ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video. It is amazing!

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

JUNE 25, 2018

(Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. To start with, 64% of consumers say they have avoided a brand because of a bad experience in the last year.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. AI, Personalization and the Internet of Things is just the beginning.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

APRIL 30, 2018

Phone Is King for Customer Experience by Blair Pleasant. (No No Jitter) Recent Five9 survey data shows digital consumers, regardless of age, still want to talk to customer service agents. It’s still the number one way customers connect with the companies they do business with. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

AUGUST 6, 2018

(Acquire.io) The secret to acquiring new customers, offering top notch customer service, and wooing your existing customers to stick to your brand is as simple as understanding consumer behaviors. The author examines some of the psychological triggers to creating a better customer service experience.

Customer Service 67

Customer Service Social Media Culture Tips 67

ShepHyken

JUNE 13, 2022

This grew to 29% by 2018. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. consumers’ perceptions of 221 companies and federal agencies.

Customer Service 68

Customer Service Sports Customer Journeys Government 68

ShepHyken

SEPTEMBER 23, 2019

(Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. My Comment: Chris Elliot is a consumer advocate. At first, I thought this article was written for consumers. billion in 2019 — a 44% increase over 2018.

Customer Journeys 101

Customer Journeys Customer Service B2B Social Media 101

Magellan Solutions

MAY 3, 2022

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Around 3,200 jobs were created in the process on top of the 1,800 jobs created in 2018.

Call Center 81

Call Center Company Telecommunications Banking 81

Eptica

FEBRUARY 19, 2019

Employees on the front line of customer service must have not only the right personality and attitude, but also a consistent knowledge base to be most helpful to the customer. Track the customer experience and find out what your friction points are, and then do your best to eliminate them. Eliminate friction.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

Magellan Solutions

MAY 6, 2020

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Around 3,200 jobs were created in the process on top of the 1,800 jobs created in 2018.

Call Center 52

Call Center Company Telecommunications Banking 52

ShepHyken

AUGUST 20, 2018

Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. Amazon, the leader in convenience, offers a subscription service for a myriad of consumable products. Annual maintenance contracts are a form of a subscription model. Follow on Twitter: @Hyken.

Self Service 81

Self Service Industry Banking Video 81

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

Self Service 40

Self Service Trends Customer Service Contact Center 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 19, 2018

Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. Adweek) Consumers are demanding multichannel options that are easier to use. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Infographics Case Study Loyalty 81

ShepHyken

JULY 9, 2018

(I especially like the first one, which is to treat new customers better than your loyal customers.). Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. And AI is changing the customer experience! Follow on Twitter: @Hyken.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

JULY 2, 2018

Suggestions in the form of short bullet points will have you managing these customers’ experiences like a pro. 3 Ways To Rethink Customer Relationships In The Age Of The Consumer by John Hall. With the advent of the internet and the proliferation of content, consumers are more informed than ever.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

APRIL 9, 2018

Lumoame) How do you make important or day-to-day consumer decisions in your life? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Net Promoter Score 90

Net Promoter Score Loyalty Programs Customer Service Chatbots 90

ShepHyken

OCTOBER 1, 2018

Three Practical Methods To Boost Consumer Experience Marketing by Yan Zhang. Forbes) Over the years, we have explored various ways that companies can break down some of the challenges regarding the overall consumer experience into smaller issues. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

JULY 23, 2018

Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) TNW) The marketplaces that are winning loyalty from today’s consumers are doing it by focusing on reducing customer friction points. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69