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

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

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

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

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! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What were your favorite articles from 2016?

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

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

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

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. Want Customer Loyalty?

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

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 I call them customer loyalty killers. 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

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. Customer Loyalty: Obligation or Happy Marriage?

Social Media 48

Social Media Customer Service Customer Service Training Culture 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. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. can benefit from reading this article. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 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

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

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

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

APRIL 3, 2017

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. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Here are my top five picks from last week.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

CSM Magazine

MAY 23, 2016

The annual survey gauged the views of global leaders – across all major industries – within customer experience, service, insight, digital and marketing, on the changes that will be defining the industry in 2016. Download The Global State of Customer Experience 2016 here. About the Author.

Customer Experience 56

Customer Experience ROI Trends CRM 56

CSM Magazine

MARCH 18, 2024

This extensive resource hub provides informative guides, practical downloads, training resources and insightful articles. Alongside reducing the risk of harm and complaint handling, actions increase customer loyalty and business reputation.

Training 52

Training Government Financial Resources 52

ShepHyken

JANUARY 30, 2017

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. Interakt) In today’s article, I’m going to tell you the exact 5 rare characteristics to look for in a great customer service rep. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Companies will recognize this opportunity and dramatically increase their focus on emotion in 2016. Effort Metric Expanding.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Smith+co CX

JANUARY 21, 2016

I know I don’t just speak for myself when I say it’s good to see the back of those sleep-inducing articles that start with “Five predictions for 2016” and “2016 the year of the blah blah blah”. Some of the articles are so crass they may as well be predicting a rise in the oxygen in-take from the human race in the year ahead.

Social Media 28

Social Media Advertising Brand Values Brands 28

Currency Alliance

OCTOBER 11, 2018

Countless articles have been written about enhancing the hotel customer experience (CX) with technology. By owning this more complete customer journey, the hotel has the opportunity to deliver better experiences and to earn greater guest loyalty. Restive guests: understanding hospitality loyalty. But there is a bigger story.

Hotels 40

Hotels Hospitality Loyalty Travel 40

Provide Support

MAY 10, 2016

Building Customer Loyalty in the Internet Age. Published in Provide Support Blog , 2016. There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. Read more. © 2003 - 2015 Provide Support LLC. Permalink | No comment.

Loyalty 40

Loyalty Customers Feedback Consumers 40

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). The Findings. So the answers are….

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. in this article, we will look at some great examples that include successful customer-centric companies. Starbucks: efficiency in product feedback and loyalty.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

Quadient

APRIL 24, 2016

Customer Journey Mapping: A brand's GPS to loyalty and advocacy. Sun, 04/24/2016 - 23:00. Take action to understand why the customer hasn’t paid their bill (maybe they’re not to blame, maybe your payment platform is the reason for this – see article about RBS which discovered that their application process wasn’t mobile optimized). .

Customer Journeys 52

Customer Journeys Loyalty Brands Roadmap 52

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years.

Industry 100

Industry Customer Experience Loyalty Customers 100

Michelli Experience

APRIL 14, 2017

According to Bruce Temkin’s 2016 study , after a positive emotional experience, customers are 15 times more likely to recommend a company. These emotions lead to loyalty, advocacy, and love. About the author: This article first appeared on Thematic. 15 times more likely ! That’s a huge difference.

Analysis 223

Analysis Feedback Effort Score NPS 223

Beyond Philosophy

JUNE 22, 2017

In my latest book, The Intuitive Customer , (Palgrave Macmillan, 2016), co-authored by Professor Ryan Hamilton of Emory University, we explain the psychological concepts that influence this anatomy, from how we make decisions to how we find shortcuts to save energy to how memories of an experience are formed, among others.

Exercises 161

Exercises Interaction Loyalty Customer Experience 161

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Michelli Experience

MARCH 15, 2017

Just recently Ad Age ran an article with the headline There’s a Clear Winner in Beverages: Bottled Water Tops Soda. The article went on to note: “Industry tracker Beverage Marketing Corp. So, that was what I wrote in 2011 and we all know iPods gave way to streaming audio and smartphones, but how has bottled water done?

Trends 230

Trends Brands Sales Course 230

Innovative CX

NOVEMBER 17, 2021

A survey conducted in 2016 found that 87% of consumers disliked something about the dealership experience when buying a car. A recent article in Forbes Wheels by Alex Kwanten states, “Consulting firm Deloitte’s 2021 Global Automotive Consumer Study found that 71% of American consumers still want to buy in person.

Automotive 52

Automotive Consumers Loyalty Study 52

CX Journey

JULY 12, 2016

It was touted as the one number on which you need to focus; the one number that determined loyalty; the one number to help you grow; the one number that was tied directly to profitability. Keep that in mind.

Net Promoter Score 80

Net Promoter Score Effort Score Metrics NPS 80

CSM Magazine

FEBRUARY 17, 2022

In turn, brands are likely to see demonstrable revenue uplifts and customer loyalty via the rapid adoption of these social media messaging channels is on the rise. Her passion for “customer & client first” combined with her constant drive for innovation led her to co-found Limitless in 2016.

Trends 98

Trends Industry Customer Service Chatbots 98