ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken.

Marketing 483

Marketing Advertising Big data Personalization 483

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. Service’ is what we do, it is a product or the transaction to receive the product.

Personalization 336

Personalization Customer Experience Customer Service Marketing 336

ShepHyken

NOVEMBER 22, 2019

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

Customer Support 347

Customer Support Multi-channel support voip Benchmark 347

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar.

Customer Experience 94

Customer Experience Telecommunications Big data Feedback 94

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? Ever wondered what makes your favorite brands stand out in today’s competitive business arena? It’s not just their products or services; it’s the memorable experiences they create. What is customer experience (CX)?

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line. So, customer churn is expensive.

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. What is customer engagement?

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? In fact, I feel that customer satisfaction is an old-world concept.

Feedback 291

Feedback Sales Accountability Personalization 291

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. Shep Hyken .

Enterprise 299

Enterprise Coaching Personalization Customer Experience 299

ShepHyken

SEPTEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague from Down Under, Warwick Merry, writes about an experience he had that demonstrates why a business must have the systems and processes in place to take care of new and existing customers. If you cannot take care of the customer, it doesn’t pay to advertise!

Advertising 293

Advertising Entertainment Marketing Personalization 293

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 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 287

Chatbots Customer Experience Cloud contact Contact Center 287

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating.

Customer emotions 306

Customer emotions Marketing Customer Experience Customer Service 306

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. The answer is as obvious as it is overlooked: improve customer service.

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

CRM 273

CRM Personalization Engineering Enterprise 273

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone. Face to Face.

Customer Service 275

Customer Service Customer Support Personalization Management 275

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business. Consumers Demand Immediate Connection.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

ShepHyken

DECEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleagues, Thomas A. Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. Shep Hyken .

Customer emotions 316

Customer emotions Management Banking Personalization 316

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast.

Customer Support 262

Customer Support Customer effort Self service Metrics 262

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. OTHER COMPANIES DELIVERING WOW MOMENTS: Trader Joe’s is another great example of a company dedicated to delighting customers.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Feedback 300

Feedback Self service Best practices Scripts 300

ShepHyken

JUNE 28, 2019

That’s what we all fear. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”.

Contact Center 275

Contact Center Self service Banking Airlines 275

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. All this progress requires businesses to provide an “always on, always available” customer experience.

Customer Experience 267

Customer Experience Banking Technology Consulting 267

Kayako

SEPTEMBER 23, 2022

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)? This blog post will discuss unified customer experience and tools you can use to achieve it for your business.

Journey mapping 62

Journey mapping Customer Experience Surveys Personalization 62

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! So what’s the moral of this story? Shep Hyken .

Morale 271

Morale Coaching Customer Service Customer Experience 271

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 235

Feedback Customer Experience Abandon rate Surveys 235

ShepHyken

OCTOBER 12, 2018

This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. But I thought their after-hours answering machine would inform me what time they would open on Saturday morning. I was in for a delightful surprise!

Banking 232

Banking Government Customer Experience Management 232

ShepHyken

OCTOBER 18, 2019

The experiences you create for a customer is important, but how they feel about that experience is critical. In designing how you deliver emotion, consider what you can do to make customers: • happier they chose you. In short, do your customers feel happier doing business with you than your competitors?

Customer Service 222

Customer Service 222

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. . Don’t make customers wait when they initiate live chat requests.

Customer Experience 271

Customer Experience Technical Support Self service Best practices 271

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Customer Service 286

Customer Service Healthcare Management Customer Care 286

REVE Chat Blog

JUNE 10, 2020

Customer expectations are changing and businesses need to adapt through digital transformation to understand the customers and their journey. Customer experience is now becoming the key differentiating factor of customers’ decision making process. What is omnichannel customer experience (CX)?

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284