ShepHyken

MAY 21, 2018

5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods. My Comment: Starbucks is a leader in customer service and experience. But will it work?

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

SEPTEMBER 28, 2020

Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. For information on The Customer Focus customer service training pr.

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

APRIL 20, 2022

I wanted to return the phone and go back to the older technology. Eventually, my frustration forced me to call customer support. It’s the line that will turn your angry customers into loyal customers who say, “I’ll be back!” . Here is a perfect example. I had switched to a new mobile phone. It was that different.

Customer Service Training 130

Customer Service Training Reference Customers Customer Service 130

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

2019 100

2019 Article Customer Service Social Media 100

ShepHyken

APRIL 27, 2020

” 15 Customer Service Strategies To Help You Deliver A 5-Star Experience by Forbes Coaches Council. Forbes) If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. My Comment: Creating a good customer experience is more than a strategy.

Article 84

Article 2020 Customer Service Government 84

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. Do something special for Get to Know Your Customer Days. For more information, go to GetToKnowYourCustomerDay. Video is an amazing tool.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

NOVEMBER 7, 2018

Technology has taken us to a new level of pizza ordering. I included them in the chapter on technology. They also revolutionized their process and started building technology into the customer experience. What can you do to be more convenient for your customers? Today I do the same thing. So, they improved.

2008 91

2008 Books Customer Service Training Technology 91

ShepHyken

JUNE 26, 2019

All of this is based on this customer’s previous behaviors, which align with patterns established by hundreds or even thousands of other customers. The patterns allow for predictions of the customer’s needs and suggest the best way to take care of them. Technology can play a role in making these predictions.

Customer Relationship Management 134

Customer Relationship Management Customer Service Training Customers Definition 134

ShepHyken

JANUARY 24, 2018

I received a response from Nayeli Burns ( @Nayelihrc ), the concierge at Encore Event Technologies, an “in-house” event production company in hotels and resorts throughout North America. Getting your customer’s feedback in a timely fashion is vital, so why not do it just as the event is coming to an end? It’s personalized.

Hotels 101

Hotels Events Fashion Customer Service Training 101

ShepHyken

DECEMBER 14, 2020

(ZDNet) Service and support channels have been flooded by anxious customers seeking new levels of empathetic, personalized engagement. Organizations are increasingly turning to technologies like AI to ease pressure on agents, but face challenges as demands on IT skyrocket. Follow on Twitter: @Hyken.

2020 140

2020 Article Customer Service 2021 140

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 88

2019 Article Net Promoter Score Customer Service 88

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. Then we do “leadership-type” things.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

JULY 6, 2020

Of course, getting to the customer service rep is of major importance, but once there, customers expect the rep to be an expert (in other words, answer the question), deliver with empathy, act with speed and demonstrate flexibility (in that order). There is plenty of great information here to get you thinking.

Article 66

Article 2020 Customer Service Healthcare 66

ShepHyken

AUGUST 31, 2020

(Who’s On) Here, we explore how the nature of telephone customer service has changed. Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it.

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

DECEMBER 17, 2018

(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. My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. Is your company that good?).

2018 80

2018 Article Customer Service 2019 80

ShepHyken

JUNE 1, 2020

These days, there are three things I focus on when it comes to customer service. My Comment: We start this week’s roundup with a very short article (two-minute read) about three simple ideas to increase loyalty; keep customers informed, no surprises and good follow-up. Sounds like common sense, doesn’t it?

Article 68

Article 2020 Customer Service Call Center 68

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What Is Excellent Customer Service? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

DECEMBER 12, 2016

My Comment: Technically, this isn’t an article, but this SlideShare has great information about how to, as the title indicates, create “Moments of Wow.” You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. Follow on Twitter: @Hyken.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. The future is now!

2017 74

2017 Article Customer Service Retail 74

ShepHyken

DECEMBER 6, 2021

(BotCore.AI) In order to adapt to the sudden shift towards interacting with customers on digital channels, organizations across the globe have swiftly implemented chatbots to improve customer self-service, provide information, deliver continuous and cost-effective support, and delight customers with personalized experiences.

2021 68

2021 Article Customer Service 2022 68

ShepHyken

JANUARY 29, 2018

My Comment: My friends at LiveChat have put out a 2018 customer service report. Plenty of interesting information here. Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. If you want to stay in the game, you should keep up with the latest trends.

2018 94

2018 Article Customer Service Social Media 94

ShepHyken

FEBRUARY 12, 2018

But I think we should embrace the flip side and remember that every satisfied customer is also a building block to our success ” — Lana K. My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). The future is now!

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

JULY 9, 2018

Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. RingCentral) UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. The post 5 Top Customer Service Articles for the Week of July 9, 2018 appeared first on Shep Hyken.

Article 84

Article 2018 Poor Customer Service Customer Service 84

ShepHyken

JANUARY 9, 2017

Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com. Happy New Year!).

2017 80

2017 Article Customer Service Loyalty 80

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. My Comment: Domino’s pizza has a simple business, right?

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Article 52

Article Net Promoter Score 2017 Customer Service 52

ShepHyken

APRIL 30, 2018

He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

Qualtrics

NOVEMBER 20, 2020

Self service help centers — Sometimes good customer service means helping customers help themselves with FAQ pages, help centers, and community forums. How to form a digital customer service strategy. Here are a few tips for onboarding agents to digital customer service: Implement a training program.

Customer Service 26

Customer Service Social Media Average Handle Time Feedback 26

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

SEPTEMBER 10, 2018

And, there are some good stats and facts about the importance of delivering an excellent service experience. How AI, Machine Learning And Other Disruptive Trends Are Defining The Future Of Customer Service by Julian Mitchell. How to train your agents to avoid these 5 customer service fails by Rhiân Davies.

Article 13

Article 2018 Customer Service Social Media 13