Fonolo
FEBRUARY 6, 2019
Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! I would say it’s on the “wonkish” side as far as metrics go. Coverage is never 100%.
Shep Hyken
OCTOBER 12, 2022
We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .
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Shep Hyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. She created an experience for her customer. Here’s the short version.
Shep Hyken
JULY 21, 2021
Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE Okay, here goes.
Shep Hyken
JANUARY 4, 2023
Happy New Year! And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay. . We have an exciting year ahead of us.
Shep Hyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.
Shep Hyken
APRIL 6, 2022
“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”
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