ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken.

Marketing 490

Marketing Advertising Big data Personalization 490

Cisco - Contact Center

MARCH 12, 2024

Think of how much digital channels and the contact center have evolved. Those who experienced “then” and “now” first-hand in the Insurance Claim business might be even more amazed at the profoundly po… Read more on Cisco Blogs

Contact Center 98

Contact Center Customer Experience 98

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 288

Chatbots Customer Experience Marketing Customer Support 288

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 259

Customer Experience Government Coaching Customer retention 259

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 290

Chatbots Customer Experience Cloud contact Contact Center 290

Zappix

FEBRUARY 20, 2024

In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 319

Healthcare Advertising Education Technology 319

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. OTHER COMPANIES DELIVERING WOW MOMENTS: Trader Joe’s is another great example of a company dedicated to delighting customers.

B2C 271

B2C B2B Customer centricity Employee engagement 271

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Customer Experience 86

Customer Experience CRM Chatbots Sales 86

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Technology 217

Technology Marketing Metrics Surveys 217

Peter Lavers

JANUARY 15, 2020

Peter Lavers has been named as a top blogger in the realm of Customer Service. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Customer Service 130

Customer Service Customer centricity Customer Experience CRM 130

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. Really, all these definitions are correct because digital encompasses a huge avenue of things.

Customer Experience 119

Customer Experience Technology B2B Feedback 119

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience.

Analytics 316

Analytics B2B Technology Enterprise 316

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Customer Service. Email and Phone Support. Product Listing Audits.

CRM 239

CRM Enterprise Benchmark outsourcing 239

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

USAN

JANUARY 7, 2022

At the start of the pandemic, digital transformations took on a new sense of urgency. Organizations had to either become digital-first overnight or face the consequences. As a result, nearly every industry digitized their efforts as varied as supply chains, employee training, and customer interactions.

Customer Experience 59

Customer Experience Journey mapping contact center solutions Chatbots 59

Hello Customer

APRIL 9, 2020

How can companies make the human connection part of their customer experience? Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. Inevitably, this digital transition has an effect on how customers perceive experiences with a company as well.

Best practices 98

Best practices Customer Experience Feedback Morale 98

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 205

Enterprise Feedback Personalization Sales 205

REVE Chat Blog

FEBRUARY 12, 2020

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . Banks functioning digitally have witnessed reduced costs and streamlined processes.

Banking 76

Banking Customer Experience Chatbots Big data 76

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Abandon rate 239

Abandon rate Journey mapping Average Handle Time Customer centricity 239

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. Reviews Help Customers Find You.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Many have turned to digital channels in an attempt to find a solution, but have discovered to their cost that automation alone doesn’t hold the answers.

Contact Center 206

Contact Center Employee engagement Technology Metrics 206

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. When a customer gets in touch, the bot replies instantly. Shep Hyken.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 236

Feedback Surveys Technical Support Personalization 236

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. We live in a digital world. Approaches to customer service are continually shifting to keep up with how people adopt new technology.

Customer Service 211

Customer Service Self service Personalization Technology 211

Natalie Petouhof

DECEMBER 9, 2022

Welcome to the DCX podcast, where I interview leaders in the customer experience base about how digital is changing the landscape and how you can leverage these changes for success in your business. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

Customer Experience 52

Customer Experience Construction Customer centricity Technology 52

ShepHyken

AUGUST 16, 2019

Communicating clearly and effectively is key when working with customers. Clarity will help your team minimize confusion and assist customers fast and more successfully. This game mirrors what working in a digital environment is like where people aren’t always around to discuss each step of a process. Crazy Comic.

Personalization 219

Personalization Customer Service Marketing Sales 219

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 223

Government Technology Benchmark call center software 223

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Segmenting Customers. Choosing Channels.

Analytics 168

Analytics Upselling Banking CRM 168

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 238

Customer Service Scripts Customer Experience Personalization 238

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right?

Customer Experience 200

Customer Experience Advertising Engineering Sales 200