ShepHyken

OCTOBER 10, 2016

WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. It’s just a way to celebrate the people who provide amazing customer service throughout the year. Lessons we can all learn from!

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. After the author shares the story, he offers commentary about why what this brand did (Lego) was so successful.

2021 26

2021 Article Customer Service Net Promoter Score 26

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 100

2019 Article Social Media Customer Service 100

Russel Lolacher

DECEMBER 10, 2019

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Do they have communications training? Social media training? Customer service training? STRATEGY (strat·e·gy) /?strad?j?/.

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

ShepHyken

MAY 5, 2021

Way back in the 1980s, the Technical Assistance Research Program, also known as TARP, found that it takes six good customer service experiences to make up for one bad one. If something great happens, the customer appreciates the company. Consider that number. If something bad happens, it becomes “judgment day” for that company.

Customer Service Training 157

Customer Service Training Customer Service Customer Expectations Information 157

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

JULY 21, 2024

The scene is classic lousy service because of bad “rules.” The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow.

2024 85

2024 Article Customer Service ROI 85

Customer Bliss

MARCH 28, 2017

In conjunction with her educational background, Karen is a Certified Customer Care Manager by the Customer Service Institute and a certified Customer Service Manager by the Customer Service Institute of America. Customer Service Training Program. Talk about volume.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. For information contact or www.hyken.com.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. The heart is now more prominent in the branding. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post.

2018 78

2018 Article Customer Service Loyalty Programs 78

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

OCTOBER 31, 2016

13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). by Neal Dlin. Follow on Twitter: @Hyken.

2017 17

2017 Article Customer Service Social Media 17

ShepHyken

MAY 25, 2016

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. For information contact or www.hyken.com.

Customer Care 90

Customer Care Customer Service Training Customers Customer Service 90

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Article 19

Article 2019 Customer Service Customer Service Training 19

ShepHyken

MAY 29, 2017

Twitter pushes into customer service – can it prove to be successful? IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. by Yaniv Reznik. (IT Follow on Twitter: @Hyken.

2017 98

2017 Article Customer Service Airlines 98

ShepHyken

APRIL 1, 2019

A nice article featuring some of the most relevant trends and strategies happening in social customer care. How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. My Comment: Trust is a big part of the customer experience.

2019 101

2019 Article Customer Service Social Media 101

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Brands this is what can happen on Twitter when you get it spot on by Mark Shaw.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Social care is not just “customer service on social media.”

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

SEPTEMBER 4, 2017

Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time. An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life. 10 Insights from Customer Care Experts & Influencers by CGS.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. For information contact or www.hyken.com.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

JUNE 6, 2018

Here’s my take: The way a customer is treated should have nothing to do with how much they spend or how often they buy. All customers should be all be treated with dignity, respect and the attention any human deserves. Now, when it comes to the perks you might offer a loyal customer, you can differentiate.

Airlines 98

Airlines Hotels Loyalty Programs Travel 98

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. We teach the customer what good service is when we tout our awards and make promises. That’s why they call it a brand promise!

Airlines 86

Airlines Government Customer Service Training Brands 86

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?”

2021 68

2021 Article Customer Service 2022 68

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Article 13

Article 2018 Customer Service Social Media 13

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 74

2024 Article Customer Service Social Media 74

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. And, that’s not crazy at all!

Article 94

Article 2018 Customer Service 2019 94

ShepHyken

FEBRUARY 6, 2017

How to Build Trust with Internal Customers by Elaine Fogel. Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. And, it doesn’t have to cost a lot to accomplish this! Follow on Twitter: @Hyken.

2017 85

2017 Article Customer Service Social Media 85

ShepHyken

SEPTEMBER 5, 2016

However, this DMV in North Carolina is raising the customer service bar, not just for other DMV’s, but for any business. Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.

2017 30

2017 Article Customer Service Net Promoter Score 30

ShepHyken

AUGUST 15, 2016

(Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. My Comment: There have been many lists shared about how to be more effective with social customer care.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Article 69

Article 2024 Customer Service Social Media 69

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 88

Social Media Customer Service Marketing Airlines 88

ShepHyken

NOVEMBER 13, 2023

Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. My Comment: This is an excellent article using CX to enhance your brand. Two of my favorite suggestions from the article are to create a brand promise (and keep it) and to focus on consistency.

Article 59

Article 2023 Customer Service Workshop 59