ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. Customer Experience Is Getting Worse by Katie Deighton. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. This grew to 29% by 2018.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

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

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

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

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 13

Customer Service Hotels Hospitality Social Media 13

ShepHyken

MAY 22, 2023

My Comment: I’ve always believed (and have written numerous articles about the topic) if you want a good customer experience, it starts with a customer-focused culture. Here’s an article with several short examples about how companies created a culture that helped create the experience that retains customers.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

ShepHyken

DECEMBER 5, 2022

The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. With customer complaints being higher than ever – across many industries – it’s more important than ever not just to take care of the complaint but to find ways to keep it from happening again. Here are my top five picks from last week.

Customer Service 70

Customer Service Hospitality e-support eBook 70

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. To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

MARCH 13, 2023

My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. That’s where the contact center comes in.

Customer Service 13

Customer Service Contact Center Retail Omni-Channel 13

ShepHyken

MARCH 27, 2023

Consumers Less Trusting Compared to 2022 by Retail Customer Experience (Retail Customer Experience) Consumers have 10% less trust in brands than they did in 2022 and nearly half of consumers are interested in sharing first-party data for a more personalized customer experience. How much more? Follow on Twitter: @Hyken

Customer Service 22

Customer Service Customer Retention B2B Study 22

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

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. 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. Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s 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

Losing Customers Due to Lack of Relevance? by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

FEBRUARY 13, 2023

My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime. It’s an important metric that will help you make good customer-focused decisions. So, how can brands drive a seamless delivery experience?

Customer Service 13

Customer Service Chatbots Retail Metrics 13

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65