ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Customers don’t want channel choice. Consistent CX is the road to Customer Success by Sofia Sapojnikova.

2016 127

2016 Article Customer Service 2017 127

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

APRIL 25, 2018

For those that haven’t been following, the five-steps are: 1) Acknowledge the problem and thank the customer for bringing it to your attention. Moment of Magic #1: Since it was lunch time, Sarah thought she might have to leave a message or wait on hold, but was pleasantly surprised that the manager was available to talk right away.

Customer Confidence 64

Customer Confidence Customer Service Training Customer Service Customer Focused 64

ChurnZero

SEPTEMBER 7, 2023

However, many customer success teams squander this opportunity by making it about themselves and not thinking outside the box. In my years as a customer success manager, I’ve seen what makes a standout QBR and what makes a bad one. Alignment is understanding why the customer cares. People hate not having options.

Presentation 52

Presentation Customers Engagement Customer Success 52

ShepHyken

NOVEMBER 30, 2018

Brian Cantor is the Principal Analyst for the Customer Management Practice. Brian leads all customer experience, contact center, technology and employee engagement research initiatives. Citing this proprietary research, Brian authors CMP’s series of special reports.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

ShepHyken

DECEMBER 14, 2018

An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”. As such, it is not just about defending against cyber attacks; CX teams should aim to be pro-active, not reactive.

Blog 104

Blog Customer Experience Government Article 104

ShepHyken

MARCH 14, 2018

Customers hate to be told they’re wrong. “I Customers don’t care whose fault it is, they just want someone to help. I’ll get the manager, but he’ll tell you the same thing.” What, too busy to take care of your customer? I wasn’t here when that happened. It’s not my fault.” Why don’t we wait and see?

Customer Service Training 110

Customer Service Training Customer Service Customers Article 110