ShepHyken

APRIL 9, 2024

In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The survey results are worth paying close attention to.

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2024 Workshop Customer Service Training Customers 143

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

2023 139

2023 Customer Service Customer Experience B2C 139

ShepHyken

APRIL 1, 2019

My friend, colleague and brilliant businessman, Vala Afshar, shares his insights on one of the most important trends in customer service. A Complete Guide to Social Media Customer Service by Anna Bredava. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.”

2019 101

2019 Article Customer Service Social Media 101

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

ShepHyken

AUGUST 16, 2021

4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff. Entrepreneur) The way brands and customers communicate and interact with each other has been changed significantly by social media. 3 Projects to Refresh your Customer Service Strategy and Relieve Stress by Laura Krajewski.

2021 94

2021 Article Customer Service Social Media 94

Customers That Stick

AUGUST 11, 2015

Depending on your industry, that percentage may or may not be higher, but I think it’s safe to say that Twitter alone is not going to cut it for any major consumer brand. Can Twitter be THE Social Customer Service Channel? One of the core ideas of omnichannel strategy is meeting customers where they want to communicate with you.

Customer Service 138

Customer Service Multi-Channel Omnichannel Customer Service Strategies 138

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 127

Customer Service Customer Service Training Customers Retail 127

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever. How Customer Experience Drives Business Growth by Dildeep Singh.

2020 77

2020 Article Customer Service Culture 77

ShepHyken

JUNE 6, 2023

As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers.

Workshop 90

Workshop Advertising Customer Service Training Consumers 90

ShepHyken

APRIL 30, 2024

My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience. Connect with Shep on LinkedIn.

2009 96

2009 Entertainment Sports Workshop 96

ShepHyken

DECEMBER 12, 2016

This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. TeleTech) Memorable. Surprising. Follow on Twitter: @Hyken.

2016 106

2016 Article Social Media Customer Service 106

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business.

Retail 136

Retail Books Advertising Customer Service Training 136

ShepHyken

APRIL 4, 2023

Our customer service research finds almost half of American consumers are willing to pay more for good service. That means they will probably tip, too – when it’s deserved. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Hotels 124

Hotels Customer Service Training Reference Retail 124

ShepHyken

MARCH 13, 2017

(TCFCR) Retailers would be wise to take direction from successful B-to-B enterprises and learn how to handle new customers, how to better serve the consumer, and mirror the way new business accounts are valued and coddled. My Comment: So many articles on customer service focus on the retail industry (B-2-C).

2017 91

2017 Article Social Media Customer Service 91

ShepHyken

JULY 9, 2018

(I especially like the first one, which is to treat new customers better than your loyal customers.). Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. And AI is changing the customer experience! The graphic shows what AI is, what it isn’t, what it will look like in the future and more.

Article 85

Article 2018 Customer Service Poor Customer Service 85

ShepHyken

JANUARY 3, 2024

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.

2024 97

2024 Customer Service Workshop Customer Service Training 97

ShepHyken

FEBRUARY 14, 2018

If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. A recent study by Aspect found that 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Exceptional Customer Service 93

Exceptional Customer Service Customer Service Training Customer Service Customers 93

ShepHyken

FEBRUARY 27, 2017

Then the company should give the customer easy access to a live customer service agent. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. My Comment: Personalization is a big trend in delivering a better customer experience.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

MARCH 18, 2019

Leverage AI To Remove Friction From The Customer Service Experience by Puneet Mehta. Forbes) Customer service could pose the biggest threat to companies in today’s consumer-centric culture. My Comment: You can’t ignore the importance and improvements in the world of AI in customer service.

2019 88

2019 Article Net Promoter Score Customer Service 88

ShepHyken

JANUARY 29, 2018

How To Make A Customer by David Beaumont. CXService 360) Make a customer??? If you take a look around, every product or service that you consume has been made. So, how does this work with the customer? My Comment: The title of this article intrigued me: “How to Make a Customer.” What does that mean?

2018 94

2018 Article Customer Service Social Media 94

ShepHyken

JANUARY 23, 2017

(Sharpen) Here’s part II in our series about the future of customer experience. We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

2021 90

2021 Customer Service Training Customer Service Customers 90

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 80

2017 Article Customer Service Loyalty 80

ShepHyken

AUGUST 1, 2016

I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2021 82

2021 Article Customer Service Customer Retention 82

ShepHyken

OCTOBER 23, 2017

The likelihood that people will spend more and buy more often dramatically increases when you personalize your customer’s experience. Study: Consumers rate privacy, transparency, and trust over customer service by Andrew Birmingham. My Comment: Is customer service the number one priority?

2017 74

2017 Article Customer Service Retail 74

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

2021 80

2021 Customer Service Training Customer Service Customers 80

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Article 83

Article 2018 Net Promoter Score Customer Service 83

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 68

Customer Service Banking Customer Service Training Culture 68

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

Article 68

Article 2022 Customer Service E Commerce 68

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

FEBRUARY 19, 2023

Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them. My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of

Article 48

Article Customer Service 2023 Customer Service Training 48

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Article 66

Article 2020 Customer Service Healthcare 66

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Connect with Shep on LinkedIn.

Workshop 62

Workshop Customer Service Training Customer Service Connections 62