ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

SEPTEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism. 24/7 Wall St.)

Customer Service 83

Customer Service Automotive Metrics Loyalty 83

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. This is a typical story that represents their values and the commitment they have to their customers. . 10 Innovative Ways to Excite Your Customers by Deep Patel. Here are my top five picks from last week.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together. So, think about it.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Gartner Reveals Three Customer Experience Myths. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. Here are my top five picks from last week.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Tiffany is right!

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. The end result is that the technology allows employees to spend more time taking care of the customer.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Here are my top five picks from last week.

Customer Service 62

Customer Service Retail Ecommerce Trends 62

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Have you noticed?

Customer Service 98

Customer Service Entertainment Trends Social Media 98

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. Those resources are: Product demos.

Case Study 82

Case Study ROI B2B Study 82

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Mary Poppen.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Innovative CX

JUNE 13, 2019

According to the US Small Business Administration, in 2018, 30.2 There are numerous ways for small businesses to improve their customer experience that are inexpensive and effective. Here are a few suggestions: · Declare your CX culture – All organizations want to be customer focused and many have it in their mission statements.

Customer Journeys 40

Customer Journeys Social Media Culture Resources 40

One Millimeter Mindset

NOVEMBER 28, 2018

Now through November 27, 2018. And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Yet everyone will tell you they are working on behalf of the customer.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days. Being agile.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

ShepHyken

SEPTEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. How AI, Machine Learning And Other Disruptive Trends Are Defining The Future Of Customer Service by Julian Mitchell.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

ChurnZero

MARCH 3, 2020

In 2018 SaaStr brought their event overseas to Paris for their inaugural SaaStr Europa and in 2019 they had more than 2,000 SaaS leaders and founders attend to experience an immersive two-day event of content and networking. Technology & Services World Date: October 21 – 23, 2020 Location: Las Vegas, NV.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Wootric CX Blog

DECEMBER 9, 2020

The truth is that creating a customer-first model at your company is not as simple as introducing a piece of technology and calling it a day — you need to produce a cultural shift. . Before you run screaming to the woods, we promise you that creating CX-focused culture is doable! Perfect, let’s do it tomorrow, right?!

Banking 52

Banking How To Effort Score Culture 52

ClientSuccess

AUGUST 30, 2018

As we’re less than two weeks away from the 2018 CS100 Summit , we’re reflecting on some of the amazing messages we’ve heard over the years. Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical.

Leadership 40

Leadership Customer Success eBook Culture 40

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. She also led a global team of Customer Success Managers critical to Citrix’s transformation to Cloud.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Verint

DECEMBER 15, 2017

In 2018, the contact center industry will be all about automation. The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry.

Management 29

Management Contact Center Call Recording Employee Engagement 29

Wootric CX Blog

JUNE 13, 2019

But, when it comes down to it, you still aren’t exactly sure if your efforts are paying off for the customer—or for your business. Don’t worry, you’re not alone: According to a 2018 report from CustomerThink , only 30% of brands report experiencing enhanced differentiation or any other tangible benefit from their CX-related initiatives.

Customer Experience 69

Customer Experience Communication CEM Data 69

SurveySensum

JULY 14, 2020

Founder of Customer Experience Consultancy, Ian Golding is a renowned Blogger, Writer, Speaker, and Customer Experience Educator. He is the first CX professional to become an Authorized Resource and Training Provider for the CCXP accreditation. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. CX Technology Stack. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. Text Analytics. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. CX Technology Stack. Discover the best tools to improve your customer experience. As of 2018, prices range from $0.023 to $0.0405 per Gb per month for the first 50 terabytes of data. by Sam Frampton. Text Analytics. Chattermill.

Technology 40

Technology Customer Experience Consulting Analytics 40

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service.

Customer Service 0

Customer Service Survey Infographics Tips 0

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. The future is now!

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies. Follow on Twitter: @Hyken.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. Here are my top five picks from last week.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84