ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. That translates to higher morale, lower turnover and happier customers. Here are my top five picks from last week.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 151

Customer Service B2C B2B Customer Retention 151

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 67

Customer Service Customer Journeys Trends Study 67

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.”

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. And caring is the foundation of trust and the preamble to loyalty. Here are my top five picks from last week.

Customer Service 64

Customer Service Contact Center Loyalty Tips 64

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. As the customer journey continues to evolve into something more dynamic and diverse, it’s imperative to think about ways of optimising your (hopefully) amorous customer relationships through your business communications.

Customer Service 60

Customer Service Customer Centricity Loyalty Programs Culture 60

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Traditional vs. frictionless payments: Will customers trade security for convenience? How to Gain Customer Loyalty During a Recession by Dana Kachan. My Comment: I’m a big fan of journey mapping.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

Experience Investigators by 360Connext

JANUARY 28, 2020

First, understand the true costs of NOT investing in customer experience. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Related: How to Improve Customer Service Training with Simple Metrics.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Integrity Solutions

OCTOBER 27, 2021

In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Here are my top five picks from last week.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

Blake Morgan

JANUARY 20, 2022

She shares thoughts and insights on improving all aspects of the customer journey. . Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Does it Take to Lose a Customer? CMSWire) Customer experience. You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. by Anthony Cusumano.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Take Starbucks as an example.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. 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. The reason is simple.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. He was kind enough to take time out to answer our questions.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Losing Customers Due to Lack of Relevance?

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better. (And

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

ShepHyken

APRIL 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Recent breakthroughs in artificial intelligence have dazzled C-suite executives seeking to personalize marketing, juice sales, anticipate customer needs and identify unseen risks. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Tips Loyalty 13

ShepHyken

JUNE 20, 2022

Each week I read many customer service and customer experience articles from various resources. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. 9 Effective Ways To Be Proactive About Customer Service by Forbes.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. Are You Telling Your Customers The Whole Truth?

Customer Service 12

Customer Service Effort Score Retail B2B 12

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Every interaction with a customer is a loyalty test.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? then #loyalty to retain converts? — Customer experience is the job of all these departments and more.

Customer Experience 61

Customer Experience Loyalty Exceptional Customer Service Communication 61

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. Source: Mckinsey.com.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Michel Falcon Experience

OCTOBER 21, 2019

Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. Immediately you will feel the effects of bad customer service. These companies are focused on customer acquisition through PPC, Facebook ads, expensive sales seminars, influencer marketing and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132