ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Customer Service 292

Customer Service Customer retention Self service Sales 292

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Customer Service Inspiration from my Bookshelf by Jeremy Watkin.

Customer Service 232

Customer Service Customer retention Call Center Metrics 232

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

ShepHyken

JANUARY 20, 2025

Its more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. Trust becomes the primary way to stand out in a world where many products and services seem similar. The function of a business is more than just making money.

Customer retention 190

Customer retention Sales Marketing Customer Service 190

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 223

Customer Service Customer retention Marketing Sales 223

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 228

Customer Service Customer retention B2C Contact Center 228

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 220

Customer Service B2B Customer retention B2C 220

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. My Comment: It has been said that customer service is the new marketing. If that is the case, then social media customer service (also known as “social care”) falls into that category. Here’s a statistic you won’t believe.

Customer Service 236

Customer Service Best practices Customer retention Customer Support 236

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Customer Service 200

Customer Service Customer retention Metrics Advertising 200

Outsource Consultants

FEBRUARY 25, 2025

Ecommerce is booming, but 96% of customers say customer service impacts brand loyalty. At Outsource Consultants, we’ve seen ecommerce call center services significantly boost revenue and customer satisfaction. They enhance customer experiences, streamline operations, and boost sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Interaction Metrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

ShepHyken

FEBRUARY 3, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What Disney customer experience principles can be applied to enhance customer service in other industries? How can businesses create an emotional connection with customers?

Marketing 208

Marketing Customer Experience Sales Customer Service 208

Hodusoft

APRIL 24, 2025

Insurance Customer Retention with Contact Center Software For contemporary insurance companies, acquiring more policyholders is not good enough. In such a scenario, customer retention (or retention of policyholders, if you will) is the only recourse. Why Customer Retention is Critical in Insurance?

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Education 340

Education Personalization Customer retention Sales 340

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. Here are my top five picks from last week. Wait until you see what’s coming soon.

Customer Service 223

Customer Service B2C Customer retention B2B 223

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Customer Service 208

Customer Service Upselling Sales Customer retention 208

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

MARCH 10, 2025

SmartBear Customer Care team and Solutions Architect Joe Joyce earn global honors for customer service and support. SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service.

Sales 52

Sales Customer Service APIs Engineering 52

The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper. The financial implication of customer churn is staggering, with little end in sight, if unaddressed.

Customer retention 40

Customer retention Feedback B2C Metrics 40

Help Scout

MAY 12, 2021

Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Customer retention 117

Customer retention Finance Customer effort Analytics 117

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. What is customer retention?

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ShepHyken

FEBRUARY 5, 2019

Growing Customer Service Alongside Your Company. They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 232

Customer retention Surveys Sales Customer Service 232

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. Why Invest in Customer Service?

Customer Service 52

Customer Service Government Customer retention Banking 52

ProProfs Blog

DECEMBER 24, 2019

What makes live chat scripts so important for sales and customer service? To realize all the benefits of live chat scripts, you need to understand the importance of chat etiquette for your customers’ experience and satisfaction. Useful Customer Service Scripts Templates And Examples. General Greeting.

Scripts 133

Scripts Sales Customer Service Accountability 133

ShepHyken

JANUARY 31, 2020

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.

Customer Service 223

Customer Service Entertainment Marketing Customer Support 223

TeleDirect

JANUARY 7, 2025

24/7/365 Secure Call Center Service: A Game-Changer for Modern Businesses In todays competitive and fast-paced world, customers expect businesses to be available 24/7/365 regardless of time zones, holidays, or emergencies. Customer Expectations for Always-On Availability In todays digital age, customers expect instant responses.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

TeleDirect

DECEMBER 25, 2024

This blog explores how 24/7 call centers can transform your customer experience, their benefits, and how to implement them effectively. A 24/7 call center is a customer service center that operates 24 hours a day, 7 days a week, 365 days a year. Offer real-time assistance during global sales events. The result?

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. Total Retail) The holiday season guarantees a seasonal spike in customer support tickets, resulting in a 42 percent increase. Follow on Twitter: @Hyken.

Customer Service 236

Customer Service Chatbots B2C B2B 236

ShepHyken

JANUARY 31, 2020

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.

Customer Service 206

Customer Service Entertainment Marketing Customer Support 206

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer retention 106

Customer retention Upselling CRM SaaS 106

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 186

Customer Service Self service Personalization Customer retention 186

ShepHyken

APRIL 5, 2019

When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. In the age of customer experience, chatbots could be a powerful new way for businesses to differentiate themselves and capture the attention of their target market. From Customer Service to Customer Experience.

Chatbots 304

Chatbots Customer Experience Cloud contact Contact Center 304

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. In other words, does the customer come back?

Customer Service 36

Customer Service Surveys Chatbots Self service 36