Doing CX Right

JANUARY 17, 2023

Learn why & how to use them to fuel customer loyalty. The post Social Audio: The Key to Elevating Your Customer Service Strategy appeared first on Doing CX Right. Social audio like Clubhouse, Twitter Spaces, LinkedIn Live, Discord, and Wisdom are increasing in popularity.

Customer Service Strategies 52

Customer Service Strategies Customer Service Loyalty Customers 52

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Laura Hayes, VP Customer Operations, Momentive.

Customer Service Strategies 52

Customer Service Strategies 2022 Webinar Customer Service 52

West Monroe

OCTOBER 19, 2022

It’s well understood that a customer’s experience drives their loyalty: 80% of customers say the experience is as important as the product or service itself. And in financial services, we know that loyal customers will bring increased wallet share. We really know Salesforce.

Customer Service Strategies 40

Customer Service Strategies Customer Service Banking Webinar 40

Advantage Communications

DECEMBER 9, 2020

We all know the benefits of a well-thought-out customer service program. By improving customer satisfaction, your business can improve brand loyalty, drive new revenue opportunities and build a positive brand reputation.

Customer Service Strategies 98

Customer Service Strategies Customer Service Customer Satisfaction Loyalty 98

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Enhanced Customer Satisfaction and Loyalty Customers appreciate when a company goes out of its way to ensure their satisfaction.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. I love my smartphone: A full 92% of American Millennials own a smartphone. But they don’t stop there.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

VDS

MAY 21, 2024

Imagine a world where customer service is both incredibly efficient and deeply empathetic—this is the promise of combining AI technology with human agents. To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction.

Interaction 52

Interaction Customer Service Virtual Agent Contact Center 52

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. This is my Loyalty Question , a concept I’ve shared many times over the years. However, you have an important role in the result.

Metrics 153

Metrics Customer Service Workshop Measurement 153

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric. Putting it all together.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

2023 105

2023 Customer Service 2024 Airlines 105

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year?

Article 65

Article Customer Service 2024 2023 65

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Customer Service Return on Investment Customer Satisfaction 52

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 78

Customer Service E Commerce Rewards Programs Customer Relationships 78

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Consistency creates confidence, and confidence can lead to customer loyalty. Happy New Year!

Customer Service 158

Customer Service Workshop Customer Service Training Connections 158

CSM Magazine

MAY 2, 2024

This has become the main reason for gaming businesses to be unique, as they can easily grab the attention of potential customers. Exceptional customer service is what makes the difference. A positive customer service experience can turn a potential churner into a loyal customer.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Customers 52

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Customer Service Return on Investment Customer Satisfaction 52

ShepHyken

MARCH 14, 2023

I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.

Loyalty 103

Loyalty Customer Service Training Customers Connections 103

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 106

Loyalty Social Media Communication Customer Service Training 106

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Delivering excellent customer service isn’t just about responding when there’s an issue, resolving it and moving on. For the modern consumer, expectations are growing.

Customer Service 78

Customer Service Customer Service Strategies Hotels Social Media 78

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. This level of customization enhances the user experience, making it feel more engaging and tailored to individual tastes.

Customer Service 52

Customer Service User Experience Touchpoint Competitive Advantage 52

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 62

2023 Customer Service Customer Service Representative Customer Care 62

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 159

Social Media Customer Service Customer Care Customer Service Training 159

CloudCherry

JULY 10, 2019

Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service. Customer experience and customer service are two peas in a pod.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

2023 137

2023 Customer Service Customer Experience B2C 137

delighted

SEPTEMBER 27, 2019

Exceptional customer service turns repeat and new customers into promoters. Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service.

Customer Service Strategies 41

Customer Service Strategies Customer Service Social Media Exceptional Customer Service 41

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. Building customer loyalty in a contactless future by Nittin Rakesh.

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Article 67

Article 2022 Customer Service Loyalty Programs 67

Talkdesk

JULY 14, 2016

Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. The first question that comes to mind when thinking of customer service is cost.

Customer Service Strategies 40

Customer Service Strategies Customer Service Customer Service Representative Customer Centricity 40

CSM Magazine

OCTOBER 17, 2016

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses. Customers are becoming more informed, more demanding, evermore critical, and are realising the power they yield. The wrath of frustrated customers, a damaged reputation and losses in sales and loyalty.

Customer Service Strategies 45

Customer Service Strategies Customer Service Multi-Channel Customers 45

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Article 73

Article 2021 Customer Service Metrics 73

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. and loyalty. by Carl Smith.

2021 143

2021 Article Customer Service Government 143

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

2020 156

2020 Article Customer Service Airlines 156