ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. You want customers to say things like, “They always are knowledgeable,” or “They are always so helpful.”

Management 62

Management Workshop Customer Expectations Customer Service Training 62

ShepHyken

SEPTEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 146

Workshop Customer Service Training Customer Service Connections 146

ShepHyken

JANUARY 4, 2023

Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

2023 137

2023 Customer Service Customer Experience B2C 137

ShepHyken

OCTOBER 24, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Workshop 141

Workshop Customer Service Training Customer Service Article 141

ShepHyken

JANUARY 3, 2024

Customers Want It Now Customers will be less patient next year because of what is referred to as the Amazonation of the customer. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

2024 95

2024 Customer Service Workshop Customer Service Training 95

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. Customer expectations have changed (as in increased).

2021 155

2021 Article Customer Service Net Promoter Score 155

ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Article 67

Article Customer Service 2023 Contact Center 67

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. by Pam Hughes.

Article 146

Article 2021 Customer Service 2026 146

Stella Connect

JANUARY 28, 2022

Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: 1: Align your customer service team’s approach with customer expectations. Is your customer service training program delivering desired results?

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) 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?

2021 80

2021 Article Customer Service Customer Retention 80

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 2: Agent knowledge about products and services. #3:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

Stella Connect

DECEMBER 15, 2021

According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ShepHyken

AUGUST 26, 2019

5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. Forbes) Sarkar details five strategies that any company can adapt in their own push to connect with, and capitalize on, customer needs. Are You Meeting & Exceeding Customer Expectations? Now you only have 35 more to read!

2019 108

2019 Article Customer Service 2020 108

ShepHyken

FEBRUARY 25, 2019

This article makes the point that trust is a defining piece of the customer experience. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. It drives repeat business and loyalty. It drives word-of-mouth referrals.

2019 88

2019 Article Customer Service Guest Experience 88

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

JUNE 22, 2020

(Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. Here are some tips on how to make your digital experience better for your customers.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. When a customer takes the time to download an app, it’s a commitment.

Article 65

Article 2022 Customer Service Loyalty Programs 65

ShepHyken

MARCH 2, 2020

That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations?

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

AUGUST 6, 2018

My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. 10 Great Customer Service Books You Need in Your Library by VIPdesk Connect .

Article 67

Article Customer Service Social Media 2018 67

ShepHyken

NOVEMBER 12, 2018

The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Predictions 2019: Customer Experience Comes Under Fire by Harley Manning.

2018 91

2018 Article Customer Service 2019 91

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Improving Customer Relationships with AI. trillion by 2025.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

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 88

Customer Service Loyalty Customer Service Training Customers 88

ShepHyken

APRIL 24, 2019

That’s a pleasant surprise, unlike a surprise to make up for something unpleasant, such as having to wait on hold for a customer service agent to connect with you about a problem. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Books 115

Books Customer Service Training Customer Service Information 115

CSM Magazine

OCTOBER 19, 2023

As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. When leveraged effectively, it can provide invaluable insights that leads to better decision-making and, ultimately, happier customers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

FEBRUARY 21, 2022

However, this can only be done by adding value to customer experiences which keeps them engaged and further paves the way for customer retention and loyalty. Content marketing plays a pivotal role in helping businesses in creating a loyal customer base and connecting with them effectively. Follow on Twitter: @Hyken.

Article 70

Article 2022 Customer Service 2005 70

ShepHyken

JUNE 7, 2017

And sometimes customers are given the option of being called back at a time that is more convenient if they don’t have time to wait. We now have many other channels our customers can connect with us. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service 116

Customer Service Social Media Customer Service Training Customers 116

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

2021 52

2021 Customer Service Social Media Omnichannel 52

CSM Magazine

MARCH 4, 2020

Making customer service training part of your core orientation rather than just an afterthought will make sure that all your new recruits become familiar with your customer service approach as quickly as possible. Regularly Evaluate Customer Service.

Leadership 59

Leadership Customer Service Customer Service Training Communication 59

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? Traditionally customers called. Your customers expect it, so don’t fight it.

2018 72

2018 Article Customer Service Loyalty 72

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

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. However, there is an argument for the old-fashioned personal touch via the telephone.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 23, 2021

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. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

AUGUST 15, 2016

Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. The 30 Things Customers Really Value by Eric Almquist. Business2Community) Do you detect and react to customer problems or wait for the customers to make the first move and ask for help?

2016 69

2016 Article Customer Service Social Media 69

Customer Guru

APRIL 10, 2018

If men are from Mars and women from Venus, then customers are from Ceres – a planet that still is an enigma. Just as men or women in any corner of this planet are the same, so is the customer. Whether it is in the travel industry, banking, courier or construction, customer expectations don’t change much.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Steve DiGioia

MAY 17, 2021

What can the customer expect next? Delivering exceptional service to every customer – to every guest — is the responsibility of all employees in your store. acronym as part of your customer service training and you’ll see improved service and increased loyalty. Use the G.U.E.S.T.

Customer Service 136

Customer Service E-support Customers Sales 136