ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business.

2016 124

2016 Article Customer Service Loyalty 124

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Beyond Philosophy

AUGUST 11, 2022

It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. It turns out it wasn’t. Mandy Morgan wrote in with a litany of comments that support how I feel.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. And you know what else they can see?

Article 90

Article 2020 Customer Service Competitive Advantage 90

Happy or Not

OCTOBER 4, 2021

Even more frustrating is the fact that people are more likely to leave a review only when they have had either an exceptional experience or a negative one – that is, if they remember to at all. When you receive feedback that is negative, it can put a huge damper on your business. The importance of customer feedback.

Feedback 69

Feedback Social Media Exceptional Customer Service Financial 69

Lumoa

SEPTEMBER 16, 2022

However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Despite the ease of understanding what a good NPS is, benchmarking can be complex.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

Happy or Not

OCTOBER 11, 2021

Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you.

Customer Retention 69

Customer Retention Workshop Social Media Customers 69

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. CustomerThink) Here are 10 basic, however viable courses for business to turn irate, baffled, or disappointed clients into upbeat clients.

2018 90

2018 Article Customer Service Wireless 90

SurveySparrow

APRIL 13, 2021

If your company doesn’t have service recovery strategies in place to combat issues that crop out of nowhere, it will seriously affect your business prospects. All of these can adversely affect the organization if left unsolved. . Service Recovery Strategies. What are Service Recovery Strategies?

2021 97

2021 Leadership Feedback Touchpoint 97

SurveySparrow

JUNE 9, 2021

How often do you come across this type of review under the purchase page of a product? Now, how often do you come across such reviews? Customers often don’t care to express their positive experience with a product, but they are keen enough to warn fellow customers if the product shows the slightest hint of problems.

NPS 52

NPS Social Media Net Promoter Score Feedback 52

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. And you know what else they can see?

Article 62

Article 2020 Customer Service Competitive Advantage 62

ProProfs Chat

MARCH 27, 2020

It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. Exceed beyond service . It sounds simple, but it’s a bit more complex than just “going the extra mile” for your customer.

2020 90

2020 Customer Service Exceptional Customer Service Social Media 90

Magellan Solutions

NOVEMBER 12, 2021

Picking the right Inbound Call Center Services For Your Business. Choosing the right inbound call center services for your business may be intimidating for some business owners. Thus poor customer management may reflect on your business if you chose the wrong partner. . Create impressionable customer experience.

Call Center 52

Call Center Contact Center Social Media Document 52

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. 5 Tips to Meet & Exceed Customer Expectations.

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

ProProfs Chat

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. The more customers leave, the less your business grows. The more customers leave, the less your business grows.

Customer Service 90

Customer Service Social Media Customers Customer Retention 90

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer loyalty.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 91

Customer Success Management Social Media Sales 91

ProProfs Chat

APRIL 28, 2020

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. And, ultimately become brand loyals. Consider Common Customer Challenges.

Measurement 93

Measurement Net Promoter Score Customer Service Effort Score 93

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Eptica

MARCH 28, 2018

Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated. This can be linked to business metrics to give a true ROI figure. It is also driven by what is measured.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

CSM Magazine

NOVEMBER 1, 2021

Just recently we have discussed the customer service for delivery companies , but what about furniture websites? Let’s talk about the main aspects of this kind of customer service. Why does your client need customer support? Thanks to positive reviews, you can even sell more. Increased loyalty.

Customer Service 52

Customer Service Competitive Advantage Sales Consulting 52

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. Interestingly, call volume was not up.

Call Center 76

Call Center Workshop Customers Insurance 76

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Magellan Solutions

AUGUST 17, 2020

For businesses, these new channels mean new ways to respond to customers and improve customer relationships. Among these new mediums of customer communication, customer service and customer support emails have become one of the most popular. What is email customer service?

Customer Service 52

Customer Service Customer Service Representative Communication Customers 52

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. But did you ever truly learn how to convert those angry complainers into happy, loyal customers? Why wouldn’t you want to turn that around for someone else?

Download 57

Download Customers Customer Service Blog 57

SurveySparrow

SEPTEMBER 29, 2020

Customer support is the hallmark of a great company. Too often, companies will sell the product or service and think their job is done. What makes companies successful, though, is not one sale. It is building loyal customers who act as great marketers for your company. You get angry and frustrated.

E-support 59

E-support E Commerce Customers Webinar 59

Kustomer

JANUARY 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Carrie Lemelin to learn the secrets to delivering exceptional customer service in a post-COVID world. Learn how Carrie leads her business by listening to the podcast below.

Measurement 90

Measurement Definition Call Center Interaction 90

Kayako

SEPTEMBER 26, 2019

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates. The business of customer service is emotional.

Communication 52

Communication Culture Customers Guest Experience 52

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

2019 64

2019 Blog E-support Chief Customer Officer 64

Oracle

JULY 10, 2019

Customer expectations are higher than ever. Customers want what they want, when they want it. You’ve probably heard the stats before, too: 33% of Americans will switch companies after one instance of bad customer service. US companies lose $62 billion a year due to poor customer service.

Customer Expectations 47

Customer Expectations Loyalty Poor Customer Service Customers 47

PeopleMetrics

OCTOBER 29, 2014

I think about customer experience all day at PeopleMetrics. The holiday season (which is how I imagine heaven) provides millions of opportunities for companies to show their customers how much they care. The voice of the customer is even more powerful when fueled by eggnog. Maybe I Can Turn This Around.

Customer Experience 66

Customer Experience Social Media Customers Retail 66

Totango

MARCH 5, 2019

Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service provider. Here’s how.

Management 58

Management Customer Success Social Media Customers 58

SurveySparrow

NOVEMBER 26, 2019

None of us can remain enthusiastic and driven every day at work, no matter how passionate we are. But work is work, and you just can’t turn your back on it. Marketing has evolved to emotionally connect with customers by catering to their specific needs and that I tell you has made all the difference.

Marketing 90

Marketing Social Media Advertising Brands 90

CSM Magazine

MARCH 27, 2020

The definitive guide to supporting customers from product to retention by Emil Hajric, CEO at Helpjuice.com. It’s easy to see effects of bad customer service—one request slips through the cracks and you could be looking at a public battle on your social media accounts tomorrow. What is Customer Support?

Social Media 52

Social Media E-support Customers Call Center 52

LiveChat

APRIL 15, 2016

When working in customer service, you won’t be dealing only with different types of customers in sales situations. A bulk of customer service agent’s work will be dealing with a variety of customers who have a problem. What types of customers can you expect though? Prepare a plan.

Social Media 43

Social Media Customers Definition Customer Service 43

Help Scout

APRIL 16, 2019

Back in the old days, customer service meant talking face to face with people who came into your storefront. Real-life interactions were the original support conversations, and doing customer service this way is something people have done forever. By contrast, online service is quite new. Lack of responsiveness.

Document 40

Document Customer Expectations Interaction Customer Service 40