ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article shares some great insights and findings. If you like this type of information, you’ll enjoy this article.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 15 Unique Ideas For Inspiring Brand Loyalty In 2021 by Expert Panel. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Customer Service 126

Customer Service Self Service Retail Entertainment 126

InMoment XI

JULY 12, 2022

There’s no one specific type of information, insight, or data that supports frontline employees across all industries, but there are several high-level principles that brands can bear in mind when determining what those employees need to know. This strengthens brand connection and creates a customer-centric culture. The Next Step.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

2020 Research

APRIL 8, 2024

Learn how As Gen Cers continue to enter adulthood over the next seven years, brands should not assume they’ll follow the stereotype of young adults spending frivolously. Gen C values transparency and authenticity, so brands should, too. For brands, ethical practices and personalized experiences aren’t optional.

Connections 52

Connections Brands Fashion Entertainment 52

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consider listing the companies/brands that closely resemble your organization. Then do a Google search for articles about their success.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Of course, we would love all reviews to be positive. This short article has several tips on how to get reviews, why you want reviews, and more.

Customer Service 63

Customer Service Contact Center Loyalty Tips 63

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Shrewd customer design choices, of course. This article shares something I had not heard of: how Walt Disney created “the desired path.”

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Why Do Customers Love Certain Brands?

Customer Service 51

Customer Service Retail Course Customer Service Training 51

InMoment XI

DECEMBER 21, 2021

This article was originally published on CustomerThink. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. Several years ago, business consultant Matthew T. And that can be a real challenge.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

QuestionPro Audience

MAY 4, 2018

Unfortunately, nagging myths about market research often stall and crash brands as they navigate shifting times full of digital breakthroughs and sophisticated audiences. What’s more, continuous research can unveil hidden motivations and desires in audiences, which is potentially game-changing for a brand. ONCE IS ENOUGH.

Brands 191

Brands Marketing Social Media Survey 191

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The five ideas in this article are a great place to start. The examples used in the article come from Starbucks, Disney, Apple, and Ritz-Carlton.

Customer Service 63

Customer Service Airlines Consumers Video 63

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. Step #1: Design Your Program. Step #3: Understand Your Customer Data.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

Zeisler Consulting

SEPTEMBER 9, 2021

I really dig Simon Sinek and of course we’ve all heard his mantra to Start With Why. As I’ve called out numerous times, the only reason you should be engaging in a VoC program is that you plan to act on what you learn (that hyperlink must be wearing out as often as I use it in my articles). We’ll call it the Brand Alignment Score.

NPS 81

NPS Brands Feedback Course 81

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The title of the article asks an important question, and the answer depends on the situation. Here are my top five picks from last week.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Wise Marketer) Customer satisfaction is affected by all brand touchpoints, from first impressions to customer service, and impacts customer loyalty.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

GetFeedback

MAY 8, 2019

It’s what every company wants following a consumer’s experience with their brand. Surveys are also a way for a brand to keep its name in front of consumers’ eyes. Branding your survey is the smart thing to do. Branding your survey is the smart thing to do. Your brand has a logo, certain color palettes, etc.

Survey 170

Survey Brands Social Media Sports 170

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With “The Great Resignation” being such a hot topic, I felt this article should be at the top of the list for our Top Five roundup this week.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Some may be more relevant than others, and of course, we could have added quite a bit to the list, but this is a good start.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read through the article, you will eventually come to a bold subtitle: Employee experience drives revenue. Read the article!

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Most customers are willing to pay more for great customer service and an overall convenient, positive experience with a brand. Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article reminds of this strategy. Even if you’re not in retail, you should read this article. by Mary Drumond.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The gold in the article is his simple three-step approach to building a customer-focused culture. This article goes on to share nine ideas.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Experience Investigators by 360Connext

APRIL 2, 2024

Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Related: [Article] Customer Experience Management Defined: How is it Different From CX?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. These are not only customers but brand loyals. These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands.

Brands 121

Brands Engagement How To ROI 121

Experience Investigators by 360Connext

APRIL 2, 2024

Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. Social media posts, brand websites, customer review websites, demo request forms, QR codes, email marketing messages, sales team outreach (SMS or phone calls), and every direct or indirect brand interaction are touchpoints.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

NetBase

MAY 13, 2020

Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Brands are people too, after all. Brands Are People Too. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience.

B2C 98

B2C B2B Brands Trends 98

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has plenty of information to make the case. You want more of them, then read this article. by Mitul Makadia.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Of course, chatbots can’t answer every query. One effective solution lies in conversational commerce.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

Experience Investigators by 360Connext

FEBRUARY 6, 2024

For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. NPS measures how likely a customer is to recommend a brand to someone else (friends, family, colleagues). It’s also a great indicator of how customers feel about the overall brand and relationship. How do you measure it?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Conversocial

MAY 20, 2021

For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.

Ecommerce 105

Ecommerce Transportation Retail Brands 105

ShepHyken

NOVEMBER 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. Here are my top five picks from last week.

Customer Service 73

Customer Service Ecommerce Retail Tips 73