Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Head of Customer Success. Christina Kosmowski.

Customer Success 77

Customer Success Meeting Lifetime Customer Consulting 77

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

Customer Service 93

Customer Service Social Media Tips Trends 93

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. My Comment: How do you deliver a better customer experience? Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

SEPTEMBER 24, 2018

(CX360Service) In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. HubSpot) If happy customers, steady growth, and a clean conscience sound good to you, you might like HubSpot’s Customer Code.

Customer Service 88

Customer Service Contact Center B2B Guest Experience 88

SurveyGizmo

DECEMBER 13, 2017

With the new year ahead, there is no better time than now to start discussing 2018 customer experience predictions. While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. .

Customer Experience 58

Customer Experience e-support Customers Study 58

ShepHyken

APRIL 9, 2018

(HubSpot) If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken: In our research, we found that 63% of people don’t realize they’re already using AI technologies. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

ShepHyken

SEPTEMBER 3, 2018

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. My Comment: Are chatbots good or bad for customer service? You already know them, but are you doing them? Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

DECEMBER 17, 2018

(CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

SEPTEMBER 17, 2018

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. My Comment: Which brands are the leaders in customer loyalty? Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick. (24/7

Customer Service 83

Customer Service Automotive Metrics Loyalty 83

ShepHyken

JULY 9, 2018

Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. RingCentral) UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ShepHyken

MARCH 26, 2018

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. Entrepreneur) Excited and engaged customers bring in 23 percent more profits. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

MAY 21, 2018

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. My Comment: Starbucks is a leader in customer service and experience. But will it work? Follow on Twitter: @Hyken.

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.

Customer Experience Management 40

Customer Experience Management Trends Customer Experience Management 40

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Download Now.

Contact Center 102

Contact Center Entertainment eBook Culture 102

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Retail Tips 83

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. Head of Customer Success. Christina Kosmowski.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

ShepHyken

JUNE 25, 2018

Gartner Reveals Three Customer Experience Myths. WHICH-50) Speaking at the Gartner Customer Experience and Technologies Summit in Sydney, Thompson busted three customer experience myths and argued industry leaders are successfully ignoring some of the strategies that have become synonymous with customer experience.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

FEBRUARY 12, 2018

This past week he shared three really cool technologies that are being used to create better and unique customer experiences. From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. My Comment: Domino’s pizza has a simple business, right?

Customer Service 69

Customer Service B2B B2C Innovation 69

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018. Most tech is merely an enabler.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

ShepHyken

APRIL 30, 2018

He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JULY 23, 2018

It’s called geolocation, and businesses are using it to give their customers personalized offers. Very cool technology that’s starting to catch on. Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) Is it a coincidence this happened? Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Banking Chatbots Loyalty 69

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. The post One Millimeter Mindset™ 2018 Collaborative Storytelling Blog Review appeared first on Babette Ten Haken. is available on Amazon.com.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

ShepHyken

AUGUST 27, 2018

What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. My Comment: What will the future – at least in 2020 – of customer experience look like? Tiffany is right!

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 0

Customer Service Survey Infographics Tips 0

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. Great examples and I’m sure you’ll be surprised by a few of the ways these brands are embracing AI and technology. Or does it?

Customer Service 48

Customer Service Infographics Retail Tips 48

Bizagi

FEBRUARY 1, 2019

We all know it has become imperative to embrace the latest technologies like IoT and RPA if you want to be a leader in your field. Existing transactional ERP and customer-focused platforms incorporate their own local process-centric tooling. Bizagi can help by offering a wrap-around solution to legacy organizations.

Analytics 40

Analytics Interaction Technology Trends 40

ShepHyken

MARCH 12, 2018

McDonald’s continues to improve the system, this time with more technology, to create not just a better customer experience, but also one for employe es. The end result is that the technology allows employees to spend more time taking care of the customer. Done right, the investment into CX pays big.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

Hero Digital

DECEMBER 11, 2018

A great example of leveraging customer curiosity is The North Face’s new “retail lab” that opened this year in Brooklyn. Some marketing involves shame tactics that imply that customers aren’t good enough and that a certain brand’s is the only way to achieve success, happiness, and self-esteem.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Alida

FEBRUARY 22, 2017

The race towards customer-centricity is driving some the biggest trends in business technology. The customer relationship management (CRM) market, for instance, reached $26.3 billion in market value by 2018. The race towards customer-centricity is driving some the biggest trends in business technology.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ShepHyken

NOVEMBER 18, 2020

Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it.

Loyalty 141

Loyalty Self Service Customer Service Training Tips 141

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. Jeff shares ways on how you can utilize virtual reality technology to enhance the customer’s experience.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

TechSee

APRIL 10, 2019

The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

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. Follow on Twitter: @Hyken.

Customer Service 62

Customer Service Retail Ecommerce Trends 62