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 119

2016 Article Social Media Net Promoter Score 119

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

OCTOBER 22, 2018

G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants.

Article 22

Article 2018 Customer Service Consulting 22

ShepHyken

JANUARY 11, 2017

It creates a connection with your customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. It makes the experience personal.

Customer Service Training 111

Customer Service Training Connections Customers Customer Service 111

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Remember when customers were limited to using the telephone if they wanted to contact businesses? Whatever industry you’re in, you simply must have a social media presence these days.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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. My Comment: Here it comes… Another social channel for our customers to connect with us. Lessons we can all learn from!

2016 128

2016 Article Customer Service Airlines 128

ShepHyken

JULY 21, 2024

How to Lead an AI Transformation with Customer Care by Ruth Zive (Fast Company) Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as to how to get started. Still, Ruth Zive, CMO at LivePerson, suggests using AI to fuel customer care is the obvious place to start.

2024 89

2024 Article Customer Service ROI 89

Russel Lolacher

DECEMBER 10, 2019

How will you manage your interactions and connection with your audience (spoiler: CRM) so you can be there at every step of the relationship? Do they have communications training? Social media training? Customer service training? In-House: Who is going to run your social media account?

Social Media 102

Social Media Customer Service Strategies Customer Service Customer Care 102

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. My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company.

2024 77

2024 Article Customer Service Social Media 77

ShepHyken

OCTOBER 3, 2016

My Comment: This short article has four simple ideas that can help any business improve their customer retention; social proof, brand messaging, educating versus selling and building meaningful connections. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 125

2016 Article Airlines Customer Service 125

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. They pay lip service to be a People-First Culture leader. Your business vendors like uniform and seafood suppliers and bank and insurance representatives.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

JUNE 20, 2018

And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your “community. Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It’s an extension of your marketing.

Customer Service 101

Customer Service Social Media Customer Relationship Management Customer Service Training 101

ShepHyken

DECEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2016 93

2016 Article Social Media Customer Service 93

ShepHyken

DECEMBER 20, 2018

What if you knew the “Magic Words” to use with your customers? They discuss the impact that words have on human connection and customer service. Create a game-changing experience for your customers, and in the process, make your competition irrelevant. The “Magic” Behind the Words You Use Featuring Guest Tim David.

Article 123

Article Customer Service 2018 Books 123

ShepHyken

JULY 4, 2018

Zappos is the online retailer that makes it easy to connect with a customer service rep. They know customers will have questions, and even though they are an online company that sells off their website, they make it super-easy to connect with a human. There are other forms of digital experiences.

Customer Service Training 104

Customer Service Training Retail Connections Customer Service 104

ShepHyken

AUGUST 29, 2016

If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. Follow on Twitter: @Hyken .

2016 0

2016 Article Net Promoter Score Customer Service 0

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. My Comment: Customer Love… Sounds like a romance – when a customer has a romance with a company.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

MARCH 21, 2018

Fortunately, the fan was okay and they took him off to get that nasty gash taken care of. The very next day I spoke at Peabody Opera House , which is the theatre connected to the arena where the Blues played the night before. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com.

Sports 54

Sports Events Customer Service Training Presentation 54

ShepHyken

FEBRUARY 19, 2018

My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. That’s when support must seamlessly and easily flip over to a human connection. Customer service training doesn’t cost, it pays.

2018 84

2018 Article Customer Service Social Media 84

ShepHyken

AUGUST 15, 2016

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Article 72

Article 2024 Customer Service Social Media 72

ShepHyken

JUNE 4, 2021

On-hold time is defined as the time that the customer has to wait on hold while the customer agents need assistance from any supervisor or their call is connected to someone else. Customers get a feeling of satisfaction when their problems are resolved by the customer care agents without any fuss.

Management 86

Management Customer Care Customer Satisfaction Interaction 86

ShepHyken

NOVEMBER 13, 2023

4 Surefire Ways to Be Exceptional With Your Customer Care by Emily Reynolds Bergh (Entrepreneur) Being kind is not something you necessarily associate with the business world, but remember, at the end of the day, your clients are people, too. Connect with Shep on LinkedIn. Consistency builds trust and confidence.

Article 62

Article 2023 Customer Service Workshop 62

ShepHyken

DECEMBER 24, 2018

CustomerThink) Creating powerful online customer experiences and marketing ROI by harnessing emotional connections with customers is key and here are some key take-outs for everyone to consider for 2019 success. Great info to help make the case for investing in a good customer service experience.

E Commerce 94

E Commerce 2018 Article Customer Service 94

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor.

Call Center 81

Call Center Telecommunications Banking Financial 81

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. My Comment: If you want your customers to be loyal, here are three great ideas. First, create an empathetic connection.

2022 74

2022 Article Customer Service Hospitality 74

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 68

Social Media Customer Service Strategies Customer Service Download 68

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. Trust is the difference between a satisfied customer and a loyal customer.

Article 68

Article Customer Service 2023 Contact Center 68

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 89

Social Media Customer Service Marketing Airlines 89

ShepHyken

SEPTEMBER 7, 2016

Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer. But, sometimes it’s okay to ask a customer to repeat their story. But, it has to be the right time.

Customer Service Representative 85

Customer Service Representative Customer Service Training Customers Article 85

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. His big emphasis was on the personalized experience. Make it all about them.

2017 80

2017 Article Customer Service Metrics 80

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. This is a heartwarming story of a personalized gift.

2016 78

2016 Article Customer Service Books 78

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P.

2024 72

2024 Article Customer Service Customer Journey 72

ShepHyken

DECEMBER 18, 2017

Good examples to get us thinking about how to better connect with our customers. The Current State of Customer Experience and How I would like it to Be by Vivek Jaiswal . Customer Guru) Customer experience is becoming more important with every passing year. For information contact or www.hyken.com.

2017 79

2017 Article Customer Service Customer Journey Mapping 79