ShepHyken

SEPTEMBER 25, 2023

Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Positive experiences in one industry can shape customer expectations in others.

Benchmark 205

Benchmark Customer centricity Marketing Technology 205

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. Marketers and loyalty professionals need to figure out a way to create innovative and engaging loyalty programs that are flexible enough to adapt to current and future market challenges. Loyalty and self-service round out the four.

Customer Service 175

Customer Service Advertising B2C Big data 175

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. However, will that always be the case?

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. If we don’t have a product or service that meets a customer’s needs, we will go out of business. And when you combine it with meeting the customer’s service needs and expectations, you go to another level.

Government 194

Government Customer Service B2B B2C 194

Beyond Philosophy

APRIL 11, 2024

Next, it’s interesting that Boehme thinks that many organizations struggle to understand how customers want to improve their lives and to translate these insights into an effective product, marketing, and sales strategy. As Boehme says, a job to be done is the customer’s expected outcome of buying or using a product or service.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth. The Majority of Companies Have a CX Team. This change is significant.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. Here are my top five picks from last week.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

Beyond Philosophy

JUNE 17, 2023

We host author Vanessa Patrick, Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, to talk about this right way to say no based on her book, “ The Power of Saying No: The New Science of How to Say No to take Charge of Your Life. ” 16:01.

Marketing 195

Marketing Personalization Customer Experience 195

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. Connect with Shep on LinkedIn.

Customer Service 302

Customer Service Advertising Sales Marketing 302

Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. When they see something they want to improve, they need to do something about it.

Technology 221

Technology Marketing Self service Customer Experience 221

ShepHyken

AUGUST 31, 2023

When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. Enhanced customer satisfaction Stockouts, inaccurate forecasting, delays, silos, poor customer service: all of the weaknesses within your customer journey threaten to ruin experiences. But don’t worry.

Journey mapping 321

Journey mapping Upselling CRM Feedback 321

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service.

Customer Experience 340

Customer Experience Customer Service B2C Self service 340

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Is It Time for You to Try Messy Marketing? My Comment: There is a very close connection between customer experience and marketing. Some have said (including myself) that customer experience is marketing.

Customer Service 162

Customer Service Marketing Customer retention Customer Experience 162

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom.

Big data 407

Big data Marketing Personalization Customer Service 407

Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . Professor of Marketing at Rutgers Business School, joined us to talk a bit about the magic of luck, one of her research areas. Durante decided to research why. . It feels like magic.

Marketing 243

Marketing Consulting Consulting Surveys 243

Beyond Philosophy

MARCH 21, 2024

I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research. The Service Recovery Paradox comes into play here, too. The Service Recovery Paradox occurs when a service failure improves customer relationships.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

FEBRUARY 20, 2024

Why is paying attention to market and competition crucial for businesses? How can companies design experiences to enhance customer retention and acquisition? If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. is President of ISG Research.

Customer retention 194

Customer retention Analytics Customer Experience Customer Service 194

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. At your service’ – Differentiating the experience through amazing customer service. ‘On

B2B 357

B2B Consulting Consulting Marketing 357

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

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 166

Customer Service Self service Personalization Marketing 166

ShepHyken

NOVEMBER 23, 2021

Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. UPS commissioned research to find out what really matters to both small to medium business owners and their customers. ” About: Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

Advertising 319

Advertising Marketing Surveys Sales 319

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ?

Marketing 145

Marketing Surveys Feedback Education 145

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. How Do We Conduct Consumer Research? Most likely no. Mission Statement.

Marketing 255

Marketing Customer Service Consulting Consulting 255

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Contact Center Pipeline

JANUARY 12, 2023

I started off as an agent at an Answering Service in high school and market research […]. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX and EX.

Contact Center 130

Contact Center Answering services Marketing Customer Experience 130

DMG Consulting

MARCH 27, 2024

The pace of innovation in the WFM market is rapid and picking up momentum as this IT sector’s size and opportunity grows. Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. Stay Ahead With Market Research Regular market research is vital. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

CSM Magazine

APRIL 11, 2024

Here are some critical steps to consider: Market Trends : Understand the current trends in the real estate market to gauge pricing and demand. Property History : Research the property’s history, including previous sales, renovations, and potential issues. Identify Deal Breakers: Know what terms are non-negotiable for you.

Real estate 52

Real estate Transportation Marketing Engineering 52

PeopleMetrics

JULY 17, 2018

As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market research provides answers to a specific question and provides those answers in the aggregate. Market Research vs. VoC. In fact, customers who provide feedback for market research are anonymous.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

TechSee

MAY 20, 2020

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

CRM 207

CRM Customer Service Enterprise Contact Center 207

Lumoa

APRIL 28, 2024

Sales through Word-of-mouth Marketing : People are 90% more likely to trust and buy from a brand recommended by a friend. Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. times more likely to stick with a brand when their problems are solved quickly.

Feedback 83

Feedback Consulting Consulting Enterprise 83