Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training.

Social Media 47

Social Media Marketing Customer Service Training Customer Service 47

Bill Quiseng

NOVEMBER 8, 2023

Instead, treat your customers a little better than they expect to be treated. Serve to CARE for your customers. COMMUNICATE with every customer with a smile, eye contact, and polite interaction. ACKNOWLEDGE each customer’s presence and value to you and your business. CARE for your customers because you want to.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

SEPTEMBER 13, 2023

Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business. and interact during the TV show.

Customer Service 70

Customer Service Customer Experience Workshop Social Media 70

Lumoa

NOVEMBER 17, 2022

Understanding the likes and dislikes of your customers is another effective method of personalizing your online customer experience. Customers view personalization as an integral part of their online experience. Poor customer service interactions could lead to a potential loss of business.

E Commerce 83

E Commerce 2023 E-support Customer Experience 83

Comm100

APRIL 2, 2024

CSAT measures customer satisfaction with a product, service, or a specific interaction. Improving CSAT score is not just about boosting a number; it’s about enhancing the customer experience. A higher score is indicative of successful customer interactions, suggesting that your offerings meet or exceed expectations.

Customer Satisfaction 95

Customer Satisfaction Feedback Interaction Insights 95

ShepHyken

DECEMBER 13, 2021

Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress, or are unable to provide accurate information. This article gives us a glimpse into the benefits of AI as it applies to customer service. by Pierre DeBois.

2021 78

2021 Article Customer Service Social Media 78

ShepHyken

MARCH 29, 2017

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. It is proof that social customer care is something that companies cannot ignore.

Customer Care 101

Customer Care Social Media Customer Service Training Customers 101

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. My Comment: I’m a big fan of using social media to enhance the customer experience.

2021 91

2021 Article Customer Service Social Media 91

CSM Magazine

OCTOBER 25, 2023

Ultimately, a welcoming smile, attentive service, and the ability to interact face-to-face with knowledgeable staff can make a world of difference. An empowered and well-trained retail staff team is key to an unparalleled shopping experience. This – in turn – is key to keeping ahead of the competition.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. TeleTech) Memorable. Surprising.

2016 104

2016 Article Social Media Customer Service 104

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. Look around you.

Social Media 167

Social Media Customer Service 2025 Customers 167

ShepHyken

MAY 31, 2021

My Comment: The idea behind knowing your customer effort score is to determine the amount of friction your customers go through to interact with your organization, usually because of a customer complaint or support issue. My belief is that all interactions of the customer’s journey should be considered.

Article 132

Article E Commerce 2021 Customer Service 132

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

2019 98

2019 Article Social Media Customer Service 98

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. The exemplary contact center service can make a world of difference in your customer interactions.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

Ecrion

JULY 14, 2020

As we move into the future, customer service training will become more personalized. Using a more tailored employee training approach will ensure that every customer gets the best experience possible. Social Media as a Customer Support Tool. Social Media as a Customer Support Tool.

Communication 92

Communication Technology Customer Service Social Media 92

ShepHyken

JULY 12, 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Follow on Twitter: @Hyken.

Article 127

Article 2021 Customer Service Retail 127

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. My Comment: Want to get even closer to your most loyal customers? Create a better experience for them on social media.

Article 111

Article 2019 Customer Service Social Media 111

Comm100

AUGUST 29, 2021

One of the greatest strengths of an omnichannel customer service strategy is the uniquely customer-centric focus. Maybe the most important aspect of any customer interaction is exercising empathy, and an omnichannel approach to support allows you to reach customers where they’re most comfortable.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

ShepHyken

JANUARY 12, 2022

This was about different ways customers could communicate with you. Today there are many others, such as text, social media, apps, and more. A pop-up window asked if I needed help, so I started to interact via chat. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Omnichannel 80

Omnichannel Multi-Channel Definition Social Media 80

Stella Connect

JANUARY 28, 2022

Your agents on the frontlines are fielding inquiries, sifting through comments, and handling interactions across email, chat, SMS, social media, phone calls, in person, and more. They’re bringing their A-game, embodying your company’s brand values, and putting customers first.

Customer Service 52

Customer Service Customer Service Training 2022 Social Media 52

ShepHyken

MARCH 7, 2018

But it does surprise me that the lower-paid positions are often most responsible for interacting with customers. These are great people who work in customer support centers and respond to a customer’s questions and complaints with patience, empathy, and efficiency. They’re your front line for your customers.

Customer Service Representative 179

Customer Service Representative Banking Social Media Customer Service Training 179

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? It’s simple: Customers love to know what to expect.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

InMoment XI

MARCH 11, 2024

This app responds to customer concerns at all hours of the day, and provides prompt and accurate resolutions to their problems. When the interaction is over and the credit union deploys a customer satisfaction survey , the customer will answer that they were satisfied with their experience.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems.

2017 59

2017 Article Social Media Customer Service 59

Bill Quiseng

JULY 28, 2014

The real benefit of social media is in meeting people who share like interests. This training has to be implemented from the very beginning of employee orientation since each and every team member represents a face of the organization. Vendors have to develop an integrated approach to customer service training.

Customer Service 143

Customer Service Hotels Social Media 2013 143

ShepHyken

AUGUST 15, 2016

Will it ever replace human interactions? There always has to be a “fall back” plan that defaults to human interaction. 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty!

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer.

2017 84

2017 Article Customer Service Social Media 84

Stella Connect

DECEMBER 15, 2021

Impersonal interactions. Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Long wait times.

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Digital Customers Less Loyal by Tanya Gazdik.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

NOVEMBER 15, 2021

So-called “vanity” metrics, for example – followers, likes, retweets, and influencer mentions in social media, for example – will leave the CEO or CMO exclaiming that famous line from Jerry Maguire: “Show me the money!”. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell. You may find some answers in this article.

Article 73

Article 2021 Customer Service Metrics 73

ShepHyken

NOVEMBER 28, 2016

Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. That’s good news since the ability to consistently deliver an excellent customer experience is critical for companies in today’s hyper-competitive economy.

2016 112

2016 Article Customer Service Social Media 112

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. “I become more focused on fixing the customer’s problem and less on my mistake.” We want you to know we value you as a customer.

Customer Service 164

Customer Service 2014 Customer Service Training Social Media 164

ShepHyken

MARCH 11, 2019

(MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. For marketers, it is important to explore powerful opportunities that can drive improved customer engagement and interactions. There’s the company’s viewpoint and the customer’s viewpoint.

Article 101

Article 2019 Customer Service E-support 101

ShepHyken

FEBRUARY 21, 2022

Are Lifelike Digital Humans the Future of Customer Experience? TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million.

Article 70

Article 2022 Customer Service 2005 70

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. – Text messaging is an emerging customer service power play.

2021 52

2021 Customer Service Social Media Omnichannel 52

ShepHyken

OCTOBER 24, 2016

How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. AdWeek) We asked Rational Interaction to dig a little deeper for key, brand-specific revelations. My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels.

2016 119

2016 Article Customer Service Government 119