ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

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 88

Article 2024 Customer Service Magazine 88

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Article 21

Article 2021 Customer Service E Commerce 21

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. Validation needs to be a part of the customer experience.

Customer Service 169

Customer Service Metrics Customers Interaction 169

CSM Magazine

DECEMBER 17, 2024

Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

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.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

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 75

E Commerce Article 2024 Loyalty Programs 75

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. Yet customers also want to enjoy a digital experience with little or no friction. Follow on Twitter: @Hyken.

Article 110

Article 2019 Customer Journey Mapping Customer Service 110

InMoment XI

JULY 22, 2024

The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared. When such disruptions occur, they don’t just impact operations; they shake customer confidence and loyalty. State of the Connected Customer Report.

Banking 195

Banking Feedback Social Media Call Center 195

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

2018 93

2018 Article Customer Service Automotive 93

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.

Article 79

Article 2018 Customer Service Magazine 79

InMoment XI

FEBRUARY 7, 2024

Let’s take a closer look at how integrated CX and other AI-powered tools are shaping hotel experiences—and how the best hotels and resorts are leveraging this winning combination to provide intelligent, customer-centric experiences that grow sales and foster loyalty. Intelligent Digitized Experiences Hotel guests expect an experience.

Hotels 195

Hotels Guest Experience Travel 2023 195

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment . However, 56% of the US surveyed see this period as a ‘time to shine.’

Customer Service 93

Customer Service Management 2023 2022 93

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. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

CSM Magazine

MARCH 10, 2025

While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty. What Is a Companys Voice?

Customer Experience 52

Customer Experience Reference Communication Customers 52

Service Untitled

SEPTEMBER 17, 2012

So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. When a product fails or a service isn’t to a customer’s satisfaction, a company’s reputation is out there “laying on the line.” photo by: gilmorec.

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. How about you? Don’t settle for ordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

ShepHyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Customer Service Training 138

Customer Service Training Customers Information Loyalty 138

ShepHyken

DECEMBER 26, 2018

Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company. Customer service: You love the way they treat you. Convenience: Who doesn’t want an easy and frictionless experience?

Culture 134

Culture Customer Service Training Books Customers 134

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 Centricity Customer Satisfaction 52

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Here’s why I like NPS so much as a KPI of customer service quality: Credibility. Thanks Steve! Reliability.

Customer Service 45

Customer Service Net Promoter Score NPS 2003 45

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.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

ShepHyken

OCTOBER 10, 2018

Whether it’s a special offer, such as “All You Can Eat” at a restaurant, a promise to do anything , or a guarantee of the work you deliver to the customer, there is only one way this works, and that is that you honor your offer, which is the same as honoring your word. That’s what builds confidence, trust and loyalty.

Customer Service Training 124

Customer Service Training Loyalty Article Information 124

CSM Magazine

FEBRUARY 28, 2025

News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage. compliance, IT, and customer service) can access a single, authoritative data repository, fostering greater collaboration in fraud investigations.

Government 52

Government Financial Banking Technology 52

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. So, how much do your customers trust you? The post Do Your Customers Trust You This Much? Follow on Twitter: @Hyken.

Customer Service Training 124

Customer Service Training Reference Customers Books 124

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

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . Loyal customers will come back.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

Magellan Solutions

NOVEMBER 29, 2018

If there is a partnership that can hugely benefit banks, partnering with a customer service call center is one of the best decisions that can allow them to receive a higher return on investment. Despite the presence of self-service channels available online, the majority of bank clients still prefer human help. Lower cost.

Call Center 45

Call Center Banking Customer Service Return on Investment 45

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

ShepHyken

FEBRUARY 11, 2022

If there’s a delay in transit or items are arriving sooner than expected, your customers should be the first to know. . Have a direct line of communication with your customer service team, whether that be by phone, email, or online chat. Messages like this are one of the best ways to instill customer confidence. .

E Commerce 71

E Commerce Customer Experience Loyalty Programs Loyalty 71

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Blog 108

Blog Customer Experience Government Article 108

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. But not all bots are created equal. Escalation to Human Support A smart chatbot knows its limitations.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

CSM Magazine

MAY 9, 2024

When we really get where our customers are coming from, it shapes how we respond to them. By focusing on immediate solutions, we’re doing more than putting out fires – we’re lighting up pathways to customer confidence and peace of mind. Firms that prioritize doing good often end up performing better as a result.

Engagement 52

Engagement Magazine Customer Confidence Customers 52

ShepHyken

JANUARY 2, 2018

</span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. Top Takeaways: Trust is a confident belief in a product or an organization. When there is confident belief, everything changes.

Leadership 81

Leadership Loyalty Connections Customer Service 81

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence 2022 Government Download 52