ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

Customer Service 127

Customer Service Chatbots Customer Service Training NPS 127

ShepHyken

AUGUST 17, 2020

(Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word. 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

Customer Service 93

Customer Service Retail Competitive Advantage Loyalty 93

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

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. 2020 Predictions For Marketing And Customer Experience by Mark Floisand. This works for virtually any business.

Customer Service 106

Customer Service Exceptional Customer Service Retail Ecommerce 106

ShepHyken

FEBRUARY 10, 2020

The author gives us a little history and some current insights into what we need to do in the digital age of customer service. The Website Group) Read on for a list of 10 marketing techniques that Apple has used to build one of the most well-known brands in the world! My Comment: How do you increase customer retention?

Customer Service 106

Customer Service Infographics Customer Retention B2B 106

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

AUGUST 10, 2020

And, even if the focus is on the customer support/care center, most of these are good ideas for anyone who has customers – both internal and external. 7 Strategies for Offering Free Products or Services (Without ‘Buying’ Loyalty) by Ad Age Collective Expert Panel. (Ad They are the ones “in the trenches” and doing the real work.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

Customer Service 62

Customer Service Chatbots Customer Service Training NPS 62

ShepHyken

APRIL 27, 2020

.” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. CustomerThink) While product differentiation and marketing strategies are important, companies that focus on customer experience are poised to win in the long run. Here are five ways to help you get customer-focused.

Customer Service 84

Customer Service Government Hospitality Trends 84

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020!

Customer Service 66

Customer Service Hospitality Virtual Agent Loyalty 66

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

MAY 10, 2021

Customers are enjoying self-service options, so give them what they want. 15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021.

Customer Service 156

Customer Service Net Promoter Score Self Service Knowledge Base 156

ShepHyken

JUNE 8, 2020

7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis by Dwayne Charrington. ProProfs) The good news is that CX experts from big brands are ready to spill the beans with their valuable customer service tips during COVID 19. Solid lessons here to benefit any type of business.

Customer Service 83

Customer Service Tips Connections Customer Service Training 83

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. The challenge for retailers is, how do you create loyal customers?

Customer Service 90

Customer Service Self Service Competitive Advantage Loyalty 90

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 78

Customer Service Chatbots Effort Score Voice of Customer 78

ShepHyken

MAY 11, 2020

Happy employees are your customer experience secret weapon by LogMeIn. VentureBeat) Customer experience has long been predicted to overtake price and product as the key differentiator for brands, and in 2020 companies are on board and investing heavily. My Comment: I share many articles on this topic.

Customer Service 61

Customer Service Innovation Retail Financial 61

ShepHyken

APRIL 6, 2020

(Retail Customer Experience) Below, let’s explore different ways retailers’ content can establish their brand as an expert, build trust, and lead shoppers to purchase. My Comment: A content marketing strategy isn’t just about marketing and getting name or brand recognition. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. How companies can elevate the digital customer experience by Tereza Litsa.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

OCTOBER 12, 2020

My Comment: In my quest to find the best way to create customer loyalty, here is a great article that sets up the importance of going for loyalty followed by four sound strategies. Of course, you want to create a great experience (number four), but you also want to build “equity” with the brand, relationship and value proposition.

Customer Service 80

Customer Service Loyalty Airlines Meeting 80

ShepHyken

JULY 20, 2020

Don’t Make These Common Self-Service Customer Experience Mistakes by Kaya Ismail. CMSWire) We’ve asked industry leaders to weigh in on the importance of self-services and how brands can overcome some common self-service mistakes. My Comment: I love Zappos, which is why I’m including this article.

Self Service 62

Self Service Customer Service Customer Retention Retail 62

ShepHyken

MAY 4, 2020

Customer Experience is the way! At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. ” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be.

Customer Service 96

Customer Service Contact Center Retail B2C 96

ShepHyken

MAY 25, 2020

Four Ways To Deliver Better Customer Experience During The Pandemic by Athina Mallis. WHICH-50) Riccardo Pasto highlighted four key ways brands can deliver better customer experiences through the turbulent times: through empathy, customer value, conducting a CX ecosystem impact analysis, and ongoing communication.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

ShepHyken

MARCH 8, 2021

They build brands. My Comment: Customer Experience (CX) is marketing. Here are 16 members of the Forbes Coaches Council sharing their tips on how to motivate and engage employees to create a better experience for customers. My Comment: Want to learn customer service from the best? It’s that simple.

Customer Service 141

Customer Service Hospitality Airlines Infographics 141

ShepHyken

MARCH 23, 2020

(CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand. Follow on Twitter: @Hyken.

Customer Service 71

Customer Service Loyalty Programs Customer Service Training Tips 71

ShepHyken

MARCH 30, 2020

Brand trust significantly affects price sensitivity. If you want a strong, enduring, loyal relationship with a customer, you build trust. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Four Marketing Actions For Navigating In Troubled Times by Larry Light.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80

ShepHyken

MARCH 16, 2020

Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are ten strategies to adopt if you want your customers to be loyal to your brand. The challenge for retailers is, how do you create loyal customers?

Customer Service 62

Customer Service Self Service Competitive Advantage Loyalty 62

ShepHyken

MARCH 23, 2020

(CustomerThink) A significant amount of your interactions with customers will take place via email. Whenever customers receive an automatic welcome email or a purchase confirmation, you’re building their experience with your brand. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Programs Customer Service Training Tips 48

ShepHyken

OCTOBER 21, 2019

My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. This article has one of my favorite stats, which is how companies focused on CX not only substantially outperformed the market, but also outperform CX laggards by almost three times! Well, they do.

Customer Service 79

Customer Service eBook B2B CRM 79

ShepHyken

DECEMBER 23, 2019

Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe in 2020. Crystal Ball Time!

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

APRIL 20, 2020

This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Give Customers What They Want: 11 Tips On How To Listen Effectively by Young Entrepreneur Council. Forbes) Today’s consumers demand transparency and honesty from brands they buy from.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten.

Customer Service 98

Customer Service Self Service B2B Retail 98

ShepHyken

DECEMBER 30, 2019

Customer experience trends to watch out for in 2020 by Mahir Prasad. ClickZ) OpenText’s Nali Giliana highlights five key trends that will influence customer experience in 2020. Good, the Bot and the Customer Experience: Five tips for brands looking to embrace AI-driven customer service by Arun Mani.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

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 114

Customer Service Infographics Customer Centricity Social Media 114

ShepHyken

JANUARY 31, 2022

(TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

MARCH 3, 2019

How the Internet of Things is Changing Customer Service b y Alan Finlay. Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. My Comment: The Internet of Things (IoT) is positively impacting the customer experience. Some companies do this better than others.

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96