The Key To An Unforgettable Customer Service Experience
Welcome to modern-day customer service 43% of customers would rather clean a toilet than call customer support.| Forbes
The average customer will give a company 2.2 chances before walking. Furthermore, 27% of customers say they are either not likely (19%) or will never (8%) return, even if satisfied.| Shep Hyken Blog
Most of us learned the Golden Rule at a young age: “Do unto others as you would have them do unto you.” This is a perfect rule for business, and specifically customer service and CX.| Shep Hyken Blog
Whether it be a natural disaster or a local issue tied to causes like homelessness, education or community development, many customers want their spending to align with their values.| Shep Hyken Blog
There are incredible opportunities made possible by AI. Here's why workers should stay optimistic even as machines take on more diverse tasks once performed by humans.| Shep Hyken Blog
Some studies claim customer service is worse than ever. Regardless, more companies than ever are investing in improving CX. Some nail it, but even with an investment, some still struggle.| Shep Hyken Blog
For those in leadership who still view customer support as a cost center, think again. The people on the front line are the extension of your sales and marketing departments.| Shep Hyken Blog
Discover how to break free from the Better Sameness Dilemma by reimagining customer touchpoints and creating experiences that truly differentiate your brand from the competition.| Shep Hyken Blog
A recent research report about Smartphone addiction finds that the average person checks their phone 80 times a day, which is approximately every 12 minutes.| Shep Hyken Blog
The term exponential customer may not be familiar to everyone. I was reminded of the term when preparing to be interviewed for a podcast hosted by NiCE.| Shep Hyken Blog
With this valuable information, any company in any industry can learn from the investment Verizon is making in customer experience (CX).| Shep Hyken Blog
Understanding and adapting to cultural differences isn’t just good customer service. It’s smart business in general.| Shep Hyken Blog
American Airlines recently announced the formation of its Customer Experience Advisory Board, led by AA’s chief customer officer, Heather Garboden. CX is now in the C-suite.| Shep Hyken Blog
The strategy for becoming the most loved business in the community isn’t just a feel-good or ego-driven approach to name recognition. It’s smart business.| Shep Hyken Blog
A customer-focused organization requires a leader who understands the importance of customer experience and the importance of employee experience.| Shep Hyken Blog
Welcome to modern-day customer service 43% of customers would rather clean a toilet than call customer support.| Forbes
It’s often said that success – and even life – is about the journey, not the destination, and according to a recent study, it looks like the same thing is true in the customer service experience. Zendesk wanted to quantify the long-term impact of the customer service experience on business results, [...]| Forbes
As powerful as creating a community is, don’t be lured into thinking you have a captive audience to which you can sell. That’s abusing the privilege and could be an insult to your customers.| Forbes
81% of customers prefer companies that offer a personalized experience. They also want the experience to include the platforms where they prefer to do business.| Forbes
Eighty-four percent of MasterCard’s customers are delighted with their experience. “We still have a ways to go,” admits Gruner. He shared three things MasterCard is doing to drive that improvement.| Forbes
Eighty-six percent of customers surveyed said that if there was an emotional connection with a customer service agent, they would be willing to continue to do business. However, only 30 percent felt the companies they had interacted during the past year had made that connection.| Forbes
We interviewed more than 1,000 consumers in our 2020 Achieving Customer Amazement Study and asked about their willingness to switch brands or companies for better customer service. The response was a resounding “yes” to switching, in that 96% of customers will leave you for bad service.| Forbes
Making your customers wait sends the message that you don’t respect them or their time.| Forbes
Think about a hotel you’ve stayed at before that welcomes you back and remembers that you liked a certain type of pillow, a specific newspaper and a corner room. The experience is becoming more and more common, and this type of service is crossing over into many other industries, especially retail.| Forbes
You may have heard customer service and marketing experts say people will pay more for good service.| Forbes
Your company’s customer service can make or break you. Of almost 1,000 consumers polled, 92% say they would stop purchasing from a company after three or fewer poor customer service experiences. Twenty-six percent of those would stop after just one bad experience.| Forbes
