ShepHyken

DECEMBER 27, 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. This article has a few other ideas worth considering. But, what happens when the customers leave? Embrace them!

Customer Service 183

Customer Service Coaching Marketing Call Center 183

ShepHyken

JANUARY 17, 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. You need to read this article now!

Customer Service 169

Customer Service Journey mapping outsourcing Customer Experience 169

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 169

Customer Service Customer retention Engineering Self service 169

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 316

Customer Support Employee engagement Call Center Scripts 316

Help Scout

AUGUST 22, 2023

Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving. Read the full article

Customer Support 84

Customer Support Customer Service Feedback 84

ShepHyken

SEPTEMBER 23, 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. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Then read this article.

Journey mapping 252

Journey mapping Customer Service B2B Analytics 252

ShepHyken

JUNE 10, 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. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 280

Customer Service Surveys Customer Experience Feedback 280

ShepHyken

JANUARY 15, 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. 10 Ways to Boost Customer Satisfaction by G. Customers love it when you know and understand them.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? Seems like a lot to have weighing on your shoulders, right?

Customer Service 319

Customer Service Employee engagement Morale Feedback 319

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Why Your Customer Service Needs Online Training .

Customer Service 183

Customer Service Customer Support Marketing Metrics 183

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

Feedback 317

Feedback Customer Experience Surveys Construction 317

TeamSupport

APRIL 23, 2024

Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. This industry is full of complex machinery and detailed processes.

Customer Support 52

Customer Support Technology Analytics Feedback 52

ShepHyken

FEBRUARY 11, 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. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. Here are my top five picks from last week.

Chief Customer Officer 145

Chief Customer Officer Customer Service Feedback Customer Experience 145

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. Either way, this article is for you. A customer service manager’s main priority is to retain customers.

Customer Service 140

Customer Service Management Feedback Chatbots 140

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. If you said Amazon, you’re absolutely right!

Customer centricity 219

Customer centricity Chatbots Self service Feedback 219

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

ShepHyken

AUGUST 7, 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. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Customer Service 147

Customer Service Chatbots Customer Care B2B 147

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

Chatbots 191

Chatbots Customer Support Healthcare Scripts 191

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What is in my Customer Service “Oh Sh*t Kit” may be different than yours, and that’s great. And, we need to do it right! A recovery plan.

Customer Service 132

Customer Service Education Feedback Best practices 132

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Proactive service can lead to pleasant surprise and delight as it shows customers that the company values their time and business.

Customer Service 52

Customer Service Analytics Customer centricity Feedback 52

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 84

Customer Service Chatbots Analytics Big data 84

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 11) have zero channels for customer feedback.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. History lesson.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. Let’s look at the best practices of how to manage customer feedback. Customer: You guys are awesome!

Best practices 98

Best practices Feedback Management Surveys 98

ProProfs Blog

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. Lindsay is the Founder CEO of Customer Thermometer.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. Customer support is just like this.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

JustCall

OCTOBER 17, 2023

Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers.

Customer Support 52

Customer Support CRM Feedback Enterprise 52

Nicereply

MAY 31, 2023

Discover the 7 customer feedback tools for websites in 2023. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. Why Should You Use Customer Feedback Tools? Why Should You Use Customer Feedback Tools?

Feedback 64

Feedback Analytics Surveys Customer Support 64

CSM Magazine

MAY 29, 2023

One vital factor that significantly impacts the player experience is the effectiveness of customer support services. To provide a seamless and gratifying gaming journey, online casinos must implement strategies that increase player engagement with customer support.

Customer Support 52

Customer Support Multi-channel support Self service Feedback 52

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. But, in the meantime, what happens to customer service? Customer Service.

Customer Experience 272

Customer Experience Customer Service Chatbots Upselling 272

ProProfs Blog

JUNE 5, 2020

And given that acquiring new customers costs a company five times more than retaining existing ones, it’s worth thinking about the strategy for preventing customer churn, agree? What Is the Customer Churn? And while you believe you have excellent customer service , only 8% of your customers would agree.

Customer Service 136

Customer Service Chatbots Customer retention Feedback 136

CSM Magazine

JANUARY 22, 2024

Customer service is a crucial aspect of any business, as it can affect customer satisfaction, retention, and loyalty. However, providing high-quality customer service can be challenging, especially in the era of digital transformation, where customers expect fast, personalized, and seamless interactions across multiple channels.

SaaS 52

SaaS Customer Service Chatbots Virtual Agent 52

ProProfs Blog

JUNE 26, 2020

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. Learn the commonly used customer service and support lingo. But, where to start?

Customer Service 179

Customer Service APIs Customer Support Feedback 179

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206