ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. If you want to lose customers, then practice what this author tells you not to do.

2016 119

2016 Article Customer Service Government 119

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

2017 64

2017 Article Customer Service Net Promoter Score 64

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. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Where customers go, service follows.

2016 127

2016 Article Customer Service 2017 127

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. Financial Institutions. Utility Sector.

Call Center 81

Call Center Telecommunications Banking Financial 81

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

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

2018 80

2018 Article Customer Service 2019 80

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. According to the author of this article, three big technologies will impact CX; conversational bots, the Internet of Things (IoT) and analytics through machine learning (AI). Here are my top five picks from last week.

2019 62

2019 Article Customer Service 2018 62

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Do Customers Trust Your Tech? Follow on Twitter: @Hyken.

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

JUNE 20, 2018

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. Chatbots, when used properly can give your customers quick answers to their most common questions. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Social Media Customer Relationship Management Customer Service Training 99

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow. Follow on Twitter: @Hyken.

2016 90

2016 Article Social Media Customer Service 90

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

2020 118

2020 Customer Service Fashion Customer Service Training 118

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

AUGUST 15, 2016

(FedTech) Advances in messaging and artificial intelligence technology could replace workers in federal call centers. The technology is so much better than it used to be. A good chatbot technology makes recognizing the difference between a human and bot (computer) almost, if not completely, indistinguishable.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

AUGUST 29, 2016

(ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. As a result, many are also rethinking the communications technologies that support those processes. The Future of Customer Loyalty is Flexibility by Jim Tierney.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

APRIL 9, 2018

(HubSpot) If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken: In our research, we found that 63% of people don’t realize they’re already using AI technologies. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies.

Net Promoter Score 90

Net Promoter Score Article 2018 Customer Service 90

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Invest in People.

Customer Service 52

Customer Service Banking 2008 Financial 52

ShepHyken

JANUARY 8, 2018

(Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Upgrade the experience for your employees and you upgrade the experience for your customers. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

DECEMBER 20, 2018

Listen to Shep’s Top 3 Podcast Episodes: When Virtual Reality Becomes Your Customer’s Reality Featuring Guest Jeff Day. Jeff shares ways on how you can utilize virtual reality technology to enhance the customer’s experience. The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje.

Article 122

Article Customer Service 2018 Books 122

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. Here are five tips on hiring a contact center to improve customer service: Please make sure they’re available 24/7.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

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. Financial Institutions. Utility Sector.

Call Center 52

Call Center Telecommunications Banking Financial 52

ShepHyken

JULY 4, 2018

Technology is great… until it’s not. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. You are on a website.

Customer Service Training 100

Customer Service Training Retail Connections Customer Service 100

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. In-store shopping lives on, but technology will dramatically change what it looks like. My Comment: How can a retailer compete with Amazon?

2017 83

2017 Article Customer Service Social Media 83

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. Implement the CX strategy.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

SEPTEMBER 3, 2018

(Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. My Comment: Are chatbots good or bad for customer service? Tomorrow (as in the next year or two), there will great strides.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

OCTOBER 3, 2016

My Comment: Danny Meyer is the successful restaurateur who is known for more than great restaurants, but some of the best customer/guest service on the planet. Now he turns to wearable technology (the Apple Watch) to take the guest experience to the next level. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

AUGUST 14, 2017

How to Justify the Importance of Customer Experience by Nitish Gautam. It’s not to build an excellent product using the latest innovative technologies. The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Retail 80

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

AUGUST 31, 2016

There are plenty of great customer relationship management programs that give customer service reps the ability to log in a problem, question, complaint, comment, etc. so that the next person doesn’t have to ask the customer to repeat the story. There are also programs that have security features to protect against fraud.

Insurance 90

Insurance Banking Customer Relationship Management Customer Service Training 90

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

AUGUST 23, 2017

No fuel necessary to run this amazing four-wheeled piece of technology. 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.

Customer Service Training 93

Customer Service Training Interaction Information Customer Focused 93

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. .” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 0

Article 2018 Customer Service Banking 0

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. The post Customer Engagement With A Human Touch Is A Powerful Thing appeared first on Integrity Solutions.

Customer Engagement 66

Customer Engagement Engagement Contact Center Call Center 66

CSM Magazine

DECEMBER 8, 2015

Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations 2012 Social Media Measurement 40

ShepHyken

JULY 25, 2016

(The Huffington Post) What can companies do today to bolster their ability to amaze customers? Amazing customers is a function of having a strong: culture, people, strategy, process, and technology (and the order matters). For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2016 78

2016 Article Customer Service Books 78

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. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. From the agent standpoint, the most prevalent challenges in 2020 revolve around improving the human touch in customer conversations and enhancing customer-facing skills, themes we heard both in 2018 and in 2019.

Contact Center 60

Contact Center 2018 2019 Culture 60

ShepHyken

DECEMBER 2, 2019

If you’ve been following my work, you know that one of my favorite sayings is, “What is happening on the inside of the organization is felt on the outside by the customer.”. The Top 10 Technology Trends In Retail: How Tech Will Transform Shopping In 2020 by Bernard Marr. Here are 10 of the top tech trends that will transform shopping.

2019 20

2019 Article Customer Service Culture 20