ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I agree with the title.

Customer Service 171

Customer Service Contact Center Customer centricity Banking 171

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are 25 ideas to help you tune into, and better understand, your customers’ pain points.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to handle customer complaints? My Comment: Our customers have changed during the pandemic.

Customer Service 204

Customer Service Customer retention Marketing Sales 204

ShepHyken

MAY 18, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Loyalty Is Flat. That’s exactly what this article is about. by Rachel Lane.

Customer Service 237

Customer Service Customer retention Banking Customer Support 237

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens.

Customer Service 233

Customer Service Customer retention Customer centricity Education 233

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts.

Customer Service 170

Customer Service Customer retention Engineering Self service 170

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Increase Employee Retention With These 4 Tips by David Finkel. Here are my top five picks from last week.

Customer Service 216

Customer Service Chatbots B2C B2B 216

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Customer Experience Personalization 163

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Customer Service 156

Customer Service Call Center Customer retention Banking 156

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 131

Customer Service B2C B2B SaaS 131

ShepHyken

JULY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. by Niraj Ranjan.

Customer Service 155

Customer Service Self service Customer retention Surveys 155

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Likewise, negative experiences aren’t a guarantee that customers will leave. ” Okay, I’m intrigued!

Customer Service 234

Customer Service Chatbots Customer retention Marketing 234

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: It has been said that customer service is the new marketing. My Comment: Jeremy Watkin lives and breathes customer service.

Customer Service 226

Customer Service Best practices Customer retention Customer Support 226

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 221

Customer Service Customer retention B2C Contact Center 221

CCNG

JANUARY 11, 2023

With some of the frustration I’m hearing, you might assume that customer service is taking a hit – particularly when there are daily reports of inflation, an oncoming recession, and the need to cut costs constantly. These same companies found themselves having slow growth and customer service and customer retention issues.

Customer Service 195

Customer Service CCNG Education Self service 195

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. Here are my top five picks from last week.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. What is customer service productivity?

Customer Service 156

Customer Service Metrics Self service Customer retention 156

ShepHyken

OCTOBER 8, 2021

He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health. From afar, customer service seems like it should be simple. Just answer any questions your customers may have.

Best practices 339

Best practices Customer Service Morale Feedback 339

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 160

Customer Service Benchmark Customer Care Finance 160

CSM Magazine

MAY 9, 2024

Companies that look forward can quickly reach out to address customer worries and propose solutions right away making it more likely for them to hold onto their clientele. Enhancing Customer Support with AI Customer support is a critical touchpoint in the customer journey.

Customer retention 52

Customer retention Personalization Customer Experience Chatbots 52

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. He shares three foundational strategies to enhance your CX and improve customer retention. How much more?

Customer Service 56

Customer Service B2B Customer retention CRM 56

Global Response

AUGUST 7, 2023

There’s no business out there who doesn’t want to improve their customer retention and CLV. The secret weapon to improving customer retention and CLV? First, customer retention rates are always measured based on a specific timeframe, typically monthly, quarterly or annually. Your call center.

Customer retention 62

Customer retention Call Center Upselling Personalization 62

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past. When people feel cared for, they stick around.

Customer retention 52

Customer retention Finance Benchmark Banking 52

TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. The chatbot then delivers a resource to the customer to help them reset their password.

Customer Support 98

Customer Support Self service Chatbots Wait times 98

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. But how is this accomplished, exactly?

Customer Service 90

Customer Service Chatbots Analytics Big data 90

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. The key to dealing with the Matures is to up your personalization when providing customer support.

Customer Service 280

Customer Service Entertainment Marketing Customer Support 280

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I asked the salesperson how easy it is to get customer support. This article is about that – and more.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Take demographic data about customers into account. The renewal process has bugs.

Customer retention 89

Customer retention Sales Marketing Big data 89

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. The key to dealing with the Matures is to up your personalization when providing customer support.

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If not, this article could shed some light on why. My Comment: We are in the digital era of customer service.

Customer Service 34

Customer Service Customer retention Wait times Self service 34

ProProfs Blog

JUNE 5, 2020

The more customers leave, the less your business grows. With customer retention being the primary driver of companies’ revenue, churn lowers your profits by far. What Is the Customer Churn? It’s also known as customer attrition and is typically calculated over a pre-determined period.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

Global Response

FEBRUARY 19, 2023

“If you have any questions, please contact our customer support team.” Or is that customer success? Or customer service? Is there a difference between customer success vs. customer support? Is there a difference between customer success vs. customer support?

Customer Support 62

Customer Support Metrics outsourcing Accountability 62

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160