ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. It answers the question, “If customer service were a fruit, what fruit would it be, and why?”

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

JUNE 3, 2019

Customers are getting survey fatigue. So, the right types of questions can go a long way in getting your customers to share their feedback. Why The Most Trusted Brands Will Also Be The Most Successful by Aarron Spinley. More importantly, do your customers trust you? Too many questions – and too many surveys!

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

ShepHyken

APRIL 1, 2019

How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report by Sarah Patterson. Salesforce) Today, we’re releasing a new research report that shows just how trends in customer service are evolving in this hypercompetitive customer landscape.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

MARCH 3, 2019

This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. The future is here, and the customer experience is better because of it. Some companies do this better than others.

Customer Service 95

Customer Service Omni-Channel Customer Retention Case Study 95

ShepHyken

OCTOBER 7, 2019

6 of the Best Ways to Improve Customer Experience [Infographic] by Gaurav Sharma. Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Infographics Customer Centricity Social Media 113

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

OCTOBER 21, 2019

(Forbes) Here’s the little secret that business leaders don’t like to discuss: many of them aren’t sold on the idea that a great customer experience actually pays off. My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. Note: Email is not dead!)

Customer Service 79

Customer Service eBook B2B CRM 79

ShepHyken

JUNE 10, 2019

We examine their customer experience strategies using five evaluation categories. My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

ShepHyken

SEPTEMBER 16, 2019

Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover. Brands like Nike have been successful in understanding their customers over the years to create enhanced and seamless experiences. Follow on Twitter: @Hyken.

Airlines 100

Airlines Customer Service Automotive Omni-Channel 100

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

NOVEMBER 25, 2019

(Outsystems) CX refers to the ongoing relationship between a customer and your company. Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 116

Customer Service Culture Trends Touchpoint 116

ShepHyken

JUNE 17, 2019

If you get a positive comment from a customer, is there a way to have every customer experience that – ever y time? Why Giving Back Increases Brand Loyalty by Nikki Carlson. Forbes) Appeal to more customers, encourage lifelong brand loyalty and do a little good with a smart corporate giving program.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. SMartBrief) How you make customers feel often influences them far more than you might realize. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Ecommerce Retail Tips 74

ShepHyken

JULY 15, 2019

My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

DECEMBER 30, 2019

Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani. ITProPortal) Tips for brands looking to embrace AI-driven customer service. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 62

Customer Service Retail Ecommerce Trends 62

ShepHyken

DECEMBER 23, 2019

(MarTech Advisor) The customer journey is no longer confined to the process of completing a transaction. It spans the journey from the moment when a prospect hears about your brand until they become your customer and it goes well beyond that. My Comment: Another list of 20 for 2020 – and a good one!

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

OCTOBER 28, 2019

Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt. CMSWire) Forrester’s 2019 CX Index found that most loyalty programs are ineffective. This, at a time as the company notes, when “it costs 500% more to acquire a new customer than to retain a current one.” Follow on Twitter: @Hyken.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. My Comment: If you want to ruin your customer’s experience, here are five ways to do it.

Customer Service 102

Customer Service Hotels Hospitality Government 102

ShepHyken

SEPTEMBER 9, 2019

Regardless, a good outsourced customer service organization can be an amazing partner to the company. A customer shouldn’t notice a difference. It should be a seamless brand experience. Why could a company benefit from outsourcing their service? So, let’s assume the outsourced department is really good.

Customer Service 95

Customer Service Loyalty Programs Loyalty Rewards Programs 95

ShepHyken

APRIL 22, 2019

And, it isn’t surprising that success appears to start on the inside with a high level of customer engagement. 10 Fresh Examples Of Customer Experience Innovation by Blake Morgan. Forbes) Here are 10 fresh examples of CX innovation from brands that aren’t afraid to think outside the box to serve customers.

Self Service 77

Self Service Customer Service Competitive Advantage Case Study 77

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. What would it cost to lose 10% of your customers?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

JANUARY 21, 2019

Excellence in Service by Copperberg. Copperberg) We’ve put together a brand new eBook with Shep Hyken looking at Excellence in Service! (My My Comment) Last year I flew to Amsterdam to speak on customer service at an industry conference. Top Five Bonus. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service eBook Case Study Social Media 70

ShepHyken

DECEMBER 31, 2018

19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. by Puneet Mehta.

Customer Service 98

Customer Service Touchpoint Customer Centricity Customer Service Training 98

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. But customer service?

Customer Service 93

Customer Service Fashion Customer Satisfaction Customer Service Training 93

ShepHyken

MAY 15, 2019

The first couple of paragraphs sum it up: Hey Shep, We’re emailing to let you know that as of May 13, 2019, we will be increasing the price of each Executive cassette by $1. Second, their style was casual, which is in alignment with their brand. After all, it is the Dollar Shave Club. Not the Dollar Shave Store. Clubs have members.)

Customer Service Training 115

Customer Service Training Customer Service Training Customer Focused 115

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. How the leader in the cockpit builds a brand by Alaina Love. How to improve customer experience: 2019 trends, strategy, & examples by David Peralta. Here are my top five picks from last week.

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

OCTOBER 18, 2021

Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson. And the way our customers are expecting to make payments will change at the same time. Certain industries were hit hard.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

NOVEMBER 12, 2018

What the modern gig economy is doing to customer experience by Dr. Chris Baumann. From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave.

Customer Service 91

Customer Service Effort Score Customer Service Training Marketing 91

ShepHyken

JANUARY 6, 2020

8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study. You may be surprised at how you can improve, even if ever so slightly, the customer’s experience.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

FEBRUARY 24, 2020

Once again, it’s the service that is helping to drive their loyalty. While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study. Customers Flock To Brands That Display Exceptional Customer Service by Athina Mallis.

Customer Service 105

Customer Service Exceptional Customer Service Retail Ecommerce 105

ShepHyken

DECEMBER 17, 2018

(Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year.

Customer Service 79

Customer Service Trends Customer Care Case Study 79

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

OCTOBER 14, 2019

Dan Gingiss shares the Six Customer Service Tenets that Amazon posts in its offices and shares some commentary about each one. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Lose It!)

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

ShepHyken

SEPTEMBER 30, 2019

(GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Contact Center eBook NPS 17