ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. CMSWire) The better the experience, the more likely that person will return and give the brand their business.

Article 21

Article 2021 Customer Service E Commerce 21

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service?

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Meanwhile, countless brands toil away in obscurity hoping someone will notice them.

2018 93

2018 Article Customer Service Automotive 93

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Listen to the audio or read the article.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Article 88

Article 2024 Customer Service Magazine 88

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

CSM Magazine

MARCH 10, 2025

When businesses think about brand identity, they often focus on visual elements – logos, colour palettes, typography, and photography. While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Inconsistencies confuse people and damage trust.

Customer Experience 52

Customer Experience Reference Communication Customers 52

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. That’s okay. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

Customer Service 98

Customer Service Management E-support B2C 98

Kitewheel

OCTOBER 7, 2020

In some brands, Mobile banking adoption is already is the norm. Customer experience leaders also tend to have powerful mobile banking platforms. How can a bank, or any brand, build a better mobile experience? Customer journey orchestration provides many powerful ways to make the most of the mobile banking experience.

Customer Confidence 52

Customer Confidence Banking Call Center Customer Journey 52

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment . However, 56% of the US surveyed see this period as a ‘time to shine.’

Customer Service 93

Customer Service Management 2023 2022 93

ShepHyken

SEPTEMBER 27, 2017

He mentioned that the restaurant was managed by a group at the airport, so I really shouldn’t expect the same service or quality I am accustomed to at this company’s regular restaurants. This was a major brand with locations throughout the US. The logo is the logo, and the brand is the brand! You know the answer.

Brands 86

Brands Customer Service Training Online Experience Customer Service 86

CSM Magazine

DECEMBER 17, 2024

Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. How do you build customer confidence?

Hospitality 120

Hospitality Travel Customer Confidence Culture 120

InMoment XI

FEBRUARY 7, 2024

What’s more, they expect brands to adapt to as their needs and expectations inevitably evolve. Hotel customers are no exception. Bots can also answer questions and provide information on things like availability, rates, and amenities that build customers’ confidence—and their likelihood of booking.

Hotels 195

Hotels Guest Experience Travel 2023 195

Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Without an effective system for capturing and responding to feedback, businesses risk losing customers before they even have a chance to resolve their concerns.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” Types of chatbots.

Customer Service 98

Customer Service Social Media Books Return on Investment 98

Customer Enthusiast

MAY 3, 2016

Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Is there a KPI that you feel is most important to evaluating product and service quality in your world of work? Don’t settle for ordinary. Choose extraordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I thought, “Why not create a professional development program for customer service professionals that would be similar to the management development program?” Experience “How to Rock Your Customer Service Job” .

Customer Service 53

Customer Service Customer Service Training Customer Confidence Customers 53

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

2017 74

2017 Article Customer Service Retail 74

CSM Magazine

FEBRUARY 28, 2025

News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage. compliance, IT, and customer service) can access a single, authoritative data repository, fostering greater collaboration in fraud investigations.

Government 52

Government Financial Banking Technology 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?

Customer Service 45

Customer Service Net Promoter Score NPS 2003 45

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

Myra Golden

JULY 28, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Customer Service Training Call Center Contact Center 40

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey. Top Takeaways: Learn about “customer avoidance” and why it happens.

Customer Service Representative 71

Customer Service Representative Books Customer Confidence Advertising 71

ShepHyken

FEBRUARY 11, 2022

He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Out of all the options available today, they decided to go with your brand. Unique tidbits about the brand .

E Commerce 71

E Commerce Customer Experience Loyalty Programs Loyalty 71

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Handle Difficult Customers: 5 Conversational Aikido principles to put customer service professionals in control when dealing with challenging customers.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

CSM Magazine

NOVEMBER 28, 2023

Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. Secure communication channels are also crucial to protect sensitive data, mitigate risks, build trust and, most importantly, enhance customer confidence in the business itself.

Customer Service 52

Customer Service 2023 Customer Confidence Consumers 52

ShepHyken

DECEMBER 14, 2018

Some of the biggest concerns among the CX professionals were the loss of customer trust (54 percent) and a diminished brand reputation (46 percent). In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust.

Blog 108

Blog Customer Experience Government Article 108

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable. Honesty can eliminate misunderstanding.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

CSM Magazine

JULY 13, 2022

Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales. Your customer journey is composed of a set of touchpoints. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

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

ProProfs Chat

JANUARY 17, 2020

Customer acquisition takes a lot of effort. That’s probably because this is the time when your customers approach you without any knowledge about your brand. And to acquire them as your customers, you first need to ensure that they are made aware of their problems. And that’s where your brand needs to be present. .

Customers 107

Customers Customer Journey Presentation Brands 107