ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! My Comment: For those in the retail business, this is an article for you. Follow on Twitter: @Hyken.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

JANUARY 12, 2025

Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item and the credibility of the manufacturer or vendor. Connect with Shep on LinkedIn.

2025 71

2025 Article Magazine Customer Service 71

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. 7 Signs Your Loyalty Program Needs a Redesign by Cassie Preston (Retail Dive) In a fast-paced world where shopper behaviors evolve rapidly, loyalty programs must adapt to stay effective.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

JULY 12, 2021

The class is taught by an experienced retail or food service worker on how to behave when interacting with employees who are making minimum wage and are just trying their best. Out of 1,000 consumers, 65% said, “Yes.” Why It’s All About Respect, Consistency and Communication in Post-pandemic Retail by Judy Mottl.

2021 129

2021 Article Customer Service Retail 129

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.

Article 114

Article 2020 Customer Service Loyalty Programs 114

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. Even if you’re not in the retail world, you’ll enjoy these stats.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 82

Article 2024 Customer Service Magazine 82

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Article 22

Article Customer Service 2023 2022 22

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. Key to retailers’ success post-COVID-19: 4 necessary customer experience practices by Kelly Ungerman.

Article 93

Article 2020 Customer Service Retail 93

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. Be Easy to Connect With – Do you make it easy for your customers to connect with you?

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. Smart companies and brands recognize the difference in their customers – specifically their ages. This article has three simple tips on how to connect and attract young consumers.

2024 82

2024 Article Magazine Customer Service 82

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. 9 Ways to Boost Customer Experience and Online Engagement by Shane Phair.

2021 142

2021 Article Customer Service Rewards Programs 142

ShepHyken

MARCH 15, 2017

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry. So, should retailers be scared?

Retail 95

Retail Banking Customer Service Training 2020 95

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 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

ShepHyken

FEBRUARY 16, 2020

10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Here are 10 examples of best practices that represent the state of the art in retail CX. My Comment: Don’t be fooled by the word “Retail” in the title. 16 Inspiring Customer Service Quotes To Swear by Krishna Charan.

2020 101

2020 Article Customer Service B2B 101

ShepHyken

AUGUST 3, 2020

Top customer service considerations for retailers in a post-COVID world by Jerry Cambell. Retail Dive) It’s no surprise to anyone that retailers have been impacted by coronavirus shutdowns, not only because of the closures but due to an influx in customer service requests.

Article 93

Article 2020 Customer Service E Commerce 93

ShepHyken

DECEMBER 5, 2016

(Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. But a recent panel of loyalty experts said it’s personal interaction and attention that ultimately win the hearts and minds of consumers.

2016 124

2016 Article Customer Service Travel 124

ShepHyken

JUNE 14, 2021

AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Follow on Twitter: @Hyken.

2021 97

2021 Article Customer Service Retail 97

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley.

Article 91

Article 2019 Customer Service Customer Centricity 91

ShepHyken

MAY 27, 2019

(Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world.

Article 106

Article 2019 Customer Journey Mapping Customer Service 106

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. TeleTech) Memorable. Surprising.

2016 106

2016 Article Social Media Customer Service 106

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. It was developed as a simple, consumer-friendly solution to a familiar problem: the typically inflated cost of luxury bedding. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

ShepHyken

DECEMBER 31, 2018

Consumers Are Willing To Pay More For Better Customer Service. Retail TouchPoints) Every day, consumers across the U.S. Retail TouchPoints) Every day, consumers across the U.S. My Comment: The title of this article begs the question: Should consumers have to pay more for customer service?

2018 99

2018 Article Customer Service 2019 99

CSM Magazine

OCTOBER 25, 2023

The “brick and mortar” retail sector operates in a challenging environment, especially as many in-store workers are likely craving remote work opportunities. Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

MARCH 13, 2017

A great example of how you can have fun with your customers and “humanize” your customer service. Retail Can Learn Valuable Lessons from B-to-B by Richard Shapiro. My Comment: So many articles on customer service focus on the retail industry (B-2-C). For information contact or www.hyken.com.

2017 91

2017 Article Social Media Customer Service 91

ShepHyken

MAY 1, 2017

3 Tips for Successful Social Customer Service by Krysta Gahagen. TotalRetail) These trends combine to mean that social media is an increasingly important factor in retail brand differentiation. Consumers seek on-demand customer service as they shop both online and offline.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

JULY 8, 2019

My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. More and more consumers are turning to social channels to seek help, complain and praise. 10 Best Things about Customer Contact Week 2019! Make sure you’re there for them.

2019 118

2019 Article Customer Service Social Media 118

InMoment XI

MARCH 11, 2024

Implementation: Changes or improvements resulting from the analysis are implemented in the product, service, or customer experience. This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels. My Comment: Most would think that the most important voice in customer service is the customers.

2017 24

2017 Article Social Media Customer Service 24

ShepHyken

APRIL 15, 2019

” How to create a customer experience that keeps bringing people back by Joe Schultz. Retail Customer Experience) Delivering an exceptional customer experience in the retail space requires more than a great product. My Comment: Want your customers to keep coming back? I think the future looks good!

2019 89

2019 Article Customer Service Retail 89

ShepHyken

NOVEMBER 1, 2021

(CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Article 80

Article 2021 Customer Service Retail 80

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. Our customers’ expectations (in all types of businesses, not just retail) have changed.

2021 99

2021 Article Customer Service 2009 99

ShepHyken

NOVEMBER 22, 2021

(TotalRetail) Regardless of retail’s latest headwind, brick-and-mortar organizations continue to embrace their enduring mission: get consumers into retail locations and convince them to part with their money. My Comment: The online/digital world has created a new way for consumers to buy. Follow on Twitter: @Hyken.

2021 87

2021 Article Customer Service E Commerce 87

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Article 82

Article 2023 2028 Customer Service 82