ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 65

Customer Service Customer Retention Loyalty Advertising 65

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

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Prioritize activities and allocate them to employees.

Strategy 305

Strategy Customer Experience How To Customer Journeys 305

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. Guess what?

Customer Service 81

Customer Service Customer Retention Tips Brands 81

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Here are my top five picks from last week.

Self Service 68

Self Service Customer Service Social Media Ecommerce 68

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

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.

Customer Service 96

Customer Service Retail Loyalty Study 96

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. My Comment: True customer loyalty is a gift.

Customer Service 66

Customer Service Loyalty Programs Ecommerce Loyalty 66

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. A brand is a promise delivered.

Customer Service 70

Customer Service Net Promoter Score Tips Brands 70

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! While subscription models play a role, a crucial strategy involves identifying customer interests. Will AI Take Over Customer Service?

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. My Comment: What makes some companies and brands great?

Customer Service 68

Customer Service Loyalty Programs Contact Center Financial 68

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

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? Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96

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

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 62

Customer Service Tips e-support B2C 62

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.

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

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. Apple tops Interbrand Best Global Brands list for 6th year, for three reasons by Ben Lovejoy.

Customer Service 87

Customer Service Customer Retention Culture Tips 87

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The numbers make the case.

Customer Service 68

Customer Service Customer Journeys Trends Study 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.

Customer Service 62

Customer Service Contact Center ROI Customer Retention 62

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

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.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

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. Here are my top five picks from last week. by Manish Nepal .

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

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. by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

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. Knowing the Difference Between Loyalty and Retention Programs by Keith O’Brien.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Here are my top five picks from last week.

Customer Service 86

Customer Service Chatbots Retail B2C 86

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . An outstanding experience can persuade you to keep returning to a brand; being treated badly can put you off for life.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

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%. It’s one thing to get the customer to come back.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? How much more?

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. The better the service quality, the stronger the connection will become.

Company 40

Company Customer Service Call Center Telecommunications 40

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. If not, this is your chance.

Customer Journeys 20

Customer Journeys Customer Service Social Media eBook 20