ShepHyken

JANUARY 4, 2021

Our friends at Oracle CX Marketing asked six experts (myself included) how to create a better customer experience in times of disruption. How to design your business to deliver better customer outcomes by Vala Afshar. 6 Ways to Boost CX in 2021 by Phil Britt. These ideas are brilliant! Follow on Twitter: @Hyken.

Customer Service 146

Customer Service Retail Entertainment Tips 146

ShepHyken

JANUARY 25, 2021

The author focuses on retail, but I see this way of thinking working for just about every type of business. Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. How will CX evolve in 2021?

Customer Service 157

Customer Service Guest Experience Loyalty Programs Hospitality 157

ShepHyken

SEPTEMBER 13, 2021

That’s exactly what a Florida butcher shop did when they took their business that’s open during traditional hours and found a way to take care of their customers 24/7. Consider this article as a launch into a discussion about how to be more convenient for your customers. Here’s what they recommend.

Customer Service 151

Customer Service B2C B2B Customer Retention 151

ShepHyken

JUNE 28, 2021

America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Here is an excellent one by Ricardo Saltz Gulko about reducing customer complexity.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. If repeat customers are gold, loyal customers are platinum.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. How to Calculate Your Customer Retention Rate by Max Freedman.

Customer Service 130

Customer Service Customer Service Training Customer Retention Training 130

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 127

Customer Service Self Service Retail Entertainment 127

ShepHyken

MAY 31, 2021

Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer. (I I bet you’ll find keeping your existing customers is far less expensive than acquiring new ones.). How to Speak Human: Words You Should Never Say to Customers by Joseph Michelli, Ph.D.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

ShepHyken

FEBRUARY 22, 2021

My Comment: Here’s an interesting article that we’ll start with, mainly because I love the opening sentence: “Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are often the most memorable.”

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Measure Your Customer Experience Maturity by Sharon Florentine. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. Digital Experience 2021: What do the CX Experts Say?

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

FEBRUARY 8, 2021

4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. CMSWire) Predicting what will happen in 2021 seems to be a fool’s errand given that the pandemic is still raging — but I’m going to give it a shot. My Comment: How will customer experience change in the near future? Follow on Twitter: @Hyken.

Customer Service 97

Customer Service Self Service B2B Retail 97

ShepHyken

DECEMBER 13, 2021

(Chain Store Age) Customer service can make — or break — the shopping experience. That’s according to reputation experience management company Reputation’s “2021 Retail Reputation Report.” brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

Customer Service 78

Customer Service Social Media Call Center Retail 78

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. This article looks at some reason why with some technical “how to.” Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator.

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

DECEMBER 20, 2021

These “little things” show you care about the customer and are paying attention. Why Current CX Is Broken and How To Fix It by Tim Harnett. CMSWire) The only way to fix CX and give customers the experience they deserve is with a precise blend of Conversational AI and humans. Anyone can focus on managing the “little things.”.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. Same for CX.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Here are ten experts weighing in with their tips and ideas on how to humanize the digital experience. 2021 and Beyond Loyalty Strategy by Retail TouchPoints.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

AUGUST 16, 2021

For example, how hard is it to answer the phone (quickly)? That’s the first tip in a list of 16 tips (actually there’s more) to deliver better customer service. How to Scale Customer Success Without Losing the Human Touch by Tyler Holmes. Top Customer Experience Keynote Speakers for 2021 by Michelle Joyce.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

ShepHyken

NOVEMBER 22, 2021

This article shares some excellent ideas on how to create a better in-store experience that contributes directly to the bottom line. If you can get a customer to your store and manage the experience correctly, you’ll see repeat and loyal business, higher spending per visit and per customer, and more. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Retail Competitive Advantage Tips 85

ShepHyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

ShepHyken

DECEMBER 27, 2021

My Comment: I’m often asked about how to handle negative online reviews. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. If you want to get and keep customers, this list has plenty of good suggestions for you to consider. Thank you, Drew!)

Customer Service 73

Customer Service Tips Fashion Call Center 73

ShepHyken

NOVEMBER 8, 2021

And, even though the title reads “Seven Best Practices to Handle Customer Interactions,” there is much more than just that. You’ll learn about the five stages of a customer interaction cycle, seven types of customer interactions, how to build a customer interaction strategy, and much more.

Customer Service 91

Customer Service Retail Interaction Hospitality 91

ShepHyken

DECEMBER 6, 2021

This excellent article will show you how marketing and CX belong together, and specifically, how content marketing is part of CX. How to Improve Employee Retention by Zoe Leibling. The Instant Group) After the unprecedented challenges of the past two years, around 9 in 10 British employees are on the hunt for a new job in 2021.

Self Service 67

Self Service Customer Service Chatbots Customer Care 67

ShepHyken

NOVEMBER 1, 2021

How to Create a Positive Customer Experience Through Personalization by Greg Chen. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

NOVEMBER 15, 2021

If you’ve struggled with how to measure, or “evaluate” your customer service, here are some ideas to give you some clarity. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss. We just recently presented a program together on how to get the C-Suite to invest in customer service and CX.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

APRIL 12, 2021

When you read it, consider how little breakthroughs can enhance the customer experience. How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 80

Competitive Advantage Customer Service Tips Culture 80

ShepHyken

FEBRUARY 15, 2021

How to Create a Customer Service Plan that Drives ROI by Krishna Charan. FreshDesk) No matter how pathbreaking the product or service is, your company’s customer perception is only as good as the support you offer. Here is an excellent article with a dozen tips. Follow on Twitter: @Hyken.

Customer Service 101

Customer Service Self Service Knowledge Base Guidelines 101

ShepHyken

OCTOBER 18, 2021

You still want to measure the current behavior of the customer. Do they come back, how often, and how much they spend. That information, along with feedback, is a great start to knowing how to create the experience that gets customers to say, “I’ll be back.”. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

ShepHyken

MARCH 1, 2021

My Comment: If eCommerce is part of how you interact and sell to your customers, you’ll want to read this short article featuring five ways to have a better digital experience. Biggest Pitfalls with Customer Service AI…. And How to Avoid Them by Can Ozdoruk. Follow on Twitter: @Hyken.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

DECEMBER 14, 2020

The 6 Top Customer Experience Trends in 2021 by Julien Rio. My Comment: As we end 2020 and head into 2021, there are plenty of experts sharing their predictions and spotting the trends that will help us provide a better CX experience. ” 8 Customer Experience Trends for 2021 by Steven Van Belleghem.

Customer Service 139

Customer Service e-support Ecommerce Trends 139

ShepHyken

DECEMBER 28, 2020

While the article’s title mentions that excellent customer service starts at the top, this article is actually more of how to deliver that experience from the hotel’s perspective. Predictions: 10 Customer experience trends for 2021 by Rosalyn Page. 200 CX Thought Leaders to follow to kickstart 2021 by Engati Team.

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. How to Start a Customer Loyalty Program for Your Small Business by Brandi Marcene.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

NOVEMBER 9, 2020

5 Steps for Improving Your Customer Service Process for 2021 by Ronita Mohan. CustomerThink) We share a step-by-step guide on how to improve the customer service workflow. My Comment: This article goes deep into the customer service process.

Customer Journeys 109

Customer Journeys Customer Service B2C Ecommerce 109

ShepHyken

SEPTEMBER 6, 2021

As the author points out, this is really an article about great customer service, and he shares a number of solid tips on how to do so. I also smiled at his story about the customer who calls him so much, she refers to him as her boyfriend. State of the In-Store Experience [2021] by Bobby Marhamat.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89