Stella Connect

JANUARY 9, 2018

It was developed as a simple, consumer-friendly solution to a familiar problem: the typically inflated cost of luxury bedding. In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Self-Directed Agents.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

InMoment XI

MARCH 11, 2024

A feedback loop, specifically the customer feedback loop, is defined as the process companies use to gather customer feedback and then respond to it by improving some aspect of the business or product. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

APRIL 30, 2024

My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience. As important as convenience is to the customer experience, there is more to “de-complicating” the overall experience. Connect with Shep on LinkedIn.

Entertainment 93

Entertainment Sports Financial ROI 93

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

JUNE 9, 2024

by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products. For this reason, many opt to go for a well-trusted company rather than a newbie in the industry. Here’s how to create tailored experiences that resonate with customers on a deeper level.

Sports 78

Sports Customer Service Travel Loyalty 78

ShepHyken

JUNE 2, 2024

While you may not see anything new, I want to emphasize the third strategy, which is proactive customer service. Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. The example they use is simple.

Customer Service 78

Customer Service Net Promoter Score Chatbots NPS 78

Magellan Solutions

MAY 6, 2020

Companies that outsource call center ops have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. Companies that Outsource Call Center. Utility Sector.

Call Center 52

Call Center Company Telecommunications Banking 52

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. This is one idea every company should consider!

Customer Service 80

Customer Service Government Trends Contact Center 80

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 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . So, what are you doing to create a truly individualized experience for your customers? .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

FEBRUARY 14, 2022

Are You Asking the Right Customer Experience Questions? CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

JUNE 6, 2023

I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. Somebody is paying for it, and it’s usually the consumer. If you like it, the company will begin billing you the following month.

Video 87

Video Advertising Customer Service Training Consumers 87

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Connect with Shep on LinkedIn.

Customer Service 58

Customer Service Retail Consumers Metrics 58

ShepHyken

JULY 19, 2021

Internal Customer Service: What You Must Know by Gabrielle Pickard-Whitehead. Small Business Trends) There are a lot of tips and customer service best practices that can be implemented within a company to develop excellent internal customer service. CRM Buyer) Despite U.S. Follow on Twitter: @Hyken.

Customer Service 146

Customer Service Chief Customer Officer Contact Center Customer Service Training 146

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Something has to change, and the author has given companies and brands some ideas to think about.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

ShepHyken

MARCH 4, 2024

by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.

Customer Service 60

Customer Service B2C B2B Travel 60

ShepHyken

MARCH 31, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Customer Service 83

Customer Service Government B2B B2C 83

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. All five of this week’s articles are focused on customer loyalty.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ShepHyken

FEBRUARY 4, 2024

Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 trillion annually, according to new research by the experience management company Qualtrics. In short, if you provide bad service, be prepared to lose sales/money.

Customer Service 62

Customer Service B2B Loyalty B2C 62

ShepHyken

MAY 26, 2024

And even if you don’t use NPS, some of these ideas cross over into other survey questions you might use to evaluate your company’s customer experience. What Is Ecommerce Customer Experience (CX)? Consumers often believe that inflation is good for business, or that businesses enjoy driving up profits when prices are high.

Net Promoter Score 75

Net Promoter Score Ecommerce Customer Service B2B 75

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. .

Tips 146

Tips Customer Experience Management Return on Investment 146

ShepHyken

MARCH 18, 2024

For years, I’ve said that customers are smarter than ever than ever. They no longer compare you to direct competition but to the best experience they have from any company or brand. While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Customer Service 78

Customer Service Government B2B B2C 78

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. The better the service quality, the stronger the connection will become.

Company 40

Company Customer Service Call Center Telecommunications 40

LiveChat

FEBRUARY 15, 2016

Poor customer experience is more expensive than we think. 78% of consumers won’t make a purchase in your store if they’ve had a bad experience in the past. And, as you can expect, it’s not easy to compensate these customers for it. You’ll learn how The Walt Disney Company hires right people and train them.

Customer Service Training 28

Customer Service Training Training Customer Service Exercises 28

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. So, how well do you know your customers? Consider this: .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

Service Untitled

MAY 6, 2013

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. P PRESENT.

Report 82

Report Consumers Customer Service e-support 82

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

Michel Falcon Experience

JANUARY 16, 2020

I’ve leveraged customer experience strategies within my career for more than ten years now. I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. that’s having a customer experience strategy!

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. First, the answer could have sent Jared on a time-consuming search for the videos.

Video 129

Video Customer Service Training Training Customer Service 129

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. Think about a memorable experience you’ve had with a company. Why does it stand out?

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

FEBRUARY 18, 2024

Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. These are companies who also have significant brand loyalty.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

MARCH 10, 2024

by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

Self Service 78

Self Service Customer Service Airlines Touchpoint 78

ShepHyken

OCTOBER 9, 2023

5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated and empathetic experiences.

Customer Service 64

Customer Service Airlines Consumers Video 64