ShepHyken

DECEMBER 16, 2020

That’s proactive communication. Customers love to be informed. So, those are three lessons: practicing proactive communication, doing what you say you will do and focusing on the relationship with a little extra time rather than rushing through the experience. Heidi was VERY happy and LOVED doing business with them.

Customer Service 152

Customer Service Customer Service Training Customers Communication 152

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. Go to The Customer Focus to learn more about our customer service training programs.

Article 93

Article 2021 Customer Service Retail 93

ShepHyken

NOVEMBER 22, 2021

15 Tips For Improving Your Customer Experience Strategy by Forbes Communications Council. Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. The Secret to a Superb Customer Service Team?

2021 86

2021 Article Customer Service E Commerce 86

ShepHyken

MAY 17, 2021

(B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? My Comment: For our readers who are focused on online customers, this is a great article for you. Follow on Twitter: @Hyken.

2021 81

2021 Article Customer Service Customer Retention 81

ShepHyken

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business.

Article 108

Article 2019 Customer Service B2B 108

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Article 84

Article 2019 Customer Service Social Media 84

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Article 68

Article Net Promoter Score 2022 Customer Service 68

ShepHyken

JUNE 27, 2018

Today’s customers connect with the companies they do business with in multiple ways. The traditional way a customer communicated with a company was in person or on the phone. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel.

Customer Service 89

Customer Service Loyalty Customer Service Training Customers 89

ShepHyken

JUNE 22, 2020

This Harvard Business School article recognizes that customers may be “less able and less willing to spend than before,” and answers the question, “How should you re-engage with them?”. Dealing With Tricky Customer Service Situations: 16 Useful Tips by Forbes Communications Council Expert Panel®.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

OCTOBER 11, 2021

My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. My Comment: We now move into one of my favorite topics, creating the right customer-focused culture. Same for CX. It’s more than a strategy.

2021 73

2021 Article Customer Service Hospitality 73

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

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. Redesign current processes and services.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. This article makes the point that trust is a defining piece of the customer experience. Entrepreneur) Every brand touchpoint is important.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

APRIL 13, 2020

When you add data and automation at the right time and for the right circumstance, you can deliver an unexpected level of service that might raise the experience to the level of “white glove.” ” Business Communication In The Customer Experience Era by Tosho Trajanov. And that includes communication as well.

Article 99

Article 2020 Customer Service Hotels 99

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

OCTOBER 12, 2020

She refers to a deep understanding of your customer as radical empathy. During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo.

Article 80

Article 2020 Customer Service Loyalty 80

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Learn what they are doing right.

2017 75

2017 Article Customer Service Retail 75

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. How to Use Email Support to Deliver Better Customer Experiences b y Alan Finlay.

2018 80

2018 Article Customer Service 2019 80

ShepHyken

APRIL 16, 2018

Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. My Comment: We start with a fun article by customer experience expert Dan Gingiss who writes about how signs and displays may communicate more about your brand than you might think. This one will make you smile.

2018 48

2018 Article Customer Service Retail 48

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Article 18

Article 2021 Customer Service Customer Service Training 18

ViiBE Blog

AUGUST 27, 2021

CX strategies need to consider the customer’s needs and wants along each step of the sales process. As part of this customer-centricity , start by implementing tools to improve communication with the customer and measure your performance. Several tools will help you accomplish this. Free Retail E-book available now!

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

MAY 20, 2019

It starts with Gartner’s definition of CX management: “The practice of designing and reacting to customer interactions to meet or exceed customer expectations…” From there, the experts weigh in on how to achieve exactly that. Follow on Twitter: @Hyken.

Article 23

Article 2019 Customer Service CEM 23

ShepHyken

MARCH 20, 2023

by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

ShepHyken

NOVEMBER 7, 2022

To navigate this new environment, many firms have turned to partners to help them better serve both their business and retail customers. My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service.

2022 15

2022 Article Customer Service 2023 15

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. How to Recession-proof Customer Experience by ServiceNow. Such an honor to be included with some other rockstar CX experts!

Article 14

Article 2022 Customer Service Retail 14

ShepHyken

APRIL 3, 2023

My Comment: Let’s stay with the theme of AI-enabled customer service and read this great article from McKinsey on what they believe the very near future of customer service and CX will look like. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 9

Article 2023 Customer Service E Commerce 9

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

2017 17

2017 Article Customer Service Social Media 17