experience 2009 42