ShepHyken

NOVEMBER 13, 2023

The death of the customer survey… and what comes next by Tethr (Tethr) Between survey fatigue, low response rates, and sampling bias, businesses are struggling to understand and improve the customer experience. Download this ebook to discover why surveys are dying, and how AI can help to replace them now.

eBook 57

eBook Customer Service Tips Survey 57

ShepHyken

DECEMBER 3, 2023

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. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

NOVEMBER 6, 2023

How to Create Effective Customer Surveys and Obtain Actionable Insights by Scott Clark (CMSWire) When it comes to customer experience and marketing strategies, being able to create effective customer surveys is a pivotal skill. I’m a fan of surveys, but only if they are done correctly.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

ShepHyken

MARCH 18, 2024

For years, I’ve said that customers are smarter than ever than ever. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Connect with Shep on LinkedIn.

Customer Service 59

Customer Service B2C B2B Travel 59

ShepHyken

SEPTEMBER 24, 2023

My Comment: The CSAT score, or “Customer Satisfaction” score, is a popular assessment that many companies use. Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. Just when you think you understand CSAT, think again. You may learn something new from this article.

Customer Service 69

Customer Service Customer Service Representative Customer Satisfaction Customer Service Training 69

ShepHyken

OCTOBER 29, 2023

As a matter of fact, in some cases, a “messy marketing message” may be a great customer experience. New Survey Finds A Drop In Brand Loyalty by Greg Sleter (Store Brands) Despite the decline revealed in research from SAP Emarsys, marketers have opportunities to develop new ways to engage with shoppers.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

ShepHyken

SEPTEMBER 4, 2023

Customer Service as Experience: Fast, Consistent Comms Boost Customer Lifetime Value by Andy Farmer (The Drum) Is it me or do we seem to be stuck in a customer experience (CX) time warp? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

AUGUST 6, 2023

It involves nurturing positive relationships with customers to encourage repeat purchases, foster brand advocacy, and reduce customer churn. My Comment: I admit to geeking out over stats and finding in survey reports, and here you’ll find an extensive list of customer retention-related stats. in 2022 and 5.4%

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

ShepHyken

MAY 15, 2023

Any customer satisfaction survey a company uses should provide insights that turn into actions that create better processes, increase customer satisfaction, and ultimately provide information that gets customers to return and spend more. I’ve also included many articles about NPS in this weekly roundup.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

Myra Golden

SEPTEMBER 1, 2016

Making these mistakes destroys any chance for rapport, sets the customer up to expect to have a bad experience and increases the chance that the customer would give you a bad review or survey report. In my customer service training workshops, when we focus on telephone soft skills, I tell my clients to always use a lead-in.

Customer Service Training 45

Customer Service Training Training Connections How To 45

Comm100

OCTOBER 8, 2016

To do this, make sure that you’re communicating a consistent brand that truly speaks to your customers’ values. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. You can offer customers in your loyalty program: Alternative payment options.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Myra Golden

SEPTEMBER 1, 2016

Making these mistakes destroys any chance for rapport, sets the customer up to expect to have a bad experience and increases the chance that the customer would give you a bad review or survey report. You can use this train your staff on speaking in complete sentences. The employee did not speak in complete sentences.

Training 45

Training Customer Service Training Video How To 45

ShepHyken

MAY 1, 2023

Another survey found nearly 9 in 10 respondents said they’d be likelier to stay loyal to a business that welcomes and educates them after buying their product or service. These stories can also become the foundation of your customer service training. Does this really work?

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

ShepHyken

JULY 24, 2023

According to the Shippo/Harris Poll survey, “Nearly three in four Americans who have made online purchase returns in the past 12 months (72%) have noticed retailers making online purchase returns more difficult over that time span, and more than half (54%) have felt blindsided by a retailer changing their online purchase return policy.”

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 12

Customer Service Tips Social Media Consumers 12

ShepHyken

JUNE 26, 2023

9 Tips For Having A Customer Spotlight At Your Next Customer Advisory Board Meeting by Eyal Danon (Forbes) One of the more popular attendees at customer advisory board (CAB) meetings is the customer speaker, or more accurately, customer “session owner” as they will (hopefully) do much more than merely speak.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JULY 8, 2019

Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. by Roger Dooley.

Customer Service 116

Customer Service Social Media Customer Experience Professionals Customer Care 116

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132