ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

Customer Service 154

Customer Service Customer Retention Loyalty Retail 154

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. The first trend that caught my eye had to do with paid loyalty programs. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

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 150

Customer Service B2C B2B Customer Retention 150

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. 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.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

Loyalty Programs 64

Loyalty Programs Customer Service Self Service Retail 64

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer. (I

Customer Service 131

Customer Service Effort Score e-support Chatbots 131

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” My Comment: Happy New Year!

Customer Service 57

Customer Service Social Media Loyalty B2C 57

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 146

Customer Service Self Service eBook Loyalty Programs 146

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. How to design your business to deliver better customer outcomes by Vala Afshar. The focus is on customer outcomes.

Customer Service 145

Customer Service Retail Entertainment Tips 145

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 94

Customer Service Retail Loyalty Study 94

ShepHyken

APRIL 7, 2021

Today’s customers are smarter than ever. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. Confused customers will never be loyal.

Retail 138

Retail Customers Customer Service Training Examples 138

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 61

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 61

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. A winning combination that gets your customers to want to come back.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc.,

Customer Service 109

Customer Service Entertainment ROI Retail 109

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

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 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. Do your rewards hit the “must-have” mark that turns casual customers into brand fans? If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. Here are my top five picks from last week.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

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. I love customer service statistics , and this short article has several. Customer Loyalty.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. The first is from the customer’s experience.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Customer Service 62

Customer Service B2B B2C Retail 62

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Customer Service 64

Customer Service Loyalty Programs e-support Loyalty 64

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. My Comment: How do you measure customer happiness and loyalty?

Customer Journeys 70

Customer Journeys Customer Service Loyalty Programs Loyalty 70

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Brand loyalty is changing due to the pandemic by Chris Morris.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 64

Customer Service Customer Retention Loyalty Advertising 64

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 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? This article shares seven ways to get eCommerce customers to come back.

Ecommerce 140

Ecommerce Customer Service Customer Centricity Retail 140

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 67

Customer Service Loyalty Programs Hotels Loyalty 67

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction.

Customer Service 51

Customer Service Retail Course Customer Service Training 51