Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location.

Retail 52

Retail Customer Experience 2021 Consumers 52

CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Sometimes, customers keep their struggles to themselves. Engaging with Empathy and Active Listening Once a potentially vulnerable customer is identified, the way they are approached and supported is paramount.

Engagement 52

Engagement Magazine Customer Confidence Customer Service Strategies 52

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them.

Customer Service 258

Customer Service Hospitality Customer Service Training Customers 258

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Blog 104

Blog Customer Experience Government Article 104

Oracle

DECEMBER 12, 2018

Today’s customer journeys span multiple touchpoints. That’s why business unit integration is such a popular topic of interest: marketing, product development, IT, CX, and engineering must all collaborate to deliver compelling experiences. Giving customers confidence.

Customer Experience 78

Customer Experience Consumers 2021 Customer Confidence 78

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Employee experiences are connected to customer experiences. Use AI to enhance the customer experience journey.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Find out what the customers’ end goals are.

Hospitality 117

Hospitality Customer Confidence Travel Culture 117

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 137

Customer Service Social Media Workshop Customer Service Training 137

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. Multi-Channel Integration Today’s customers are on multiple platforms, and so should your chatbot be.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right?

Blog 80

Blog Customer Experience Advertising Sales 80

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

West Monroe

APRIL 30, 2018

Apart from the frustrations felt by these systems’ users, customers often feel the brunt of these legacy systems due to the resulting fragmented and confusing experiences. Simplicity: nCino supports integrations from multiple third- party systems, giving users a true 360-degree view of the customers. How do they do it?

Customer Experience 40

Customer Experience Banking Document Financial 40

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 62

NPS Measurement Customer Experience Net Promoter Score 62

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Article 117

Article 2019 Customer Service Social Media 117

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

ShepHyken

JUNE 8, 2022

Even if they don’t matter to the customer, they should still matter to you. As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. They are also important to our customers, whether they know it or not.

Customer Confidence 129

Customer Confidence Customer Service Training Customer Service Customer Focused 129

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 88

Customer Service Insurance Customer Confidence Travel 88

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Workshop Customer Service Training Definition 85

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Customer Bliss

JANUARY 20, 2015

Customers are assets to be cared for and nurtured. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. Beloved companies believe their customers and employees.

Customer Relationships 181

Customer Relationships Customer Confidence Innovation Customers 181

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Article 105

Article 2019 Customer Journey Mapping Customer Service 105

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. Discover Kayako Single View.

Customer Service 98

Customer Service Management E-support B2C 98

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. Creating a memorable experience is more important than making sales.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. And second, you’re eliminating confusion, which creates clarity and confidence. . Just make your customers smarter. .

Customer Service Training 132

Customer Service Training Customers Information Loyalty 132

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

2018 88

2018 Article Customer Service Automotive 88

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

customer sure

SEPTEMBER 30, 2020

Covid-19 has disrupted life for you and your customers, and the changes aren’t subtle, they’re seismic. It’s changed how companies have to deal with their customers, and it’s created huge uncertainty for customers. Or time to work out what you can do (safely) that will make customers confident to engage with you again!

Feedback 62

Feedback Net Promoter Score Customer Confidence NPS 62

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. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

2016 127

2016 Article Customer Service 2017 127

Myra Golden

JANUARY 19, 2016

Lastly, if you need to make meal choice, update your payment details, cancel or pause your account, please login https://www.hellofresh.com/customer/account/login/. Keeping customers apprised via automated emails is brilliant. While you wait, take a look at our FAQ’s at [link] , in case your answer lies there. What You Can Do.

Customer Experience 40

Customer Experience Customer Confidence Travel Communication 40

Alida

MAY 25, 2016

In most organizations, data about customers typically resides in silos. Customer insight is often delivered as one-off reports which are closely held by the market research team. Strategic storytelling helps amplify the feedback and insight of your customers. 3 ways Stories can up your game in customer intelligence.

Fashion 150

Fashion 2016 Insights Customer Insights 150

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence 2022 Government Download 52

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Psychological Priming.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they?

Article 79

Article 2018 Customer Service Magazine 79