ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Tips e-support B2C 62

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Implement the CX strategy.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

SEPTEMBER 26, 2022

These customer experience analytics tools are useful — you shouldn’t throw them out the window just yet. And with large companies deploying the latest technology at speed, those who don’t maintain pace risk getting left behind. My Comment : I’m often asked which metrics measure customer experience best.

Customer Service 68

Customer Service Customer Retention Tips Analytics 68

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I agree with the title.

Customer Service 68

Customer Service Loyalty Programs Contact Center Financial 68

ShepHyken

FEBRUARY 21, 2022

The startup will put the funds toward enhancing its Digital Brain technology, which uses a technique called “cognitive modeling” to recreate things like the human brain’s emotional response system in order to construct autonomous animated characters. My opinion is that this technology ups the customer experience related to lower-level needs.

Customer Service 71

Customer Service Customer Retention Customer Satisfaction Social Media 71

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Learn about the key pillars of delivering top-notch digital experiences to customers.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

MARCH 3, 2019

My Comment: The Internet of Things (IoT) is positively impacting the customer experience. This article focuses on home appliances, like TV’s, thermostats, and more, but it will give you insights into how some things we thought were space-aged technology just a few years ago are now reality. My Comment: Is email marketing dead?

Customer Service 96

Customer Service Omni-Channel Customer Retention Case Study 96

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

Customer Service 70

Customer Service Net Promoter Score Tips Brands 70

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We Here are my top five picks from last week. by Steve Williamson.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. And the process and technology will continue to improve. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 68

Customer Service Customer Journeys Trends Study 68

ShepHyken

OCTOBER 24, 2022

In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back. Why Do Customers Love Certain Brands? Depending on the course, it’s not just for the frontline or the people designing a user/customer experience.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Customer Service 83

Customer Service Airlines Employee Engagement Rewards Programs 83

Blake Morgan

JANUARY 20, 2022

Succeeding as a CX pro–no matter if you’re an executive or just starting your career–requires constantly learning and adapting to new research, trends, and technology. Donna is an author, speaker and customer onboarding strategist. He shares tips for creating amazing experiences and providing top-tier customer service. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MAY 12, 2019

They can help you reduce customer service costs by up to 30% in some cases. My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers.

Chatbots 93

Chatbots Loyalty Programs Customer Service Return on Investment 93

ShepHyken

JANUARY 16, 2017

4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Salesforce) Lasting businesses are built on customer retention. So the margin for error for crafting long-term customer relationships is razor-thin. 5 Customer Retention Marketing Tips with an Artificial Intelligence Twist by Tara Thomas.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

AUGUST 13, 2018

There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Loyalty B2C Study 72

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. The better the service quality, the stronger the connection will become.

Company 40

Company Customer Service Call Center Telecommunications 40

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

ShepHyken

DECEMBER 5, 2016

(Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. 40 Customer Retention Statistics You Need to Know by Chris Boeckelman. 3 Vital Trends For Your Mobile Experience by Colin Shaw.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In this article, there are four lines of companies that outsource call centers overseas, these are: Telecommunications and Technology Companies.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

MAY 15, 2017

There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers. Retention is tough, and client growth is even harder with fickle clients and fleeting loyalty.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ProProfs Chat

MAY 1, 2020

You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. To create an awesome training program, you can use an online customer service training software that: Engages customer service operators till the end.

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 26

Customer Service Customer Retention Trends Airlines 26

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In this article, there are four lines of businesses that outsource call centers overseas, these are: Telecommunications and Technology Companies.

Call Center 52

Call Center Company Telecommunications Banking 52

Integrity Solutions

JULY 9, 2019

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature. You know they’re not just trying to make a sale—they’ve got your back.

Loyalty 55

Loyalty Sales Customer Centricity B2B 55

Integrity Solutions

FEBRUARY 15, 2019

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. Technology is a given in contact centers today.

Contact Center 78

Contact Center Training Employee Engagement Technology 78

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

Service Untitled

JANUARY 20, 2011

It’s in the ability to respond to customer feedback, and with planned efficiency give back to the customer the level of attention and response they deserve using the latest technology and information. Customer-centric organizations align all of their resources. photo credit: Holidayextras.

Customer Centricity 48

Customer Centricity Customer Service Training Culture Customer Retention 48

Integrity Solutions

OCTOBER 5, 2022

In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Qualtrics

DECEMBER 14, 2021

Combine that with the demands of customer service teams and the challenges are tenfold. But when teams get remote management right, the effects can be amazing – not just for your customers, but your bottom line as well. How we can help.

Management 26

Management How To Effort Score Interaction 26

ShepHyken

OCTOBER 17, 2022

Retention Signals Success for Subscription Businesses by Guy Marion. Total Retail) For subscription businesses, customer retention could be seen as just as important as customer acquisition, if not more. My Comment: Think about the technology that has changed our lives in the past 50 years (if you’re that old).

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130