TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? This article reminds of this strategy.

2019 120

2019 Article Customer Service Leadership 120

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

2020 121

2020 Article Customer Service Airlines 121

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 127

Customer Service Customer Service Training Customers Retail 127

Zonka Feedback

JULY 21, 2023

Here are some customer service stratgies that online retailers can implement to improve their overall customer experience. In the world of eCommerce, where endless virtual aisles provide buyers with an array of choices at the click of a button, customer service has emerged as a strong differentiator.

Retail 52

Retail Customer Service Strategies Customer Service Customers 52

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Retail Social Media 98

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Kustomer

JUNE 8, 2021

This means it’s more crucial than ever to focus on the e-commerce customer service experience. retailers alone in Q2 of 2020 was 44% higher than the same period in 2019. What Is E-Commerce Customer Service? The ideal e-commerce customer service experience means customers are never left hanging — no matter what.

E Commerce 100

E Commerce Customer Service E-support Document 100

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

CSM Magazine

OCTOBER 17, 2016

If problems continue, you may change your evaluation and actions toward particular customers. Dr. Dennis Rosen is The WinFluence(R) Expert on customer service and sales improvement. About the Author.

Customer Service Strategies 65

Customer Service Strategies Customer Service Entertainment Customers 65

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Customer Service 98

Customer Service 2027 Competitive Advantage Customer Service Strategies 98

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Many of these employees were tasked with challenging customer-facing positions. Yet, seasonal hiring is not unique to retail during the holidays. For many organizations, seasonal staff are vital to operations.

Blog 111

Blog Customer Service Tourism Retail 111

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Had A Customer Service Fail?

Article 108

Article 2020 Customer Service Social Media 108

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. by Tara Thomas.

2016 106

2016 Article Social Media Customer Service 106

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

2018 102

2018 Blog Customer Service B2B 102

ShepHyken

JANUARY 7, 2025

Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. It may be someone elses fault, but to the customer, you are the company.

2024 77

2024 Article 2025 Workshop 77

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. On Hold for 45 Minutes?

Article 83

Article 2018 Customer Service Airlines 83

SurveySparrow

DECEMBER 15, 2019

With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. It is so not true.

Customer Service 91

Customer Service Omnichannel Customer Service Strategies Feedback 91

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. Here’s a statistic you won’t believe.

2017 91

2017 Article Social Media Customer Service 91

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 78

Retail Customer Experience E Commerce Virtual Agent 78

ProProfs Chat

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Customer Service 98

Customer Service Marketing Social Media Loyalty Programs 98

Service Untitled

SEPTEMBER 15, 2011

In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion. Customers like to touch, feel, and taste; it’s all part of the retail experience.

Customer Service Strategies 48

Customer Service Strategies Customer Service 2014 2010 48

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Article 74

Article 2021 Customer Service Metrics 74

TechSee

JUNE 1, 2021

What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. Gig customer service: Can it really work? Real potential for growth in gig customer service.

Customer Service 109

Customer Service 2027 2022 Consulting 109

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. Well worth it.

2018 15

2018 Article Customer Service B2C 15

Customers That Stick

MARCH 11, 2015

Be Your Customer’s Hero (HERO) is a different type of customer service book. Despite all of the amazing books on customer service and customer experience on the market, the book I needed didn’t exist. Is this how you feel when you work with customers? Customer service can be incredibly difficult.

Books 139

Books Customer Service Training Blog Social Media 139

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020. That means that to keep customers coming back, you need to make your retail space stand out and provide exceptional customer service. Bundling .

E Commerce 143

E Commerce Retail Exceptional Customer Service Consulting 143

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Plus, we gathered two examples from brands that are creating stellar customer experiences at scale. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 67

Article Customer Service 2023 Contact Center 67

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Customer Service Poor Customer Service E Commerce 78

Kustomer

OCTOBER 24, 2019

Modern day consumers don’t think of relationships with retail brands as simply transactional — they see brands as an extension of their identity. That’s why building relationships with customers, and treating them as part of the brand, is imperative for business success.

Retail 40

Retail Consumers Customer Service Social Media 40

ShepHyken

SEPTEMBER 15, 2021

Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? How good your customer service is. I’m not suggesting that you should. This is just to get you thinking about how good you really are.

Hotels 169

Hotels Customer Service Training Financial Customers 169

ShepHyken

DECEMBER 6, 2017

Yes, Amazon and other online retailers are my salvation. Stressful times for customers means stressful times for employees. They must be more empathetic and patient as the stress of the holiday shopping experience causes customers to behave in abnormally strange – often referred to as rude – ways. around the holidays.

Customer Service 19

Customer Service Retail Customer Service Training Reference 19

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. Why personalization is key for retail customer experiences by Jim Dicso.

2017 74

2017 Article Customer Service Retail 74

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. Mega-banks would have luxuriously decorated spaces, whereas locally owned branches may not have been as elegantly styled but made up for it with “know your first name” customer service. It even has an Apple Watch offering.

Banking 37

Banking Customer Service Retail Social Media 37

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. And they did.

Hospitality 159

Hospitality Books Customer Service Training Leadership 159