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. Here are my top five picks from last week.

Customer Service 307

Customer Service Contact Center Self service Customer Experience 307

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. When government customers are satisfied with the service they receive, they’re on average nine times more likely to trust a government agency.

Government 52

Government Customer Experience Chatbots Wait times 52

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 51

Customer Experience Customer centricity Self service Marketing 51

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? My Comment: The CXO (Chief Experience Officer) has been a recent addition to the C-Suite in the past five or so years. Here are my top five picks from last week.

Chief Customer Officer 364

Chief Customer Officer Customer Service Best practices Contact Center 364

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. Imagine that!)

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. By contrast, stats, facts, and figures may or may not interest you. Brands that want to communicate this to their customers need an explanation that helps them understand how that is possible. Stories also help you know what stories customers tell about you.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

Personalization 227

Personalization Self service Chatbots Customer Support 227

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1.

Customer Experience 40

Customer Experience Customer centricity Self service Marketing 40

Answer Dash

SEPTEMBER 14, 2019

And if you were to ask them about their experience afterward, how would they answer? I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. there are tons of companies that reinvent their operations to meet customer goals.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Journey mapping Customer centricity 52

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

UJET

FEBRUARY 22, 2018

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business.

Customer Experience 86

Customer Experience 86

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

Customer Service 194

Customer Service Call Center Chatbots Call center experience 194

ShepHyken

AUGUST 4, 2021

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. But let’s get back to this stat for a moment. .

Customer Support 217

Customer Support Surveys Customer Service Personalization 217

Beyond Philosophy

APRIL 13, 2023

However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. Missing out on the experience is losing it, in a sense. So, we not only fear being excluded from the experience but also being excluded socially. Regret or even anticipated regret is also a powerful motivator.

Marketing 195

Marketing Accountability Education Management 195

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 168

Customer Service Customer retention Engineering Self service 168

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 60% say customer service improves customer retention .

Contact Center 195

Contact Center Upselling Engineering Education 195

Beyond Philosophy

AUGUST 5, 2023

His organization has delivery stats that paint a glorious picture of achievement. However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. One of our listeners, Damien, found himself in this pickle recently.

Customer Experience 195

Customer Experience Feedback Surveys 195

ShepHyken

AUGUST 4, 2021

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. But let’s get back to this stat for a moment. .

Customer Support 194

Customer Support Surveys Customer Service Personalization 194

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. I share this because someone recently asked why bad experiences seem to always be remembered over good experiences.

Customer Service 384

Customer Service Management Customer Experience Customer Care 384

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Daniel Kahneman’s and Barbara Frederickson’s “Peak-End Rule,” which is about how the customer’s brain remembers their experience.

Customer Service 168

Customer Service Engineering Personalization Surveys 168

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

Relay Blog

JULY 17, 2018

The post The Evolution Of Customer Experience: 30 Eye-Popping Stats on Satisfaction, Retention, and Loyalty appeared first on Relay. Regardless of the oxymoronic, tongue-in-cheek nature of this quote, the Hall of Fame catcher made.

Customer Experience 40

Customer Experience 40

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 181

Customer Service First call resolution Self service Customer Experience 181

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. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. Excellent Customer Service?

Customer Service 352

Customer Service B2B Customer Experience Marketing 352

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 271

Journey mapping B2C Customer Service B2B 271

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens. Can you meet it?

Customer Service 362

Customer Service Benchmark Customer Experience Surveys 362

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers. Satisfactory is a rating.

Customer Service 409

Customer Service Customer Experience 409

Beyond Philosophy

NOVEMBER 16, 2018

What are the best statistics to help you prove ROI for your customer experience program? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.

Customer Experience 250

Customer Experience 250

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

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. That said, given the opportunity to exceed the customer’s expectations, do it.

Customer Service 308

Customer Service Customer retention Personalization Customer Experience 308

ShepHyken

JANUARY 30, 2023

Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s happening with their relationship with your business. Improving the quality of customer support experiences.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep. This should be automatic.

Customer Service 459

Customer Service Feedback Wait times Customer Support 459

Beyond Philosophy

AUGUST 10, 2023

.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. The problem here is perception.

Surveys 195

Surveys Education Sales Personalization 195

Callminer

DECEMBER 17, 2019

However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Of course not all call centers are outsourced, nor are all call centers purely customer-facing operations. The need for competent customer support is growing.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.

Customer Service 223

Customer Service Morale Coaching Customer Experience 223