Happy or Not

NOVEMBER 13, 2024

These examples of good customer service demonstrate how continuous customer feedback collection and actionable insights enable companies to address customer concerns, turn upset customers into satisfied ones, and improve customer satisfaction across different touchpoints.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

ShepHyken

AUGUST 23, 2021

Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 82

Article 2024 Customer Service Magazine 82

ShepHyken

MARCH 25, 2019

Customer Service Skills You Need to Master by Alex Yumashev. CustomerThink) So as to succeed at providing excellent customer service, you need a set of skills that drive customer satisfaction. My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

2019 110

2019 Article Customer Service Competitive Advantage 110

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations 2012 Social Media Measurement 40

ShepHyken

JANUARY 3, 2024

TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees. Customers Want It Now Customers will be less patient next year because of what is referred to as the Amazonation of the customer. It’s not just about delivery. Connect with Shep on LinkedIn.

2024 97

2024 Customer Service Workshop Customer Service Training 97

Win the Customer

NOVEMBER 14, 2016

The accessibility offered by social media has blurred ‘business-hours-only’ boundaries and now your customers expect you to be available 24/7. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

JUNE 2, 2024

While you may not see anything new, I want to emphasize the third strategy, which is proactive customer service. Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. Here are five ways. Connect with Shep on LinkedIn.

Article 80

Article Customer Service Net Promoter Score 2024 80

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. While nearly every major U.S. For information contact or www.hyken.com.

2017 81

2017 Article Customer Service Contact Center 81

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) G2) Effective customer conversations help meet customer expectations while building trust and loyalty toward your brand and products. 5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski.

Article 94

Article 2021 Customer Service Retail 94

Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Social Media Customer Journey Mapping 52

Eptica

FEBRUARY 19, 2019

How do you get the word always to be part of your customers’ description of you? Customers expect, at the very least, to be treated with courtesy and professionalism. Respect your customers’ time. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Loyalty 109

Loyalty 2019 Customers 2018 109

ShepHyken

FEBRUARY 21, 2022

The Value Gap a New Blueprint for Customer Expectations by Quinine. So we want our customers to experience this gap, and the author has handed us 15 business and store factors (for the retailers) that will drive the perception of great value. ACSI: Customer Satisfaction Decline Continues — Here’s a Big Reason by Marianne Wilson.

Article 71

Article 2022 Customer Service 2005 71

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Connect with Shep on LinkedIn.

Article 82

Article Loyalty Programs Customer Service 2024 82

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX. Customer Experience in E-commerce Trend Predictions for 2023.

E Commerce 78

E Commerce 2023 E-support Customer Experience 78

Stella Connect

NOVEMBER 29, 2021

More likely than not, it was a frustrating, time-consuming experience and not in line with today’s customer expectations. Brands that leverage real-time VoC data can improve the customer experience by: Driving product innovations. Optimizing customer service training programs and performance.

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. CEOs can potentially serve as important customer service reps in complementary roles to frontline customer service, sales, and customer experience management personnel.

Article 13

Article 2022 Customer Service Contact Center 13

ShepHyken

NOVEMBER 19, 2023

5 Ways to Track Customer Satisfaction by Foundever (Foundever) Satisfied customers are more likely to remain loyal to a brand, to recommend its goods and services to friends and family and are more likely to show forgiveness after a single disappointing customer experience. Connect with Shep on LinkedIn.

Article 61

Article Customer Service 2023 Magazine 61

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Article 76

Article 2018 Customer Service Airlines 76

CSM Magazine

MARCH 15, 2016

One the most frequent questions is “What low cost/no cost ways would you recommend to improve the delivery of customer service by my employees?” Create a Customer Satisfaction Investigation (CSI) team. Isn’t it criminal to take a customer’s money and then not deliver to meet his expectations?

Customer Service 63

Customer Service Hotels Customer Service Training Document 63

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Redesign current processes and services.

Customer Experience 137

Customer Experience Download Workshop Metrics 137

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Losing Customers Due to Lack of Relevance? Follow on Twitter: @Hyken

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

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. Well, excellent customer service can be the difference between having a loyal, happy customer base and one that’s constantly churning.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 116

Customer Experience ROI Metrics Net Promoter Score 116

Integrity Solutions

OCTOBER 27, 2021

The bottom line is (literally and figuratively) no matter how great your product offerings are, in a world where customers have more information available at their fingertips, more options available to them and more ways to vent their frustrations publicly, you can’t afford to drop the ball on service. Customers want empathy.

Customer Service 68

Customer Service Banking Customer Service Training Culture 68

ShepHyken

OCTOBER 3, 2022

(CMSWire) As a customer experience professional, do you have to be a trained statistician?Thankfully, As we all know, statistics play a big role in measuring customer satisfaction and tracking progress over time. My Comment: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX.

Article 14

Article 2022 Customer Service Retail 14

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Putting it all together. Empathetic. Consistent.

Omnichannel 52

Omnichannel Customer Service Strategies Customer Service Social Media 52

InteractionMetrics

AUGUST 14, 2024

Before making any recommendations, a customer service consultant will first take the time to understand your business goals and observe real customer service interactions to understand what your customers expect and what they’re receiving. What’s the Customer Service Consulting Process Like?

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

Comm100

APRIL 16, 2018

After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. Lessons from the Mouse” is more inclined to help companies whose main CX aim is to exceed customer expectations.

Exceptional Customer Service 46

Exceptional Customer Service Books Customer Satisfaction Loyalty 46

ShepHyken

MARCH 13, 2023

Omnichannel Customer Experience Redefined by Michelle Hawley (CMSWire) In today’s fast-paced world, customers expect quick and efficient service when reaching out to businesses. In fact, one 2023 report found that 71% of customers want immediate service when they reach out to a company.

2023 10

2023 Article Customer Service Contact Center 10

Stella Connect

DECEMBER 15, 2021

When brands treat customers as their biggest advocates, they have the potential to drive meaningful results, as illustrated by the fact that WoM marketing produces roughly $6 trillion in consumer spending each year. #2: 2: Personalization isn’t just a nice to have—roughly half of customers expect personalized experiences. .

Poor Customer Service 75

Poor Customer Service 2021 2022 Consumers 75

ViiBE Blog

AUGUST 27, 2021

Customer experience is broader and encompasses factors like how easy it is to complete a purchase, how good the customer service is, and how good the product or service is. When combined, these factors can give you an overview of your overall customer experience. How can you measure customer satisfaction?

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

CSM Magazine

OCTOBER 19, 2023

As recent reports suggest, companies that invest in higher levels of customer service often reap the financial rewards in the investment created. When leveraged effectively, it can provide invaluable insights that leads to better decision-making and, ultimately, happier customers.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. Thank you, CX Network!) Follow on Twitter: @Hyken

Article 48

Article Customer Service 2023 Call Center 48

ViiBE Blog

APRIL 19, 2021

If the customer is still unhappy, offer the dissatisfied customer something to compensate for the trouble if possible. Repair: The goal of service recovery is to achieve customer satisfaction. Find a solution to the issue that is satisfactory for both you and the customer. Intervention. Prevention.

Healthcare 52

Healthcare Hospitality Customer Service Representative 2017 52