ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. When we are clear on who we are serving and their needs, we are better equipped to exceed their expectations and have them thrilled with their experience. .

Tips 143

Tips Customer Experience Management Return on Investment 143

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 HR Dive) Dissatisfied employees were more than 2.5 Consider the opening stats.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

ShepHyken

JANUARY 6, 2020

It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. My Comment: This article takes a look at the complicated process many customer-facing front-liners deal with. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

Ecommerce 69

Ecommerce Customer Service Trends Loyalty 69

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. If you’re not, still read it.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

ShepHyken

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. This short article covers a clever promotion that is a win/win for the customer and the charity.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. Do Customers Trust Your Tech? My Comment: Are you ready for the AI Revolution? Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Social Media Chatbots Trends 98

ShepHyken

MARCH 18, 2019

While we’ve seen many of these before, I want to emphasize (and so does the article) the concept of focusing on the EX, which is the employee experience. Leverage AI To Remove Friction From The Customer Service Experience by Puneet Mehta. Follow on Twitter: @Hyken.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. Here are a few ideas to get you started. Thank you, Jeremy!

Customer Service 65

Customer Service Hospitality Virtual Agent Loyalty 65

ShepHyken

AUGUST 24, 2020

The 6 Pillars to Create a Positive Digital Customer Experience (dCX) by Andre Havro. Business2Community) With a global crisis forcing many companies to close or operate at reduced capacity, it may be surprising to learn that consumers expect service to remain unchanged. That’s where it starts. Thank you to Shelf.io

Customer Service 83

Customer Service Contact Center Tips Chatbots 83

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. This article highlights a recent J.D.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Integrity Solutions

OCTOBER 27, 2021

Doing it right the first time tells your customers that you value their time and that the people in your organization have the power to solve problems in the moment. What to Look for In Customer Service Training Programs. A customer service culture has to be built on more than just words.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JANUARY 29, 2018

My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

Customer Service 92

Customer Service Social Media Tips Trends 92

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Loyalty Programs Ecommerce Loyalty 63

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two.

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

JUNE 5, 2023

The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience. My Comment: ChatGPT continues to be a hot topic.

Customer Service 14

Customer Service Retail Touchpoint Comparison 14

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

Customer Service 17

Customer Service Infographics Employee Experience Customer Service Strategies 17

ShepHyken

OCTOBER 16, 2023

The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. Previously, brands would work on their ideas and develop a product or service that they believed would help customers.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

ShepHyken

JULY 25, 2022

Purposeful work can lead to employee fulfillment, which leads to long-term employment. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. However, when done right, it can be an effective communication tool to gain new clients and customers.

Customer Service 13

Customer Service Chief Customer Officer Automotive Retail 13

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JANUARY 30, 2023

How to Improve the CX in 5 Charts by Arielle Feger (Insider Intelligence) Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Follow on Twitter: @Hyken.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Qualtrics

DECEMBER 14, 2021

Having an effective customer service team can be a make or break for your business. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand.

Management 26

Management How To Effort Score Interaction 26

ShepHyken

JULY 5, 2021

It’s about customers having trouble logging into a website. The statistic quoted was that 38% of consumers report login issues as a major struggle point. Something simple as a login should never create friction for your customers. workers believe that employee experience directly impacts their ability to serve customers.

Customer Service 146

Customer Service Loyalty Programs Hotels Infographics 146

ShepHyken

APRIL 4, 2022

Customer service, as we have come to know it, is changing, not necessarily dead. 4 Trends for Personalizing the Consumer Experience by Stewart Barrett. destinationCRM.com) Consumers expect more and trust even less. Today an EX is more important than ever in delivering the CX you want your customers to enjoy.

Customer Service 71

Customer Service Trends Tips Customer Service Training 71