ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?” It’s baked in the culture.

2021 67

2021 Article Customer Service 2022 67

Think Customers

APRIL 14, 2015

One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers.

Connections 83

Connections Social Media Contact Center Customer Centricity 83

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge.

2016 117

2016 Article Social Media Net Promoter Score 117

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Smartphones are the Secret Weapon by Ken Kunz.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. If so, you may be rewarded.

2019 61

2019 Article Customer Service 2018 61

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. How to Drive Customer Loyalty Among Millennials by Timi Garai.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 119

2016 Article Customer Service Government 119

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.

2017 63

2017 Article Customer Service Net Promoter Score 63

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

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.” Consider two types of loyalty; behavioral and attitudinal.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. These are great ideas that almost any customer service/experience innovation program can benefit from. Here are my top five picks from last week. Follow on Twitter: @Hyken .

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

FEBRUARY 6, 2017

The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. But how exactly do you measure something so seemingly abstract?

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience. It builds a stronger relationship.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

West Monroe

NOVEMBER 1, 2022

Your customers. Customer loyalty is the backbone of the customer experience, and there is no room for missteps. According to West Monroe’s 2022 Be Digital Signature Research, nearly two-thirds (63%) of consumers say they will switch to another company if the customer experience is lacking. Probably not.

2022 52

2022 Loyalty Customer Experience Measurement 52

CSM Practice

JULY 6, 2020

By concentrating on the needs of your customers rather than desperately pushing the product of your company, this shows that you understand, or are trying to understand your customers the best way you can which gives them the idea that you value them. . Choose your target customers carefully to achieve mutual success.

2018 105

2018 Customer Success Customers Communication 105

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Magellan Solutions

OCTOBER 18, 2016

It is important to realize that one of the effective ways to increase revenue from existing customers is to improve the customer service that a company offers. One experience shared by an existing customer can mean success or disaster for a business in just a few clicks. Loyalty rewarded. The reverse is just as true.

Customer Base 68

Customer Base Social Media 2013 ROI 68

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 124

2016 Article Customer Service Hotels 124

Natalie Petouhof

APRIL 7, 2016

Customer self-service is one of the key capabilities of any company that actually cares about their customers. Companies contemplating a self-service customer care solution to support digital customer experiences should consider the following five steps: 1. Tweet It’s just not true.

Customer Journey Mapping 53

Customer Journey Mapping Average Handle Time Customer Journey Government 53

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 133

Technology Touchpoint Workshop Books 133

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 89

E Commerce 2018 Article Customer Service 89

CSM Practice

JULY 6, 2020

By concentrating on the needs of your customers rather than desperately pushing the product of your company, this shows that you understand, or are trying to understand your customers the best way you can which gives them the idea that you value them. . Choose your target customers carefully to achieve mutual success.

2018 80

2018 Customer Success Customers Communication 80

ShepHyken

DECEMBER 19, 2018

It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 120

Customer Service Training Reference Customers Books 120

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

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Follow on Twitter: @Hyken.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

JUNE 20, 2018

Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It shows you care, that you’re paying attention and that you want to do business. A quick response time creates confidence, which is one of the keys to creating customer loyalty. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

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. For information, contact 314-692-2200 or www.hyken.com.

Article 122

Article Customer Service 2018 Books 122

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

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. These brands know how to get customers to come back again and again.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

AUGUST 16, 2017

When your customers realize that your employees have the answers to their frequently asked questions, this will instill trust, which will lead to loyalty to your business. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service Training 83

Customer Service Training Loyalty Information Customer Service 83

ShepHyken

FEBRUARY 5, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post The Last Customer on Earth appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service Training 142

Customer Service Training Customers Customer Service Information 142

One Millimeter Mindset

NOVEMBER 8, 2018

As long as companies replace the clients and employees who are disposable , who cares if they have uncollaborative company cultures? Well, basically customers care about whether our organizations and associations have uncollaborative company cultures. Listen to my video o n Customer Abandonment.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

Wootric

FEBRUARY 14, 2019

Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value and loyalty. Lisa Abbott. Maxie Schmidt. Rachel English. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67