Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Customer Service Competitive Advantage Customers 99

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer.

Article 141

Article E Commerce 2021 Customer Service 141

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel. And, trust leads to potential loyalty. The entire experience must be consistent.

Customer Service 91

Customer Service Loyalty Customer Service Training Customers 91

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 20

Article 2021 Customer Service Customer Service Training 20

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 91

Article 2024 Customer Service Magazine 91

ShepHyken

JANUARY 4, 2023

Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

2023 147

2023 Customer Service Customer Experience B2C 147

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

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Can Your Customer Service Make a Sale? Thats a lot of returns! Find out in this article.

2024 77

2024 Article 2025 Customer Service 77

ShepHyken

NOVEMBER 9, 2016

I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer. 2. Ignoring them on Social Media – The customer’s voice can now be heard by many. Be sure to respond – and do it quickly – to all customers’ comments, good and bad.

Social Media 128

Social Media Customers Customer Service Training Connections 128

ShepHyken

NOVEMBER 7, 2023

Written policies, such as how you handle your customers’ data, return policies, guarantees and more build trust and safety. Are they in alignment with your customers’ expectations? Customers know your products work, trust you, align with your beliefs and what you stand for, and feel appreciated.

Workshop 105

Workshop Customer Service Training Customers Reference 105

ShepHyken

JUNE 17, 2018

It’s simple: You don’t just create a customer experience that’s better. 5 Ways to Build Customer Loyalty by Christy Bieber. The Motley Fool) Your company can model other successful businesses in encouraging customers to become repeat shoppers. My Comment: Who doesn’t want customer loyalty!?

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Article 91

Article Loyalty Programs Customer Service 2024 91

ShepHyken

APRIL 22, 2024

4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

2024 91

2024 Article Customer Service E Commerce 91

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

2019 116

2019 Article Customer Service Competitive Advantage 116

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

2019 94

2019 Article Customer Service Guest Experience 94

ShepHyken

DECEMBER 16, 2024

Qualtrics fourth annual Consumer Experience Trends report reveals the stakes: despite fewer negative interactions, consumers are quicker to cut spending after bad experiences, while trust, loyalty, and satisfaction have all fallen over the last year. Not doing so is a risk to the long-term survival of your company! What does that mean?

Article 62

Article Customer Service Loyalty Programs 2024 62

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 88

Article Customer Service Net Promoter Score 2024 88

ShepHyken

MARCH 2, 2020

Use This Pyramid To Increase Customer Loyalty and Grow Your Revenue by Allyssa Munro. Thrive Global) The higher your product or service is on this pyramid, the more valuable your business is perceived to be. My Comment: Using Maslow’s Hierarchy of Needs as a starting point, the author uses the model to assess customer loyalty.

2020 83

2020 Article Customer Service Hospitality 83

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

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service? 2017 Customer Service Expectations Survey by Gladly.

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. That’s what caught my eye.

Article 87

Article 2020 Customer Service Loyalty 87

Integrity Solutions

OCTOBER 5, 2022

In fact, in many cases, superior customer service is now one of the most powerful secret weapons an organization has. In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. Changes mindsets about problem-solving.

Culture 88

Culture Customer Service Customer Service Training Contact Center 88

ShepHyken

AUGUST 30, 2021

A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. She backs it up with plenty of examples and stats.

Article 18

Article 2021 Customer Service Magazine 18

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. The Future of Customer Loyalty is Flexibility by Jim Tierney.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

JULY 29, 2024

My Comment: How do you get customers to say, “I’ll be back?” His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers. According to Ben Locke, the co-founder of an agency, it’s effective communication.

Article 88

Article Customer Service 2024 Sports 88

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Article 101

Article 2021 Customer Service Retail 101

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

2020 81

2020 Article Customer Service Retail 81

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Article 86

Article 2019 Customer Service Social Media 86

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Ease of use. Personalization.

Article 81

Article Customer Service 2024 Loyalty Programs 81

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

ShepHyken

SEPTEMBER 1, 2024

4 Trends Impacting Retail Customer Loyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal? Uncover four key trends reshaping retail customer behavior and learn strategies to keep shoppers engaged and coming back for more.

Article 77

Article Magazine Customer Service 2024 77

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

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. by Max Starkov. Follow on Twitter: @Hyken.

2021 81

2021 Article Customer Service Hospitality 81

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

Article 68

Article 2022 Loyalty Programs Customer Service 68

ShepHyken

AUGUST 22, 2016

It’s more than a list of ways to boost customer loyalty. Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. (CTS

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

AUGUST 28, 2017

One of the most important aspects of doing business for almost any company is customer service. In order to develop a loyal customer base and thrive, companies often need to go above and beyond customer expectations. company claims to prioritize customer needs, only a few are able to do so successfully.

2017 85

2017 Article Customer Service Contact Center 85