ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

2019 93

2019 Article Customer Service Guest Experience 93

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

2021 103

2021 Article Customer Service Retail 103

ShepHyken

OCTOBER 26, 2020

The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. It’s like a three-legged stool.

2020 95

2020 Article Customer Service Contact Center 95

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. My Comment: Zappos is one of the iconic customer service brands, known for delighting customers with a level of WOW customer service. How do they do it? Follow on Twitter: @Hyken.

Article 16

Article 2022 Customer Service Magazine 16

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. While it is no longer enough to focus on only product or service sales, putting an effort into your brand can help you stand out. Tie Clients to the Brand. Get the Education You Need.

Customer Focused 52

Customer Focused Social Media Feedback Customers 52

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. CustomerThink) This is the era of customer experience. My Comment: I really liked this article. Follow on Twitter: @Hyken.

Article 112

Article 2020 Customer Service Magazine 112

ShepHyken

OCTOBER 4, 2021

7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.

Article 105

Article 2021 Customer Service Magazine 105

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. However, when done right, it can be an effective communication tool to gain new clients and customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Quite a bit.

Article 15

Article 2022 Customer Service Magazine 15

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. An easy return policy creates customer confidence and trust in the brand.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

JUNE 13, 2022

(CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. In 2009 only 18% of the value of the top 100 brands was in subscriptions. If you say the word “subscription,” most people think of magazines and newspapers. This grew to 29% by 2018. Not anymore!

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. The Five Cs of Customer Service by Call Centre Helper Magazine.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. It’s a great lesson from an iconic brand.

Article 80

Article 2021 Customer Service Metrics 80

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. In short, chatbots allow you to keep your brand messaging consistent, allows you to scale your support without having to hire more employees, and as already mentioned, get customers the answers they need quickly. Here are my top five picks from last week.

2021 94

2021 Article Customer Service Retail 94

CSM Magazine

MARCH 31, 2020

Join us as we discuss: Train agents to engage and retain customers by delivering a personalised service: CS agents are the human face of your brand and their engagement with your customer counts. Learn what training and soft skills your CS agents need, to showcase your brand in the most positive light possible.

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

2021 86

2021 Article Customer Service Social Media 86

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . Improve your waiting area.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

ShepHyken

JULY 18, 2016

When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Social Media Beast) Here’s the basics on how customers are taking to social media to talk about their brand experiences, and what they expect in return. Customer Loyalty: Obligation or Happy Marriage? b y Jeanette McMurtry.

2016 69

2016 Article Social Media Customer Service 69

ShepHyken

NOVEMBER 7, 2022

An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. My Comment: People like doing business with companies and brands that they know, like, and trust. I’ll add a fifth, and that’s customer experience.

2022 16

2022 Article Customer Service 2023 16

ShepHyken

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. There are several other ideas shared by the authors, who are members of PwC’s division that focuses on customer transformation and loyalty.

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

2021 76

2021 Article Customer Service 2022 76

CSM Magazine

MARCH 28, 2017

Sometimes the purpose is to generate new product ideas or get initial reaction to potential products or promotions, brand names, positioning strategies, etc. Here are 15 important points to help you conduct great customer focus groups: Have a clear understanding of the purpose of your focus groups.

Customer Focused 45

Customer Focused Entertainment Customers Document 45

ShepHyken

APRIL 25, 2022

ContactCentres) The pandemic had a significant impact on how we engage with brands, with nationwide lockdowns prohibiting face-to-face interactions and requiring both businesses and consumers to embrace digital alternatives. My Comment: This interesting article makes the case that a brand app is a great way to connect with your customer.

Article 67

Article 2022 Customer Service Loyalty Programs 67

ShepHyken

MAY 30, 2022

Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more. The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. Magazine) Does your organization’s customer service strategy sacrifice humanity for the sake of efficiency?

Article 14

Article 2022 Customer Service Rewards Programs 14

ShepHyken

MAY 2, 2022

Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong. Gallup) Over the past decade, financial services firms have positioned the customer’s experience as a way to enhance the firm’s brand promise and differentiate their firm against competitors.

Article 76

Article 2022 Customer Service Social Media 76

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

ShepHyken

JANUARY 9, 2023

In the hotel industry, providing excellent customer service is crucial to enriching brand recognition and attracting repeat business. Here are seven suggestions for improving customer service in the hotel sector. Focus on providing excellent customer service. My Comment: There are some good predictions in this article.

2023 13

2023 Article Customer Service Hotels 13

CSM Magazine

JANUARY 30, 2024

Why Customer Service Matters The Key to Long-lasting Success Unraveling the profound significance of customer service, we discover why it is the linchpin of a company’s enduring triumph. Impact on Customer Loyalty Customer loyalty, the bedrock of business growth, is nurtured through exceptional customer service.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Integrity Solutions

MAY 26, 2022

Ethical Sales Practices and Your Brand Promise. Ethisphere Magazine recently summarized a number of its findings and current trends related to the link between business integrity and long-term business performance. That can mean customers, but it also means your employees, suppliers, business partners and even competitors.

Sales 52

Sales Culture Magazine 2021 52

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

ShepHyken

JANUARY 8, 2023

In the hotel industry, providing excellent customer service is crucial to enriching brand recognition and attracting repeat business. Here are seven suggestions for improving customer service in the hotel sector. Focus on providing excellent customer service. My Comment: There are some good predictions in this article.

2023 48

2023 Article Customer Service Hotels 48

Wootric

FEBRUARY 14, 2019

Why we love Blake: She’s a self-described “customer experience futurist”, keynote speaker, author of More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences , and host of The Modern Customer Podcast. Bruce Temkin. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. Google, Tesla Motors, Netflix, Nando’s and Bauer Media are all building brands around their fans. This is a costly mistake.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

CSM Magazine

JUNE 19, 2022

According to Mark Fortlage , vice president of Operation Support at Alorica, “Brands have shown their ability to deliver the level of customer service that consumers want with digital avenues such as chatbots and social media, which offers more convenience to consumers.”. The Cost of Bad Customer Service.

Social Media 98

Social Media Customer Relationships Poor Customer Service Retail 98

ProProfs Chat

JUNE 30, 2020

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. That’s the true essence of customer service experience. Develop personal brand.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Middlesex Consulting

DECEMBER 27, 2015

3 Aligning teams & people around the customer and ‘Busting the Silo’s’ 4 A formal programme that supports the people development processes to achieve the business’s goals. THERE IS A POWERFUL LINK BETWEEN LEADERSHIP, BRANDS, PEOPLE AND STRATEGY. 5 Recognise and reward success.

Culture 60

Culture Technology Brands Brand Values 60