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.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

ShepHyken

JANUARY 2, 2023

My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. According to Nielsen Media, as of 2022 there are over half a million brands globally. Here are six big ones.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: True customer loyalty is a gift.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

JULY 17, 2023

10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard (CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. My Comment: Will the ten ways in this article really guarantee customer satisfaction? But this was never really true.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. as of 2023 and minimum federal wage of $7.25

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

Customer Service 62

Customer Service B2B Loyalty B2C 62

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. My Comment: For years, I’ve said customer satisfaction is a rating and customer loyalty is an emotion. Of course, we would love all reviews to be positive.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

FEBRUARY 19, 2023

Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience. To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen (VentureBeat) Do you have a brand you just can’t live without?

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” Connect with Shep on LinkedIn.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. He assembled a list of the 13 most popular customer experience (CX) blogs. What trends can they reveal in consumer behavior? It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Loyalty Programs 78

Loyalty Programs Hotels Customer Service Hospitality 78

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. Thank you, CX Network!)

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

ShepHyken

DECEMBER 26, 2022

Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

JANUARY 16, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

JANUARY 30, 2023

The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. But as global recession looms, 2023 will bring continued uncertainty. Think of it as more of a marathon than a sprint.

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. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience.

Customer Service 12

Customer Service Tips Social Media Consumers 12

ShepHyken

MAY 22, 2023

It involves a range of strategies, tools, and tactics that organizations use to attract, engage, and retain customers. By implementing effective loyalty management practices, brands can better target their audience and offer them the best possible customer experience, rewards, and other benefits, ultimately driving long-term success.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. He assembled a list of the 13 most popular customer experience (CX) blogs. What trends can they reveal in consumer behavior? It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

OCTOBER 16, 2023

The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. Customers who love a product are not only loyal; they’re likely to become advocates for a brand. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. That’s where the contact center comes in.

Customer Service 13

Customer Service Contact Center Retail Omni-Channel 13

ShepHyken

APRIL 3, 2023

The Next Frontier of Customer Engagement: AI-enabled Customer Service by Avinash Chandra Das (McKinsey & Company) How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models.

Self Service 9

Self Service Customer Service e-support Retail 9

ShepHyken

JUNE 26, 2023

With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. My Comment: Here’s a sobering statistic: “Nearly nine in 10 companies believe they provide excellent CX — but only 11% of customers agree.”

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

JUNE 19, 2023

How to Develop a Winning Customer Experience Strategy by Mahnoor Sheikh (Sprout Social) The customer experience (CX) is all about how your customers perceive their interactions with your brand. A positive CX can turn casual browsers into loyal customers, while a negative one can send them straight to your competitors.

Net Promoter Score 14

Net Promoter Score Customer Service NPS Customer Journeys 14

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. My Comment: One way to make customers love doing business with you is to be easy and convenient. Here are my top five picks from last week.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

JUNE 5, 2023

The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience. My Comment: ChatGPT continues to be a hot topic.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

ShepHyken

APRIL 10, 2023

According to PwC, companies that invest in and deliver superior experiences to both consumers and employees are able to charge a premium of as much as 16% for their products and services. This article includes ten “pillars” (tactics and strategies) that help customer service agents feel connected, motivated, inspired, and more.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

NOVEMBER 7, 2022

My Comment: People like doing business with companies and brands that they know, like, and trust. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

MARCH 20, 2023

It will take time for consumers to become comfortable enough with the technology that it can completely replace humans, if ever. And now there are new companies sprouting up that are using the ChatGPT platform for customer service. Losing Customers Due to Lack of Relevance? My Comment: The topic of ChatGPT is “white hot.”

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

NOVEMBER 19, 2023

5 Ways to Track Customer Satisfaction by Foundever (Foundever) Satisfied customers are more likely to remain loyal to a brand, to recommend its goods and services to friends and family and are more likely to show forgiveness after a single disappointing customer experience. This article includes seven ideas.

Customer Service 60

Customer Service Chatbots Trends Customer Satisfaction 60

ShepHyken

FEBRUARY 13, 2023

Why Retailers Need to Up the Delivery Experience by Carmen Carey (Retail Customer Experience) Brands who adopt technology that can deliver clear, branded delivery communications, tracking and positive returns processes will be the winners. So, how can brands drive a seamless delivery experience?

Customer Service 13

Customer Service Chatbots Retail Metrics 13