ShepHyken

MAY 19, 2024

Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. My CX research has findings in alignment with this report. The author writes, “Ultimately, onboard is more branding than utility.”

Customer Service 80

Customer Service Government Trends Contact Center 80

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Caroline Nolan, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Overall, the report is optimistic.

Customer Service 60

Customer Service B2C B2B Travel 60

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. 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. One of the main points is that customer service is becoming the face of a brand.

Customer Service 135

Customer Service Loyalty Programs Social Media Contact Center 135

Comm100

APRIL 2, 2024

Here are 6 essential steps to improve CSAT and provide your customers with a superior experience. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 62

Customer Service B2B Loyalty B2C 62

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. What would it cost to lose 10% of your customers? Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 146

Customer Service Social Media Report Culture 146

ShepHyken

JANUARY 14, 2024

And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. In short, customers are more demanding than over the past year.

Customer Service 58

Customer Service Retail Consumers Metrics 58

ShepHyken

JANUARY 14, 2024

And if you want to earn your customers’ trust, give them a consistently good customer experience. Our annual CX research found that 82% of customers say an excellent customer service experience increases their trust in the company/brand. In short, customers are more demanding than over the past year.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. You will love his opening story about what happened in a well-known, name-brand hotel. Without trust, you can’t expect a customer to come back, let alone become loyal to your organization.

Customer Service 60

Customer Service Self Service Trends Loyalty Programs 60

ShepHyken

NOVEMBER 13, 2023

Surgeon General report. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help.

eBook 58

eBook Customer Service Tips Survey 58

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.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 by Pam Hughes.

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

ShepHyken

JANUARY 15, 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. Here’s a look at the top CX trends that brands should be aware of in 2023.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

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.

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

SEPTEMBER 10, 2023

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. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JANUARY 31, 2022

(TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. The result is they defect.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? So, how can you develop a loyalty strategy that sets your brand apart and actually creates more loyalty?

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

OCTOBER 26, 2020

Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. And COVID-19 changed the way customers buy along with their logic in what they buy. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

OCTOBER 24, 2022

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? Or is it strategic, based on an intentional focus on customer engagement? Who doesn’t want their customers to love them? by Dan Gingiss.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

JULY 31, 2023

You’re trying to restore the customer’s confidence to continue doing business with you. The future of customer experience is here, and it’s a multi-sensory approach to better service your customers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Chatbots Customer Centricity Loyalty 62

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov.

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: Embodying your brand’s voice and values.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. You get an amazing report.

Customer Service 140

Customer Service Rewards Programs B2B Loyalty Programs 140

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.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! Customers want and expect more than ever before – because that’s what we have we taught them.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

JULY 22, 2019

14 ways to deliver a great customer experience – and more. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy. Forbes) When you give your most devoted customers a platform, you create an authentic marketing strategy that immediately builds trust with customers and potential customers.

Social Media 117

Social Media Customer Service Trends Tips 117

ShepHyken

DECEMBER 21, 2020

(ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

FEBRUARY 18, 2024

Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program. In addition, there are several descriptions of programs from rockstar brands you will recognize. These are companies who also have significant brand loyalty. Will AI Take Over Customer Service?

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

Stella Connect

DECEMBER 15, 2021

It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. 40% of US and UK consumers say they will post about a poor customer service experience online. For one, customers simply aren’t willing to wait.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

JULY 26, 2021

Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104