ShepHyken

MAY 10, 2021

No doubt this article has ideas about creating a better CX, but the real focus here is understanding and interpreting data – and the data you need to understand is about how the customer “feels.”. 10 Ways Knowledge Base Can Improve Customer Experience by Sony T. Follow on Twitter: @Hyken.

2021 157

2021 Article Customer Service Net Promoter Score 157

ShepHyken

OCTOBER 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Customer satisfaction ratings are up, churn is down and employees are happier. My Comment: Data is worthless if you don’t do anything with it.

Net Promoter Score 107

Net Promoter Score Article Customer Service 2018 107

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. The post Bad Customer Service Isn’t the Problem.

Culture 108

Culture Customer Service Poor Customer Service 2022 108

ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. by Roger Dooley.

2019 118

2019 Article Customer Service Social Media 118

ShepHyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. It’s about customer service training. Just kidding!

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

SEPTEMBER 6, 2021

It is one of several customer experience (CX) metrics that place hard values on a brand’s CX and often works in conjunction with metrics like Net Promoter Score (NPS), Customer Churn Rate (CCR) and Customer Satisfaction Score (CSAT). Go to The Customer Focus to learn more about our customer service training programs.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

MARCH 26, 2018

The Psychology of Customer Service: Science-Backed Tips to Increase Customer Satisfaction by Marwan Jamal. All Business) Customer satisfaction matters and can make or break your business. I’ve compiled a list of eight best practices that will improve customer satisfaction.

2018 86

2018 Article Airlines Customer Service 86

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. Customer Service Skills You Need to Master by Alex Yumashev. by Ricardo Saltz Gulko.

2019 110

2019 Article Customer Service Competitive Advantage 110

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

MARCH 27, 2023

He shares three foundational strategies to enhance your CX and improve customer retention. Your Customers are Happy Because Your Employees are Happy by Katie Pierce (eRep) Employee happiness significantly impacts customer satisfaction and positive reviews1 regarding your business. Follow on Twitter: @Hyken

Article 22

Article Customer Service 2023 2022 22

ShepHyken

AUGUST 2, 2021

It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? Syrow) Customer satisfaction is about how your customers feel about your brand or offerings.

Article 96

Article 2021 Customer Service Hospitality 96

ShepHyken

DECEMBER 21, 2020

(Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. That’s right, air travel got better while the world fell apart, at least according to the latest numbers from the American Customer Satisfaction Index (ACSI), a closely-watched barometer for customer service.

2020 121

2020 Article Customer Service Airlines 121

ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. Customer service: Tips to make your buyers feel VIP by Gerardo Rodríguez.

2020 90

2020 Article Customer Service Contact Center 90

ShepHyken

JANUARY 16, 2023

10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. Here are my top five picks from last week.

2023 16

2023 Article Customer Service Customer Satisfaction 16

ShepHyken

DECEMBER 10, 2018

Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin. Sometimes the obvious is not so obvious.). Follow on Twitter: @Hyken.

Article 94

Article 2018 Customer Service 2019 94

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . You need help from your customers. Look at your customer satisfaction ratings. You can’t answer this by yourself.

Customer Service 80

Customer Service Customer Satisfaction Customer Service Training Customers 80

ShepHyken

AUGUST 28, 2019

Knowing that will free you up to think about what needs to be done to get to the resolution that will make your customer happy. It will allow you to focus on the journey that will lead you to customer satisfaction. It could be an angry customer. It’s too easy to get caught up in the emotion of the moment.

Customer Service Training 126

Customer Service Training Customer Satisfaction Customer Service Information 126

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. Then the article goes on to discuss the importance – and the benefit – of proper training.

2018 83

2018 Article Customer Service Social Media 83

ShepHyken

JULY 7, 2024

The Opportunity in a Customer Experience Slump by Greg Kihlstrom (CMSWire) Those in the customer experience space might feel good to hear all the talk about how important it is for brands to be customer-focused these days. Do you have a strong customer experience strategy? It’s the reason customers come back.

Article 80

Article Customer Service 2024 Workshop 80

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

2020 93

2020 Article Customer Service Loyalty Programs 93

ShepHyken

FEBRUARY 6, 2019

Total Customer Satisfaction. The key for core values to work is to keep them in front of you, memorize them, and be conscious of how they tie into your daily behavior with your customers and employees. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Books 113

Books Culture Customer Service Training Brand Values 113

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. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Contact Center 81

ShepHyken

DECEMBER 2, 2019

There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. My Comment: The secret to having happy customers is having happy employees. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 15

2019 Article Customer Service Culture 15

ShepHyken

JANUARY 29, 2018

My Comment: My friends at LiveChat have put out a 2018 customer service report. Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service.

2018 94

2018 Article Customer Service Social Media 94

ShepHyken

MARCH 19, 2018

My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago. The Three Cs of Customer Satisfaction: Consistency, consistency, Consistency by Alfonso Pulido.

Article 81

Article 2018 Customer Service Loyalty 81

ShepHyken

SEPTEMBER 18, 2017

By implementing these processes that go beyond customer service and into other parts of your company, you’ll see how a customer-centric culture can drive new levels of internal customer focus as well as higher customer satisfaction. Great service just doesn’t happen because of the front line.

2017 83

2017 Article Customer Service Hospitality 83

ShepHyken

FEBRUARY 10, 2020

And, while the focus is on retention, giving the customer the right experience will not only retain them but could make them loyal. Top 10 Customer Satisfaction Quotes By Leading Industry Experts! My Comment: Our friends at Martech Advisor assembled ten quotes from some very notable customer experience experts.

2020 83

2020 Article Customer Service Customer Retention 83

ShepHyken

AUGUST 15, 2018

And, if the ideas are coming from the customers giving you high ratings, then the suggestions are giving you the opportunity to improve on greatness. Let’s assume you are customer focused and your organization is providing a level of customer service that earns consistent high scores. Where can you go from here?

Net Promoter Score 90

Net Promoter Score NPS Banking Travel 90

ShepHyken

NOVEMBER 8, 2021

5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski. CMSWire) Improving customer satisfaction and experience with your brand and online store is only possible when you find out how the target customers interact online, what product they like, what pages they visit when they come to your site and more.

Article 94

Article 2021 Customer Service Retail 94

ShepHyken

APRIL 22, 2019

As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.” Leadership must recognize that service transformation is a “competitive must” and a strategic asset. by Mohamed Latib, Ph.D. . (CX

Article 78

Article 2019 Customer Service Competitive Advantage 78

ShepHyken

FEBRUARY 21, 2023

A great customer experience goes hand-in-hand with a great employee experience. It’s no surprise that the best customer-focused companies are also some of the best places to work. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Customer Experience 68

Customer Experience Customer Service Training Reference Loyalty 68

ShepHyken

FEBRUARY 7, 2022

Customer satisfaction directly affects your bottom line, and if you want to increase sales or maintain your current customers, it’s critical that you understand what they care about most. Customer satisfaction is a significant factor in business success. That doesn’t mean you should upset a customer on purpose!).

Net Promoter Score 14

Net Promoter Score Article 2022 2030 14

Integrity Solutions

OCTOBER 5, 2022

But even when an issue can’t be resolved, the best reps leave their customers feeling heard, appreciated and more loyal to the company as a result. Customer Service Training and the Value of Process. It takes more than product knowledge and a script to help someone be customer-focused.

Culture 87

Culture Customer Service Customer Service Training Contact Center 87

ShepHyken

APRIL 23, 2018

When it comes to customer service, simple means clear and easy-to-understand. The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . MediaPost) Brands are trying to improve their customer experience. And, by the way, simple doesn’t always mean easy. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

FEBRUARY 21, 2022

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. Follow on Twitter: @Hyken.

Article 71

Article 2022 Customer Service 2005 71

ShepHyken

AUGUST 24, 2020

5 Ways To Elevate Employee Satisfaction That Boost Customer Satisfaction by Anjan Pathak. CustomerThink) Customer wellbeing has become the most crucial factor to consider when you want your business to grow. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 85

Article 2020 Customer Service Contact Center 85

Eptica

FEBRUARY 19, 2019

About Shep Hyken Shep Hyken is a customer service & customer experience expert, award winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Loyalty 109

Loyalty 2019 Customers 2018 109