ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Done right, customer support makes you money. .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

MARCH 25, 2024

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. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. Connect with Shep on LinkedIn.

Loyalty Programs 79

Loyalty Programs Hotels Customer Service Hospitality 79

ShepHyken

FEBRUARY 19, 2023

Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience. To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen (VentureBeat) Do you have a brand you just can’t live without?

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

FEBRUARY 25, 2024

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. This has a nice description of how AI will make customer service better. Imagine that!)

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

Customer Service 61

Customer Service Self Service Trends Loyalty Programs 61

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. The author prompted the chatbot with a question about personalization versus real-time interaction management. The bot delivered an answer.

Customer Service 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

NOVEMBER 29, 2021

4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs. Total Retail) The holiday season guarantees a seasonal spike in customer support tickets, resulting in a 42 percent increase. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Chatbots Retail B2C 86

ShepHyken

DECEMBER 6, 2021

The Customer Experience Is a Content Experience by Andrew Wheeler. Skyword) Digital experiences were thrown into the spotlight, and all the trillions spent on digital transformation (DT) initiatives over the years didn’t keep brands from being caught on the back foot. That changed with the pandemic.” Follow on Twitter: @Hyken.

Self Service 68

Self Service Customer Service Chatbots Customer Care 68

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. Modern Thinking for Customer Experience Indexes by Lynn Hunsaker.

Customer Service 127

Customer Service Chatbots Customer Service Training NPS 127

ShepHyken

JULY 17, 2023

Real Marketing and Customer Experience Questions — and Microsoft Bing AI’s Answers by Raleigh Butler (CMSWire) Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. Can these chatbots really help improve customer service?

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

APRIL 1, 2019

(ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. AI adoption is nascent, but it’s set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. My Comment: Trust is a big part of the customer experience.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

MARCH 5, 2018

(HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. My Comment: A satisfied customer is not a loyal customer. This year, chatbots helped address that issue.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

Customer Service 91

Customer Service Chatbots Wireless Airlines 91

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. Modern Thinking for Customer Experience Indexes by Lynn Hunsaker.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 90

Customer Service Contact Center Customer Centricity B2B 90

ShepHyken

AUGUST 19, 2019

Only 8% of stores use live chat correctly, new report says by Kimberly Collins. ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 119

Customer Service Leadership Ecommerce Culture 119

ShepHyken

FEBRUARY 8, 2021

One important one covered in the article is that accessibility is going to move into the digital world as brands are able to add code to their websites to be more inclusive for customers with disabilities. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Self Service B2B Retail 98

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 78

Customer Service Chatbots Effort Score Voice of Customer 78

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. It is a way to gain insight from customers and an advantage over your competition. Chatbots: Should you waste your time? by Neal Dlin.

Customer Service 59

Customer Service Social Media Chatbots Ecommerce 59

ShepHyken

JUNE 20, 2016

How chatbots have kick started a paradigm shift in customer service technology by Chloe Green. Information Age) AI is increasingly being used to complement customer-brand interactions – what steps companies can take to harness this disruptive technology? Great article! Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

FEBRUARY 21, 2022

My opinion is that this technology ups the customer experience related to lower-level needs. It’s more aesthetically pleasing than just texting with a chatbot or interacting on the phone with voice response technology. How to Use Content Marketing for Customer Retention and Loyalty by Express Computer.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

NOVEMBER 9, 2023

Team members need to be shown what is expected of them and how they can do it – they deserve a fair shot at excelling in their roles. Without customer service training, you would be sending them in blind. It’s a continual process of learning and growth that happens throughout a person’s career.

Customer Service 56

Customer Service Management Exercises Leadership 56

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. Thank you to Shelf.io

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. Are customer service chatbots full of chit?

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

MAY 29, 2017

Twitter pushes into customer service – can it prove to be successful? IT ProPortal) Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service. by Yaniv Reznik. (IT Follow on Twitter: @Hyken.

Customer Service 97

Customer Service Airlines Chatbots Resources 97

ShepHyken

AUGUST 15, 2016

Will Chatbots and AI Replace Federal Customer Service Reps? My Comment: The concept of Artificial Intelligence (AI) and chatbots replacing humans fascinates me. A good chatbot technology makes recognizing the difference between a human and bot (computer) almost, if not completely, indistinguishable.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. (TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. The State of Bots in 2019: Successes and Failures by Astrid Monge. by Athina Mallis.

Social Media 99

Social Media Customer Service Customer Care Insurance 99

Call Experts

FEBRUARY 17, 2022

Customers expect world-class service from your company, so it’s vital that every employee provides excellent service to win and keep their business — regardless of their role. AI-powered Customer Service Tools. Self-service, not “no service.”

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

FEBRUARY 27, 2017

Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Customers do want quick automated service, until they need to talk to a person. Then the company should give the customer easy access to a live customer service agent.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

DECEMBER 30, 2019

Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani. ITProPortal) Tips for brands looking to embrace AI-driven customer service. Remember… a good CX can be some of your best marketing! Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

CSM Magazine

FEBRUARY 7, 2020

In the lending business, your customer service must focus on the person wishing to borrow money from you. Customers also expect all businesses to provide them with multiple channels of communication. Over 50% of respondents said their interaction with chatbots and FAQs was disappointing. Invest in People.

Omni-Channel 52

Omni-Channel Customer Service Banking Financial 52

ShepHyken

NOVEMBER 13, 2017

(CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement. One of the ways of achieving this is by adopting a customer-centric organizational culture.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

ShepHyken

JUNE 5, 2023

How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl (Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. I’ve always preached that the website is built by people to be used by people.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

APRIL 10, 2023

Customers interact with companies in a dizzying array of places. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. It is a way to gain insight from customers and an advantage over your competition. Chatbots: Should you waste your time? by Neal Dlin.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17