ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 153

Customer Service B2B B2C Engineering 153

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 385

Customer Experience Technical Support Finance Customer advocacy 385

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. In today's competitive market, providing an outstanding customer experience is more important than ever. Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 362

Customer Experience Management Finance Banking 362

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” Here are my top five picks from last week.

Customer Service 144

Customer Service B2C Feedback Marketing 144

Beyond Philosophy

NOVEMBER 16, 2023

In John’s case, it’s a new company, so building awareness about his company’s brand is critical. In John’s case, it’s a new company, so building awareness about his company’s brand is critical. One of our listeners, John, is in a pickle. John is up for it, though.

Sales 195

Sales Education Advertising Marketing 195

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Upselling 302

Upselling Self service Best practices Customer Support 302

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you. What are the immediate impacts of listening to your customers carefully?

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have. That means offering new services, such as curbside pickup and delivery.? . Build a Community .

Consulting 352

Consulting Consulting Sales Self service 352

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways:

Advertising 367

Advertising Consulting Consulting Customer Experience 367

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. Here are my top five picks from last week.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 376

Customer Service B2C B2B Customer retention 376

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. What is a Customer Experience Strategy? .

Customer Experience 175

Customer Experience Self service Advertising Chatbots 175

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 337

Customer Service First call resolution Contact Center Engineering 337

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ShepHyken

JULY 14, 2020

Tools of Amazing Customer Experience. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Customer experience is more overarching and can include product packaging. In other words, it could be the bad customer experience you never hear about!

Self service 315

Self service Customer Service Customer Experience Marketing 315

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. What is brand advocacy?

Customer Service 383

Customer Service Morale Sales Coaching 383

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. What’s Wrong With Customer Satisfaction?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. Here are three customer service trends brands should prepare for in 2021.

Customer Service 307

Customer Service Contact Center Self service Customer Experience 307

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Consistency builds trust and confidence.

Customer Service 144

Customer Service Surveys Customer Care Customer Experience 144

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. It’s the consistent and predictable experience that makes customers trust you and come back. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 168

Customer Experience Surveys Customer retention Customer Service 168

ShepHyken

MAY 1, 2023

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. What’s happening on the inside is felt on the outside by the customers. If you fix the people side of your business first, you will create a better customer service experience.

Coaching 162

Coaching Customer Service Feedback Sales 162

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 153

Customer Service Chatbots Self service Customer Care 153

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 258

Customer Service Customer retention Contact Center Upselling 258

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. Here are my top five picks from last week.

Customer Service 162

Customer Service Marketing Customer retention Customer Experience 162

ShepHyken

JUNE 19, 2023

It’s more than posting branded content. It is about communicating with your customers, getting feedback, responding to comments, and taking action based on what your customers tell you. Customers are watching you on social media. ” “Meet your customers where they are.

Customer centricity 162

Customer centricity Marketing Customer Care Education 162

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 194

Customer Service B2C B2B SaaS 194

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. What is Brand Loyalty and How Can You Build It?

Customer Service 362

Customer Service Chatbots B2C Consulting 362

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. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Personalization 107

Personalization Sales Scripts Contact Center 107