Guest Post: 10 Ways Consumer Insights Help Improve the Customer Experience

ShepHyken

She shares how businesses can utilize consumer insights to help improve customer service and experience. Consumer insights are key to understanding customer experience that enables marketers to direct and plan their product and marketing mix.

Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh?

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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.

Customer Care vs. Customer Satisfaction

Fonolo

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Why Fuss Over Customer Care?

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?

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. Each department depends upon and dovetails into the other to produce quality service or product.

Your Customer Service DNA

ShepHyken

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.

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.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.

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

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. And, you’ll take advantage of this moment to deliver a better service experience.

Best Customer Service and Experience Articles, Videos, & Podcasts

ShepHyken

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

5 Top Customer Service Articles for the Week of July 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. How to Set a Winning Service Level.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

ShepHyken

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020.

The Customer Care, Success, and Experience Continuum

Andrew Mcfarland

When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success

Guest Blog: How Texting Has Become An Essential Customer Service Tool

ShepHyken

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication.

3 Reasons to Take Millennials Customer Care Seriously

Russel Lolacher

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Millennials aren’t your enemy.

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Redundancy. Business Continuity.

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.

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.

Artificial Intelligence in Customer Care: What, Why, and How

Noble Systems

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center.

5 Top Customer Service Articles for the Week of December 10, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. My Comment: The title implies some of these customer service ideas are crazy.

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.

5 Top Customer Service Articles for the Week of September 11, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

7 Ways to Deliver Awesome Customer Service

C3Centricity

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. The customer is right and has a valid request.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. I tweeted , “Amazing customer service isn’t an over-the-top WOW level of service. Authenticity & caring goes a long way.”.

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. Are Chatbots Really an Ideal Solution for Customer Service?

Provide Social Customer Care Agents with Situation Guidelines

Contact Center Pipeline

Social Customer Care call center contact center social customer service training

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

ShepHyken

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. Each department depends upon and dovetails into the other to produce quality service or product.

AI for Customer Care Automation

CSM Magazine

Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Customer Service Articles

Guest Blog: Digitalizing Customer Service for 2018

ShepHyken

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It doesn’t take much to step in the right direction and begin improving the customer journey.

5 Top Customer Service Articles For the Week of October 31, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

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.

Five Ways to Disrupt Your Competition with Customer Service

ShepHyken

Doing something that is so noticeable that it pulls customers to you. Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. Call your customer.

5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

How Customer Care Leads To Customer Loyalty

Abby Connect Virtual Receptionists

Leadership & Management Team Culture Customer Service Small Business & EntrepreneursBuilding a recognized brand grows more competitive each year, making it even more challenging to stand out.

Convenience is King for Millennials in Customer Service

Aspect

As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?

A Simple Roadmap for Customer Care

Skybridge

Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged.