ShepHyken

OCTOBER 17, 2018

Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers? Follow on Twitter: @Hyken.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Just as important, all questions aren’t created equal.

Customer Engagement 66

Customer Engagement Engagement Contact Center Call Center 66

Russel Lolacher

DECEMBER 10, 2019

Do they have communications training? Social media training? Customer service training? Where will you spend your time posting and engaging with the public? Are you prepared to be timely when you engage? How will your social media customer service team integrate into the larger organization?

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

2024 68

2024 Article Customer Service Social Media 68

ShepHyken

JULY 25, 2018

In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? And, even if it is different, do our customers care? Do they own their customer’s experience?

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ShepHyken

JANUARY 28, 2024

The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. The CXI evaluated those commercial organizations in four key capabilities including CX vision and strategy, customer engagement, goals and measurement, and defined processes.

2024 68

2024 Article Customer Service Customer Journey 68

ShepHyken

OCTOBER 24, 2016

Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read.

2016 119

2016 Article Customer Service Government 119

ShepHyken

OCTOBER 23, 2023

The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Mechanically-driven programs are a thing of the past. Connect with Shep on LinkedIn.

Article 64

Article Customer Service 2023 Contact Center 64

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. I believe all leaders, across all departments, should spend time every month with their customer care and frontline employees.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

MARCH 26, 2018

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. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. 10 Innovative Ways to Excite Your Customers by Deep Patel.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

MAY 2, 2022

Britany’s definition for CXM is A system of strategies focused on boosting customer satisfaction and engagement.” The first was that it claims that customers are increasingly moving their customer service interactions to social media. She shares the benefits of a good CXM and the potential losses from a bad CXM.

Article 71

Article 2022 Customer Service Social Media 71

ShepHyken

NOVEMBER 19, 2018

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! Many of the customer service mistakes mentioned in this article aren’t “rookie mistakes.” by Deeksha Dadu.

Article 88

Article 2018 Customer Service Customer Centricity 88

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. It’s a brand builder.

2016 83

2016 Article Social Media Customer Service 83

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Enel Energia. Dominion Energy.

Call Center 81

Call Center Telecommunications Banking Financial 81

Myra Golden

DECEMBER 9, 2019

Customer Care. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Watch this short video to learn more about our customer service eLearning.

Customer Experience 52

Customer Experience Workshop Call Center Customer Service Training 52

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

SEPTEMBER 3, 2018

SmartGuests) Learn the top 5 hospitality phrases you can say to build trust, engagement and bonds with your customers. My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. My Comment: Are chatbots good or bad for customer service?

Article 79

Article 2018 Customer Service Hospitality 79

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

Management 81

Management Customer Care Customer Satisfaction Interaction 81

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

SEPTEMBER 5, 2016

However, this DMV in North Carolina is raising the customer service bar, not just for other DMV’s, but for any business. Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. Customer Service is Dead… Welcome to the Customer Experience by Jeffrey Hayzlett.

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

FEBRUARY 6, 2017

My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. It is the “warm feeling” that the customer has when they do business with you.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

OCTOBER 31, 2016

23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson. Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? Second to that is hiring the right people to execute. For information contact or www.hyken.com.

2016 124

2016 Article Customer Service Hotels 124

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Enel Energia. Dominion Energy.

Call Center 52

Call Center Telecommunications Banking Financial 52

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Myra Golden

JULY 29, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers. Printable key points.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

Myra Golden

JULY 29, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers. Printable key points.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 84

Customers Download Customer Service Training Fashion 84

ShepHyken

JUNE 12, 2017

My Comment: This is an excellent roundup of 27 experts from many different companies talking about how they measure their customer service and support. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. ” Great reading and great information!

2017 78

2017 Article Customer Service Metrics 78

ShepHyken

SEPTEMBER 7, 2016

The customer may hear you typing in the background and you don’t want to be perceived as multi-tasking. Because you’re taking notes, it will demonstrate that you’re fully engaged in understanding the problem. Fifth, actively listen to the customer. Four, you mentioned you would be taking notes. Follow on Twitter: @Hyken.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Kayako

NOVEMBER 21, 2018

For instance, Chick-Fil-A’s customer service is so noteworthy it spawned countless memes and is one of the keys to them generating more revenue per restaurant than any other fast food chain in the U.S. The brands mentioned above aren’t just shaping the customer service experience for their customers.

Culture 48

Culture Banking Customer Service Customers 48

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills.

Contact Center 60

Contact Center 2018 2019 Culture 60