ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world.

Article 114

Article 2019 Customer Journey Mapping Customer Service 114

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? Next, show empathy.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Article 92

Article 2024 Customer Service Magazine 92

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Article 74

Article 2024 Customer Service Magazine 74

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 78

E Commerce Article 2024 Loyalty Programs 78

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. But today’s answer is not just timely, but also timeless. Connect with Shep on LinkedIn.

Customer Service 97

Customer Service Workshop Customer Service Training Definition 97

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

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Omnichannel Customer Care Customer Journey Consumers 177

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. So what is the answer?

Customer Service 98

Customer Service Management E-support B2C 98

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. That’s okay.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

Kitewheel

OCTOBER 7, 2020

Two of these are uncovering customer journey paths with journey analytics and increasing the value of customer service through real-time orchestration. . How are customers truly using your mobile app? For most, interactions will be routine. Customer Service Efficiencies: Turning Insight Into Action.

Customer Confidence 52

Customer Confidence Banking Call Center Customer Journey 52

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. How do you build customer confidence?

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Hospitality Travel Customer Confidence Culture 123

InMoment XI

FEBRUARY 7, 2024

Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). These signals give hotels and resorts a 360-degree view of each customer, which can be used to fuel ultra-personalized experiences.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared. For enterprise companies, the stakes are even higher.

Banking 195

Banking Feedback Social Media Call Center 195

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

ShepHyken

FEBRUARY 1, 2017

Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative.

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Airlines Customer Service Customer Service Representative Customers 103

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. In this article, we’ll answer your questions like “what is a chatbot?” Types of chatbots.

Customer Service 90

Customer Service Social Media Books Return on Investment 90

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Second: CX Is More Than Just Customer Service.

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Article Customer Service Loyalty Programs 2024 62

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

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Article 2018 Customer Service Magazine 79

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. Shattered customer confidence.

Banking 106

Banking Customer Service Representative Customer Confidence Customer Service Training 106

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. This not only impacts revenue, but also erodes customer confidence. This leads to shorter call handling times and increased agent productivity.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

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Article 2018 Net Promoter Score Customer Service 87

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

Myra Golden

JULY 29, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.

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Customer Service Download Customer Service Training Customers 53

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

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Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? Exceptional customer service is a guiding light, capturing attention amidst many options. The goal is for customers to see your business as excellent and become passionate advocates.

Customer Service 52

Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

Myra Golden

JULY 28, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.

Customer Service 40

Customer Service Customer Service Training Call Center Contact Center 40

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. Follow on Twitter: @Hyken.

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Customer Service Training Customer Service Interaction Customer Experience 108

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey. Top Takeaways: Learn about “customer avoidance” and why it happens.

Customer Service Representative 74

Customer Service Representative Books Customer Confidence Advertising 74

ShepHyken

SEPTEMBER 11, 2020

This evolution has a huge impact on the interactions between companies and customers. The combination between customer-centric thinking, the latest technologies and the human touch is the guiding principle in Steven’s stories. Read Shep’s latest Forbes article: Key To Uncertain Times: Create Customer Confidence.

Customer Experience 107

Customer Experience Customer Confidence Customer Centricity Customer Expectations 107

ShepHyken

MAY 23, 2017

What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

Insurance 85

Insurance Travel Culture Customer Focused 85

Myra Golden

JULY 29, 2016

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

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Webinar Customers Customer Service Customer Confidence 91

CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable. Honesty can eliminate misunderstanding.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. Proactive Interaction A chatbot that waits passively for queries is a thing of the past.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2010 2025 75