ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. Here are my top five picks from last week.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. What makes a consumer tick?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. The article quotes a survey that claimed 64% of consumers would switch. Here are my top five picks from last week.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. Consumers may turn to Lyft.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. Here is everything from analyzing the customer’s journey to response/hold times – and much more. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service Sports Tips Customer Service Training 65

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. by Michael Manfredo.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Customer Service 70

Customer Service Customer Centricity Retail Customers 70

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. There will always be things we don’t know about how consumers think.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? The Value Gap a New Blueprint for Customer Expectations by Quinine. It’s when consumers feel like they’ve won the lottery. by Rebecca Bellan.

Customer Service 70

Customer Service Customer Retention Customer Satisfaction Social Media 70

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Here are my top five picks from last week.

Customer Service 75

Customer Service Loyalty Programs Loyalty Sales 75

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. How to Ensure Your Customers Remain Satisfied & Loyal by Olivia Parkinson.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We We knew that!)

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. Here are my top five picks from last week. Here’s How to Cultivate It.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. No doubt these can co-exist and the end result is a better experience for your customers and employees.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

JUNE 20, 2022

Each week I read many customer service and customer experience articles from various resources. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. Consider the example of coffee.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. Customer Brand Preference and Decisions: Gallup’s 70/30 Principle by Ryan Pendell.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician? Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

ShepHyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. My Comment: Gen Z is an important group of consumers (and employees).

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? How much more?

Customer Service 22

Customer Service Customer Retention B2B Study 22

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. by Andrew Reid.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. Here are my top five picks from last week.

Customer Service 13

Customer Service Self Service Retail Airlines 13

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Here’s another customer loyalty strategy: make the customer smarter.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Here are my top five picks from last week.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. In the past two years, digital customer engagement went from being a fun perk to a business critical must-have.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

ShepHyken

NOVEMBER 21, 2022

Each week, I read many customer service and customer experience articles from various resources. Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience. But what if the company doesn’t like the customer? Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Net Promoter Score Government NPS 13

ShepHyken

APRIL 4, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Is DEAD: Now What? CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD! destinationCRM.com) Consumers expect more and trust even less.

Customer Service 73

Customer Service Trends Tips Customer Service Training 73

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. Read to find out.)

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

Each week, I read many customer service and customer experience articles from various resources. ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. Read to find out.)

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62