ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty?

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. T-Mobile is completely overhauling how its customer service works by Chris Welch. Follow on Twitter: @Hyken.

Article 69

Article 2018 Customer Service B2B 69

delighted

MARCH 9, 2021

We’ll also provide some tips on building an impeccable customer service strategy. The significance of great customer service. Brands across the globe are taking notice of how investing in great customer service can pay back dividends in the long run. The data speaks for itself. Then switch.

Customer Service Strategies 59

Customer Service Strategies Customer Service Social Media Net Promoter Score 59

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. Follow on Twitter: @Hyken.

Article 78

Article 2018 Customer Service Airlines 78

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson. You need to read this article now!

Article 73

Article 2022 Customer Service Customer Journey Mapping 73

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customers expect an empathetic reply to their feedback instead of something that feels automated. Similarly, leaders have a response rate of 1.21

Feedback 195

Feedback Management Social Media 2024 195

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

Article 68

Article 2020 Customer Service Healthcare 68

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ShepHyken

SEPTEMBER 15, 2021

Our service would be impeccable. . If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” Share this article with your team. We would make them feel like they were a guest at a fine hotel or restaurant. What would be over the top?

Hotels 171

Hotels Customer Service Training Financial Retail 171

Comm100

OCTOBER 11, 2017

This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. When your company’s social media is owned by only one department, it falls flat and short of what you, as a brand, want your online customers to remember you by.

Social Media 52

Social Media Customer Service Strategies Customer Service Download 52

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I refer to that as the expectation gap – what you think you are going to get versus what you actually get.) Is it that simple?

Article 48

Article Customer Service 2023 Customer Service Training 48

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Customize your brand to better align with your customers’ needs.

Customer Centricity 158

Customer Centricity Voice of Customer Social Media NPS 158

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

2024 104

2024 Customer Service Workshop Customer Service Training 104

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Although 80% of companies believe they provide excellent customer service, a mere 8% of customers agree. How to Connect the Right Way. Make It Personal.

Connections 125

Connections Blog Customer Centricity Consumers 125

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers.

Workshop 105

Workshop Customer Service Training Customers Reference 105

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.

Omnichannel 98

Omnichannel Customer Service E Commerce Social Media 98

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot.

Workshop 152

Workshop Customer Service Training Customer Service Article 152

Retently

MARCH 18, 2024

or a more detailed query, each question is a step towards understanding what makes your customers tick. Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Social Media 64

Social Media Customer Service Customer Service Strategies Customers 64

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

2018 108

2018 Blog Customer Service B2B 108

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 96

Customer Service Omnichannel Social Media 2020 96

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Review your existing customer service strategy .

Customer Experience 77

Customer Experience Net Promoter Score Omnichannel Measurement 77

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations.

Customer Service 91

Customer Service Omnichannel Customer Service Strategies Feedback 91

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention.

Omnichannel 117

Omnichannel Blog Customer Service Social Media 117

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. Today, a typical customer expects a prompt response and fast service from any business.

Consumers 104

Consumers Technology Blog Chief Customer Officer 104

ProProfs Chat

DECEMBER 4, 2020

Both the teams can identify knowledge gaps by keeping a track of: What keywords were used by visitors to find relevant self-help articles in the knowledge repository? What articles have the competitor websites covered and how much engagement have they gathered with those articles? Set Realistic Customer Expectations.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Employees, partners, and customers expect more from the organizations they support and interact with.

Customer Experience 198

Customer Experience Culture Government Customers 198

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. It’s facilities managers’ jobs to execute space changes during off-hours to minimize any impacts on customer experience. Shep Hyken.

Blog 83

Blog Customer Service Management Retail 83

ShepHyken

APRIL 28, 2017

“Responding quickly” is rated by customers as the most critical aspect of a great customer experience, so agents need to be equipped to support each of these media types with instant access to the same customer information. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 98

Blog Customer Service Contact Center Customers 98

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 70

2023 Customer Service Customer Service Representative Customer Care 70

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. Here are 8 ways to creatively tailor an e-commerce site to best serve digital customers: Provide Great User Experience.

E Commerce 86

E Commerce Blog Social Media User Experience 86

ShepHyken

MAY 19, 2017

This week we feature an article by Kevin J. Berk about the importance of responding quickly to customer comments and reviews. Ask your customers to post online reviews. People are your most important asset and customer service better be your top priority, or you won’t have any customers to worry about.

Blog 78

Blog Social Media 2012 Article 78