Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Of course, it’s not just one metric. Related: Is Your Mission Customer-Focused, or an Empty Promise?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 14, 2022

The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

AUGUST 31, 2020

Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to forgive a mishap than the average customer.

Customer Service 107

Customer Service Social Media Customer Service Training Infographics 107

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. It doesn’t mean you can’t have friendly and even helpful service.

Loyalty 48

Loyalty Retail Customer Service Training Strategy 48

ShepHyken

OCTOBER 24, 2022

Who doesn’t want their customers to love them? So, what do you do to get your customers to love you? Top 5 Customer Experience Courses and Certifications by Scott Clark. Let’s look at the top five online customer experience courses and certifications. Some training courses are designed for all employees.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

JUNE 28, 2021

10 Ways to Gain the Loyalty of Return Visitors by Lauren Voges. My Comment: Do you want your customers to come back? Of course, you do! It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) and loyalty. Follow on Twitter: @Hyken.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. Are your customers coming back out of true loyalty, habit, or some other reason? Of course, not!

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MAY 12, 2019

Or, maybe a better question is: When should chat-bots replace humans for customer support? Seven Tips For Successful Customer Loyalty Programs In 2019 by Sallie Burnett. My Comment: My belief is that many customer loyalty programs are actually marketing programs. Of course, customer service is part of the CX.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy. That’s what caught my eye.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

ShepHyken

FEBRUARY 5, 2020

Of course, you don’t want to run out of gas in the middle of the desert! In business terms, maybe you’ll focus on making sure this customer is happy, filling the metaphorical gas tank with an excellent customer experience, so you can last—or stay in business—until you get another customer. Follow on Twitter: @Hyken.

Customer Service Training 143

Customer Service Training Customers Course Customer Service 143

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. And, trust leads to potential loyalty. Confidence can lead to trust. For information, contact 314-692-2200 or www.hyken.com.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

ShepHyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. And of course, the main focus of that strategy should be on CX.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

MARCH 11, 2019

An outstanding product or service is not enough to attract — and maintain loyalty. My Comment: What if the word HELP was an acronym, where H meant Hear the customer out, E stood for Empathy, L meant Leading the customer to a resolution and P was about Providing the right course of action.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. I like articles with bullet points.

Customer Service 84

Customer Service Contact Center Tips Chatbots 84

ShepHyken

DECEMBER 26, 2016

The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Oddly enough, some businesses still ignore the hidden costs of poor internal customer service.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Are they humble?

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 13, 2017

But the reality many of us customer service leaders know all too well is that this type of service can be inconsistent at best. Here are a few common scenarios I’ve been privy to over the course of my career. My Comment: Jeremy Watkin lives and breathes customer service. Follow on Twitter: @Hyken.

Social Media 90

Social Media Customer Service Infographics Retail 90

ShepHyken

AUGUST 28, 2017

The authors are academics and they have gone to great lengths to share important information related to the customer service industry. Taking the time to read this is like attending a high-level graduate course. Customer Service Hall of Fame and Customer Service Hall of Shame by Samuel Stebbins , Michael B.

Customer Service 80

Customer Service Contact Center Ecommerce Loyalty Programs 80

ShepHyken

JULY 24, 2017

My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. Of course, those three words are good, but there is so much more to great customer service than just being nice. Columnist Mike Sands explains how a customer identity solution can help.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

ShepHyken

AUGUST 23, 2021

Customers expect an easy and convenient experience with anyone they do business with. A great product delivered with a great customer experience that is also easy is a winning combination. The New Era of Loyalty: Why Brands Should Embrace Loyalty Schemes by Stoyan Petrov. It’s about customer service training.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

CSM Magazine

APRIL 28, 2016

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. The bottom line is that insincerity is a loyalty killer.

Customer Service 40

Customer Service Customer Service Representative Leadership Course 40

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. CustomerThink) Here are 10 basic, however viable courses for business to turn irate, baffled, or disappointed clients into upbeat clients. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

ShepHyken

JULY 24, 2017

My Comment: I’ve always joked that I could give a speech on the basics of customer service that would be less than one minute. Of course, those three words are good, but there is so much more to great customer service than just being nice. Columnist Mike Sands explains how a customer identity solution can help.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

ShepHyken

OCTOBER 17, 2022

CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are? Of course not. For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. Make Your Move by Jeb Dasteel.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Integrity Solutions

OCTOBER 5, 2022

In fact, in many cases, superior customer service is now one of the most powerful secret weapons an organization has. In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. Changes mindsets about problem-solving.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JUNE 26, 2017

(Seth Godin) Customer service used to be a great divide. Well-off companies would heavily invest in taking care of customers, others would do the minimum (or a bit less). Of course, back then, organizations couldn’t possibly give you all the service you might dream of. Do Your Customers Love You?

Customer Service 15

Customer Service Retail Loyalty Ecommerce 15

ShepHyken

JUNE 29, 2020

(Forbes) The following are five statistics that show customer experience is more than just a trend; it’s a full-blown tide that will shape how businesses must need to operate moving forward. Of course, you knew that most buyers will pay more for a good service experience, but are you doing anything about it?

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty.

Loyalty Programs 65

Loyalty Programs Customer Service Infographics Chatbots 65

ShepHyken

FEBRUARY 5, 2023

Perhaps your customer experience management is on a misguided trajectory. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

Customer Service 65

Customer Service Government Loyalty Customer Satisfaction 65

ShepHyken

FEBRUARY 5, 2023

Perhaps your customer experience management is on a misguided trajectory. If your aim is mis-aligned with your target, of course, you must reconsider value. Here are 23 warped and dusty customer experience practices to stop in 2023. My Comment: In the past two-plus years (since the pandemic), customer behavior has changed.

Customer Service 62

Customer Service Government Loyalty Customer Satisfaction 62