ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 98

2021 Article Customer Service B2B 98

ShepHyken

MAY 31, 2021

(Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 132

Article E Commerce 2021 Customer Service 132

ShepHyken

DECEMBER 31, 2018

One of my favorites: “I will empower and educate my employees to provide the best customer experience.”. 2019 AI Outlook: Is Customer Service The New Marketing? My Comment: Want to know what the future of AI and customer service will look like – and I mean future as in the next year? by Puneet Mehta.

2018 99

2018 Article Customer Service 2019 99

ShepHyken

NOVEMBER 6, 2023

And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your agents is helping to move the needle positively in terms of customer loyalty and advocacy.

Article 68

Article Customer Service 2023 Contact Center 68

ShepHyken

SEPTEMBER 21, 2020

5 Experiences That Define Strong Customer Service by Wise Marketer Staff. The Wise Marketer) The level of competition in various industries constantly grows because customers have many options to choose from. My Comment: Want to meet – and even exceed – your customers’ expectations?

Article 95

Article 2020 Customer Service Employee Experience 95

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

2021 81

2021 Article Customer Service Customer Retention 81

CSM Magazine

DECEMBER 29, 2022

Additionally, online services often allow businesses to access premium customer service support as well as sophisticated online security protocols that help keep funds and personal information safe. Keep your promises – if you say you’ll call a customer back, make sure you do so in a timely manner.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. 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?

Article 71

Article 2022 Customer Service B2C 71

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Article 68

Article Net Promoter Score 2022 Customer Service 68

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

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

2019 119

2019 Article Customer Service Leadership 119

ShepHyken

NOVEMBER 12, 2018

This article will introduce you to 7-Eleven’s version of another way to deliver a more convenient customer experience. What the modern gig economy is doing to customer experience by Dr. Chris Baumann. CMO) Most marketing theory was established in the context of stable employment relationships. Follow on Twitter: @Hyken.

2018 92

2018 Article Customer Service 2019 92

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. Understand Customer and Market Perceptions.

Customer Experience 116

Customer Experience Download Workshop Metrics 116

ShepHyken

FEBRUARY 19, 2023

So, it begs the question of how you’re setting up your business to shift with customer expectations? Keep reading to uncover the six degrees of separation between your customer experience strategy and how to achieve it. Shep Hyken, a top influencer in customer service, says, “Customer service is not a department.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

FEBRUARY 21, 2022

My opinion is that this technology ups the customer experience related to lower-level needs. 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.

Article 71

Article 2022 Customer Service 2005 71

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Improving Customer Relationships with AI. trillion by 2025.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. By honing the skills of communication, problem-solving, strategizing, team training, and leadership, you can set yourself up for success.

Customer Service 56

Customer Service Management Leadership Communication 56

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.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Follow on Twitter: @Hyken.

Article 65

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? More than ever, it’s important to not just get new customers, but keep the customers you have.

2020 106

2020 Article Customer Service Hospitality 106

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. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 92

Customer Experience ROI Metrics Net Promoter Score 92

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:

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. It drives word-of-mouth referrals.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

MARCH 25, 2019

My Comment: Here are some of the latest stats and trends in the customer experience world. ClickZ commissioned a study that included responses from more than 5,000 and 500 marketers. How do your customers know you really, really care? Human-Centered Customer Support by HubSpot & HelpScout. Follow on Twitter: @Hyken.

2019 109

2019 Article Customer Service Competitive Advantage 109

ShepHyken

JANUARY 14, 2019

One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response. The True Cost of Losing a Customer by Susan Preiss . My Comment: I’m a fan of the customer journey map.

2019 95

2019 Article Customer Journey Mapping Customer Service 95

ShepHyken

OCTOBER 12, 2020

During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. Building customer service resilience during continued uncertainty by Paul Selby. (A

Article 80

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. If you like this idea, you’ll love the rest of the article.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

AUGUST 22, 2016

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. How to Cater to Your Online Customers’ Needs by Methma Atapattu. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Customer Retention 0

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

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

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.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

JULY 6, 2020

Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic. 6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko. He understands how to take a complex process and simplify it for the customer.

Article 66

Article 2020 Customer Service Healthcare 66

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

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.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

Article 59

Article Customer Service 2017 Social Media 59

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 . My Comment: There have been many lists shared about how to be more effective with social customer care.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. My Comment: Of course, you listen to your customers! What Is Advocacy Marketing? Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service Contact Center 13