ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 264

Customer Service Benchmark Surveys Customer Experience 264

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 368

Customer Service Self service Consulting Consulting 368

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. My Comment: Here is a fascinating article about loyalty and the customer experience. Corbin Murakami, Sr.

Customer Service 354

Customer Service B2B Customer Experience Marketing 354

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

CSM Magazine

DECEMBER 5, 2019

Philip Say, VP of Innovation Product Management, Sutherland Labs shares his CX Predictions for 2020. AI unlocks intelligent experiences in customer support. This shift will allow brands to resolve issues and find answers much more quickly, unlocking a new level of more intuitive, intelligent customer experiences.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 237

Customer Service Customer centricity Customer Experience Marketing 237

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Progressive Grocer) Trader Joe’s and Wegmans have managed to keep their customer service cred intact this year while other food retailers have seen their service scores wane during the pandemic.

Customer Service 223

Customer Service Customer centricity B2B Contact Center 223

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. Ordinarily, companies that aren’t prepared for a massive shift in customer preferences, demand, and communications suffer tremendously. But 2020 wasn’t an ordinary fiscal year. That’s the bad news. Which brings us to your digital strategy.

Multichannel 147

Multichannel Call Center Self service Marketing 147

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? What better time than Customer Experience Week at Blue Ocean to share our findings? Many Customers Just Want to Talk.

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. by Martin Powton.

Customer Service 298

Customer Service B2C Entertainment Customer effort 298

ShepHyken

AUGUST 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 233

Customer Service Marketing Personalization Customer Experience 233

ShepHyken

FEBRUARY 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Ignore these trends, and you risk losing your customers to competitors that are staying on top of where the industry is going!

Customer Service 294

Customer Service Entertainment Technology Customer Experience 294

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 264

Customer Service B2B Customer retention B2C 264

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Journey mapping 273

Journey mapping B2C Customer Service B2B 273

The Center for Client Retention

DECEMBER 3, 2019

Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond. An Engaged Workforce Delivers Exceptional Customer Experiences. Superfans are motivated to grow the customer base and promote the brand, and putting them to work–works!

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. The experience is a big part of their marketing. The Next Big Thing in Customer Experience: Frictionless Returns by Poornima Apte.

Customer Service 264

Customer Service Benchmark Marketing Customer Experience 264

ShepHyken

OCTOBER 5, 2020

Each week I read a number of customer service and customer experience articles from various resources. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. Here are my top five picks from last week.

Customer Service 165

Customer Service Virtual Agent Enterprise Contact Center 165

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. My Comment: This article includes four strategies to improve customer service.

Customer Service 190

Customer Service outsourcing Contact Center Customer Support 190

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. Here are a few ideas with commentary from some industry thought leaders CX executives.

Customer Service 232

Customer Service B2B Consulting Consulting 232

Fonolo

DECEMBER 10, 2020

2020 was the year that companies finally realized that nobody escapes a call surge. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis. Worst Company to Call in 2020.

Airlines 162

Airlines Telecommunications Banking Wait times 162

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. This is what will help customers choose you over your competition. The retail industry is the leader, followed by healthcare.

Customer Service 214

Customer Service B2C Call Center Government 214

ShepHyken

JUNE 15, 2020

Each week I read a number of customer service and customer experience articles from various resources. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty.

Customer Service 189

Customer Service Surveys Metrics Customer Experience 189

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett. Here are my top five picks from last week.

Customer Service 260

Customer Service Journey mapping Contact Center Customer Experience 260

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 354

Customer Experience Airlines Customer centricity Surveys 354

Helpware

SEPTEMBER 26, 2023

Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX).

Customer Experience 88

Customer Experience 88

Nextiva

MAY 9, 2020

Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. Companies today care about the customer journey and invest in their customer’s success.

voip 173

voip Customer Service Sales Customer Experience 173

Tethr

MAY 18, 2020

Earlier this month, Tethr , Kustomer and Challenger hosted the largest virtual customer experience summit of the year. Some of the best thought leaders in CX gathered to share their insights on the importance of continuing to provide an outstanding customer experience, despite the current state of the world. .

Customer Experience 91

Customer Experience Coaching Surveys industry standards 91

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? Had A Customer Service Fail?

Customer Service 268

Customer Service Advertising Customer retention Customer Experience 268

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. This year, we’ve published our full selection of customer service conferences and contact center summits in North America.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Does it Take to Lose a Customer? CMSWire) Customer experience. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. by Anthony Cusumano.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! Epikonic) What is the experience gap? The Ultimate Customer Experience by Josh Linkner. How will your industry be different? But where is its value?

Customer Service 241

Customer Service B2C B2B Contact Center 241

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Industry Report: State of the Contact Center 2022. They compare your service and customer experience to the best companies…Amazon, Apple, and other iconic brands.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. How Customer Experience is changing the healthcare industry by Steven Van Belleghem.

Customer Service 165

Customer Service Healthcare Journey mapping Feedback 165

ShepHyken

JUNE 8, 2020

Each week I read a number of customer service and customer experience articles from various resources. How Do You Maintain Customer Experience on a Shrinking Budget? Three simple ideas to drive the emotional connection, thereby creating a better experience, thereby a reason for the customer to want to come back.

Customer Service 206

Customer Service Customer Experience 206

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . A Complete Guide to Customer Perception. 2020 Holiday Shopping Trends Report, Tinuiti. But it’s not over yet.

Consulting 133

Consulting Consulting Finance Surveys 133