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5 Top Customer Service Articles For the Week of September 14, 2020

ShepHyken

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Imagine that!

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5 Top Customer Service Articles For the Week of January 30, 2017

ShepHyken

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. One interesting point is that almost all customer service software (98%) is now cloud based.

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5 Top Customer Service Articles of the Week 9-6-2021

ShepHyken

(Raydiant) As consumers have grown accustomed to online experiences, they’ve come to expect a similarly digital in-store experience. Physical brick-and-mortar locations—retail stores, gyms, restaurants, or otherwise—must now be digital, automated, and personalized to the customer. And, they won’t spam you.

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Whitepaper: The Five Core Pillars for Your CEM Strategy

Responsetek

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. What aspects of the customer experience are most important to our organisation? INTRODUCTION.

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5 Top Customer Service Articles For the Week of December 3, 2017

ShepHyken

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” Follow on Twitter: @Hyken.