InMoment XI

MAY 2, 2016

View Article This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

Automotive 266

Automotive Study Loyalty Customers 266

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 55

Customer Service Retail Consumers Metrics 55

BlueOcean

JUNE 29, 2016

And over the years, we’ve used that expertise not only to deliver outstanding service to our clients, but also to publish hundreds of articles to give you the answers you need when faced with various contact center challenges and opportunities. Download our 2016 Contact Center Buyer’s Guide here.

Contact Center 120

Contact Center eBook Call Center Strategy 120

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Here are my top five picks from last week. I hope not.)

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

InMoment XI

MAY 2, 2016

View Article. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study. Customers were asked about their vehicle service behaviors and vehicle repurchase behaviors since.

Automotive 200

Automotive Study Loyalty Customers 200

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article looks at the internal customer and the process behind delivering better internal service. Read this article to find out how.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article proves that point. This article has some great ideas on how to leverage both positive and negative reviews. Get ready to smile.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article features some of the brilliance of Jeanne Bliss, a rock star in the customer experience world. Great article! by Kushal Dev.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start with a very short article from business guru, Seth Godin. Also, this article isn’t just for the B2C world.

Customer Service 77

Customer Service Retail B2B B2C 77

InMoment XI

APRIL 29, 2016

View Article. This year’s conference energized a record number of attendees with insights, connections, and tools for building and extending CX programs that deliver hard business results. Did you miss the conference? Here’s a quick recap of what we experienced.

Conference 200

Conference Connections Tools Customer Experience 200

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The four tips he shares in this article are common sense – almost basic – but I’m surprised how many companies struggle in these areas.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

InMoment XI

JUNE 20, 2017

Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful. View Article

Survey 324

Survey Customer Service Company Customers 324

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article is essential reading for anyone in leadership and management. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

The DiJulius Group

JANUARY 4, 2017

In case you missed them, the 10 most popular eServices of 2016 were the following. I suggest printing them out, reading and sharing them with your management team. Things You Don’t Want To Shop To The Lowest Bidder There are certain things in life that you don’t want to price shop, look for discounts […].

Customer Service 45

Customer Service Customers Management Customer Service Training 45

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Here are my top five picks from last week.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Some of the trends discussed in this article may seem obvious, while others may seem a little more obscure. The ComScore report also states that in 2016, mobile search queries will outnumber those made from a PC by more than 27.8

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

InMoment XI

FEBRUARY 4, 2020

Swaying The “Swing” States In 2016, the United States held its last Presidential Election. View Article. It was a hotly contested election and lines were drawn between “Red” and “Blue” States, and then there were the “Swing” states. I happened to be working in the MaritzCX office in Toledo, Ohio in October of that year.

200

200

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You get a fun article that will motivate you to be more successful in business. (As Here are my top five picks from last week. I’m from St.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. What happened?

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent article makes the argument that managing the customer’s experience may not always be about exceeding their expectations.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article lists 45 ways to push down your “customer churn rate.” Keep this article nearby and refer to it often. Read this article.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Check out this article that expand on this information and more. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Here are my top five picks from last week.

Customer Service 0

Customer Service Chatbots Culture Tips 0

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article shows how customer experience and marketing can tie into a game. Then read this article. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers.

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 48

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. can benefit from reading this article. This article has some good suggestions on how to exactly that. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has a number of excellent ideas to help ensure that your customer service email strategy is successful. My Comment: Here is a bonus article. (So,

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article is a great “state of the industry” for what is happening in the contact and support center industry. Here are my top five picks from last week.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article has three very simple, yet powerful concepts to help improve any company’s customer experience. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This short article has four great tips that anyone or any company can use. Read this article to find out. by Phil Goldstein.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. “Oh This article is not about how a company gives better service with a smile, but how a customer gets better service with a smile. by Ian Golding.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

InMoment XI

NOVEMBER 9, 2018

According to the 2016 CXEvolution study by MaritzCX, “customer-centric companies are three times more successful at driving significant financial improvement and. View Article. Companies often focus solely on customer experience, forgetting the actual driver for an excellent customer journey – their employees.

Customer Experience 200

Customer Experience Feedback Tips Customer Centricity 200

InMoment XI

OCTOBER 16, 2018

However, in 2016, TELUS’ CX program was fragmented. View Article. They are also the fastest growing national telecom. They set to work and less than 18 months later, they turned their CX program around and saved $1 million year-over-year which resulted in a 100 percent volume increase in feedback.

Healthcare 200

Healthcare Feedback 200