ShepHyken

NOVEMBER 22, 2019

Online retailer Zappos is a great example. Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive. The post Guest Blog: The Hidden Workings of Top Customer Support Teams appeared first on Shep Hyken. And in a way, it’s true.

Customer Support 350

Customer Support Multi-channel support voip Benchmark 350

Cisco - Contact Center

MARCH 8, 2024

We asked Shashank Nalla (Product Manager, Meraki MV Smart Cameras) to discuss how the cameras are used… Read more on Cisco Blogs Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store!

Technology 115

Technology Management 115

ShepHyken

JANUARY 19, 2018

This week we feature an article by Gaven Rolfe who writes about parcel lockers and how they can offer benefits for retailers. Parcel Lockers: A Retailer’s Secret Weapon. Even Amazon has launched parcel lockers into the residential industry. This provides a complete chain of custody and added security for retailers.

Transportation 185

Transportation Metrics Customer Experience Customer Support 185

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Yet, seasonal hiring is not unique to retail during the holidays. The financial services, insurance, tourism, education, and hospitality industries all rely heavily on seasonal staff to meet peak demand.

Customer Service 269

Customer Service Education Healthcare Customer centricity 269

Cisco - Contact Center

APRIL 5, 2024

We asked Ali McKeand (Chief Technologist for Innovation at CAE Labs) to discuss how their technology… Read more on Cisco Blogs Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store!

Technology 82

Technology 82

Beyond Philosophy

NOVEMBER 17, 2015

A great new retail strategy. I’ll be honest, today we are exploring the experience of an industry I know NOTHING about, women’s fashion. When retailers of luxury brands talk about aspiration, they refer to the value the brand name implies in the mind of the consumer. Their website claims the brand has 175 shops internationally.

Sales 319

Sales Consulting Consulting Marketing 319

ShepHyken

JULY 28, 2017

As a final example, why would any consumer want to go through the time and effort to travel to a mall or other shopping destination, when they can now order just about anything painlessly, with just a few clicks on Amazon or other retail websites? The post Guest Blog: Becoming a Blockbuster? appeared first on Shep Hyken.

Consulting 198

Consulting Consulting Marketing Customer Experience 198

ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. So, how did Airbnb gain its footing and disrupt the travel industry? The post Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience appeared first on Shep Hyken.

Technology 240

Technology Customer Experience Personalization Engineering 240

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. The post Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service? Introduction: AI in CX. _. Ask the Experts: How AI is Impacting CX? _.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. Convenience Won’t.

industry standards 208

industry standards Personalization Engineering Consulting 208

ShepHyken

OCTOBER 20, 2017

Enterprise-grade assistive AI initiatives are already in evidence across various industries. Read Shep’s latest Forbes Article: Walmart Moves From Traditional Retailer To High-Tech Innovator. The post Guest Blog: Assistive AI for Real Work appeared first on Shep Hyken.

Enterprise 217

Enterprise Engineering APIs contact center solutions 217

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. The post Guest Blog: Don’t Waste My Precious Time appeared first on Shep Hyken. Shep Hyken.

Self service 200

Self service APIs Surveys Analytics 200

Win the Customer

JUNE 13, 2023

AR is revolutionizing the retail landscape by offering customers interactive and immersive experiences that were once unimaginable. One such groundbreaking innovation, Augmented Reality (AR), is not only transforming the way we interact with the digital world but also reshaping the retail industry.

Advertising 52

Advertising Technology Personalization Marketing 52

ViiBE Blog

JUNE 2, 2021

With that in mind, AR is thus the perfect solution if your organization aims to face the current challenge within retail – to resolve issues quickly and resolutely while providing a smooth and stress-free experience for customers. How is augmented reality used in retail? What areas of retail is AR most commonly used for?

Sales 52

Sales Entertainment First call resolution Customer retention 52

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. The retail market is insanely competitive today. Where and how they take place has changed, of course.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. to get a pulse on CSAT across industries. However, when it comes to industry, CSAT varies. . Internet Retail: 80%. Specialty Retail Stores: 78%. Customer Satisfaction Score is 76.5%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

ShepHyken

APRIL 19, 2019

Through our work with retail businesses across the world, we’ve found that this couldn’t be further from the truth. Georgina Nelson, founder and CEO of TruRating , has brought together a wonderful team, exciting customers and partners in the payments industry with the ultimate objective to bring the truth back to ratings.

Surveys 255

Surveys Feedback Customer Experience Sales 255

Beyond Philosophy

FEBRUARY 29, 2016

Many retail stores have been changing Customer behavior for years without their awareness that it occurs, although not always with highbrow methods like the nationality of the composer of Classical music. The post Industry Secrets Leaked – Predicting Customer Behavior!

Coaching 279

Coaching Consulting Consulting Customer Experience 279

ShepHyken

JULY 6, 2018

Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.

Sales 179

Sales Customer Experience Upselling Management 179

Anexa BPO

MAY 20, 2023

A vast portion of the market is engaged in retail, which is transforming as we speak. The organizations that are poking through the pack are those that focus on the quality of their service – enter retail customer engagement. times as fast as their industry peers. Investing in AI is a must for retail brands.

outsourcing 52

outsourcing Advertising Personalization Surveys 52

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. What are your thoughts on retailers outsourced customer service

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Lumoa

NOVEMBER 30, 2022

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. For many, the answer is found in conversational AI.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

ShepHyken

JUNE 16, 2017

As many brands shut down retail locations, voice interactions are their only real form left of connecting with customers as fellow human beings, not merely as a commercial digital presence. Travel is just one industry that will always use voice for customer interactions. Will artificial intelligence (AI) change this?

Customer Service 211

Customer Service Self service Personalization Technology 211

ShepHyken

JULY 12, 2019

Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. Let’s look at how this applies to luxury retail stores. He shares some examples of how this technology can be a difference-maker.

Customer Experience 268

Customer Experience Technology Enterprise Analytics 268

ShepHyken

NOVEMBER 2, 2018

Chatbots have risen to prominence in almost every sector that needs to maintain a customer service front or any industry that maintains a database that would boost the customer experience if users had easy access to it. Uses of Chatbots. Bots can ask your potential customers questions that will fine-tune their experience with your site.

Chatbots 221

Chatbots Personalization Healthcare Government 221

ShepHyken

AUGUST 11, 2017

Look at any industry that’s facing disruption and you’ll see the same thing: upstart companies solving age-old customer problems. Read Shep’s latest Forbes Article: How Amazon Competes Against Walmart And Every Other Retailer. The post Guest Blog: How to Get Customer Obsession to Start at the Top appeared first on Shep Hyken.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

Zappix

JANUARY 12, 2022

This blog explains how Genesys Cloud CX and the power of the Zappix Visual IVR solution make the entire customer experience fluid and seamless. In a recent episode of “Customer Experience Insights,” Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows.

Interactive Voice Response 52

Interactive Voice Response Customer Experience 52

ShepHyken

JUNE 1, 2018

Unlike a retail store, it is hard to build a rapport with visitors through an online platform. He enjoys writing about emerging customer support products, trends in customer support industry and the financial impacts of using such tools. Strengthens A Buyer’s Trust. But with a live chat software, that too is made possible.

Customer Support 255

Customer Support Sales Marketing B2B 255

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

SmartAction

DECEMBER 12, 2023

” This commitment extends to our wide range of industries served — from automotive to healthcare, and to our diverse use cases like scheduling, emergency services, and account management. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Austin Ridgeway, Director, HGS Healthcare.

Healthcare 100

Healthcare B2C Government Analytics 100

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. My Comment: This is an article I recently wrote for Enghouse Interactive’s blog. There’s an interesting tip about the impact of games.

Customer Service 152

Customer Service Gamification Customer retention Customer Experience 152

ShepHyken

MARCH 10, 2024

And you don’t have to be Amazon or in the retail world to empower customers. Elements of empowerment can be given to a customer for just about any type of business in almost any industry. Amidst the wild thicket of information, we’ve tracked down the ‘Big Five’ of blogs, as voted by our tribe of savvy members.

Customer Service 192

Customer Service Airlines Self service Customer Experience 192

Anexa BPO

OCTOBER 19, 2021

One of the issues retailers weren’t prepared for, is returns. With returns on the rise, retailers have had to restructure the way they process returns, including: Extending return deadlines. With returns on the rise, retailers have had to restructure the way they process returns, including: Extending return deadlines.

outsourcing 52

outsourcing Sales Analytics Call Center 52

ShepHyken

NOVEMBER 1, 2021

Seth’s Blog) Customer service is expensive. There are plenty of ideas for all types of businesses and industries. It’s very retail focused, but if you’re not in retail, still take a couple of minutes to learn a new word: phygital. Total Retail) To say that the retail world is changing is an understatement.

Customer Service 192

Customer Service B2B B2C Personalization 192

Vcaretec

JUNE 6, 2022

You were still at a retail store with four walls, or a dealership with cars on the lot, or in a cabin on an airplane. And don't forget to subscribe to the (v)WeCare Blog today and get customer care best practices, industry news, and helpful customer service tools right to your inbox. Or even the last time you flew first class.

Customer Service 96

Customer Service Average Handle Time Upselling outsourcing 96

Nuance

MARCH 25, 2021

I’ve been thinking back on the retail and e-commerce session I joined to talk about the progress the industry is making in AI. When’s the right time to deploy your retail AI project? Visit Nuance's What's next blog to see the full content. You can watch the session on demand now, to hear the full [.]

Enterprise 52

Enterprise Customer Service Customer Experience 52