ShepHyken

NOVEMBER 6, 2023

How Removing the Mental Load for Customers Can Improve the Customer Service Experience by Brad Birnbaum (Fast Company) By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand’s reputation and customer loyalty.

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Article Customer Service 2023 Contact Center 68

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

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Article 2022 Loyalty Programs Customer Service 65

ShepHyken

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business. Billion by Tom Foster.

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Article 2019 Customer Service B2B 108

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both. Customer Loyalty.

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Article 2022 Customer Service Loyalty Programs 65

ShepHyken

MARCH 2, 2020

The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations? Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro.

2020 106

2020 Article Customer Service Hospitality 106

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. That’s what caught my eye.

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Article 2020 Customer Service Loyalty 80

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. by Max Starkov. Follow on Twitter: @Hyken.

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2021 Article Customer Service Hospitality 73

ShepHyken

FEBRUARY 21, 2022

How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long. My Comment: Content marketing, done right, is more than just traditional promotion.

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Article 2022 Customer Service 2005 71

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

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Article 2019 Customer Service Social Media 84

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. My Comment: If you can’t create trust between your company and your customer, you are destined for failure. This article makes the point that trust is a defining piece of the customer experience.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

AUGUST 1, 2022

(SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They can even be someone’s first real impression, eclipsing marketing materials. Want to “deliver delight” to your customers? Go to The Customer Focus to learn more about our customer service training programs.

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Article 2022 Customer Service B2C 71

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

2019 109

2019 Article Customer Service Competitive Advantage 109

CSM Magazine

OCTOBER 19, 2023

As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. Rebranding efforts are breathing new life into established names, while technological enhancements are setting new standards for customer interaction. If we review Jayride for example.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Stella Connect

DECEMBER 15, 2021

From the widespread practice of spreading negative word of mouth (WoM) after a poor customer service interaction to the link between poor customer service and customer retention challenges, here are four key customer support trends you need to understand to keep up with shifting consumer expectations. . #1:

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Poor Customer Service 2021 2022 Consumers 75

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. The Future of Customer Loyalty is Flexibility by Jim Tierney.

2016 0

2016 Article Net Promoter Score Customer Service 0

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

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Customer Experience ROI Metrics Net Promoter Score 94

ShepHyken

AUGUST 20, 2018

Customer service expert Chip Bell gives us some insights into how to do exactly that. 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss. Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis.

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Article 2018 Customer Service B2B 69

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. SparkCentral) Social media isn’t just for marketing anymore.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Conclusion .

Customer Service 73

Customer Service Competitive Advantage Customers Article 73

ProProfs Chat

JUNE 15, 2020

With more than 60% of consumers finding customers experience an important factor (irrespective of price), it becomes all the more crucial for your business to look into substantial customer-oriented marketing strategies. That means you need to make customer needs and happiness your top priority. Well, it is.

Social Media 105

Social Media E-support E Commerce Customer Satisfaction 105

Win the Customer

NOVEMBER 14, 2016

However, most businesses focus on using social media only for marketing – and that shouldn’t be the case. So, how about putting marketing aside for a minute and being a little… social? By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers.

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Social Media Customer Service Multi-Channel 2014 145

ShepHyken

JANUARY 15, 2018

Making Customer Experience Your Marketing and Sales Magnet by Chuck Sykes. CustomerThink) The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe. My Comment: A few years ago people were saying, “Customer service is the new marketing.”

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

AUGUST 22, 2016

It’s more than a list of ways to boost customer loyalty. Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. (CTS

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

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Article 2021 Customer Service Customer Service Training 18

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 . This is reactive customer service. For information contact or www.hyken.com.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

OCTOBER 10, 2022

The Secret to Building Brand Devotion is Not a Loyalty Program. Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. My Comment: I’ve always preached that there is a difference between a repeat customer and a loyal customer. by Andrew Reid.

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Article 2022 Customer Service Customer Centricity 13

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. Consider the example of coffee.

2022 13

2022 Article Customer Service Loyalty Programs 13

ShepHyken

AUGUST 30, 2021

A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. America’s Great Service Crisis by Shelley E.

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Article 2021 Customer Service Magazine 16

SurveySparrow

OCTOBER 1, 2023

What is High Touch Customer Service? High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. Read More: What is Market Segmentation : The Ultimate Guide 2.

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Customer Service Customer Experience Customers Travel 52

ShepHyken

NOVEMBER 7, 2022

The most trusted companies outperform the stock market and “are more than 2.5 Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. I’ll add a fifth, and that’s customer experience. That’s PR and marketing. The knowing and liking is easy.

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2022 Article Customer Service 2023 15

ShepHyken

OCTOBER 16, 2023

My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. Customers’ expectations have changed. Previously, brands would work on their ideas and develop a product or service that they believed would help customers. Connect with Shep on LinkedIn.

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Article Customer Service 2023 Customer Centricity 12

ShepHyken

MAY 30, 2022

The best companies have found the balance between digital and human, as they realize there is still a significant desire for human-to-human customer support. 5 Strategies for Increasing Customer Retention by Andrian Valeanu. Designmodo) Businesses go to great lengths to earn customers’ loyalty, especially in this digital age.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

OCTOBER 3, 2022

How to Create Authentic Relationships and Build Customer Trust by Matt Bertram. Entrepreneur Media) Brand equity, loyalty or affinity are really just terms used interchangeably to describe trust. While all brands strive to build trust with their customers, trust is earned and not given. Technology is driving this trend.

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Article 2022 Customer Service Retail 14