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

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

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 119

Customer Service Customer Success Customer Service Training Measurement 119

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 100

Customer Journeys Customer Service B2B Social Media 100

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 114

Customer Service Loyalty Customer Centricity Customer Service Training 114

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 92

Chatbots Loyalty Programs Customer Service Return on Investment 92

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

MARCH 18, 2019

CX in 2019: Top Customer Experience Trends to Keep on Your Radar by Gavin James. Beyond The Arc) Based on our years helping companies with customer experience strategy and communications, the Beyond the Arc team shared insights on some top trends to keep on your radar this year. It’s another to properly use that feedback.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

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 87

Customer Service Self Service Chatbots Retail 87

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

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 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

JUNE 10, 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 Survey Case Study Training 111

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 99

Airlines Customer Service Automotive Omni-Channel 99

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 100

Customer Service e-support Guidelines Social Media 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. Follow on Twitter: @Hyken.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

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

NOVEMBER 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 89

Customer Service Customer Centricity Retail Leadership 89

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 109

Customer Service Call Center Feedback Culture 109

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

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

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

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 73

Customer Service Ecommerce Retail Tips 73

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 85

Customer Service Conference Employee Experience Customer Service Training 85

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

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 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 77

Self Service Customer Service Competitive Advantage Case Study 77

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Net Promoter Score 57

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

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

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

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 97

Customer Service Touchpoint Customer Centricity Customer Service Training 97

Michel Falcon Experience

JANUARY 16, 2020

Do you have plans to host a customer journey mapping workshop this year? Is it taking your customers too long to get in touch with your company which negatively impacts sales? When was the last time you updated your company’s customer service training material? Customer Journey Mapping. 2020 and Beyond.

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

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. So what’s a fearless CX champion like you to do?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

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 114

Customer Service Training Customer Service Training Customer Focused 114

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 92

Customer Service Fashion Customer Satisfaction Customer Service Training 92