ShepHyken

NOVEMBER 12, 2018

Predictions 2019: Customer Experience Comes Under Fire by Harley Manning. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index ) scores showing little movement for the third year in a row. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

ShepHyken

FEBRUARY 19, 2018

This article discusses some of the problems and solutions for when your automated service isn’t working. 15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. My Comment: Here are some great stats and facts that support the need for better customer service.

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

DECEMBER 3, 2018

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. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Retail Airlines Social Media 101

ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

e-support 87

e-support Customer Service Loyalty Data 87

ShepHyken

JANUARY 7, 2019

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. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Contact Center Tips Chatbots 98

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. 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.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

ShepHyken

DECEMBER 10, 2018

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. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

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.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

SEPTEMBER 24, 2018

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. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Contact Center B2B Guest Experience 86

ShepHyken

AUGUST 13, 2018

Here are eight ways you can thank your best customers. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

NOVEMBER 19, 2018

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. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Self Service Customer Centricity Video 85

ShepHyken

SEPTEMBER 17, 2018

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. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Automotive Metrics Loyalty 82

ShepHyken

MARCH 26, 2018

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. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

MAY 21, 2018

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. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

SEPTEMBER 3, 2018

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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

NOVEMBER 26, 2018

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. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Airlines Employee Engagement Rewards Programs 80

Comm100

JUNE 19, 2018

It’s always fantastic to hear about organizations putting training and development at the heart of their operations, as many organizations are still only just beginning to understand the importance of the employee experience in delivering great customer experiences. Download Now.

Contact Center 101

Contact Center Entertainment eBook Culture 101

ShepHyken

JUNE 17, 2018

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. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

MARCH 5, 2018

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. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

JUNE 11, 2018

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. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Loyalty Tips Customer Service Training 77

ShepHyken

JUNE 25, 2018

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. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Loyalty Tips Conference 85

ShepHyken

NOVEMBER 5, 2018

.” 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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Airlines Wireless Retail 79

ShepHyken

OCTOBER 8, 2018

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. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Customer Retention Culture Tips 84

ShepHyken

FEBRUARY 26, 2018

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. Follow on Twitter: @Hyken.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

MAY 7, 2018

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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

APRIL 23, 2018

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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

ShepHyken

APRIL 30, 2018

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. Follow on Twitter: @Hyken.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

ShepHyken

JUNE 4, 2018

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. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Airlines CRM Social Media 75

ShepHyken

AUGUST 20, 2018

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. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 27, 2018

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. Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . And here is where the story gets better. .

Sales 123

Sales Customer Service Advertising Customer Service Training 123

ShepHyken

OCTOBER 29, 2018

Matt Dixon shares some of the details behind T-Mobile’s focus on winning back its reputation using customer service as the catalyst. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 103

Net Promoter Score Customer Service NPS Customer Satisfaction 103

ShepHyken

APRIL 2, 2018

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. Follow on Twitter: @Hyken.

Self Service 54

Self Service Customer Service Hospitality Survey 54

ShepHyken

MARCH 12, 2018

Seven Ways Tech Will Change Customer Experience in 2018 by Luke Williams. Inside Small Business) There are seven ways technology will aid companies in creating and taking advantage of compelling experiences for their customers in 2018. Done right, the investment into CX pays big. Follow on Twitter: @Hyken.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. 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. You walk in the store, pick up what you want and walk out.

Loyalty 138

Loyalty Self Service Customer Service Training Tips 138