ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.

Customer Service 295

Customer Service Employee engagement Customer Support Management 295

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Because Gen Z are social shoppers. They use social and websites for inspiration, think highly of influencer and peer recommendations, and expect businesses to take a stance. To be social is to be connected.

Customer Service 166

Customer Service Self service Personalization Marketing 166

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

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

JULY 9, 2021

He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

Consulting 339

Consulting Consulting Enterprise B2B 339

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Here’s How to Cultivate It. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Customer Service 162

Customer Service Customer Experience Sales Management 162

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Here are my top five picks from last week.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 194

Customer Service Call Center Customer Experience Customer Support 194

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. My Comment: This is an introduction to the concept of customer experience (CX) maturity. Here are my top five picks from last week.

Customer Service 233

Customer Service Customer centricity Customer Experience Metrics 233

Beyond Philosophy

NOVEMBER 16, 2023

In John’s case, it’s a new company, so building awareness about his company’s brand is critical. Moreover, you might skip a couple because it doesn’t do anything for you or the brand you want to build. He needs help with getting other people to help sell his product. Maybe it’s awareness or education.

Sales 195

Sales Education Advertising Marketing 195

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 149

Customer Service Advertising Chatbots Self service 149

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

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. In today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant says that it makes customers happier.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. More Flexible Service Solutions. Customers want a variety of channels to contact your agents.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows. Some still are.

Real estate 381

Real estate Personalization Marketing Customer Service 381

CCNG

SEPTEMBER 29, 2022

Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves. Jami Sharp, Champion 2.

Self service 195

Self service CCNG Chatbots B2B 195

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. My Comment: Great customer service isn’t rocket science. I love the GIF’s!

Customer Service 227

Customer Service Technology Marketing Contact Center 227

ShepHyken

NOVEMBER 16, 2021

Bringing Great Customer Experience Ideas Forward. They are known for practical tools and leadership development programs that stick. Courageous Cultures: How to Build Teams of Micro-Innovators,? Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem Problem Solvers, and Customer Advocates.

Customer Experience 181

Customer Experience Feedback Management Customer Service 181

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

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.

Customer Service 258

Customer Service Customer retention Contact Center Upselling 258

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Airlines 263

Airlines Metrics Advertising Sales 263

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Using Social Media to Connect with Your Most Loyal Customers by Michael A. Harvard Business Review) More and more companies have loyalty programs — and for good reason. Be it Alexa, Google, Siri, etc.,

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

JUNE 28, 2022

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service. Top Takeaways: There is a slow death of customer service.

Feedback 162

Feedback Entertainment Surveys Customer Service 162

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. The best customer support does several things.

Customer Service 398

Customer Service Metrics Customer Support Customer Experience 398

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 308

Customer Service Customer Experience Marketing 308

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 248

Customer Service Chatbots Engineering Analytics 248

Bill Quiseng

DECEMBER 6, 2023

It is about how your employees FEEL about you and your company. It is about how your employees FEEL about you and your company. FIND KEEP Your business success is not dependent on how many candidates you find. It’s all about how many employees you keep. Ultimately, your employees will exceed customer expectations.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. In fact, Candybar found that customers are 80% more likely to shop at stores that have loyalty programs. What is a Customer Loyalty Program?

Gamification 144

Gamification Customer retention Metrics Sales 144

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Customer retention 164

Customer retention Sales B2B Marketing 164

Quiq

DECEMBER 20, 2022

Do you have a customer referral program yet? While we keep coming up with new and unique ways to sell products and services, we’ll never be able to beat organic word-of-mouth marketing. Why spend time on customer referrals? Why should they add a customer referral program? Who’s our ideal customer?

Finance 77

Finance Marketing Sales SaaS 77

Global Response

OCTOBER 25, 2023

The newest generation is on the block with some major purchasing power and a thirst for luxury, eco-conscious and socially-responsible brands. In this article, we’ll show you how to effectively cater to your Gen Z audience and how to understand the needs of this new generation. It’s Gen Z, of course. think again.

Brand ambassadors 62

Brand ambassadors Advertising outsourcing Personalization 62

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Russel Lolacher

MARCH 29, 2022

Social public service isn’t effective off the side of your desk. Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

Government 98

Government Education Management Personalization 98