ShepHyken

APRIL 8, 2019

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. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. A good service opportunity went bad.

Article 107

Article 2019 Customer Service Hotels 107

ShepHyken

JULY 9, 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 to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Then read this article.

Article 85

Article 2018 Customer Service Poor Customer Service 85

ShepHyken

SEPTEMBER 9, 2019

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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Some rudely hang up on customers.

Article 99

Article 2019 Customer Service Loyalty Programs 99

ShepHyken

MAY 12, 2019

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. Chatbots vs. Humans: The Better Option for Customer Service by Michael. ” Okay, I’m intrigued!

2019 97

2019 Article Loyalty Programs Customer Service 97

CSM Magazine

NOVEMBER 12, 2015

As a customer service person, do you want to do that to a customer? And, stop reading this article. Non-caring attitudes and approaches sicken everyone: customers and fellow co-workers alike. Of course not! However, if you don’t care, you should change jobs and not work with the public.

Poor Customer Service 65

Poor Customer Service Customer Service Airlines Hotels 65

ShepHyken

MAY 30, 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. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Article 14

Article 2022 Customer Service Rewards Programs 14

ShepHyken

NOVEMBER 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. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. The secret?

Article 85

Article 2018 Customer Service Airlines 85

ShepHyken

SEPTEMBER 28, 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Let me count the ways!

2020 80

2020 Article Customer Service Culture 80

ShepHyken

SEPTEMBER 10, 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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes.

Article 14

Article 2018 Customer Service Social Media 14

ShepHyken

DECEMBER 8, 2021

He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I’ve already written several articles about this ugly word, and I thought it was time to introduce it here. I said, “You are a victim of skimpflation.” . It was the perfect explanation.

Poor Customer Service 154

Poor Customer Service Hotels Customer Service Training Customer Service 154

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. For example, if you find that a competitor has high customer churn rates due to poor customer service, this isn’t just a point to mull over—it’s an actionable insight.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. You can connect with him on Twitter or LinkedIn.

Customer Service 150

Customer Service Net Promoter Score Workshop Document 150

Beyond Philosophy

MARCH 2, 2020

That said, I appreciate how this article introduces the discussion about the opportunity that lies within customer complaints. . Word-of-mouth marketing might make it easier (or harder) for you to acquire different customers than without it. Which kind of referral are you likely to get if you provide lousy customer service? .

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Shep Hyken. You’re almost ready to buy. Connect on Twitter.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. Great customer service is fabulous marketing.

Insurance 167

Insurance Poor Customer Service 2022 Article 167

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! Reasons for having a customer-first strategy. What do you think?

Customer Centricity 118

Customer Centricity Social Media Poor Customer Service Airlines 118

ShepHyken

APRIL 7, 2017

She specializes in the B2B customer experience management and has been with iTouchVision, driving new customer initiatives to promote business activities. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 115

Blog Poor Customer Service Advertising B2B 115

Oracle

JULY 16, 2018

“It’s inevitable that AI will and probably does replace some jobs,” says Nate Masterson, CXO of beauty product company Maple Holistics in an interview for this article. “But the amount of work it adds to the market far outweighs the amount of work lost.” trillion — is this a job that can be done by a robot?

2030 111

2030 Poor Customer Service Healthcare 2020 111

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. The result of all of this is angry, frustrated customers.

Customer Journey 133

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 133

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Why do companies with poor customer service continue to flourish?

Poor Customer Service 110

Poor Customer Service Feedback Customer Expectations Loyalty 110

ShepHyken

SEPTEMBER 30, 2016

So not only is it a waste of money, it is really poor customer service. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Ten Rookie Customer Service Mistakes And How To Avoid Them. Stop wasting your money.

Blog 120

Blog Advertising Entertainment Sports 120

Happy or Not

NOVEMBER 13, 2024

With countless excellent customer service examples in various industries, it’s clear that companies that prioritize a customer-centric approach stand out in customer service today.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

Cyara

NOVEMBER 18, 2021

Forbes published an article to advise that around $75 billion is lost every year on poor customer service experiences. As IT departments globally prepare to deliver peak assurance programs to senior management and businesses, it’s a good time to consider what we have to expect ahead.

Poor Customer Service 67

Poor Customer Service Article Customer Service Management 67

Beyond Philosophy

AUGUST 1, 2016

But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number. Happy Customers: How to Get Them!

Poor Customer Service 113

Poor Customer Service Consulting Books Customer Centricity 113

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Blog 110

Blog Loyalty Programs Loyalty Lifetime Customer 110

CSM Magazine

JANUARY 31, 2025

Failing to create a good customer service strategy can be costly for businesses, as it can lead to buyers seeking new brands that can meet their needs. The same holds true for the eye care industry, as good customer service strategies are crucial in adding value to the brand and earning your buyers trust and loyalty.

Customer Service 52

Customer Service Retail Poor Customer Service Customer Service Strategies 52

Beyond Philosophy

MARCH 8, 2017

The result is that customers suffer poor customer service and a miserable Customer Experience while the telecom enjoys record gains in market share. Make sure your Customer Experience exceeds your Customer’s expectations rather than being a disappointment or frustration.

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

Up Your Service

NOVEMBER 28, 2019

The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction. Customer experience now reigns as the supreme brand differentiator, with no shortage of data to back it up.

Customer Experience 90

Customer Experience B2C 2010 Poor Customer Service 90

Oracle

APRIL 15, 2021

Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. trillion annually due to poor customer service, according to Accenture. 3 Notable Ways to Build a Customer-First Business.

2021 94

2021 Loyalty Programs Poor Customer Service Loyalty 94

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Communication Insurance 52

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. Six motivations to go above and beyond.

Exceptional Customer Service 106

Exceptional Customer Service Leadership Poor Customer Service Customer Service 106

ShepHyken

AUGUST 3, 2018

This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. Good customer service is essential for a successful business.”

Customer Service 88

Customer Service Blog Call Center Poor Customer Service 88

Team Support

JULY 25, 2023

Consider this… customers make up 74% of business revenue and poor customer experiences have led 89% of consumers to switch over to competing companies. companies lose roughly $75 billion a year due to poor customer service. Adding chatbots to your customer support tech stack can save your company 2.5

Poor Customer Service 98

Poor Customer Service Customer Satisfaction Customers Demo 98

Kayako

OCTOBER 29, 2015

Today Upwork.com shows 53,000+ for virtual customer service work alone. Another study shows that customers are 65% more likely to become disloyal and spread negative word of mouth because of a poor customer service interaction.

2010 114

2010 2015 Poor Customer Service 2005 114

The DiJulius Group

SEPTEMBER 26, 2018

Economy Booming = Poor Customer Service There are many positives of an excellent economy. Read Full Article. The post The Stronger The Economy The Weaker The Service appeared first on The DiJulius Group. I will argue that there are a significant number of drawbacks as well. This makes it an “employee market.”

Poor Customer Service 56

Poor Customer Service Article Customer Service Marketing 56

Lumoa

SEPTEMBER 16, 2020

Your support staff acts as the face and voice of your brand and, to many customers, this is the only direct interaction they will ever have with your company. That being said, poor customer service can lead to disastrous results. What can be done to ensure your customer service department enriches the customer journey?

Customer Journey 78

Customer Journey Customer Service Customer Journey Mapping Poor Customer Service 78