Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. My Comment: Nike is a brand that we all know and many love.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

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 133

Customer Service Loyalty Programs Social Media Contact Center 133

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. And beyond loyalty is a brand fan. This is Dan’s take on it.

Customer Service 78

Customer Service Government Employee Experience Video 78

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 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 76

Customer Service Government B2B B2C 76

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. What is Brand Loyalty and How Can You Build It?

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. There are examples of the best programs from the biggest brands.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

Customer Service 58

Customer Service B2C B2B Travel 58

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 80

Customer Service Government B2B B2C 80

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.

Customer Service 152

Customer Service Customer Retention Loyalty Retail 152

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 60

Customer Service B2B Loyalty B2C 60

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Training 52

Training Customer Experience First Call Resolution Telecommunications 52

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 65

Self Service Customer Service Social Media Ecommerce 65

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customers are enjoying self-service options, so give them what they want. Follow on Twitter: @Hyken.

Customer Service 152

Customer Service Net Promoter Score Self Service Knowledge Base 152

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. In most cases, the rewards from customer firings won’t be financial — at least not in the short run. My Comment : Some customers aren’t worth doing business with! And the customer is NOT always right !

Customer Service 58

Customer Service Self Service Trends Loyalty Programs 58

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I love learning and reading articles about how iconic brands treat their customers. Brands like Amazon, Chick-fil-A, Ritz-Carlton, and others have “cracked the code” on the customer experience.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

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 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Surgeon General says loneliness is an epidemic sweeping the nation, and believe it or not, customer communities can help. My Comment: This is an excellent article using CX to enhance your brand.

eBook 56

eBook Customer Service Tips Survey 56

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

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 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 56

Customer Service Retail Consumers Metrics 56

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 66

Customer Service Net Promoter Score Tips Brands 66

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. And if you want to earn your customers’ trust, give them a consistently good customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 58

Customer Service Loyalty Programs Loyalty Customer Service Training 58

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 78

Customer Service Loyalty Programs Retail Loyalty 78

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 148

Customer Service B2C B2B Customer Retention 148

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! Our CX research finds that 76% of customers are more likely to return to a company with a rewards or loyalty program.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

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

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 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. It includes strategies, tactics, research findings, and more that back up the importance of having a powerful customer-centric strategy. and amazing customer service. Eliminate friction!

Customer Service 58

Customer Service Customer Centricity Loyalty Programs Culture 58

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: I love learning from major brands (like Walmart and McDonald’s).

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64