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. My Comment: To create true customer loyalty, it’s about an emotional connection between a brand and a customer.

Customer Service 96

Customer Service Retail Loyalty Study 96

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. This is a very robust article all about taking advantage of the gift of customer feedback. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer Service 68

Customer Service Hospitality Hotels Customer Retention 68

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 61

Customer Service Loyalty Programs Loyalty Customer Service Training 61

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Follow on Twitter: @Hyken.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. by Adrian Swinscoe.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. My Comment: This interesting article makes the case that a brand app is a great way to connect with your customer.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. I believe it’s impossible to create an over-the-top or above-and-beyond experience every time the customer interacts with you.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JULY 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. But they have to understand their customers and the industry first.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

MAY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Tips to Become a Great Customer Service Leader by BOSS Editorial (BOSS Magazine) It’s not a secret that good customer service equates to good customer experience.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

ShepHyken

APRIL 16, 2023

Each week, I read many customer service and customer experience articles from various resources. A New Opportunity for Brands to Build Trust, Authenticity and Customer Loyalty by Tom Idle (Sustainable Brands) COVID-19 changed everything — especially how people think about their local communities.

Customer Service 10

Customer Service Tips Loyalty Employee Experience 10

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 15

Customer Service Financial Loyalty Tips 15

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. Here are my top five picks from last week.

Customer Service 13

Customer Service Self Service Retail Airlines 13

CSM Magazine

MARCH 31, 2020

While it’s important to be empathetic and patient when engaging with customers, it’s equally as important to be your authentic self. Allowing customers to connect with your team in a human way is what keeps them happy and coming back. Treat your customers as an extension of your company. Their success is your success.

Culture 52

Culture Training Customer Satisfaction Software 52