The Customer Service Experience Doesn’t Begin with the Greeting

ShepHyken

In the world of show business and live entertainment, every act has an “opening.”. You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question.

Customer Service in the Time of COVID-19

ShepHyken

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and?

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5 Top Customer Service Articles For the Week of December 14, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar.

The Benefits of Creating an Entertaining Customer Experience with Gamification

Playvox

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. Gamification has proven to be an effective strategy, which is why innovative companies have started to apply this not just for their customer service agents, but for their customers as well. Customer Experience

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

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? Hotel Guest Service: Being Capable Is Not Enough by Steve Curtin.

Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

Unlike their predecessors, who use the internet mainly to source information, the research found that 86 percent of Gen Z rely on the internet primarily for social media and entertainment, demonstrating a marked shift from “inform me” to “entertain me.” 41 percent of Gen Z needs to trust that people online are who they say they are and reviews come from real customers who purchased the product and aren’t incentivized. Customer Service News

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service.

Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. According to research conducted by New Voice Media, US-based businesses lose up to $62 billion yearly from having bad customer service.

5 Top Customer Service Articles of the Week 7-12-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Does a Customer Seek Customer Experience?

5 Top Customer Service Articles For the Week of January 20, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? The principle behind this is that companies create loyal customers by reducing customer effort.

5 Top Customer Service Articles of the Week 5-3-2021

Hyken

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc.,

5 Top Customer Service Articles For the Week of May 28, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience.

4 Essential Tips for Customer Service in the Medical Industry

CSM Magazine

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. Despite this, you must never treat your patients as pure customers. Some people are simply not meant for customer service.

AI Customer Service: Today’s Most Transformative Technologies

TechSee

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5

The Secret About Goal-Setting for Customer Service

CSM Magazine

Are you ready to improve your goal setting for customer service? We all want more customers, right? You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets. Convert Customers.

How Chatbots are Transforming Customer Service with AI

REVE Chat Blog

Artificial Intelligence (AI) has been a driving force across different business functions, be it customer service, sales or marketing. With businesses adopting chatbot technology, customers are also willing to be helped by virtual assistants. Deliver instant customer support.

Incredible Lessons About Customer Service from Movie Clips

Fonolo

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! .

Effective Customer Service Strategies from the World’s Biggest Brands

Fonolo

The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age. But, since the cost of acquiring a customer can be steep, it is in a company’s best interest to create a happy consumer with a high customer lifetime value (CLV).

5 Top Customer Service Articles of the Week 5-2-2021

Hyken

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc.,

5 Top Customer Service Articles For the Week of February 3, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Loyal customers buy more often, spend more and will even talk about you to their colleagues and friends.

App Downloads Showcase the Requirement to Continue Delivering Great Customer Service

CSM Magazine

The need for customer service increases exponentially with the rise of more and more apps affecting how society interacts. With some of these app’s features, customers can contact businesses directly through their mobile devices. Can Apps Improve Customer Service Relationships?

What Millennials Expect from Online Customer Service

Return Customer

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. Customer Service guest post

Taking Customer Service From Good to Great!

CSM Magazine

Customer experience trainer Bryan Horn reflects on how customer service standards have fallen and offers some ways to take customer service from good to great. Most consumers will get service that is, technically speaking, mediocre. The service was mediocre.

5 Ways to Empower Teams to Deliver Great Customer Service

Kayako

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. He was right, of course, and Virgin is a shining example of a brand that has successfully differentiated its offering based on customer experience. Often front-line teams have an excellent pulse on the customer’s wants and needs.

Customer Service in the Video Gaming Industry

24-7 InTouch

With a huge influx of people across the globe staying at home more, new gamers have taken up the activity as a source of entertainment to fill their time. . With sales in this market projected to soar again in 2021, the need for quality customer service has also increased. .

Customer Service Challenges in the Online Gaming Industry

CSM Magazine

Keeping customers happy and helping them with problems is something that organizations in every industry have to contend with. With that in mind, here are just a few of the customer service challenges that exist in the online gaming market, and what companies are doing to address them.

5 Free Ways to Help Your Employees Improve Their Customer Service Skills

CSM Magazine

Excellent customer service is one of the most fundamental aspects of any business that interacts with the public. Many managers get sucked into thinking that improving customer service skills is an expensive endeavor. Customer Service Articles

Tips for Managing a Remote Customer Service Team

ProProfs Chat

What makes managing a remote customer service team so daunting? Takeaway: If a remote employee is calling you after work hours, entertain the call. Using Cloud-Based Ticketing Software for Delivering Exceptional Customer Experiences. Customer Support

3 Steps to Sustainable Customer Service Performance

CSM Magazine

Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis. However, it can also be applied to various activities of business including customer service. Clearly most businesses desire to and usually plan to provide great customer service on a long-term basis. In other words, their customer service is not sustainable.

5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Consumers seek on-demand customer service as they shop both online and offline. Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis.

Set a customer service culture with three steps to welcome

Vonage

A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. The entertainer wants time to browse before she is approached, and feels “hurried” if someone comes too close, too soon.

6 Key Trends Shaping Social Customer Service

VocalCom

As social media use continues to grow, customers demand greater brand engagement on these channels. Sprout Social notes that 73% of social media users follow a brand because they are interested in its products or services. When planning your customer service strategy on social channels, consider these six current trends. As mobile use also continues to grow, video is fast becoming an ideal way to engage with customers.

5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. That means the loud and complaining customer may get more attention than one who quietly and politely complaints.

The Customer Service Advice We’re Thankful For

Customer Service Life

The first had a customer service slant to it: “What’s one bit of customer service advice you’ve received over the course of your life/career that you’re incredibly thankful for? Customer service advice we’re thankful for. For those of us that have worked in customer service or with people in general for any amount of time, I think it’s safe to say that there are days where it’s difficult to find something to be thankful for.

Can IoT and Smart Speakers Be Used for Customer Service?

Sykes

Entertainment is by far the primary use. Helping Customers Where They Are. This creates a number of options for brands that want their customers to be able to easily use tools such as smart speakers. The post Can IoT and Smart Speakers Be Used for Customer Service?

Lessons From The Overlook: Customer Service vs Customer Experience

Toister Performance Solutions

This story helps differentiate between customer service and customer experience, and highlights why you need to understand both. We disagree with their count, but serving customers is a perception game. Here's how customer service and customer experience both played a role in this situation. Definitions Let's start with defining the terms customer service and customer experience. But customer experience is really much broader.

Meet the Science Superstars of Customer Service!

CSM Magazine

Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center. They are always looking for new ways to “wow” the customer. The staff is always so customer service friendly and accommodating to the guests. They are definitely customer service specialists, and they enjoy making visitors happy.

Do You Really Provide Great Customer Service?

CSM Magazine

Are you treating customer service as an add-on to your business? If you are, you will never provide really great service. And then, if you are really into customer service, you might add, “ and we provide great customer service.”. Customer service is rarely the first thing mentioned. That makes customer service an addition, an add-on, an addendum to the business. Customer service is not an add-on to your business.

Become a Consumer Customer Service Expert !

Teresa Allen

Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Here are 5 ways to become a customer service expert consumer: 1. You will often get more immediate service using these channels than through an 800 number or a customer service counter.

Customer Service That Gives Food For Thought

CSM Magazine

If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated and exceeding expectations, how you make the customer feel is a priority up there with the preparation and taste of the food. Are you creating those memories for your customers? Customer Service Articles