ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life.

Customer Service 71

Customer Service Hospitality e-support eBook 71

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. This short article has several ideas on how to serve disloyal customers. State of the Contact Center 2022 by Fonolo.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

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.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. 3 Common Customer Complaints and How to Address Them by DP Taylor. 3 Common Customer Complaints and How to Address Them by DP Taylor.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Is Getting Worse by Katie Deighton. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022.

Customer Service 68

Customer Service Sports Customer Journeys Government 68

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 68

Net Promoter Score Customer Service Hospitality Hotels 68

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service B2C B2B Guest Experience 71

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 71

Customer Journeys Customer Service Loyalty Programs Loyalty 71

ShepHyken

APRIL 4, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Is DEAD: Now What? CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD! It’s a new world where customer experience trumps everything.

Customer Service 73

Customer Service Trends Tips Customer Service Training 73

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. And two years into Covid-19, AI assumes an expanded role in the customer service landscape.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise. Follow on Twitter: @Hyken.

Customer Service 68

Customer Service Customer Centricity Policies Retail 68

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. 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.

Customer Service 68

Customer Service Loyalty Programs Hotels Loyalty 68

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? The Customer is King – So Treat Him That Way!

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 62 of the Best Quotes About Customer Experience by Steven Van Belleghem.

Customer Journeys 68

Customer Journeys Customer Service Retail Touchpoint 68

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong.

Customer Service 71

Customer Service Social Media NPS Customer Experience Management 71

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? Are your customers coming back out of true loyalty, habit, or some other reason? Here are my top five picks from last week.

Customer Service 68

Customer Service Tips e-support Loyalty 68

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Customer Service 71

Customer Service Customer Centricity Retail Customers 71

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Here are my top five picks from last week.

Customer Service 76

Customer Service Loyalty Programs Loyalty Sales 76

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My Comment: Is this the future of customer service? Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. it’s more important than ever to tell customers exactly what’s going on.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. My Comment: There is a lot of crossover between customer service and CX training.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

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 79

Customer Service Social Media Call Center Retail 79

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. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: I’m a believer that customer service doesn’t cost, it pays.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Nine Impactful Customer Service Lessons That Can Change Your Business Approach by YEC Expert Panel.

Customer Service 71

Customer Service Hospitality Contact Center Loyalty 71

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Here are several excellent ideas on how to ensure you don’t lose a loyal customer, even when there is a problem or complaint. 5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt.

Customer Service 86

Customer Service Chatbots Retail B2C 86

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care?

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Today the verbal communication between customers and computers is becoming indistinguishable from human-to-human conversations. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta.

Customer Service 73

Customer Service Tips Fashion Call Center 73

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. 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. Read to find out.)

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Changing Expectations.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. 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. Read to find out.)

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. So take a few lessons from the restaurant industry and create a better customer experience. Follow on Twitter: @Hyken.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 15

Customer Service Financial Loyalty Tips 15