ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. s latest annual study on customer experience, which analyzed 96,211 U.S. That’s according to Forrester Research Inc.’s

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

APRIL 11, 2022

With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? What happens when the discounts are so big that a company loses money? Anytimed by Seth Godin. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

JANUARY 31, 2022

10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. 200 Most Powerful Influencers to Follow in 2022 by Engati Team.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. Customer support has always been a challenging task for companies to manage, and with the introduction of artificial intelligence (AI) solutions, it’s easier than ever before.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

MAY 16, 2022

Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees. What makes a consumer tick? Power 2022 North America Airline Satisfaction Study.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

OCTOBER 24, 2022

Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer service and more than half, 55%, will stop using or buying from a retailer after several poor experiences. Some training courses are designed for all employees.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

MAY 23, 2022

My Comment: We dread the complaining customer, but the reality is that when a complainer has a great experience (problem resolved with the right attitude), that customer has a higher opinion of the company than if there wasn’t ever a problem. 8 Customer Service Standards That Will Elevate Your Business by Allison Gauss.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

Lumoa

NOVEMBER 17, 2022

Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

MAY 9, 2022

(The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace. My Comment: You may think your customers are loyal, but they may not be. So, get back to basics and read on!

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

FEBRUARY 21, 2022

Are Lifelike Digital Humans the Future of Customer Experience? TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised $70 million in a Series B1 round, bringing its total funding to $135 million.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. There will always be things we don’t know about how consumers think. However, researchers have been collecting data on customer service satisfaction for years.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. Why Customer Service is Important: 10 Reasons to Prioritize It by Erika Trujillo. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

MARCH 28, 2022

(The Apopka Voice) Your business can’t operate and grow unless you have steady and paying customers. You not only need consumers to make purchases from you but you also need ways to turn them into returning customers who are pleased with your company and brand. First, make it easy for customers to get in touch.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

JANUARY 10, 2022

The Michelli Experience) Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. What else can they—and your organization—do to make things even easier for the consumer? Here are our six tips for delivering better customer service right away. . Support agent growth and development. #5:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

JANUARY 2, 2023

CustomerThink) Change encourages adjustment, after all, and retailers had a lot to adjust to in 2022. When it comes to creating the “best” customer experience, don’t forget what happens before the sale. 7 Low-Cost Customer Service Options That a New Business Could Use by StartupGuys.net. Here are six big ones.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. in 2022 and 5.4% in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

AUGUST 8, 2022

(FastCasual) Building a customer retention program is important for improving the lifetime value of current customers, which can make up a large portion of your restaurant’s revenue. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

NOVEMBER 7, 2022

An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. My Comment: People like doing business with companies and brands that they know, like, and trust. The knowing and liking is easy.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

JUNE 20, 2022

My Comment: It’s not unreasonable to think that a customer that left you for a competitor might come back in the future – especially if you make an effort to do so. While some of these are very common sense, it surprises me that more people/companies don’t use these tips. The product or service needs to do what it’s supposed to do.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

SEPTEMBER 12, 2022

Magazine) A ton of research has been conducted over the years on how businesses can best develop relationships with their customers. Most companies aim to keep as many of their customers happy for as long as possible, while minimizing churn or customer turnover. Gallup) What motivates consumers to stay loyal to a brand?

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

OCTOBER 3, 2022

My Comment: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX. Not all measurements are appropriate for every company, but you should know and understand the different options available to you. One in Three Would Prefer to Reach Customer Service via Whatsapp by SME Web.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

JULY 25, 2022

3 Ways Companies Make Work Purposeful by Michael Mankins, Eric Garton, and Dan Schwartz. Harvard Business Review) In the aftermath of Covid-19, many companies have boosted pay, and offered greater flexibility in order to recruit and retain the best people. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

JULY 18, 2022

It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. My Comment: Gen Z is an important group of consumers (and employees). This article hits some of the highlights with the help of the 2022 Experience Trends report. Just read the title of this article.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

OCTOBER 10, 2022

7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

MARCH 7, 2022

Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers. To stand apart, companies need to move beyond ho-hum experiences. by Monica Mullen.

Customer Service 13

Customer Service Self Service Retail Airlines 13

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? Tomas Hult is a member of the ACSI team and researches thousands of companies and analyzes millions of data points and customer interactions. So the question is, “Will ChatGPT replace the customer support agent?”

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

JANUARY 24, 2022

In short, this is Staples sharing their take on how to communicate to customers about supply chain issues, which are plaguing many companies and causing customers to become very upset. This may be exactly what you need to save that angry customer. How Can We Make Our Organizations Truly Customer-centric?

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

NOVEMBER 21, 2022

Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience. Mastercard) The relationship between consumers and brands has never been as deep — or as complicated — as it is today. It gets the company better ratings and reviews, not to mention repeat business.

Customer Service 13

Customer Service Net Promoter Score Government NPS 13