ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My Comment: Almost any business can benefit from reviews. Of course, we would love all reviews to be positive.

Article 64

Article Customer Service 2023 Contact Center 64

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. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

DECEMBER 11, 2019

For more information, go to the official website for National Customer Service Week. Share content that is all about the customer and not about the company. In other words, it isn’t a sales or marketing piece. There you have it—your first ten tips to make 2020 your best year of customer service and experience yet.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

ShepHyken

NOVEMBER 21, 2018

I often jokingly refer to a poorly run customer service department as the future sales prevention department. By the way, being amazing doesn’t mean you’re delivering over-the-top customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. My Comment: Do you want more sales? Yes and yes!)

Article 54

Article 2018 Customer Service Hospitality 54

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. Telefónica. Enel Energia.

Call Center 52

Call Center Telecommunications Banking Financial 52

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. When Customer Service Automation Goes Off the Rails by Don Fluckinger.

2018 82

2018 Article Customer Service Social Media 82

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. For information contact or www.hyken.com.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

JANUARY 8, 2018

Many companies make the mistake of an inconsistent customer experience from one channel to the next, from one location to the next, and even one employee to the next. A lack of consistency destroys confidence, and that destroys sales. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

DECEMBER 9, 2019

(Ameyo) In the spirit of the holiday season, I have tried to prepare a guide to help you sail through your customer support and leave a happy and memorable experience for your customers. My Comment: The holiday season is upon us, and for some companies, that means a surge (sometimes big) in sales. Follow on Twitter: @Hyken.

Article 71

Article 2019 Customer Service Airlines 71

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. Good reviews mean better online reputation management results and more sales on the whole. AI-powered Customer Service Tools.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Customer Experience 94

Customer Experience ROI Metrics Net Promoter Score 94

ShepHyken

JANUARY 25, 2017

But, sales alone couldn’t make them the success that they are today. They needed a good product that was supported by good service. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. (Currently there are more than 23 million views!) Follow on Twitter: @Hyken.

Customer Service 92

Customer Service 2011 2012 Customer Focused 92

ShepHyken

JANUARY 17, 2018

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. After that meeting, I talked to our sales rep and mentioned that if they repeated the contract we signed for that first year, we would most likely come back. I recently planned a small two-day meeting for about 25 people. And, we did.

Hotels 49

Hotels Leadership Banking Customer Service Training 49

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

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. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders.

Contact Center 60

Contact Center 2018 2019 Culture 60

ShepHyken

APRIL 25, 2018

Today there are over 2,000 bakery-cafes, more than 100,000 associates and sales are over $5 billion. And, they didn’t get there by disappointing their customers. On the contrary, they are very customer-focused, and this story is a perfect example. The post What Does Perfect Service Recovery Look Like?

Customer Confidence 64

Customer Confidence Customer Service Training Customer Service Customer Focused 64

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Article 13

Article 2018 Customer Service Social Media 13

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

2022 10

2022 Customer Service Social Media Customer Centricity 10

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

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. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JUNE 3, 2016

Please join Patricia and me June 8 when we discuss how good customer service drives sales. Perhaps you agree that every customer counts and that we must never forget our customers’ perceptions of us. Each department depends upon and dovetails into the other to produce quality service or product. Shep Hyken.

Blog 81

Blog Customer Service Hotels Customer Service Training 81

Integrity Solutions

JULY 26, 2019

Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations. This approach ultimately creates less of a “human touch”—even though there are humans involved!

Customer Engagement 66

Customer Engagement Engagement Contact Center Call Center 66

Comm100

OCTOBER 11, 2017

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. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

ShepHyken

JANUARY 15, 2018

Richard Branson’s Virgin Unite has won the hearts (and dollars) of tens of thousands of customers because they like being a part of that “bigger cause.” ” This article points out the importance of making philanthropy a part of the customer experience. ” Today it’s not the “new marketing.”

Article 0

Article 2018 Customer Service Banking 0

LiveChat

AUGUST 23, 2016

Every single customer has a problem and it doesn’t matter if it’s complicated or not: staff needs to be prepared to solve it as soon as possible. The most important part of customer service training is obviously a product or service training. Agents need to know everything about the products. Me neither.

Customer Service 56

Customer Service Social Media Presentation Customers 56

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

JUNE 12, 2017

Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. Equities) Loyal customers will do more than just continue to support your business through ongoing sales—they’ll also inspire others to choose you over your competitors.

2017 78

2017 Article Customer Service Metrics 78

ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants.

Article 22

Article 2018 Customer Service Consulting 22