ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? A perfect way to open a discussion about some very important customer service topics. Here are my top five picks from last week. For information contact or www.hyken.com.

2017 82

2017 Article Customer Service Customer Service Training 82

CSM Practice

JULY 6, 2020

Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . Know the value you provide.

2018 105

2018 Customer Success Customers Communication 105

ShepHyken

DECEMBER 17, 2018

Why Customer Experience Has Never Been More Vital by Samantha Paxson. 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. Creating valuable content will help customers be interested in what you do and sell.

2018 80

2018 Article Customer Service 2019 80

ProProfs Chat

MAY 30, 2019

Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak. Read on to learn the 10 steps that are a must in your customer success plan for ensuring greater customer success stories in your business.

Customer Success 73

Customer Success Customer Journey Culture Measurement 73

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

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. Constant communication. Consider being a guerrilla.

Customer Base 68

Customer Base Social Media 2013 ROI 68

Customer Bliss

SEPTEMBER 26, 2017

Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Episode Overview. About Sandy.

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. What do your Customers care about? So what is the secret?

2017 137

2017 Customer Centricity Sales Books 137

CSM Practice

JULY 6, 2020

Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . Know the value you provide.

2018 80

2018 Customer Success Customers Communication 80

ShepHyken

AUGUST 29, 2016

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0

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? The key to these achievements was the Operations SVP’s passionate executive sponsorship.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. The article reports that “97% of U.S.

2016 90

2016 Article Social Media Customer Service 90

ShepHyken

AUGUST 1, 2016

These are great ideas that almost any customer service/experience innovation program can benefit from. A small change on Twitter – A Massive Twitter Customer Care Implication by Mark Shaw. Mark Shaw) A small change on Twitter – A Massive Twitter Customer care Implication. For information contact or www.hyken.com.

2016 83

2016 Article Social Media Customer Service 83

Interactions

JANUARY 14, 2021

Successful digital transformation requires buy-in from across the entire company, as a siloed approach will quickly fail due to a lack of cohesion, resulting in a disjointed customer journey. As your brand plans for a more customer-focused digital presence, focusing on channel strategy can elevate the entire project. .

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62

ShepHyken

AUGUST 7, 2017

They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!).

Article 59

Article Customer Service 2017 Social Media 59

One Millimeter Mindset

NOVEMBER 8, 2018

As long as companies replace the clients and employees who are disposable , who cares if they have uncollaborative company cultures? Well, basically customers care about whether our organizations and associations have uncollaborative company cultures. Listen to my video o n Customer Abandonment.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

Horizon CX

MARCH 19, 2022

Granted we live in a fast-paced age where average handling time is typically imposed upon an agent as one of their performance metrics and I get that, but some people tend to have this communication problem. Yes, they recommend that you Tweet your issue on their Customer Care Twitter page. I tried that to no avail.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

ClearAction

APRIL 29, 2020

Centralized customer experience programs include customer research and analytics, customer relationship management and customer success, customer service and business process improvement. Organizational adoption of customer experience excellence is the litmus test for sustainable customer experience-led growth.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ShepHyken

DECEMBER 10, 2018

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. My Comment: The Forbes Communication Council has put together a list of 14 strategies that use CX to build a brand. Follow on Twitter: @Hyken.

Article 93

Article 2018 Customer Service 2019 93

Help Scout

JULY 20, 2021

Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind. The fact is, though, that Harley Davidson knows how important it is to be customer-focused, especially if they hope to retain their place of excellence in the motorcycle world.

Customers 145

Customers Culture Sales Metrics 145

ShepHyken

JULY 3, 2019

When they know the cable and Internet is out in a certain area, they proactively reach out to the customer. They use every communication channel available to them. They know the customer’s cell number, email address, Facebook handle, and more. The post Proactive Customer Support appeared first on Shep Hyken.

Customer Service Training 134

Customer Service Training Customers Customer Service Information 134

ShepHyken

FEBRUARY 6, 2017

My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. My Comment: Artificial Intelligence (AI) is a hot topic in the customer service world.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. The stats and facts show that the many customers would still rather communicate with a human. My take… Give it time.

Article 79

Article 2018 Customer Service Hospitality 79

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. The partners communicate regularly, openly and candidly.

Fashion 93

Fashion Customer Focused Brands Culture 93

Comm100

DECEMBER 19, 2017

It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. Next, using the material from the previous step, implement the customer experience strategy, starting internally.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ProProfs Chat

FEBRUARY 7, 2020

The engagement continues until issues are addressed to the satisfaction of customers. . However, customer support should never be seen as a touchpoint for inbound sales. By definition, customer support can be considered as the technical arm of customer care. And customer support is just one such interaction.

Multi-Channel 106

Multi-Channel Customers Social Media Definition 106

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

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

ShepHyken

JULY 3, 2018

Shep Hyken discusses turning customers into viral promoters, a new customer-focused growth model, and the next phase of automated customer service with Michael Redbord, GM of the Service Hub at Hubspot. ? ?. Top Takeaways: Redbord shares the five rules of a customer-centric organization. 5) Communicating.

Net Promoter Score 57

Net Promoter Score Customer Centricity NPS Customer Service 57

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

ProProfs Chat

DECEMBER 22, 2019

Proactive customer service is thinking wisely about problems that the customers may face in the future and resolving them before the customers start facing them. So, this approach can be defined as an anticipated effort to identify and resolve customer’s issues even before they perceive them or have them. .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

MAY 29, 2020

The CEO (and the entire leadership team) must be committed to bringing the customer voice into all they do. The leadership team must communicate to employees what it means to be customer-centric and how it impacts the work they do. That also means that they must lead by example and model customer-centric behaviors.

Customer Centricity 82

Customer Centricity Culture Leadership Customer Voice 82

ShepHyken

AUGUST 14, 2017

My Comment: Here is a great list of ten things to never say (or type) to a customer on “live chat.” The reality is you would never want to say any of these things to a customer in any form of communication. to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis.

2017 80

2017 Article Customer Service Retail 80

Customer Alignment

AUGUST 15, 2017

Delays happen and most customers are accepting of this. However, the way that this disruption was handled, was far from ideal or customer focused. Those airlines communicated to their customers. They acknowledged the issue, brought staff to the sharp end to interface directly with customers and they apologised.

Airlines 40

Airlines Customer Experience Travel Social Media 40

ShepHyken

JULY 25, 2016

(Heerd) If you’re finding your interactions with customers over email tend to end negatively or that you’re always on the back foot, perhaps this list of the essential practices of email customer service can help! My Comment: Email is still a viable way to communicate with customers. Follow on Twitter: @Hyken .

2016 78

2016 Article Customer Service Books 78

Help Scout

MAY 21, 2019

A value proposition is all about being customer-focused and putting yourself in their shoes. A value proposition is a statement about the benefits customers receive from your service or the problems that your product will solve for them better than anyone else. Quantified value — how does this benefit your customers?

Hotels 40

Hotels Hospitality Travel Touchpoint 40

Qualtrics

NOVEMBER 20, 2020

An omnichannel approach to customer service makes it easy to add or remove channels based on customer preferences and needs. What tools do my service reps need to be able to deliver good customer care on those channels? Good written communication. Optimizing your digital customer service.

Customer Service 26

Customer Service Social Media Average Handle Time Feedback 26