ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

2024 67

2024 Article Customer Service Social Media 67

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? Five Ways to Humanize Customer Service by Jeff Toister. Toister Performance Solutions) Self-service is great and makes a lot of things easy.

2017 82

2017 Article Customer Service Customer Service Training 82

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers?

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. Trust is the difference between a satisfied customer and a loyal customer.

Article 64

Article Customer Service 2023 Contact Center 64

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P.

2024 67

2024 Article Customer Service Customer Journey 67

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. My Comment: If you want your customers to be loyal, here are three great ideas. First, create an empathetic connection.

Article 70

Article 2022 Customer Service Hospitality 70

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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.

Call Center 81

Call Center Telecommunications Banking Financial 81

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 117

2016 Article Social Media Net Promoter Score 117

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

Management 80

Management Customer Care Customer Satisfaction Interaction 80

ShepHyken

JUNE 20, 2018

And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your “community. Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It’s an extension of your marketing.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

ShepHyken

JANUARY 11, 2017

It creates a connection with your customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. It makes the experience personal.

Customer Service Training 107

Customer Service Training Connections Customers Customer Service 107

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. There are other forms of digital experiences.

Customer Service Training 99

Customer Service Training Retail Connections Customer Service 99

ShepHyken

DECEMBER 20, 2018

What if you knew the “Magic Words” to use with your customers? They discuss the impact that words have on human connection and customer service. Create a game-changing experience for your customers, and in the process, make your competition irrelevant. The “Magic” Behind the Words You Use Featuring Guest Tim David.

Article 122

Article Customer Service 2018 Books 122

ShepHyken

FEBRUARY 19, 2018

My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. That’s when support must seamlessly and easily flip over to a human connection. Customer service training doesn’t cost, it pays.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

AUGUST 15, 2016

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 69

2016 Article Customer Service Social Media 69

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. 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.

Call Center 52

Call Center Telecommunications Banking Financial 52

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Remember when customers were limited to using the telephone if they wanted to contact businesses? Whatever industry you’re in, you simply must have a social media presence these days.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Great info to help make the case for investing in a good customer service experience.

E Commerce 90

E Commerce 2018 Article Customer Service 90

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2018 72

2018 Article Customer Service Loyalty 72

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

ShepHyken

SEPTEMBER 7, 2016

Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer. But, sometimes it’s okay to ask a customer to repeat their story. But, it has to be the right time.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. This is a heartwarming story of a personalized gift.

2016 78

2016 Article Customer Service Books 78

ShepHyken

MARCH 21, 2018

Fortunately, the fan was okay and they took him off to get that nasty gash taken care of. The very next day I spoke at Peabody Opera House , which is the theatre connected to the arena where the Blues played the night before. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Sports 52

Sports Events Customer Service Training Presentation 52

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills.

Contact Center 62

Contact Center 2018 2019 Culture 62

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. They pay lip service to be a People-First Culture leader. Your business vendors like uniform and seafood suppliers and bank and insurance representatives.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

AUGUST 5, 2019

(Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital. Love this line that in today’s digital world… “Your customers will experience less brick and more click.” My Comment: Another list of three ideas. Follow on Twitter: @Hyken.

2019 106

2019 Article Customer Service Customer Relationship Management 106

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. My Comment: Here it comes… Another social channel for our customers to connect with us. Lessons we can all learn from!

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2016 89

2016 Article Social Media Customer Service 89

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. This means the customer service professional must develop a response plan.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry. Email Writing.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Integrity Solutions

JULY 26, 2019

Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations.

Customer Engagement 67

Customer Engagement Engagement Contact Center Call Center 67

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Stella Connect

JANUARY 25, 2018

As companies increase their investment in self-service offerings and further empower customers to solve their own problems, customer service contacts will become increasingly complex. gets missed.” – Execs in the Know, “Social Customer Care Guide: Corporate Strategies for Operational Readiness”.

2018 40

2018 Customer Service Contact Center Omnichannel 40