Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 60

Customer Service Training Customer Service Seminar Banking 60

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Customer Satisfaction 95

Customer Satisfaction Feedback Interaction Insights 95

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. I have added my comments about each article and would like to hear what you think too.

2024 58

2024 Article Customer Service Social Media 58

ShepHyken

AUGUST 28, 2023

.” So, why do too many leaders continue to focus on customer satisfaction as a measure of customer affinity, even loyalty? My Comment: I’ve always said there is a big difference between satisfied customers and loyal customers. How do you know what your customers think of you? Satisfactory isn’t enough.

2023 62

2023 Article Customer Service Magazine 62

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

2021 155

2021 Article Customer Service Net Promoter Score 155

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. My Comment: Do your customers know you care about them? If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. My Comment: Almost any business can benefit from reviews.

Article 64

Article Customer Service 2023 Contact Center 64

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

2024 62

2024 Article Customer Service Net Promoter Score 62

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.

Article 67

Article Customer Service 2023 Contact Center 67

ReviewTrackers

JULY 31, 2018

Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Feedback Social Media 2003 50

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Article 60

Article Customer Service 2023 Customer Centricity 60

ReviewTrackers

JULY 31, 2018

Customer feedback is one of your company’s greatest sources of information and learning. Using information from customer feedback, you can gain valuable insights essential to improving your brand, products, services, and overall customer experience. Customer Feedback Questions to Ask.

Net Promoter Score 50

Net Promoter Score Feedback Social Media 2003 50

ShepHyken

APRIL 9, 2018

This is his take on how Amazon has raised the bar on customer service – and how you can too! Bad Feedback Is the Best Feedback. 360Connext) Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. by Jeannie Walters.

Net Promoter Score 89

Net Promoter Score Article 2018 Customer Service 89

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 67

Customer Experience Customer Service Training Reference Loyalty 67

Experience Investigators by 360Connext

JANUARY 28, 2020

Then ensure you understand today’s reality with the right baseline metrics, along with journey maps, ongoing customer feedback mechanisms, and more. Related: How to Improve Customer Service Training with Simple Metrics. Customer experience is really, at its core, a uniquely positive idea. What a gift!

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

OCTOBER 22, 2021

Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Conclusion

Customer Experience 146

Customer Experience Management Return on Investment Banking 146

Stella Connect

JANUARY 28, 2022

. #2: Reduce customer effort and response times. If there’s one thing we’ve learned from asking consumers what factors matter the most when influencing their purchasing decisions and brand loyalties as part of our Customer Service Trends for 2022 report , it’s that the power of customer service is real.

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

ShepHyken

JULY 31, 2023

12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and encourage that person to keep coming back.

Article 62

Article 2023 Customer Service Customer Centricity 62

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Article 134

Article 2021 Customer Service Loyalty Programs 134

ShepHyken

MAY 6, 2019

4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. 7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust?

Article 115

Article 2019 Customer Service Magazine 115

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make. My Comment: Here is a fascinating article about loyalty and the customer experience.

Article 141

Article 2020 Customer Service Loyalty Programs 141

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

JUNE 11, 2023

5 Things Clients Won’t Tell You Before They Leave by Dawna Jarvis (Salon Today) As service providers, we often wonder why clients choose to leave without providing any feedback. Loyal customers not only provide a steady stream of revenue but also help spread word-of-mouth marketing, which is the most trusted form of advertising.

Article 62

Article Customer Service B2B 2023 62

CSM Magazine

OCTOBER 25, 2023

An empowered and well-trained retail staff team is key to an unparalleled shopping experience. Key Components of Effective Customer Service Training The human interaction that a retail store can offer is a huge advantage. However, a badly trained and disinterested staff team can quickly switch this advantage around.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. Monitoring call quality, tracking resolution times, and gathering customer feedback can help them maintain high standards.

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

ShepHyken

JUNE 17, 2019

How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Freshdesk) What we almost never hear about is what to do about positive feedback. Well, the same focus should be on positive feedback you receive. That’s the challenge – to do something with that positive feedback. They are left out.

Article 110

Article 2019 Customer Service Call Center 110

ShepHyken

JANUARY 10, 2022

He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Customer Service Is the New Upsell by David Wagoner. Business 2 Community) We all know that keeping your customers happy is the key to building loyalty and earning repeat business.

Article 75

Article 2022 Customer Service Loyalty Programs 75

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job.

Article 104

Article 2021 Customer Service Contact Center 104

ShepHyken

APRIL 17, 2023

How can providing a positive patient experience improve patient satisfaction and loyalty? Why is customer service training important in the healthcare industry? This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How does patient experience impact clinical outcomes?

Healthcare 62

Healthcare Customer Service Customer Service Training Loyalty 62

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Article 91

Article 2021 Customer Service Retail 91

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

2020 75

2020 Article Customer Service Touchpoint 75

Stella Connect

DECEMBER 15, 2021

. #1: Negative word of mouth (WoM) marketing is the new norm, with nearly 50% of consumers engaging in it after a poor customer service experience. . 40% of US and UK consumers say they will post about a poor customer service experience online. Brands don’t have much time to get things right for customers.

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ShepHyken

MARCH 24, 2021

It’s important to know how customers feel about the experience they just had. Feedback and ratings will help drive that effort. But in the end, knowing what percentage of customers come back, how often they come back, and how much they buy when they do come back, is a metric to pay close attention to. Follow on Twitter: @Hyken.

Measurement 153

Measurement Net Promoter Score Customer Satisfaction Books 153

ShepHyken

JANUARY 15, 2023

That means you take care of the customer’s problem – sometimes even before the customer even knows about it. Another angle is to be proactive about finding the problem, which means you’re reaching out to a customer for feedback and commentary before they make the complaint. I thought it already was!)

2023 48

2023 Article Customer Service Customer Satisfaction 48

Stella Connect

NOVEMBER 29, 2021

3: Collecting Real-Time Customer Feedback. The power of capturing and adapting your customer service strategies based on the voice of the customer is undeniable, especially when you consider the immediate impact of just one poor customer experience. Following up with customers who have a negative experience.

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

OCTOBER 15, 2018

My Comment: Delivering a consistent and predictable customer experience builds customer confidence, which can lead to trust and potentially customer loyalty. This short article shares five steps on how to deliver the experience that your customers will and should come to count on when they do business with you.

2018 88

2018 Article Customer Service Automotive 88

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

2016 130

2016 Article Customer Service 2017 130

CSM Magazine

AUGUST 23, 2022

Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business. The ROI Value In Better Customer Service. Understanding Your Customers: Deep dive into who are your ideal customers and get to know what makes them tick. Loyalty rewards programs.

Customer Service 52

Customer Service Management Rewards Programs Reference 52