ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

Customer Service 70

Customer Service Hospitality Contact Center Loyalty 70

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Here are my top five picks from last week.

Customer Service 104

Customer Service Self Service Tips Guidelines 104

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Magazine) Employee turnover is always a stressful situation. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Here are my top five picks from last week.

Customer Service 84

Customer Service Chatbots Retail B2C 84

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. This article makes the case that winning your customers back is also less expensive. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Tips Fashion Call Center 72

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. Ultimately, according to the author, the app can become the “hub of your customer experience.”.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. Here are my top five picks from last week.

Customer Service 77

Customer Service Social Media Call Center Retail 77

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 92

Chatbots Loyalty Programs Customer Service Return on Investment 92

CSM Magazine

JUNE 27, 2019

If your processes are chaotic, this will certainly impact on your customer’s experience. Support Resource. Therefore, ensure you have filing systems (both online and offline) in place which ensure all essential information is accessible when you need it. Therefore, always keep this in mind when setting up processes and procedures.

Customer Focused 45

Customer Focused Advertising System Connections 45

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. Here are my top five picks from last week.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. And, to celebrate the occasion, here is an excellent article from D Magazine that takes us through some of the Southwest history. This is like a month’s worth of “Top Five” articles put into one BIG resource.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Take Your Company’s Customer Experience Efforts to the Community by Adrian Speyer. Here are my top five picks from last week.

Customer Service 79

Customer Service Policies Retail Case Study 79

Think Customers

OCTOBER 12, 2020

Customer initiatives based on speed, flexibility, and a better customer experience. They can be deployed quickly, often without IT resources. What’s more, they serve a pressing need and customers and employees prefer them because they’re faster, more easily accessible, and make experiences more effortless.

ROI 52

ROI Healthcare Insurance Contact Center 52

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

SurveySparrow

OCTOBER 13, 2023

An online magazine, observing increased readership after redesigning its website based on user feedback, recognizes the ongoing nature of feedback implementation for sustained growth. Understanding Customer Needs Feedback loops enable businesses to comprehend the precise needs and desires of their customers.

Feedback 52

Feedback Examples Social Media e-support 52

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. Follow on Twitter: @Hyken.

Customer Service 14

Customer Service Social Media Loyalty Customer Service Training 14

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

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. Customer Loyalty: Obligation or Happy Marriage? Here are my top five picks from last week. b y Jeanette McMurtry. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. My Comment: What customer service lessons can you learn from a garden retailer? Here are my top five picks from last week. Quite a bit.

Customer Service 14

Customer Service Chief Customer Officer Automotive Retail 14

West Monroe

JANUARY 30, 2019

A governing body and process is necessary for providing oversight to the decision-making process, prioritizing and allocating resources, and monitoring customer experience generation and execution. This should be a customer-focused, balanced scorecard to help organizations understand the totality of benefits delivered through CX.

Customer Experience 40

Customer Experience Government Roadmap Return on Investment 40

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. Here are seven ways to use video to improve your customer experience. Here are my top five picks from last week.

Customer Service 23

Customer Service Culture Customer Retention Video 23

ShepHyken

MARCH 5, 2023

Each week, I read many customer service and customer experience articles from various resources. That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc.

Customer Service 13

Customer Service Retail Metrics Loyalty Programs 13

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. The idea behind the article is to “delight” the customer, rather than to just serve them. And, they won’t spam you.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Customer Guru

AUGUST 21, 2018

Michel’s energy is infectious and his views on customer experience an eye opener. He has been featured and has contributed on Time Magazine, Yahoo Small Business Advisors, Yahoo Finance, Forbes, Digiday.com, BC Business, Business Talk Radio, Business2Community, and 1to1 Media. She is a certified Customer Experience Professional (CCXP).

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. Here are my top five picks from last week. Maybe both!

Customer Service 16

Customer Service Retail B2B Customer Service Training 16

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. How to Deal With Angry Customers by Grant Olsen. Foundr Magazine) You will never be able to please all of the people at the same time. Follow on Twitter: @Hyken.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 12

Customer Service Hotels Hospitality Social Media 12

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. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service Financial Loyalty Tips 15

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

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 12

Customer Service Self Service Retail Airlines 12

Middlesex Consulting

DECEMBER 27, 2015

To overcome these challenges, best in class companies employ the following techniques: 1 Consulting customers: Shifting from equipment and service products to consulting customers on business needs. Nick has his own blog site Product Service Innovation and is a regular contributor to the Manufacturer Magazine and Field Service News.

Culture 60

Culture Training Brands Strategy 60

CSM Magazine

JUNE 21, 2018

Unless a company begins at startup with a zealous customer focus, there is practically no chance for improvement without a consulting partner. How often have you implemented a company strategy but failed to achieve the desired result because leadership changed direction or cut back on resources?

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

CSM Magazine

OCTOBER 28, 2016

Internal leadership capabilities also create a rich internal resource of new and innovative ideas that management can consult when charting out the future of the organization. Having a clear direction ensures that the correct infrastructure, resources and people are in place to advance the growth process.

Leadership 40

Leadership Competitive Advantage Innovation Sports 40

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. Magazine) If you’re looking to take your strategy to the next level, these content types can be your secret weapon.

Customer Service 70

Customer Service Social Media NPS Customer Experience Management 70

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Done right, the customer will appreciate you more than if the problem never happened in the first place.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67