ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. I loved one of his first topics: AI is not the end of call centers.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #2: The Latest on Vaccine Passports and Other Pandemic Opportunities.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight.

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 146

Customer Service Advertising Chatbots Self service 146

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. Your CX team must have skills to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 !

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

Beyond Philosophy

NOVEMBER 5, 2022

As champions of Customer Experience, we don’t need to tell you how crucial it is to get people to change. Chance shares with us why she wrote the book, some constructive criticism for the Customer Experience movement, suggestions for a winning strategy, and step-by-step instructions for how to gain support for your ideas.

Construction 221

Construction Consulting Consulting Customer Experience 221

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. This year, Jeremy says that the biggest overarching trend he’s seen is focus on the employee experience and how we treat agents and other staff members who have shifted to remote work. Explore Contact Center Trends for 2021.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Think about that!

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

Call Center Weekly

APRIL 15, 2019

TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I’M WRITING THIS ARTICLE FOR TWO REASONS: 1. CX is not a fad. Q: WHY IS GENDER EQUALITY IMPORTANT?

Customer Experience 127

Customer Experience Employee engagement B2C Education 127

Nicereply

SEPTEMBER 22, 2022

What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. Ebook Tip.

Customer Experience 72

Customer Experience Multi-channel support Customer effort Customer Support 72

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. The top right answers the question “Why has it dropped at a high level?”.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Calltools

SEPTEMBER 6, 2023

Utilizing self-service options can help save your agents’ time and provide a better experience for your customers. According to Cisco, implementing AI chat resources has improved the customer experience for 53% of call centers. If you don’t, your customers may choose to turn to those companies.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

Hello Customer

JUNE 21, 2023

Delivering an 11-star experience would mean that an organization has unlimited resources to ensure that the customer has a crazy, over-the-top experience. But what organizations can do is reverse engineer that 11-star experience. Next, they need to figure out how they can do that with the available resources.

Customer Experience 52

Customer Experience Engineering Feedback Finance 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Let’s kick off this week’s Top Five roundup with a topic I’m often asked about, which is how to handle negative reviews. Here are my top five picks from last week. My Comment: Happy New Year!

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. My Comment : When the economy is down, customers want more value for their dollar.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 151

Customer Service B2B B2C Engineering 151

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 161

Customer Service Customer retention Morale Advertising 161

TechSee

DECEMBER 17, 2019

When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.

Customer Experience 136

Customer Experience Customer effort Engineering Analytics 136

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Connect with Shep on LinkedIn.

B2C 146

B2C Customer Service B2B Marketing 146

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 161

Customer Service Self service Customer Experience Surveys 161

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Banking 62

Banking Customer Experience Chatbots Accountability 62

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. My Comment: Trust is a hot topic and more important than ever in building repeat business and ultimate loyalty.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Mission-Driven Customer Experiences (CX): A Guide by Nate Brown. Something that customers consider more important than even their time. Here are my top five picks from last week.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. A positive customer experience comes down to making a customer feel valued during every experience , whether that’s offering delayed payments, incorporating free features, or simply remembering their name.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Beyond Philosophy

OCTOBER 9, 2021

Psychologically, we tend to cling to what we believe and look for resources that support our views. Key Ideas to Improve your Customer Experience. Harari does an excellent job showing different viewpoints for long held and widespread beliefs that cause the reader to stop and reconsider their views on the topic.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.) . What is customer experience? What is great customer experience?

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. However, a lack of focus on any of these areas can lead to problems down the line.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Beyond Philosophy

AUGUST 14, 2021

We are proud of what we do, but it would be meaningless if it didn’t prove to be a useful resource for people. We hope that it is and that you will continue to join us on this journey as we explore the many facets of customer behavior and the tools that facilitate customer-driven growth. Please tell us how we are doing!

Construction 195

Construction Consulting Consulting Surveys 195