Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Everyone needs to understand how they are affecting the customer experience. Thanks Ben!

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Most importantly, this ensures customers have a great shopping experience any time they visit.

Customer Experience 272

Customer Experience Technology Enterprise Analytics 272

ShepHyken

OCTOBER 4, 2019

Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. In 2020 , customer experience will overtake price and product quality as the key brand differentiator.

Benchmark 304

Benchmark Feedback Customer retention Consulting 304

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. The chance to shock and awe your customers will arise when they present you with a problem that needs solving.

Customer Experience 288

Customer Experience Personalization Customer Service Marketing 288

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Choose your sales contest focus.

Sales 180

Sales Customer Experience Upselling Management 180

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. At the beginning we did lots of interviews with other customer experience experts to learn more. Shep Hyken. In the case of J.W

Best practices 204

Best practices Customer Service SaaS Education 204

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Revealing the Real Problems with Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

DECEMBER 27, 2019

When in actuality a five-star experience has nothing to do with cost or luxury at all. A five-star experience can be achieved in any organization regardless of the industry but requires your people to be…well nice people! Read Shep’s latest Forbes article: Customer Service And CX Predictions For 2020.

Personalization 342

Personalization Customer Experience Customer Service Marketing 342

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 82

Customer Experience Brand ambassadors Self service Chatbots 82

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Massive shifts in the realm of healthcare customer service and loyalty won’t happen overnight.

Healthcare 319

Healthcare Advertising Education Technology 319

Cisco - Contact Center

DECEMBER 6, 2023

Digital customer experience (DCX) is a hot topic these days. As a digital team leader at Cisco, I was recently asked to speak about it at an industry conference. You should know that when I’m put in f… Read more on Cisco Blogs

Customer Experience 98

Customer Experience 98

ShepHyken

OCTOBER 26, 2018

My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken.

Consulting 281

Consulting Consulting Sales Marketing 281

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Chatbots 290

Chatbots Customer Experience Marketing Customer Support 290

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 91

Customer Experience Journey mapping Surveys Feedback 91

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Fewer phone calls, but more complex conversations.

Contact Center 281

Contact Center Self service Banking Airlines 281

ShepHyken

OCTOBER 19, 2018

The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Customer Service 225

Customer Service Customer centricity Service level Marketing 225

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Self service 200

Self service APIs Surveys Analytics 200

ShepHyken

NOVEMBER 9, 2018

Virtual web assistants are an excellent solution for companies in need of a more personalized approach to their customer engagement strategy and can be trained to manage the customer experience entirely. At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development.

CRM 241

CRM Enterprise Benchmark outsourcing 241

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Task: Identify a “gap” in the customer experience journey.

Abandon rate 241

Abandon rate Journey mapping Average Handle Time Customer centricity 241

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 273

Customer Service Education Healthcare Customer centricity 273

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Read Shep’s latest Forbes Article: Collect Data Through The Customer Service Center To Improve The Customer Experience. Kaleidoscope service, I like it! Shep Hyken.

Customer advocacy 173

Customer advocacy Customer retention Customer Service Customer Experience 173

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. I am a detractor and that is what has motivated me to write this blog. It’s lose-lose.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . The post Guest Blog: Becoming a Blockbuster?

Consulting 199

Consulting Consulting Marketing Customer Experience 199

ShepHyken

SEPTEMBER 28, 2018

In highly competitive industries, companies large and small have a pressing need to stand out among their peers. HR departments can then integrate this data into an analytics software that provides valuable insight into the experiences employees are having on the job.

Employee engagement 269

Employee engagement Education Analytics Technology 269

ShepHyken

JULY 14, 2017

The above niches are bellwethers of illicit marketing techniques that spread to other industries. The rest of this article examines the “cutting edge industry of scams,” Making Money Online (MMO). Fake reviews hurt customers and do damage to your business and entire industries. illness, debt, diet). Fake Vs. Real.

Customer Experience 112

Customer Experience Morale Advertising Marketing 112

ShepHyken

NOVEMBER 16, 2018

Read Shep’s latest Forbes article: Industry Leader Secrets: Six Ways To Stand Out With Customer Experience. The post Guest Blog: Impact of Technological Advancements on Consumer Behavior appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 244

Technology Chief Customer Officer Education Big data 244

ShepHyken

OCTOBER 25, 2019

Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Support your agents with the best technology and industry practices.

Call Center 192

Call Center Scripts Contact Center Advertising 192

ShepHyken

JANUARY 19, 2018

Even Amazon has launched parcel lockers into the residential industry. From lower shipping costs to a better customer experience, parcel lockers can offer big benefits for retailers. Enhancing the Customer Experience. Read Shep’s latest Forbes Article: Is Your Customer Support Killing Your Business?

Transportation 185

Transportation Metrics Customer Experience Customer Support 185