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 96

Customer Service ROI Customer Service Training CRM 96

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. Follow on Twitter: @Hyken.

Customer Service 118

Customer Service Customer Success Customer Service Training Measurement 118

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 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

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. Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Loyalty Customer Centricity Customer Service Training 113

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 97

Social Media Customer Service Customer Care Insurance 97

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.

Customer Journeys 99

Customer Journeys Customer Service B2B Social Media 99

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 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

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 94

Customer Service Omni-Channel Customer Retention Case Study 94

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 110

Customer Service Survey Case Study Training 110

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.

Customer Service 86

Customer Service Self Service Chatbots Retail 86

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 87

Customer Service Guest Experience B2B B2C 87

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 89

Customer Service Customer Centricity Retail Leadership 89

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. Follow on Twitter: @Hyken.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

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 60

Customer Service Retail Ecommerce Trends 60

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. Follow on Twitter: @Hyken.

Customer Service 115

Customer Service Culture Trends Touchpoint 115

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. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service e-support Guidelines Social Media 99

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. Follow on Twitter: @Hyken.

Customer Service 100

Customer Service eBook Trends Tips 100

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. Follow on Twitter: @Hyken.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

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. Follow on Twitter: @Hyken.

Customer Service 113

Customer Service Poor Customer Service Tips Hotels 113

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. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

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. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Hotels Hospitality Government 101

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. Follow on Twitter: @Hyken.

Customer Service 108

Customer Service Call Center Feedback Culture 108

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. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Ecommerce Retail Tips 72

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. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Conference Employee Experience Customer Service Training 84

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. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Loyalty Programs Loyalty Rewards Programs 94

ShepHyken

APRIL 22, 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.

Self Service 76

Self Service Customer Service Competitive Advantage Case Study 76

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

FEBRUARY 11, 2019

When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.). 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. A great reminder that the best customer-focused companies recognize that it starts inside with a focus on employees.

Net Promoter Score 57

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 57

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

JANUARY 21, 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 69

Customer Service eBook Case Study Social Media 69

ShepHyken

DECEMBER 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. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

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. It’s time to build some bridges.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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 96

Customer Service Touchpoint Customer Centricity Customer Service Training 96

ShepHyken

DECEMBER 3, 2018

How to improve customer experience: 2019 trends, strategy, & examples by David Peralta. Hotjar) We recently asked 2,000 customer experience (CX) professionals about the state of their company’s customer experience strategies, methods, goals, and obstacles. This is worth taking the time to read… more than once.

Customer Service 102

Customer Service Retail Airlines Social Media 102

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. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. After all, it is the Dollar Shave Club.

Customer Service Training 113

Customer Service Training Customer Service Training Customer Focused 113

ShepHyken

DECEMBER 10, 2018

Whether that is the case or not, these phrases are sure to help customers feel appreciated and heard. Startup right in 2019: how to set up your customer experience for success by Zendesk. But customer service? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 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