Social Customer Care Cannot Be Ignored

ShepHyken

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

A Pop Culture Guide to Customer Care Training

The Center for Client Retention

Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.

Trending Sources

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer CareCustomer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

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Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Service Social Media Brad Cleveland customer experienceLet me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care. Why is social customer care important?

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.

Takeaways from Cisco's Customer Care Analyst Event

Jon Arnold

Last week, I was in Montreal for this event, and wearing my UC Expert hat , I wrote up my thoughts for UCStrategies. The post is running now on the portal , and I hope you find it a good read. As always, sharing and comments are welcome. Contact Center Collaboration Cloud Communications

Customer Care for the Digital Generation - Guest Post for Upstream Works

Jon Arnold

As I normally do with direct clients, my analysis isn't about their offerings; rather, my focus is on industry trends that impact their served market, which in this is case is cloud-based customer care. I've been exploring thought leadership themes with Toronto-based Upstream Works Software recently, and my first guest post has been published now on their blog portal.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Social Customer Service… Then and Now

Contact Center Pipeline

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience

Maybe the Best Customer Service Line Ever

ShepHyken

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

Social Media Presence vs. Social Media Customer Care

Brad Cleveland

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. … Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Social Media customer access strategy

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

Amazing Business Radio: Matt Wilbanks

ShepHyken

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Social care isn’t a fad. What is social care and why is it important?

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. But just about every contact center is looking for a way to give their customers a greater degree of connection and a personal touch.

Customer Service Tip: The Power of Observation

ShepHyken

Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Amazing Business Radio: Doug Sandler

ShepHyken

Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!

Social Customer Service: Advice from the Experts on How to Move Forward

Contact Center Pipeline

But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […]. Social Customer Care call center contact center social customer care

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. My Comment: Here is some interesting info on customer support.

The Fish Is So Fresh It Hasn’t Even Thawed Out

ShepHyken

There are certain questions that customers often ask. Come up with the top three questions your customers ask your employees. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Four Reasons Why Remembering Your Customers Is Important

ShepHyken

She said that it was compliments of Tomas, the gentleman who took care of us the last time we were in for breakfast. That’s why I’ve been a customer of theirs since they opened their stores in St. Remembering your customers is huge. It makes your customers feel special.

Importance of the Contact Center on Full Display for Hurricane Relief

Aspect

When it comes to the role of the contact center, we know that it’s all about creating a stellar customer experience. Only one of the organizations mentioned above is an Aspect customer.

The Best Available Room

ShepHyken

Don’t make a statement to a customer you can’t deliver on. In business, we should be careful of the superlatives we use. So, be careful how you phrase your promises. You may get the customer once, but they may not come back when they realize you didn’t keep your promise.

Amazing Business Radio: Matt Peterson

ShepHyken

Top Takeaways: Measure your customer satisfaction. Don’t automate customer care. Communicate the way your customers want to communicate. Customers should be able to communicate with you however is most convenient and comfortable.

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The Score: Good Customer Service 1 Technology 0

Aspect

Don’t you hate it when you have an urgent customer service matter that requires live assistance? As customers, we should never refuse VIP treatment, right? The post The Score: Good Customer Service 1 Technology 0 appeared first on Aspect Blogs.

The 25 Dollar Mistake

ShepHyken

The previous year we had stayed at a hotel that did a magnificent job of taking care of us. The hotel violated several rules of customer service. And, with all they were charging, they “nickel and dimed” their customer.

Pay Attention! Don’t Just Go Through the Motions!

ShepHyken

They recognize that their customers are unique individuals and do their best to give them the unique experience they deserve. One way to avoid the “just going through the motions” syndrome is to individualize each interaction you have with a customer.

Complimentary Should Mean Free

ShepHyken

My friend will go back, and I’m sure the owner of the restaurant will go overboard to take care of him. Depending on the ones you read, up to 96% of customers who have a complaint, don’t make the complaint. My buddy went to dinner with his wife to celebrate their anniversary.

Don’t Just Fix the Problem. Fix the Customer

ShepHyken

Customer Service Training. There is an old customer service saying that has to do with whenever someone disagrees with a customer: You’re not trying to win an argument. You’re trying to win a customer. You really can’t win an argument with a customer.

Why Must I Repeat Myself Again and Again?

ShepHyken

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis.

We’re Not Happy Until You’re Not Happy

ShepHyken

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. First, you have to know that customer’s expectations are higher than ever. Unfortunately, businesses can let their customers down.

Three Ways to Create Confidence with Your Customers

ShepHyken

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

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Guest Blog: How to Hire Live Chat Agents Who Delight Your Customers

ShepHyken

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Previous Customer Support Experience.

Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Inform customers that you have received their request.

Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service

ShepHyken

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. They know customers want fast, accurate information as soon as they need it. They use data from what the customer is saying to personalize the interaction.