ShepHyken

AUGUST 7, 2019

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

2019 99

2019 Article Social Media Customer Service 99

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 184

Customer Service Customer Service Training Feedback Customers 184

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

2016 127

2016 Article Customer Service 2017 127

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, even if it is different, do our customers care?

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. It was quite long, so I decided to split it into two parts.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Article 122

Article Customer Service 2018 Books 122

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!

Article 88

Article 2018 Customer Service Customer Centricity 88

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

2016 119

2016 Article Customer Service Government 119

Win the Customer

MARCH 4, 2014

Customer service quality is a manifestation of your customer care and the degree of your customer focus. The degree to which you go to serve your customers shows the true essence of the existence of your organization. Customer Experience Customer Service Thoughts'

Customer Service 121

Customer Service Customer Care Customers Customer Focused 121

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. 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.

2017 82

2017 Article Customer Service Customer Service Training 82

ShepHyken

OCTOBER 25, 2017

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Customer Service 149

Customer Service Customer Service Training Customers Information 149

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

2016 124

2016 Article Customer Service Hotels 124

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Download Now. Set Clear Objectives.

Customer Experience 116

Customer Experience Download Workshop Metrics 116

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. In a perfect world, if you did you would have a wonderful experience. It’s worth it.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. My Comment: The title implies some of these customer service ideas are crazy. But customer service?

Article 93

Article 2018 Customer Service 2019 93

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. Retail Customer Experience) With nearly 3.8 Here are my top five picks from last week.

2019 62

2019 Article Customer Service 2018 62

ShepHyken

JUNE 20, 2018

Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. The concept of convenience is the new wave of customer service.

Customer Service 99

Customer Service Social Media Customer Relationship Management Customer Service Training 99

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. Even millions!

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. My Comment: This article has three very simple, yet powerful concepts to help improve any company’s customer experience.

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This means that there are plenty of opportunities for companies looking to step up their service.

E Commerce 90

E Commerce 2018 Article Customer Service 90

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

2017 97

2017 Article Customer Service Airlines 97

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” Turns out: a lot.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social. Customers want an easy and smooth transaction.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Save the Customer. Here’s Why.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. This is a form of proactive customer service.

Customer Service 101

Customer Service Social Media Customer Service Training Customers 101

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Call it a “richer” customer experience. by Phil Goldstein.

2016 69

2016 Article Customer Service Social Media 69