ShepHyken

JANUARY 14, 2019

Ten top tips for building a customer-driven company in 2019 by cp2experience. cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. Of course you are.

Customer Journeys 94

Customer Journeys Customer Service Sports eBook 94

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. Follow on Twitter: @Hyken.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

ShepHyken

AUGUST 5, 2019

Love this line that in today’s digital world… “Your customers will experience less brick and more click.” The future is digital, but to get customers to emotionally connect, it still takes some human interaction. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah. Follow on Twitter: @Hyken.

Self Service 106

Self Service Customer Service CRM Infographics 106

ShepHyken

JANUARY 28, 2019

It answers the question, “If customer service were a fruit, what fruit would it be, and why?” The State of Bots in 2019: Successes and Failures by Astrid Monge. Second, because it links to Fonolo’s free report, “The Top Contact Center Trends to Watch in 2019.” ” Get ready to smile!

Social Media 98

Social Media Customer Service Customer Care Insurance 98

ShepHyken

AUGUST 12, 2019

So, let’s find out why “everyone” hates customer service. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action.

Customer Service 98

Customer Service ROI Customer Service Training CRM 98

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. My Comment: I like how AI (Artificial Intelligence) has been improving the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. (CMSWire) Artificial intelligence (AI) is here. Follow on Twitter: @Hyken.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

ShepHyken

JUNE 3, 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. The post 5 Top Customer Service Articles for the Week of June 3, 2019 appeared first on Shep Hyken.

Customer Service 117

Customer Service Social Media Survey Customer Confidence 117

ShepHyken

FEBRUARY 4, 2019

With that thought planted in your mind, it goes on to cover several ideas on how to use AI to get closer to your customer and deliver a CX that they want and need (“even before they realize it themselves”). The 75 Customer Service Statistics You Need to Know in 2019 and Beyond by Reuben Yonatan.

Customer Service 86

Customer Service B2B Infographics Entertainment 86

ShepHyken

JULY 29, 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. The post 5 Top Customer Service Articles for the Week of July 29, 2019 appeared first on Shep Hyken.

Customer Service 120

Customer Service Customer Success Customer Service Training Measurement 120

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. CustExp – Customer Experience. here are the top 10: #AI - Artificial Intelligence. DataScience.

Conference 66

Conference Leadership Culture Customer Centricity 66

ShepHyken

OCTOBER 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. The post 5 Top Customer Service Articles for the Week of October 7, 2019 appeared first on Shep Hyken.

Customer Service 113

Customer Service Infographics Customer Centricity Social Media 113

ShepHyken

MAY 12, 2019

Should chat-bots replace humans for customer support? Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. Follow on Twitter: @Hyken.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

ShepHyken

MAY 6, 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. The post 5 Top Customer Service Articles for the Week of May 6, 2019 appeared first on Shep Hyken.

Customer Service 115

Customer Service Loyalty Customer Centricity Customer Service Training 115

ShepHyken

MARCH 3, 2019

(Tru Rating) We caught-up with Shep shortly after the publication of his latest book The Convenience Revolution , to find out why making life easy for the customer, is where businesses really need to be paying attention in 2019. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 95

Customer Service Omni-Channel Customer Retention Case Study 95

ShepHyken

JUNE 10, 2019

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. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Survey Case Study Training 112

ShepHyken

APRIL 15, 2019

What is the future of customer service? Quora) The funny thing about customer service is that it’s not really changing that much. In 2019, customer service is still about listening, reacting, helping and being friendly. The only thing that is changing with customer support is technology. by Anastasiia Khlystova.

Customer Service 88

Customer Service Self Service Chatbots Retail 88

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. Follow on Twitter: @Hyken.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

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. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service eBook B2B CRM 79

ClientSuccess

DECEMBER 4, 2018

What better time than now to take a minute to review what worked from the past year, determine where changes could be implemented, and lay out some strategic goals for 2019? Customer success is a rapidly growing industry and trends come and go quickly. Here is a great eBook and guide for building your customer success KPIs.

Customer Success 63

Customer Success eBook Culture Meeting 63

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

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

NobelBiz

FEBRUARY 15, 2019

Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass.

Contact Center 69

Contact Center Meeting Management Telecommunications 69

ShepHyken

JULY 15, 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. The post 5 Top Customer Service Articles for the Week of July 15, 2019 appeared first on Shep Hyken.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

SEPTEMBER 16, 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. The post 5 Top Customer Service Articles for the Week of September 16, 2019 appeared first on Shep Hyken.

Airlines 100

Airlines Customer Service Automotive Omni-Channel 100

ShepHyken

DECEMBER 23, 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. The post 5 Top Customer Service Articles for the Week of December 23, 2019 appeared first on Shep Hyken.

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

JUNE 24, 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. The post 5 Top Customer Service Articles for the Week of June 24, 2019 appeared first on Shep Hyken.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

ShepHyken

MARCH 11, 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. The post 5 Top Customer Service Articles for the Week of March 11, 2019 appeared first on Shep Hyken.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ShepHyken

NOVEMBER 25, 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. The post 5 Top Customer Service Articles for the Week of November 25, 2019 appeared first on Shep Hyken.

Customer Service 116

Customer Service Culture Trends Touchpoint 116

ShepHyken

MAY 27, 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. The post 5 Top Customer Service Articles for the Week of May 27, 2019 appeared first on Shep Hyken.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

JUNE 17, 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. The post 5 Top Customer Service Articles for the Week of June 17, 2019 appeared first on Shep Hyken.

Customer Service 110

Customer Service Call Center Feedback Culture 110

ShepHyken

APRIL 8, 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. The post 5 Top Customer Service Articles for the Week of April 8, 2019 appeared first on Shep Hyken.

Customer Service 102

Customer Service Hotels Hospitality Government 102

ShepHyken

DECEMBER 30, 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. The post 5 Top Customer Service Articles for the Week of December 30, 2019 appeared first on Shep Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

ShepHyken

SEPTEMBER 9, 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. The post 5 Top Customer Service Articles for the Week of September 9, 2019 appeared first on Shep Hyken.

Customer Service 95

Customer Service Loyalty Programs Loyalty Rewards Programs 95

ShepHyken

NOVEMBER 4, 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. The post 5 Top Customer Service Articles for the Week of November 4, 2019 appeared first on Shep Hyken.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

SEPTEMBER 2, 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. The post 5 Top Customer Service Articles for the Week of September 2, 2019 appeared first on Shep Hyken.

Customer Service 86

Customer Service Conference Employee Experience Customer Service Training 86

ShepHyken

NOVEMBER 18, 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. The post 5 Top Customer Service Articles for the Week of November 18, 2019 appeared first on Shep Hyken.

Customer Service 74

Customer Service Ecommerce Retail Tips 74