Making the Right Investments in Customer Care
Think Customers
MAY 12, 2015
Improving customer service isn't simply about throwing money at the problem or adding agents.
Customer Care Customer Experience Customer Service Strategies 
Guest Blog: Empathy – What Your Customer Service Strategy Is Missing
ShepHyken
OCTOBER 27, 2017
With the majority of Americans now owning a mobile device, what better way to stay in touch and relevant to your customers than texting them? By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again.
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Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience
ShepHyken
MARCH 30, 2018
Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.
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When Good Isn’t Enough: Developing Customer Care that Exceeds Expectations
Interactions
APRIL 16, 2024
A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.
5 Trends That Will Shape Lending Customer Service in 2025
CSM Magazine
DECEMBER 18, 2024
Whenever people are looking for lenders, they always seek a company with the best customer reviews. Those reviews are the product of excellent services provided by the lender and the customer care team that welcomed the client and guided them through the whole process. Quickly responding to various customer inquiries.
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You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why
Comm100
OCTOBER 11, 2017
If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself. Undynamic Customer Outreach.
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Free Webinar: Designing A Customer Service Strategy That Thrives in 2022
CSM Magazine
FEBRUARY 9, 2022
Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Are your customers’ experiences with your organization being impacted by a service strategy that doesn’t satisfy?
5 Top Customer Service Articles for the Week of July 22, 2019
ShepHyken
JULY 22, 2019
Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.
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How to improve customer service: A winning customer service strategy
delighted
MARCH 9, 2021
We’ll also provide some tips on building an impeccable customer service strategy. The significance of great customer service. Brands across the globe are taking notice of how investing in great customer service can pay back dividends in the long run. Routinely collect customer feedback.
4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA
ijgolding
JANUARY 22, 2018
In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.
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Perfect These Three Things To Curate A Great Customer Experience
Second to None
MARCH 30, 2018
Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.
Adding Real Value Through an Effective Customer Service Strategy
CSM Magazine
OCTOBER 17, 2016
People are also likely to pay bills late or not pay them at all in protest at poor service – with almost half (48%) of consumers saying they had deliberately withheld or defaulted on a payment in the past for this reason. The wrath of frustrated customers, a damaged reputation and losses in sales and loyalty. Knowledge is key.
A Visual Revolution in Customer Service For the Homebuilding Industry, a Lesson From Leaders
TechSee
APRIL 4, 2023
Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients. How much time is saved with vision technology?
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Guest Post: Combine Customer Service and Customer Experience to Grow Your Business
ShepHyken
JULY 31, 2020
She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.
North America’s Must-Attend Customer Service Strategy Meeting Hits NYC
CSM Magazine
AUGUST 22, 2019
The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Care, Samsung.
5 Top Customer Service Articles for the Week of April 1, 2019
ShepHyken
APRIL 1, 2019
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.
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Guest Post: Trends of Customer Service in 2023
ShepHyken
SEPTEMBER 22, 2023
This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.
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Redefining your CX strategy: The COVID-19 Effect
Interactions
MAY 28, 2020
So how can businesses redefine their customer experience or customer service strategy to fit this world? We have some thoughts: Leading with empathy and care – starting from your employees. Reimagining Customer Service Strategy. Walking in your customers’ shoes.
5 Top Customer Service Articles of the Week 12-6-2021
ShepHyken
DECEMBER 6, 2021
Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?
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The Ultimate Checklist to Customer-Approved E-commerce Experience
transcosmos Information Systems
JANUARY 5, 2017
So if you’re a retailer, you might want to spend some time going over this ultimate checklist for your e-commerce customers. You can use the checklist to plan your customer service strategies for 2017. Customer Service for Your E-commerce Business. Integrate Omnichannel Customer Support.
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87 5 Top Customer Service Articles for the Week of November 19, 2018
ShepHyken
NOVEMBER 19, 2018
Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!
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Digital Customer Service: What It Is and Why It Matters
Kustomer
JULY 13, 2020
In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. This might have you wondering, what is digital customer service, exactly? This might have you wondering, what is digital customer service, exactly?
5 Top Customer Service Articles For the Week of July 17, 2017
ShepHyken
JULY 17, 2017
How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.
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10 Sure shot ways to Deliver Good Customer Service
SurveySparrow
DECEMBER 15, 2019
Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. If you look at it objectively, that is all the average customer cares about. Why do you need a Good Customer Service Strategy?
5 Top Customer Service Articles For the Week of August 1, 2016
ShepHyken
AUGUST 1, 2016
There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. It’s a brand builder.
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83 Guest Blog: How Virtual Web Assistants Provide Productivity for Busy Companies
ShepHyken
NOVEMBER 9, 2018
While maintaining CRM data accuracy can be time-consuming, a dedicated virtual web assistant can provide your customer information is always kept up to date, making it easier to track interactions over time and improve your overall engagement strategy. As your company grows, so does the frequency of customer emails and phone inquiries.
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5 Top Customer Service Articles for the Week of September 10, 2018
ShepHyken
SEPTEMBER 10, 2018
Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. My Comment: There are some basics in delivering an excellent customer service experience on social media.
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How Customer Service Conversations Can Resolve Tricky Situations
Kustomer
AUGUST 11, 2022
In an episode of the Customer Service Secrets Podcast, hosted by Kustomer’s VP of Growth Gabe Larsen, titled “ How Customer Service Has Transformed Over the Last 20 Years ,” Kustomer CEO Brad Birnbaum joined Larsen to discuss how the customer experience has drastically evolved thanks to the adoption of online support.
Webinar: Discover the Most Influential Customer Service Technology for Immediate Impact
CSM Magazine
SEPTEMBER 1, 2022
Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.
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Following the Shot In
ShepHyken
SEPTEMBER 23, 2020
They follow up, even when they don’t have to, because they know it’s that little extra effort that can be the difference between the customer saying, “They fixed the problem,” and “Wow, they sure know how to take care of their customers when there is a problem!”
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133 Jump into Proactive Social Customer Service
Clarabridge
DECEMBER 15, 2016
Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?
Jump into Proactive Social Customer Service
Clarabridge
DECEMBER 15, 2016
Customer experience expert Blake Morgan recently published an article on Forbes.com called “ Two Examples Of Proactive Social Customer Service.” In the piece, she writes about Tesco and Brooks Brothers, two brands with mature social customer care programs. But what if you are new to social customer care?
Guest Blog: Why Does My Customer Service Team Need a Single Customer View?
ShepHyken
APRIL 28, 2017
Over the course of multiple customer service interactions, this pool of customer data becomes an increasingly valuable asset. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences. Challenges to achieving SCV.
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50+ Customer Engagement Statistics for 2020
ProProfs Chat
JANUARY 30, 2020
And delighted customers are equivalent to more revenue for the business. 70% of consumers say a company’s understanding of their individual needs influences their loyalty, and 69% say the same of personalized customer care. Operators need to be very mindful as they provide personalized support experience to your customers.
Amazing Business Radio: Robert Weideman
ShepHyken
NOVEMBER 21, 2017
About: Robert Weideman is the Executive Vice President and General Manager of the Nuance Enterprise Division, responsible for customer self-service solutions that are used by leading organizations around the world to automate and optimize the customer care experience – from the call center to the Web and mobile devices.
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Unlock value within your contact center operations with our complimentary diagnostics survey
West Monroe
JULY 11, 2023
Read More Data & Technology Delivering a superior patient experience built around ease and trust for MultiCare Health System Data & Technology Transformation to an omnichannel customer care experience results in $40M in value creation
Top Metrics and Strategies for How to Measure Customer Service Performance
Kustomer
AUGUST 6, 2020
As a smart business leader, you want to serve your customers as best as you possibly can. The right data will show you exactly what aspects of your customer service and the customer experience (CX) you’re providing could use some attention. Ways to Measure Customer Service. Resolution Rate.
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3 Ways to Use Robot Chat for Client Support
Oracle
JULY 8, 2019
One of the clearest requirements for deploying effective robot chat is integrating it as a component of an overall customer service strategy, rather than a siloed effort. Let’s take a closer look at key points surrounding a successful AI chat deployment. Robots on the team.
20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)
ShepHyken
DECEMBER 11, 2019
With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. It was quite long, so I decided to split it into two parts.
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Guest Blog: Digitalizing Customer Service for 2018
ShepHyken
MARCH 9, 2018
Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. It doesn’t take much to step in the right direction and begin improving the customer journey. Provide a Quicker Answer.
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75 The Importance of Communication to the Omnichannel Experience
CX Journey
JANUARY 11, 2018
A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Customers get better experiences, while businesses acquire and retain more customers.
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58 5 Top Customer Service Articles for the Week of August 13, 2018
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? My Comment: Want to get better at customer service? by Steve Bernstein.
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72 Guest Blog: How to Handle a Know-It-All
ShepHyken
APRIL 21, 2017
Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The post Guest Blog: How to Handle a Know-It-All appeared first on Shep Hyken.
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Take Your Customers Where They Need to Go, Not Where They Want to Go
ShepHyken
OCTOBER 3, 2018
This was a leader sharing his philosophy, and my mind was racing with ideas about how it applies to customer service and the customer experience. When we find out what our customers want if it’s not what they need, and we know it, are we willing to tell them? It’s really quite simple.
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