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

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

Article 67

Article Customer Service 2023 Contact Center 67

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. Build trust.

Article 65

Article 2022 Loyalty Programs Customer Service 65

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

NOVEMBER 19, 2023

While this is a simple example, it illustrates how taking a risk and trusting your customers has the benefit of customers trusting and appreciating you. That can turn into more business – even customer loyalty. My Comment: If you can’t meet your customers’ expectations, they will find someone or another company that will.

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Article Customer Service 2023 2024 60

Integrity Solutions

OCTOBER 5, 2022

In fact, in many cases, superior customer service is now one of the most powerful secret weapons an organization has. In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. Changes mindsets about problem-solving.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

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Article 2022 Customer Service Loyalty Programs 65

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. 2: Reduce customer effort and response times.

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

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

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

2019 88

2019 Article Customer Service Guest Experience 88

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

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

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

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

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. 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. And, trust leads to potential loyalty.

Customer Service 88

Customer Service Loyalty Customer Service Training Customers 88

ShepHyken

NOVEMBER 9, 2016

I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer. Make it easy to connect with you and your company. Or, to put another way, how easy are you to connect with? At least say thank you. Doing business should be easy.

Social Media 128

Social Media Customers Customer Service Training Connections 128

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.” Traditionally customers called.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. It also adds to the customer experience. The Value Gap a New Blueprint for Customer Expectations by Quinine.

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Article 2022 Customer Service 2005 70

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

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

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

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

2017 59

2017 Article Social Media Customer Service 59

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

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 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

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

ShepHyken

DECEMBER 17, 2018

My Comment: Here are three reminders (for some of you this may be new) about how to create loyal customers. Predicting what your customers will do next comes from data. 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.

2018 79

2018 Article Customer Service 2019 79

ProProfs Chat

JUNE 15, 2020

You need to realize that 73% of customers claim that the key factor of their loyalty to your brand is the quality of their experience with your brand. That gives you all the more reason to be more customer-oriented and create strategies that assist you to be more vigilant towards their growing needs and expectations.

Social Media 105

Social Media E-support E Commerce Customer Satisfaction 105

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 . The 30 Things Customers Really Value by Eric Almquist. This is reactive customer service.

2016 69

2016 Article Customer Service Social Media 69

SurveySparrow

OCTOBER 1, 2023

High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. “High-touch” is a way of doing customer service where the main goal is to make customers feel really special.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

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

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. How can you do that? I can teach you.

Books 81

Books Banking Magazine 2018 81

ShepHyken

OCTOBER 10, 2022

Used in a customer service and support setting, it is a powerful way to make your customers connect with you and ideally return for more. The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness.

Article 13

Article 2022 Customer Service Customer Centricity 13

ShepHyken

OCTOBER 16, 2023

My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. Customers’ expectations have changed. The one thing they all have in common is the definitions are always about creating a better customer experience. Connect with Shep on LinkedIn.

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Article Customer Service 2023 Customer Centricity 12

ShepHyken

NOVEMBER 7, 2022

I’ll add a fifth, and that’s customer experience. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. They wanted more empathy and understanding than usual.

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2022 Article Customer Service 2023 15

Stella Connect

JANUARY 25, 2018

If you want to make customer service your primary loyalty builder and revenue driver , you can’t rely solely on internal definitions and measures of service quality. How brands should respond. We describe how the process works in our recent eBook, “ Doing Contact Center QA the Right Way.”).

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

OCTOBER 3, 2022

You do if your customers are there. The research in this article claims that WhatsApp is becoming a popular way for a consumer to connect with a brand. How to Create Authentic Relationships and Build Customer Trust by Matt Bertram. While all brands strive to build trust with their customers, trust is earned and not given.

Article 14

Article 2022 Customer Service Retail 14