ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 136

Customer Service Loyalty Programs Social Media Contact Center 136

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 105

Customer Service Contact Center Customer Retention Poor Customer Service 105

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. 6 tips you must know by Alibaba.com.

Customer Service 81

Customer Service Customer Retention Tips Brands 81

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Denise is a skilled speaker, author and brand leadership expert.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. Go for brand intimacy.

Customer Service 96

Customer Service Retail Loyalty Study 96

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. How can we reduce delays to customer calls and increase responsiveness this quarter?

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. My Comment: Let’s start this week with a list of customer retention strategies.

Customer Service 93

Customer Service Customer Retention Loyalty Tips 93

ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? The future is here, and the customer experience is better because of it. 4 Brands That Mastered the Omnichannel Experience by Erin Ollila. Because It’s Profitable.

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. My Comment: Here’s a great line: “Every customer interaction impacts customer retention.”

Customer Service 87

Customer Service Customer Retention Culture Tips 87

Kustomer

NOVEMBER 1, 2021

Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. Since formally hitting the scene in 2004, the podcast space has become an exciting resource and touchstone for business information and trends. She has also authored two books on customer experience. The Power of the Podcast.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

delighted

FEBRUARY 16, 2023

Customer success management can also reduce churn, lower customer acquisition costs, and increase revenue. Since acquiring a new customer can cost 7x more than retaining an existing customer, focusing on long-term customer success is crucial for growing businesses.

Customer Success 52

Customer Success Net Promoter Score Effort Score Self Service 52

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? How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Here are my top five picks from last week. by Rebecca Bellan.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Omni-Channel 68

Omni-Channel Customer Service Self Service Retail 68

ShepHyken

MAY 25, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. Zendesk) Churn happens.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

delighted

JANUARY 7, 2021

However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . In this post, we will cover: What is a customer journey map? Using a customer journey map to improve the customer experience.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. So you end up taking more resource out of the business, and cost cutting.”.

Culture 147

Culture Voice of Customer Fashion Strategy 147

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. Why Do Customers Love Certain Brands? Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? by Dan Gingiss.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. Episode Frequency: Weekly Episode Length: 20-30 minutes.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Follow on Twitter: @Hyken.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

delighted

AUGUST 10, 2022

And yet, a lot of the time, companies will hyperfocus their resources on new customers only, and forget to nurture existing customer relationships. Ensure your customer-focused teams provide white-glove service to all customers, new and existing, to avoid a suffering customer retention rate.

Measurement 85

Measurement How To Customer Journeys Net Promoter Score 85

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. Notes: 1 CMO Council: Customer Affinity study.

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

SmartKarrot

OCTOBER 6, 2022

Keeping this in mind, we have curated this exclusive guide that discusses account management, the job, and the resources to look for. To ensure that the customers are satisfied To improve customer retention. Serve as the main point of contact for the customers and develop long-term relationships with them.

Resources 10

Resources Management CRM Sales 10

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. How the leader in the cockpit builds a brand by Alaina Love. Here are four reminders of what to do with that angry and upset customer. Customer retention is 5X cheaper than new acquisitions, but is it worth it?

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. My Comment: A content marketing strategy isn’t just about marketing and getting name or brand recognition.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ProProfs Chat

SEPTEMBER 20, 2019

Bad customer service has become a major business problem today. It weakens the roots of even a great business and well-known brand. . Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Improves Customer Retention Rate.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

SmartKarrot

FEBRUARY 25, 2022

This is why more businesses are appointing Chief Customer officers to focus on customers. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility. This is why companies with a great brand presence may not have the best customer retention or customer experience.

Chief Customer Officer 10

Chief Customer Officer Resources Marketing Customer Centricity 10

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Customers are getting more comfortable with alternative support channels. Traditionally customers called.

Customer Service 72

Customer Service Loyalty B2C Study 72

BirdEye

MARCH 24, 2023

Customer preferences and expectations keep changing, and a great development strategy can help your brand keep pace. A sound strategy will allow you to identify, incubate, and execute new business development concepts that lead to innovation, new partnerships, and better relationships with new and existing customers.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Oracle

NOVEMBER 1, 2019

Connected commerce can help established brands strategically outperform digitally disruptive innovators. For brands thinking about a long-term strategy for connected commerce, it’s important to begin that journey by prioritizing the quality of their commerce platform’s core features.

Connections 45

Connections Ecommerce Innovation System 45

Happy or Not

APRIL 13, 2022

As they move along the customer journey, it is their cumulative experience across multiple touchpoints and multiple channels that forms their overall impression of your brand. . The question is: are you aware when, where, and how can you influence the customer’s perception of your brand?

Omni-Channel 69

Omni-Channel Retail Feedback Touchpoint 69

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52