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

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. 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

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

ShepHyken

AUGUST 29, 2016

If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. Follow on Twitter: @Hyken .

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Here are my top five picks from last week.

2018 72

2018 Article Customer Service Loyalty 72

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

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. And, connecting on an emotional level helps drive return visits/purchases. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. How to Use Email Support to Deliver Better Customer Experiences b y Alan Finlay. (Is

2018 79

2018 Article Customer Service 2019 79

ShepHyken

JUNE 4, 2021

As one can understand from the term, first-call resolution (FCR) indicates the potential of an organization to resolve their customers’ queries in the first call itself, dropping the necessity for the customers to make a second call for the same query. FCR helps in determining customer satisfaction (CSAT).

Management 80

Management Customer Care Customer Satisfaction Interaction 80

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

2017 78

2017 Article Customer Service Metrics 78

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

E Commerce 90

E Commerce 2018 Article Customer Service 90

ShepHyken

DECEMBER 20, 2018

In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service. What if you knew the “Magic Words” to use with your customers?

Article 122

Article Customer Service 2018 Books 122

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. Thanks for sharing!

2016 89

2016 Article Social Media Customer Service 89

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? Why exhaust your marketing budget when you can get your customers to spread the word for you?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . My Comment: There have been many lists shared about how to be more effective with social customer care.

2016 69

2016 Article Customer Service Social Media 69

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

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. A strong coaching culture has the potential to transform not just your contact center, but your overall company brand.

Customer Engagement 65

Customer Engagement Engagement Contact Center Call Center 65

Stella Connect

JANUARY 25, 2018

With the likes of Brooklinen , Jet , Warby Parker, and other industry disruptors making customer service their lead differentiator, more legacy brands will look to emulate that model. gets missed.” – Execs in the Know, “Social Customer Care Guide: Corporate Strategies for Operational Readiness”. How brands should respond.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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 49

Social Media Customer Service Strategies Customer Service Download 49