Brands Customer Retention Customer Service Training Magazine 
ShepHyken
MAY 13, 2024
8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. What Is Churn Rate?
ShepHyken
SEPTEMBER 4, 2023
You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.
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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.
TechSee
JUNE 16, 2022
As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.
ShepHyken
NOVEMBER 27, 2023
Your Brand Is Not What You Say—It’s What You Do by David M. Taffet and Jordan Goldenberg (Fast Company) Here’s a little secret most branding agencies won’t tell you. You can’t define your brand—your customer does. A brand is a promise delivered. As mentioned in the article, a brand is not what you say.
ShepHyken
AUGUST 6, 2023
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. My Comment: I didn’t know Apple had a magazine. (I Connect with Shep on LinkedIn.
ShepHyken
JUNE 14, 2021
It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.
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