Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

2019 118

2019 Article Customer Service Social Media 118

ShepHyken

MARCH 10, 2025

5 Ways to Boost Customer Loyalty by Foundever (Foundever) Customer care has entered a new era one where AI, automation and self-service are reshaping the landscape faster than you can say, Let me speak to a manager. Getting Ghosted? Some of these examples will make you cringe, smile, and even laugh out loud (LOL)!

2025 68

2025 Article Loyalty Programs Customer Service 68

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. Training is finite, usually one to three days.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. While an excellent concept for customers, it is also appropriate for the colleagues you work with.

2019 100

2019 Article Social Media Customer Service 100

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? You can’t answer with “Because we have great customer service.”

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ShepHyken

OCTOBER 24, 2016

How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. My Comment: Social media customer service is a viable customer support option, and Twitter is one of the top social channels. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 120

2016 Article Customer Service Government 120

ShepHyken

DECEMBER 19, 2016

(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. While many companies think that social media is a marketing tool, Sparkcentral shares this compelling statistic.

2016 90

2016 Article Social Media Customer Service 90

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. Here are my top five picks from last week.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

APRIL 1, 2019

A Complete Guide to Social Media Customer Service by Anna Bredava. Search Engine Journal) In this article, we’ll go through all the steps of building a social customer service strategy from scratch and answer the frequently asked questions about social customer support.

2019 101

2019 Article Customer Service Social Media 101

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. by Neal Dlin.

2017 17

2017 Article Customer Service Social Media 17

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. Social media gives customers a loud voice and a huge platform.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris.

2018 78

2018 Article Customer Service Loyalty Programs 78

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. Follow on Twitter: @Hyken.

2018 86

2018 Article Airlines Customer Service 86

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. Forbes) If you follow the best practices in digital marketing or customer service, then there’s a good chance you’ve come across a blog named Convince & Convert and have heard of Jay Baer.

2017 85

2017 Article Customer Service Social Media 85

ShepHyken

MARCH 20, 2017

If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

JUNE 20, 2018

Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. Be amazing on social media – Social media is meant to be social. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 99

Customer Service Social Media Customer Relationship Management Customer Service Training 99

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 10, 2016

WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. It’s just a way to celebrate the people who provide amazing customer service throughout the year. Lessons we can all learn from!

2016 127

2016 Article Customer Service Airlines 127

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. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 128

2016 Article Customer Service 2017 128

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. her cable company for two reasons.

Customer Service 102

Customer Service Social Media Customer Service Training Customers 102

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

2024 74

2024 Article Customer Service Social Media 74

ShepHyken

AUGUST 15, 2016

6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. Follow on Twitter: @Hyken .

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

OCTOBER 28, 2020

We have a social media and marketing person whose title is Director of Reputation. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Culture 155

Culture Social Media Customer Service Training Customers 155

ShepHyken

MAY 5, 2024

What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. Connect with Shep on LinkedIn.

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great.

Article 13

Article 2018 Customer Service Social Media 13

ShepHyken

FEBRUARY 19, 2018

And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem. Here are five tips to improve social customer service. And, as you read in this article, social care is more than just handling complaints and questions.

2018 83

2018 Article Customer Service Social Media 83

ShepHyken

MAY 2, 2022

The article goes on to share four content strategies that will enhance your customer’s experience with you and your organization. Social Media as a Service Differentiator: How to Win by Avinash Chandra Das, Malcolm Gomes, Ishwar Lal Patidar, and Renny Thomas. Follow on Twitter: @Hyken.

Article 71

Article 2022 Customer Service Social Media 71

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. Favorable reviews of your products and services are critical if you want other people to. AI-powered Customer Service Tools.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. My Comment: This is a short, yet powerful article on another spin of the popular topic of social media. by Neal Dlin.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

2017 76

2017 Article Customer Service 2016 76

LiveChat

AUGUST 23, 2016

Every single customer has a problem and it doesn’t matter if it’s complicated or not: staff needs to be prepared to solve it as soon as possible. The most important part of customer service training is obviously a product or service training. Not being present on social media. It’s pure hell.

Customer Service 56

Customer Service Social Media Presentation Customers 56

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Connect with Shep on LinkedIn.

Article 69

Article 2024 Customer Service Social Media 69

Comm100

MAY 10, 2018

Here are the top 7 reasons why complaining customers are your best customers, and what you can do to turn dreaded customer complaints into golden opportunities. Complaining Customers Care. If there is one thing that can be said about complaining customers, it’s that complaining customers care.

Customers 91

Customers Download Customer Service Training Fashion 91

ShepHyken

JULY 25, 2016

Also, if you don’t follow Vala on social media and become a regular reader of his column, you should. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

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2016 Article Customer Service Books 78