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 232

Customer Service Customer retention B2C Contact Center 232

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 231

Customer Service Customer retention Marketing Sales 231

ShepHyken

MAY 13, 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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Here are my top five picks from last week.

Customer Service 207

Customer Service Customer retention Metrics Advertising 207

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. Should chat-bots replace humans for customer support? Of course, customer service is part of the CX.

Customer Service 255

Customer Service Chatbots Customer retention Marketing 255

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. My Comment: Twitter has become an important customer service channel.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

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. Follow on Twitter: @Hyken.

Customer Service 243

Customer Service Chatbots B2C B2B 243

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. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 37

Customer Service Customer retention Wait times Self service 37

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. Do not confuse the two.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

FEBRUARY 12, 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. If you don’t understand how they think about purchases and support, it’s time to learn. Here are my top five picks from last week.

Customer Service 191

Customer Service Self service Personalization Customer retention 191

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. I’m often asked to define customer centricity. My Comment: If you’re interested in loyalty programs, this article is excellent.

Customer Service 191

Customer Service Contact Center Customer centricity Banking 191

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. My Comment: Is customer service broken?

Customer Service 161

Customer Service Self service Customer retention Surveys 161

ShepHyken

FEBRUARY 25, 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. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 178

Customer Service Customer advocacy Average Handle Time Customer centricity 178

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. Testimonials and customer reviews are powerful.

Customer Service 185

Customer Service Customer retention Self service Engineering 185

ShepHyken

NOVEMBER 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. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing. It’s what you do.

Customer Service 194

Customer Service Morale Customer retention Marketing 194

ShepHyken

DECEMBER 10, 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 start this Top Five roundup with a list of questions on customer retention. It’s an asset.

Customer Service 178

Customer Service Customer retention Advertising Contact Center 178

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. It was so easy.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

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 172

Customer Service Benchmark Customer Care Finance 172

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

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. Don’t succumb to the “fatal flaws” covered in this article.

Customer Service 171

Customer Service Self service Customer Experience Personalization 171

ShepHyken

OCTOBER 31, 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. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. You don’t want to scare your customers away.

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 280

Customer Support Customer retention Customer Experience Management 280

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. Today it’s expected.

Customer Service 142

Customer Service B2C B2B SaaS 142

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

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 312

Benchmark Customer retention Feedback Consulting 312

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

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 303

Customer Experience Feedback Customer centricity Customer retention 303

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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 120

Customer Service Call Center Customer retention Banking 120

ShepHyken

OCTOBER 8, 2021

Every time a customer reaches out to your team with a question or concern it’s an opportunity for you to build trust in your company, improve customer satisfaction, and possibly even prevent customer churn. . That’s why it’s critical reaching your customer support team is easy and accessible.

Best practices 366

Best practices Customer Service Morale Feedback 366

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 92

Customer retention Sales Marketing Big data 92

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. Conclusion.

Customer Service 227

Customer Service Entertainment Marketing Customer Support 227

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 109

Customer Support Customer advocacy Construction Enterprise 109

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

CRM 197

CRM Sales Feedback Customer Support 197

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 198

Customer Support Customer retention Customer Experience Management 198

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 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. Conclusion.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

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