ShepHyken

APRIL 11, 2022

LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. Companies will utilize dynamic display more and more to strengthen the customer experience, such as sharing their social media content and the favorites of their consumers posted on Facebook or Twitter.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

We identified 5 significant trends that are currently in play in 2021 but will be amplified in the post-pandemic environment in 2022. Companies will utilize dynamic display more and more to strengthen the customer experience, such as sharing their social media content and the favorites of their consumers posted on Facebook or Twitter.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

ShepHyken

APRIL 18, 2022

My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value. In this article, she approaches a concept from both books, which is about customer understanding being the cornerstone of customer-centricity.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . At the same time, we also saw a 20% decline in the number of customer success departments that were established less than two years ago.

Customer Success 112

Customer Success Culture Survey Customer Journeys 112

Blake Morgan

JULY 15, 2023

Walmart and Amazon are two of the world’s largest retailers known for their customer focus and innovation. Walmart brought in $573 billion in revenue in 2022, an increase from $595.15 In 2022, Amazon had $514 billion in revenue, up from $469.8 Walmart increased by 1 point over 2022 and is second to last. billion in 2021.

Retail 52

Retail Innovation B2B Transportation 52

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Meeting 183

Meeting How To Airlines Virtual Agent 183

ShepHyken

JULY 11, 2022

My Comment: Over the years, I’ve shared many articles about culture and “internal customers” (employees and co-workers). Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Blake Morgan

MARCH 13, 2023

Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need. Her innovation and customer focus helped Celebrity Cruises survive the pandemic and maintain its spot as one of the customer-favorite cruise lines in the world.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling. Follow on Twitter: @Hyken.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

JULY 15, 2022

In 2022, and moving forward, simple fulfillment isn’t enough. And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Not hardly. . Amazon does more than deliver packages — they “ WOW.”

How To 132

How To Video Social Media Training 132

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. She has led several high-tech companies to build a customer-centric business culture.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ShepHyken

JULY 25, 2022

Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy. CMSWire) Brands seeking to build a customer-obsessed culture need to focus on more than just customers.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

Playvox

APRIL 4, 2023

Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. That culture starts at the top. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

ShepHyken

MAY 30, 2022

As the article states, it starts with culture… who you hire. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Lincoln Murphy is one of the most important influencers in customer experience.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. Connect with Andrew Bryant !

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ShepHyken

OCTOBER 10, 2022

Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. The post 5 Top Customer Service Articles of the Week 10-10-2022 appeared first on Shep Hyken.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

Healthcare 52

Healthcare Trends Analytics Multi-Channel 52

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Service Culture Book. Personalization’s relationship to culture fit. First customer I served, it was a service failure.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

West Monroe

JUNE 20, 2022

Featured Content 2022 Outlook: The Future of Healthcare & Life Sciences Read More By contrast, de novo expansions deliver greater operational oversight and have the advantage of less “integration debt” for net-new platforms. These historically paper-based industries are facing a significant shift in culture and processes.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

Healthcare 40

Healthcare Trends Analytics Multi-Channel 40

Kustomer

JULY 28, 2022

The customer is the lifeblood of the brand, and the modern customer has high expectations for its interactions with your company. Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

ShepHyken

MAY 2, 2022

Customer experience expert, Dan Gingiss, has done an excellent job of summarizing some of Jesse’s philosophy about how customer service and experience can deliver amazing results! Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong.

Customer Service 70

Customer Service Social Media NPS Customer Experience Management 70

ShepHyken

JANUARY 30, 2023

Start your thinking about how this technology will impact customer support and CX by reading this article. The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

JANUARY 24, 2022

3 Trends Driving Brand-Defining Customer Service in 2022 by Sarika Khanna. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ShepHyken

SEPTEMBER 19, 2022

My Comment: This is a great list if you’re looking to read some amazing books on customer experience. I am honored that my book, The Culture of the Customer, made the list. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Thank you, BookPal, for this honor!

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. What should we call it? Read to find out.)

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. What should we call it? Read to find out.)

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62