ShepHyken

JUNE 14, 2021

Personalization may not quite be table stakes for a good customer experience, but it’s a definite differentiator. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer. This article refers to that emotional connection as “intimacy.”

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

JUNE 26, 2019

A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. But there’s one mode of communication and customer support that hasn’t been talked about much.

Customer Relationship Management 134

Customer Relationship Management Customers Customer Service Training CRM 134

ShepHyken

NOVEMBER 1, 2021

How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept. Business Insider) Connected commerce refers to a customer experience that integrates commerce across all aspects of the customer’s life. Never miss the opportunity to improve your CX!

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

NOVEMBER 15, 2017

For years, the cable industry has unfortunately been one of those industries that finds itself in the bottom echelon of customer service rankings. My buddy Bob decided to make a change in his cable TV plan so, as most customers do, he called the company’s customer service support number.

Customer Service Training 82

Customer Service Training Training Wait Times Customer Service 82

ShepHyken

NOVEMBER 15, 2021

We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. These metrics will definitely capture their attention. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. It drives word-of-mouth referrals.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

APRIL 18, 2018

A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program. They know you, they know what you like, and they make you feel connected.

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Video 90

ShepHyken

MARCH 1, 2021

Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to. How IoT Devices Can Enhance the Connected Customer Experience by Linda Rosencrance. Follow on Twitter: @Hyken.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

AUGUST 29, 2016

If you’re looking to improve service delivery and stand out from the competition, below are five areas where contact center communications solutions can help. My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” by Steve Bernstein. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

FEBRUARY 20, 2017

Customers love to know a business is involved in charity or community effort. It can create an emotional connection. Customer Experience Excellence Centre Analysis by Nunwood. Retail Doctor) Bad customer service could best be summed up by Lily Tomlin’s character Ernestine, “We’re the phone company; we don’t have to care.”.

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

ShepHyken

JANUARY 21, 2019

Forbes) Facebook might be under fire for questionable data management practices, but that doesn’t mean businesses should shy away from social media as a means of connecting with customers. My Comment: Trust and confidence are part of the customer experience. While customer service is part of CX, but there is so much more to it.

Customer Service 70

Customer Service eBook Case Study Social Media 70

ShepHyken

JANUARY 9, 2017

High-Performing Customer Service Teams Use Predictive Analytics by Vala Afshar. Huffington Post) The reality of today’s business landscape is that customers are more connected than ever. There is definitely something here for everyone and every company. 2017 Customer Experience Resolutions by Lynn Hunsaker.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

AUGUST 8, 2022

My Comment: I love the idea of WOWING the customer. My definition of WOW is different than most. I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you. Here are seven ways to use video to improve your customer experience. Follow on Twitter: @Hyken.

Customer Service 23

Customer Service Culture Customer Retention Video 23

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

ShepHyken

OCTOBER 10, 2022

Usher in customer-centricity. ” My Comment: Customer Centricity is an often used yet misunderstood term. I like this article’s definition: ”Customer-centricity is a business approach where you prioritize your customer and place them at the heart of your business operations. Follow on Twitter: @Hyken.

Customer Service 13

Customer Service Customer Centricity Loyalty Programs Loyalty 13

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132