ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. 3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya. Follow on Twitter: @Hyken.

Journey mapping 265

Journey mapping Customer Service Employee engagement Morale 265

ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.

Customer Service 240

Customer Service Customer retention Customer Experience Marketing 240

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: One of the great concepts in customer service is the practice of adaptability. The State of Bots in 2019: Successes and Failures by Astrid Monge.

Customer Service 249

Customer Service Customer Care Contact Center Customer Experience 249

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. By the way, I also fly Delta and I can’t argue what this author’s view on how well Delta has managed both the employee and customer (passenger) experience. Here are seven customer service ideas.

Airlines 253

Airlines Customer Service Automotive Customer Experience 253

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Note: Be careful not to move from relationship building to blatant marketing, or the strategy may backfire. Follow on Twitter: @Hyken.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

FEBRUARY 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. Forbes) Artificial intelligence (AI) is a game-changer for customer experience. A great resource!

Customer Service 217

Customer Service B2B B2C Entertainment 217

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Journey mapping 239

Journey mapping Customer Service Customer centricity Customer Experience 239

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. How Bad Customer Service Affects Your Business by Mansi Bhatia. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 293

Customer Service Customer Experience Marketing 293

ShepHyken

JULY 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone. Follow on Twitter: @Hyken.

Customer Service 272

Customer Service B2B B2C Customer centricity 272

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Customer Service 210

Customer Service Personalization Marketing Customer Support 210

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 282

Customer Service Surveys Customer Experience Feedback 282

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 222

Customer Service Chatbots Self service Customer Experience 222

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. My Comment: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs. by Steve DiGioia.

Customer Service 240

Customer Service outsourcing Surveys Marketing 240

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. Follow on Twitter: @Hyken.

Customer Service 222

Customer Service B2B B2C Consulting 222

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success. Follow on Twitter: @Hyken.

Customer Service 254

Customer Service Customer Experience Marketing Management 254

ShepHyken

DECEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. My Comment: When it comes to customer service and experience, what drives you crazy?

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 227

Customer Service Customer centricity B2C B2B 227

ShepHyken

NOVEMBER 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. Follow on Twitter: @Hyken.

Customer Service 187

Customer Service Customer Experience Marketing 187

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers.

Customer Service 136

Customer Service Customer centricity B2C B2B 136

ShepHyken

DECEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.

Customer Service 272

Customer Service Employee engagement Coaching Customer centricity 272

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. ” BONUS VIDEO.

Customer Service 198

Customer Service B2B CRM Customer centricity 198

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. My Comment: AI has been creating “quite a stir” in the customer service and support world. It’s Never Too Late to Win with Customer Experience: The Comcast Turnaround by Adam Toporek.

Customer Service 179

Customer Service Customer centricity Customer Experience Marketing 179

ShepHyken

FEBRUARY 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Chief Customer Officer 147

Chief Customer Officer Customer Service Feedback Customer Experience 147

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. When: April 7-10, 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 247

Customer Service Customer centricity Education Marketing 247

HelpCrunch

JANUARY 25, 2019

If you try and google something like ‘customer service in 2019’ or ‘predictions for customer support’, you’ll already find a bunch of articles. Companies dealing with customer service in one way or another, software providers, [ … ]. The post What does customer service mean to you in 2019?

Customer Service 115

Customer Service Customer Support Sales Marketing 115

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Only 12% of customers that want to get in touch with a company choose calling as their first option, 37% prefer email and 14% would visit a website first.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Customer Service Life

FEBRUARY 10, 2020

2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. Beyond “buy 10 get one free”: What is customer loyalty? – In this article on the Zendesk blog, read how CX experts define customer loyalty and how companies can gain it.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

ProProfs Blog

JANUARY 10, 2019

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. But is that all you aim to offer in 2019 too?

Customer Service 116

Customer Service Multichannel Self service Scripts 116

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. May 2019 be the year of authentic culture for all of us! From Jeff Toister: Books To Read: Ken Blanchard's Whale Done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ProProfs Blog

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. This article will introduce you to 7-Eleven’s version of another way to deliver a more convenient customer experience.

Customer Service 231

Customer Service Marketing Customer Experience Technology 231

ShepHyken

APRIL 4, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Is DEAD: Now What? CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD! It’s a new world where customer experience trumps everything.

Customer Service 184

Customer Service Surveys Customer Experience Analytics 184

Nextiva

NOVEMBER 20, 2018

The post 100 Essential Customer Service Statistics and Trends for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

Customer Service 87

Customer Service voip Sales Marketing 87