ShepHyken

JANUARY 7, 2025

Dont Throw Fellow Employees Under the Bus : When mistakes occur, how employees react and what they say impacts the customers perception of the business. It may be someone elses fault, but to the customer, you are the company. Your goal is to win back the customers confidence. Connect with Shep on LinkedIn.

2024 80

2024 Article 2025 Workshop 80

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Insights Culture B2C 67

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. When your employees are feeling proud and appreciated within their work environment, they are going to generate more return customers for your business.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

ShepHyken

DECEMBER 16, 2024

This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 62

Article Customer Service Loyalty Programs 2024 62

InMoment XI

FEBRUARY 7, 2024

During their stay, guests may use their mobile devices to get guidance on where to eat and things to do AI-powered bots can help customers find the property that best suits their needs. State of the Connected Customer. ( [link] ). Travel Trends 2024. ( [link] ). Access 1/19/24. Mckinsey & Company. Salesforce.

Hotels 195

Hotels Guest Experience Travel 2023 195

Gainsight

DECEMBER 18, 2024

Creating a centralized location for self-service support allows customers to find the information and tools they need effortlessly, fostering a sense of consistency and ultimate convenience. This integration not only streamlines the experience but also enhances customer confidence as they engage with your brand.

2025 52

2025 Customer Journey Loyalty Customer Satisfaction 52

BlueOcean

JANUARY 6, 2020

In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Furthermore, customer retention rates are significantly higher for companies with a strong omnichannel approach.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

CSM Magazine

MARCH 10, 2025

Clear, sensitive and authentic communication can help engender customer confidence and satisfaction, even in difficult conversations. Insite Energy, a leading provider of metering, billing, and maintenance services for communal heating systems known as heat networks, understands the importance of voice in customer interactions.

Customer Experience 52

Customer Experience Reference Communication Customers 52

ShepHyken

APRIL 28, 2024

10 Ways to Nurture Customer Confidence by Katie Navarra (The Ascent) Customer confidence drives sales and supports long-lasting loyalty among customers. Nurturing customer confidence is an important part of your retention strategy. Connect with Shep on LinkedIn.

E Commerce 74

E Commerce Article 2024 Loyalty Programs 74

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 40

Connections Insights Culture B2C 40

ShepHyken

SEPTEMBER 27, 2021

Frank Baum, wrote a children’s novel and not a customer-relations manual. However, there are some valuable aspects of the story that can come quite handy when it comes to connecting with customers. In this article, we can say that the secret to customer loyalty is communication, communication, communication.

Article 20

Article 2021 Customer Service E Commerce 20

TechSee

APRIL 9, 2024

Traditionally, customers navigating the self-installation process encounter various obstacles—from setting up the Optical Network Terminal (ONT) to ensuring proper connectivity.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

ShepHyken

MAY 23, 2017

Squaremouth promises every customer that if they have any complaint at all about their claim, Squaremouth will get involved and mediate with the provider on the customer’s behalf. For Squaremouth to be totally customer-focused, everyone in the organization must feel connected to the customer.

Insurance 85

Insurance Travel Culture Customer Focused 85

ShepHyken

SEPTEMBER 8, 2024

This article addresses a very important point at the beginning, and that is a bad experience due to a customer returning merchandise could end with the customer never coming back. On the other hand, returns handled well can give the customer confidence to continue to do business. Connect with Shep on LinkedIn.

Article 86

Article 2024 Customer Service Magazine 86

ShepHyken

SEPTEMBER 26, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 142

Customer Service Social Media Workshop Customer Service Training 142

TechSee

APRIL 9, 2024

Traditionally, customers navigating the self-installation process encounter various obstacles—from setting up the Optical Network Terminal (ONT) to ensuring proper connectivity.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

BirdEye

MARCH 27, 2025

Your handle should feel secure, professional, and approachablekey to winning customer confidence on Instagram. Examples: @SavorLocal, @DineDaily 8 Instagram username ideas for retail businesses Retail businesses should use Instagram handles that are clear, brandable, and customer-friendly.

Brands 52

Brands Social Media Automotive Healthcare 52

Thematic

FEBRUARY 24, 2025

The key is not just collecting data—but acting on it before customers decide to leave. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Yet, many businesses struggle to connect the dots and gain a holistic view of their customer journey.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

JUNE 27, 2018

It doesn’t matter how good your customer service is, if the product doesn’t do what it’s supposed to do, the customer will find another company that better meets their needs. The different channels customers interact with you and your organization must be consistent. Then along came emails, then chat, then chatbots.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

DECEMBER 21, 2021

Dan provides some insights on how to restore the customers’ confidence in the organization: Companies must use technology to facilitate collaboration, not to replace human-to-human contact. When the customer is connected to the frontline, they should not have to repeat their story.

Customer Service Representative 70

Customer Service Representative Books Customer Confidence Advertising 70

ShepHyken

DECEMBER 26, 2018

All of these reasons (and more) may contribute to the decision of why a customer chooses one company over another. When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again.

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

NOVEMBER 30, 2018

If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation. No, this process will not seamlessly connect all your channels. A bot may be the optimal support mechanism.

Blog 101

Blog Omnichannel Average Handle Time Contact Center 101

ShepHyken

OCTOBER 18, 2017

It can be the traditional customer service team who fields questions and complaints. It can come through a customer simply calling, for any reason, to connect with someone inside the company. The customer may reach out to the company via social channels, a website, a text message – really any interaction with the company.

Customer Service 167

Customer Service Metrics Customers Interaction 167

ProProfs Chat

DECEMBER 7, 2018

Show your customer how grateful you are for their patronage this year and do not just roll out any reward program, make sure it demonstrates your understanding of your customer’s interaction with you through the year. Diane Magers CEO, Customer Experience Professionals Association. Tweet this. Tweet this. And solve it fast.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

ShepHyken

NOVEMBER 17, 2017

Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Your brand must consistently engage with customers on the platforms and channels that are available at the time.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

Talkdesk

APRIL 23, 2020

“In the rapidly changing landscape we all now find ourselves in, it’s imperative that the connection between us and our customers is always open and stable,” said Richard Gardner, chief executive officer, IT Naturally.

Contact Center 57

Contact Center Hospitality Travel Customer Confidence 57

ShepHyken

JANUARY 2, 2018

Connection – How we connect and collaborate is vital. Character – Do what is right, not what is easy. Competency – Stay fresh and relevant, and capable of being trusted. Commitment – Companies that are trusted most are ones that stick with it. Contribution – Trust comes to those who get results, those who perform.

Leadership 81

Leadership Loyalty Connections Customer Service 81

Comm100

AUGUST 8, 2022

Reinforcing this, a 2022 research study found that 72% of an organization’s customer interactions are now digital. For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands.

Customer Service 98

Customer Service Social Media Books Return on Investment 98

ShepHyken

SEPTEMBER 7, 2018

Providing buyers with additional learning opportunities (via connecting them with customer references, helping them create an adoption approach, and providing them with customer evidence). Last but not least, the vendors that were influential in the sales process connected buyers with customer perspectives more frequently.

Blog 86

Blog Demo 2018 Reference 86

Stella Connect

SEPTEMBER 28, 2021

Shopping centers reopened, and ecommerce continues to simplify the ability for any retailer to go digital and connect with customers. If there was ever a time to prioritize the retail customer experience, it’s right now. Here’s why the retail customer experience is more important than ever before.

Retail 52

Retail Customer Experience 2021 Consumers 52

ShepHyken

SEPTEMBER 5, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 91

Customer Service Workshop Customer Service Training Definition 91

BirdEye

DECEMBER 16, 2022

Customer reviews that include keywords related to your industry, like “best pizza crust,” can help Google identify your business’s products and services. Google will then connect your business to related searches and rank you higher. The more reviews you have, the higher you rank on Google.

Multi-Channel 98

Multi-Channel Download Insights Hotels 98

NICE inContact

NOVEMBER 13, 2018

They hope to be able to connect to the right person and have their problem solved or question answered quickly, but they can’t count on it. Depending on your business, respecting the customer’s time could mean different things. With the technology available today, there is no longer an excuse for this type of experience.

Hotels 81

Hotels Books Customers Customer Confidence 81

ShepHyken

FEBRUARY 14, 2018

Be sure to say something that truly connects with the customer. So, maybe the customer isn’t spending twice as much. I know that sounds so basic, but you can’t believe how few people send thank you notes. That said, the “snail mail” note has more impact than an email or text.

Exceptional Customer Service 94

Exceptional Customer Service Customer Service Training Customer Service Customers 94

CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Follow this 3 step formula to ensure the right data and customer service offering to boost customer confidence: 1. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

CSM Magazine

JULY 13, 2022

Remember that well-written content establishes your brand as an authority and improves customer confidence in your business. Customers are often exposed to ads on Google. That and other industry directors provide you with an excellent opportunity to connect with a new audience. Online advertising. Purchase stage.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

Myra Golden

JUNE 2, 2016

. ——————————————————————– Key Take-aways: Learn exactly what it takes to restore customer confidence and regain goodwill after a service failure. Book Myra for a keynote or customer service training.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40