ShepHyken

NOVEMBER 14, 2016

The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd.

Customer Care 254

Customer Care Customer Service Contact Center Customer Support 254

ShepHyken

OCTOBER 17, 2016

The post 5 Top Customer Service Articles For the Week of October 17, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres.

Customer Service 258

Customer Service Journey mapping Feedback Personalization 258

ShepHyken

DECEMBER 5, 2016

The post 5 Top Customer Service Articles For the Week of December 5, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Personalization 249

Personalization Customer Service Customer retention Marketing 249

ShepHyken

OCTOBER 31, 2016

The post 5 Top Customer Service Articles For the Week of October 31, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 13 Haunting Customer Service Statistics by Tricia Morris.

Customer Service 248

Customer Service Customer Care Customer Experience 248

ShepHyken

OCTOBER 10, 2016

The post 5 Top Customer Service Articles For the Week of October 10, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. Sharpen) Delayed flights. Lost luggage. Cutting-it-way-too-close layovers.

Customer Service 253

Customer Service Airlines Customer Care Marketing 253

ShepHyken

NOVEMBER 7, 2016

The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. What’s stopping your customers from being loyal? by Graham Jones. Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

Customer Service 248

Customer Service Customer advocacy Marketing Management 248

ShepHyken

OCTOBER 24, 2016

The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Increasing Sales With Personalized Marketing by Tyler Walton.

Government 241

Government Personalization Customer Service Customer Care 241

ShepHyken

SEPTEMBER 26, 2016

The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger.

Journey mapping 245

Journey mapping Customer Service Airlines Customer Experience 245

ShepHyken

NOVEMBER 28, 2016

Recent research found that as of 2016, almost 90 per cent of companies believe they are competing mostly on customer experience, as opposed to only 36 per cent at the start of the decade. The post 5 Top Customer Service Articles For the Week of November 28, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

Customer Service 233

Customer Service Sales Personalization Marketing 233

ShepHyken

DECEMBER 12, 2016

The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Is Your Digital Marketing Strategy Ready for an AI Intervention? by Tara Thomas.

Customer Service 223

Customer Service Chatbots B2B Metrics 223

ShepHyken

SEPTEMBER 12, 2016

The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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 to influence social influencers by Lyle Stevens.

Customer Service 232

Customer Service SaaS Marketing Customer Support 232

ShepHyken

DECEMBER 19, 2016

The post 5 Top Customer Service Articles For the Week of December 19, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 5 Technologies for Delighting Connected Customers by Vala Afshar.

Customer Service 197

Customer Service Technology Marketing Customer Care 197

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The post Your Secret Weapon for Hiring the Best Talent in 2016 appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else.

Airlines 238

Airlines Employee engagement Consulting Consulting 238

ShepHyken

DECEMBER 26, 2016

The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman.

Chief Customer Officer 179

Chief Customer Officer Customer Service Analytics Best practices 179

ShepHyken

AUGUST 1, 2016

The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC.

Customer Service 178

Customer Service B2C B2B Customer Care 178

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience.

Employee engagement 174

Employee engagement Customer Experience Big data Analytics 174

ShepHyken

JULY 4, 2016

The post 5 Top Customer Service Articles For the Week of July 4, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter?

Customer Service 175

Customer Service Surveys Customer Support Marketing 175

ShepHyken

JULY 11, 2016

The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. “Oh Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? by Ian Golding. (I

Entertainment 176

Entertainment Customer Service Banking Engineering 176

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […]. Featured agent appreciation call center contact center customer experience customer service leadership Net Promoter Score NPS omnichannel WFM workforce management

Contact Center 100

Contact Center Call Center Management Customer Service 100

Contact Center Pipeline

DECEMBER 23, 2016

The following were the 5 most-read Quick Tips in 2016. Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. Quick Tip: Promote Agents with the Right […]. Featured Quick Tips agent engagement call center contact center employee feedback hiring QM quality management

Quality management 100

Quality management Feedback Contact Center Call Center 100

ShepHyken

JULY 25, 2016

The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. The omni-channel strategy for customer service part 1: email by Heerd.

Customer Service 170

Customer Service B2C Personalization Customer Care 170

ShepHyken

JUNE 20, 2016

The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. World’s 3 MOST Customer Centric Companies: How do they do it!! by Kushal Dev.

Customer Service 170

Customer Service Airlines Banking Big data 170

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Microsoft) Whether you’re in customer service, marketing, sales, IT – or especially if you’re the CEO, CFO or CDO – you’ll be fascinated by the results revealed by Microsoft’s new 2016 Global State of Customer Service Report which polled 5,000 consumers across Brazil, Germany, Japan, the UK and the US on their customer service preferences and expectations.

Customer Service 163

Customer Service Metrics Surveys Marketing 163

Beyond Philosophy

JANUARY 27, 2016

The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The problem is many of them have implemented Customer Experience measures, had great improvements to metrics like their Net Promoter Scores, and then watched the score plateau.

Metrics 207

Metrics Customer Experience Consulting Consulting 207

ShepHyken

AUGUST 15, 2016

The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Will Chatbots and AI Replace Federal Customer Service Reps? by Phil Goldstein.

Customer Service 156

Customer Service Multichannel Chatbots Customer Care 156

ShepHyken

MAY 30, 2016

The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Automate or Humanize? The Great Customer Service Debate by Judith Aquino .

Brand ambassadors 160

Brand ambassadors Customer Service Surveys Self service 160

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […]. Workforce Management call center contact center SWPP WFM workforce management

Contact Center 100

Contact Center Call Center Management 100

ShepHyken

JULY 18, 2016

The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online 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. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary.

Customer Service 156

Customer Service Marketing Customer Experience 156

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. I have written a new book along with Professor Ryan Hamilton, Consumer Psychology, Emory University (coming out in May 2016) where we outline seven imperatives any organization must undertake to improve the Customer Experience.

Employee engagement 150

Employee engagement Customer Experience Big data Analytics 150

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. Featured call center contact center culture customer experience customer service leadership

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews. In these brief conversations, Linda speaks with a variety of contact […]. Featured call center contact center customer experience customer service leadership WFM workforce management

Contact Center 100

Contact Center Call Center Management Customer Service 100

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. The post Get Ready to Transform Customer Experiences at ICUC 2016 appeared first on inContact Blog. Customer Experience Events General ICUC Using the inContact Platform 5 To Do's Customers ICUC 2016 inContact User Conference Transform Customer Experiences User Conference

Customer Experience 68

Customer Experience Contact Center Best practices Feedback 68

Contact Center Pipeline

DECEMBER 2, 2016

Thank you for making us a part of your journey in 2016. December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Contact Center Pipeline

NOVEMBER 2, 2016

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and […]. Featured Inside The Issue call center contact center

Contact Center 100

Contact Center Surveys Call Center 100

Customers That Stick

SEPTEMBER 19, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. customer-service-training

Customer Service 116

Customer Service 116

Callminer

JULY 11, 2016

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. Thousands of call center professionals. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

call center professionals 140

call center professionals Education Best practices Customer Service 140

Andrew Mcfarland

DECEMBER 27, 2016

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. A series I started in 2013. This year was interesting because some. Best Practices Customer Experience Most Popular Top 10

Customer Experience 69

Customer Experience Best practices 69

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative. The Moment of Truth By Jay Minnucci Why do customers leave? […].

Contact Center 100

Contact Center Employee engagement Technology Call Center 100

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more. Our agents have tremendous impact on our customer satisfaction. Let’s not […].

Contact Center 100

Contact Center Employee engagement Quality management Customer Service 100

Contact Center Pipeline

AUGUST 2, 2016

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees and customers. There really are ways that we can impact the quality of the workplace experience and this month we talk about ways to do that. I hope you find an […]. Featured Inside The Issue call center contact center

Contact Center 100

Contact Center Call Center 100