ShepHyken

FEBRUARY 5, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? How can companies effectively track and utilize customer data to drive loyalty?

Enterprise 212

Enterprise Personalization Sales Customer Experience 212

ShepHyken

JANUARY 8, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks?

Customer Support 201

Customer Support Technology Customer Service Customer Experience 201

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

DECEMBER 4, 2023

Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.

Personalization 254

Personalization Customer Service 254

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

Customer Service 235

Customer Service Customer Experience 235

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Coaching 352

Coaching Customer Service Customer Experience 352

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 217

Customer Experience B2C Government B2B 217

ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.

Benchmark 201

Benchmark Customer centricity Marketing Technology 201

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT).

Customer Service 171

Customer Service Morale Surveys Consulting 171

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C.

Customer centricity 330

Customer centricity B2C Feedback Upselling 330

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple.

Customer Service 207

Customer Service Customer Support Management Customer Experience 207

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. However, only 30% of leaders feel that way. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

ShepHyken

AUGUST 16, 2023

The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

JULY 28, 2023

This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust. It is founded on a simple idea: when we are unsure what to do in a given situation, we look for clues in other people’s choices and—in many cases—will copy them.

voip 156

voip Marketing SaaS Personalization 156

ShepHyken

JULY 10, 2023

Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.

Sales 120

Sales Customer Support Customer Experience Management 120

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience. In an ever-evolving marketplace, traditional loyalty programs are facing increasing challenges in capturing and retaining customer attention.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

MAY 1, 2023

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.

Coaching 161

Coaching Customer Service Feedback Sales 161

ShepHyken

APRIL 17, 2023

Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.

Healthcare 156

Healthcare Customer Service Education Customer Experience 156

ShepHyken

MARCH 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates.

Customer Service 32

Customer Service Contact Center Call Center Customer Experience 32

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top.

Customer Experience 167

Customer Experience Surveys Customer retention Customer Service 167

ShepHyken

FEBRUARY 20, 2023

Top Takeaways: Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas. Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.

Personalization 161

Personalization Customer Experience B2C B2B 161

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

Customer Service 346

Customer Service Customer Experience 346

ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Predictions for 2023 by Dan Gingiss. (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 32

Customer Service Consulting Consulting Customer Experience 32

ShepHyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 161

Complaint resolution Consulting Consulting Feedback 161

ShepHyken

DECEMBER 16, 2022

This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. The concept of ‘quiet quitting’ has become a popular term within the working world.

Contact Center 167

Contact Center Banking Education Accountability 167

ShepHyken

DECEMBER 14, 2022

You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.

Coaching 184

Coaching Customer Service Personalization Management 184

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other.

B2B 167

B2B Customer Support Best practices Coaching 167

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right. He truly felt like he was going to die. . Doubled over in pain, he limped through the waiting room to the registration desk and begged to see a doctor.

Coaching 201

Coaching Customer Service Personalization Management 201

ShepHyken

NOVEMBER 9, 2022

Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer?

Customer Service 173

Customer Service Customer Support Customer Experience 173

ShepHyken

OCTOBER 1, 2022

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. One of the most overlooked struggles for any business’s customer experience is getting every team on the same page. . I saw this at my startup JustReachOut.

Sales 167

Sales Marketing Customer Service Upselling 167

ShepHyken

SEPTEMBER 29, 2022

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and

Feedback 313

Feedback Customer Service Customer Experience 313

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. (CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answe

Customer Service 167

Customer Service Journey mapping Surveys Customer Experience 167

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run.

Customer Experience 173

Customer Experience Self service Advertising Chatbots 173

ShepHyken

AUGUST 10, 2022

We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. . I listened to the prompts. I was at number four, thinking this one might be it, but I wasn’t 100% sure, so I kept listening.

Self service 167

Self service Customer Support Customer Service Technology 167