ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge.

2016 119

2016 Article Social Media Net Promoter Score 119

Think Customers

APRIL 14, 2015

One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers.

Connections 83

Connections Social Media Contact Center Customer Centricity 83

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 120

2016 Article Customer Service Government 120

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. More Than One-Third Of Shoppers Would Pay For Enhanced Loyalty Programs by Marie Griffin.

2018 79

2018 Article Customer Service Loyalty Programs 79

TechSee

APRIL 10, 2019

To get started on the road to improving customer experience, take stock of your customers’ pain points, and determine the business impact of reducing their pain. Drive long-term loyalty? Customer-centricity has been proven to drive repeat business, increase customer loyalty and boost profits. Boost revenues?

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. A Customer Discovered Their $350 Lego Set was Missing Pieces. Here are my top five picks from last week.

2021 28

2021 Article Customer Service Net Promoter Score 28

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 125

2016 Article Customer Service Hotels 125

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty.

Net Promoter Score 96

Net Promoter Score Article 2018 Customer Service 96

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. How to Drive Customer Loyalty Among Millennials by Timi Garai.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Smartphones are the Secret Weapon by Ken Kunz.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

OCTOBER 14, 2019

Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. Follow on Twitter: @Hyken.

Article 20

Article 2019 Customer Service Customer Service Training 20

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 101

Airlines Hotels Loyalty Programs Travel 101

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. These are great ideas that almost any customer service/experience innovation program can benefit from. Here are my top five picks from last week. Follow on Twitter: @Hyken .

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience. It builds a stronger relationship.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

FEBRUARY 6, 2017

The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. But how exactly do you measure something so seemingly abstract?

2017 86

2017 Article Customer Service Social Media 86

ShepHyken

DECEMBER 19, 2018

It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 124

Customer Service Training Reference Customers Books 124

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. Thanks for sharing! Follow on Twitter: @Hyken.

2016 95

2016 Article Social Media Customer Service 95

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

2017 81

2017 Article Customer Service Metrics 81

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. If so, you may be rewarded.

2019 68

2019 Article Customer Service 2018 68

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 125

2016 Article Airlines Customer Service 125

ShepHyken

DECEMBER 2, 2019

There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees. Consider data, stock/inventory management, customer care and the Internet of Things (IoT).

2019 16

2019 Article Customer Service Culture 16

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

2022 76

2022 Article Customer Service Hospitality 76

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Repeat business is not built on a foundation of customer loyalty. This is especially true the very first time a customer does business with us.

2017 86

2017 Article Customer Service Social Media 86

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.

2017 67

2017 Article Customer Service Net Promoter Score 67

ShepHyken

DECEMBER 6, 2021

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? So, if customer service isn’t a department, what do you call it? How about “customer care?” It’s baked in the culture.

2021 72

2021 Article Customer Service 2022 72

ShepHyken

DECEMBER 20, 2018

In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service. For information, contact 314-692-2200 or www.hyken.com.

Article 123

Article Customer Service 2018 Books 123

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

E Commerce 96

E Commerce 2018 Article Customer Service 96

CSM Practice

JULY 6, 2020

By concentrating on the needs of your customers rather than desperately pushing the product of your company, this shows that you understand, or are trying to understand your customers the best way you can which gives them the idea that you value them. . Choose your target customers carefully to achieve mutual success.

2018 105

2018 Customer Success Customers Communication 105

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 107

Customer Experience Advertising Customer Expectations 2011 107

Help Scout

JULY 20, 2021

Harley Davidson When thinking about customer orientation, it’s unlikely that this motorcycle company is one of the first that would come to mind. The fact is, though, that Harley Davidson knows how important it is to be customer-focused, especially if they hope to retain their place of excellence in the motorcycle world.

Customers 145

Customers Culture Sales Metrics 145

Magellan Solutions

OCTOBER 18, 2016

It is important to realize that one of the effective ways to increase revenue from existing customers is to improve the customer service that a company offers. One experience shared by an existing customer can mean success or disaster for a business in just a few clicks. Loyalty rewarded. The reverse is just as true.

Customer Base 68

Customer Base Social Media 2013 ROI 68

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

2018 72

2018 Article Customer Service Loyalty 72

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

JUNE 20, 2018

Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It shows you care, that you’re paying attention and that you want to do business. A quick response time creates confidence, which is one of the keys to creating customer loyalty. Follow on Twitter: @Hyken.

Customer Service 103

Customer Service Social Media Customer Relationship Management Customer Service Training 103