ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others.

Customer Service 181

Customer Service B2C B2B Customer Experience 181

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Customers don’t just compare you to other companies within your industry.

Automotive 318

Automotive Airlines Benchmark Service level 318

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Many, if not all, will apply to you and your business. How fast do you respond to customers?

Customer Service 394

Customer Service Accountability Customer Experience 394

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Feedback 334

Feedback Healthcare Analytics Customer Service 334

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. Customers call us, but we didn’t invent the phone.”

Customer Service 396

Customer Service Customer Care Customer Support 396

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap.

Customer Service 255

Customer Service 255

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 315

Feedback Customer centricity Contact Center Surveys 315

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

SEPTEMBER 18, 2023

Top Takeaways: In today’s fast-paced world, customers expect timely responses across various communication channels. Whether it’s email, phone calls, or social media, consistent and efficient interaction is essential to meet customer expectations. Consistency is crucial in providing an outstanding customer experience.

B2B 188

B2B Analytics Customer Experience Management 188

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!) Here are my top five picks from last week.

B2C 149

B2C Customer Service B2B Marketing 149

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. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Customers can be swayed by factors such as convenience, price, and product quality.

Customer Service 162

Customer Service Marketing Personalization Management 162

ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. Greeting cards can be used strategically to strengthen business relationships.

Personalization 175

Personalization Customer Experience Journey mapping Marketing 175

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers. Loyalty is an emotion.

Customer Service 409

Customer Service Customer Experience 409

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 376

Customer Service B2C B2B Customer retention 376

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer service expert Chip Bell sets the stage with a story. How many of your employees haven’t experienced what it’s like to be a customer of yours? Here are my top five picks from last week.

Customer Service 392

Customer Service Customer Experience Marketing Management 392

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

Customer Service 181

Customer Service Best practices Surveys Feedback 181

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Yet so much data and research from others claim that personalization is more important than ever. Well, it is!

Personalization 433

Personalization Airlines Customer Experience Surveys 433

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Upselling 302

Upselling Self service Best practices Customer Support 302

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 236

Customer Service Customer retention Personalization Surveys 236

ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. They have the knowledge and passion for the brand that can be turned into a skill to help other customers.

Contact Center 315

Contact Center Customer Support Customer Service Customer Experience 315

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

B2B 156

B2B Customer Service B2C Advertising 156

Beyond Philosophy

OCTOBER 2, 2021

Loyal customers are the same way. They have an emotional bond with the companies they do business with and those feelings are why they come back over and over again. They have an emotional bond with the companies they do business with and those feelings are why they come back over and over again.

Consulting 244

Consulting Consulting Banking Metrics 244

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 149

Customer Service Customer centricity Customer Experience Feedback 149

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Why is connection important? They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. Our customer service and CX research confirm this.

Customer Service 166

Customer Service Self service Personalization Marketing 166

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. BUSINESS LEADERS FORBIDDEN PHRASE: “We’ve always done it that way.” EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. FIND KEEP Your business success is not dependent on how many candidates you find. Be GREAT out there!

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

ShepHyken

FEBRUARY 16, 2022

Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so much more expensive than another. The other will share the same information, but at the same time will educate you why one is better – or not – than another.

Education 328

Education Sales Customer Service Customer Experience 328

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

ShepHyken

AUGUST 3, 2021

– Do you have a digital business model? Do you understand how you build a business around that? And then, of course, are you focusing on delivering an excellent customer experience? – Customers are trading loyalty for convenience, status, and value. Everybody Wants to Rule the World.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Personalization 107

Personalization Sales Scripts Contact Center 107

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162

ShepHyken

MARCH 17, 2021

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. But when they focus on the customer’s needs, the rest seems to fall into place. Loyalty for future orders!”. Saving a customer money builds trust.

Sales 431

Sales Customer Service Management Customer Experience 431

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. Your position of power comes with a responsibility to deliver the best possible service and products to your customers. That’s right, your every move. Now, you might be thinking, “But I’m the boss!

Feedback 182

Feedback Management Customer Service Customer Experience 182

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

Customer Experience 385

Customer Experience Technical Support Finance Customer advocacy 385

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business. I can agree with most.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156