ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. 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. This grew to 29% by 2018.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

FEBRUARY 8, 2021

Next generation is the new generation in customer experience by Carlos Lopez-Abadia. Fast Company) As we witnessed in the 2009 downturn, if companies react quickly and organize themselves well, there are many opportunities to be gained from this crisis. My Comment: How will customer experience change in the near future?

Customer Service 94

Customer Service Self Service B2B Retail 94

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. remains unchanged since 2009 while inflation reached 6.2% as of 2023 and minimum federal wage of $7.25

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

MARCH 8, 2017

I thought to myself that it would be cool for my brand to own this domain. Well, it was expensive, at least by my standards… unless I wanted to have an asset that would brand me to customer service forever. That made me start thinking of the brands that would love to have their name synonymous with CustomerService.com.

Customer Service 112

Customer Service Banking Customer Service Training Customers 112

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JULY 11, 2022

It’s part of the customer experience. Are you delivering information that adds value to customers and enhances their experience with your brand? The Retention Crisis: Should We Be Treating Employees More Like Customers? 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

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? In the eyes of consumers, the gap between excellent customer service providers and everyone else continues to widen.

Self Service 40

Self Service Trends Customer Service Contact Center 40