ShepHyken

NOVEMBER 14, 2018

Identify touchpoints: First, start with mapping out every touchpoint your customer has with any aspect of your company. Every touchpoint must be identified. Details count: Be as detailed as possible with every touchpoint. Analyze each touchpoint: This is the fun part of the process.

How To 117

How To Touchpoint Customer Service Training Video 117

ShepHyken

APRIL 14, 2024

This one focuses on field service, but it’s still worth the four minutes it takes to read. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ShepHyken

FEBRUARY 2, 2022

And it was an unexpected positive touchpoint. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. It made sense.

Hotels 126

Hotels Touchpoint Customer Service Training Tips 126

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

MAY 24, 2021

And, here’s a great point from Ron Lutz of Miller Zell: “If a customer’s in-store experience is amazing, but the parking lot or curbside experience is lacking, the latter sub-par touchpoint may be the only taste of your brand a customer will get.”. Follow on Twitter: @Hyken.

Customer Service 155

Customer Service Customer Retention Loyalty Retail 155

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. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

ShepHyken

OCTOBER 13, 2021

This is just a touchpoint with your customer that is all about them. Of course, the customer may ask you something related to business, but that’s on them, not you. . Of course, there are many more ways to communicate with your customers. The post The Secret To Customer Loyalty appeared first on Shep Hyken.

Loyalty 106

Loyalty Social Media Tips Communication 106

ShepHyken

JUNE 21, 2021

The idea behind this article is to treat employees the way customers should be treated. The author takes traditional customer service ideas and flips them to be employee service ideas. 2021 and Beyond Loyalty Strategy by Retail TouchPoints. Retail TouchPoints) You rely on your loyal customers.

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

APRIL 11, 2018

Whether you’re customer-focused or not, this exercise is helpful. Identify all the touchpoints your customers have with your people and your organization’s processes. Is it easy for your customers or not? For example, when they visit your website, are there self-service options available to them?

Customer Focused 101

Customer Focused Self Service Touchpoint Banking 101

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. Connect with Shep on LinkedIn.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

ShepHyken

MAY 31, 2021

How E-Commerce, M-Commerce and S-Commerce Are Setting New Customer Experience Standards by David Fletcher. Total Retail) The ways that people can buy online keep evolving, which means there are more CX touchpoints to consider than ever. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Service 132

Customer Service Effort Score e-support Chatbots 132

ShepHyken

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. There’s more to it than that, but let’s move on. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

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.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

DECEMBER 26, 2022

Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. They expect their favorite brands to connect with them on a human level.

Loyalty Programs 65

Loyalty Programs Customer Service Self Service Retail 65

ShepHyken

SEPTEMBER 21, 2020

3 Employee Experience Touchpoints That Impact Customer Experience by Jeannie Walters. Experience Investigators) Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. Simple ideas, yet powerful when executed well. Follow on Twitter: @Hyken.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. The post 5 Top Customer Service Articles For the Week of June 15, 2020 appeared first on Shep Hyken.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

ShepHyken

JANUARY 4, 2017

Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

ShepHyken

NOVEMBER 1, 2021

(Business Insider) Connected commerce refers to a customer experience that integrates commerce across all aspects of the customer’s life. This is across any and every touchpoint, from online to in-person to everywhere in between. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

JANUARY 2, 2023

When it comes to creating the “best” customer experience, don’t forget what happens before the sale. It is important to identify every touchpoint the customer has with your company, and that includes the exploratory stage, which could be the customer’s research about what they are buying, not where or who they are buying it from.

Customer Service 65

Customer Service Loyalty Programs e-support Loyalty 65

ShepHyken

DECEMBER 31, 2018

Consumers Are Willing To Pay More For Better Customer Service. Retail TouchPoints) Every day, consumers across the U.S. It requires hiring the right people and training them to simply be available, act responsibly, look for opportunities to surprise the customer, and to be human (as in real, genuine, empathetic, etc.).

Customer Service 98

Customer Service Touchpoint Customer Centricity Customer Service Training 98

ShepHyken

JANUARY 17, 2022

This article touches on serval areas about your customer’s journey you want to explore to create an experience that meets and exceeds customers’ expectations. What all Retailers Should Know About Outsourcing Customer Service by Darnell Witt. Follow on Twitter: @Hyken.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

NOVEMBER 25, 2019

Ultimately, CX is about the perception and emotion that a customer is left with after interacting with your brand. And because nowadays these interactions happen across multiple channels and touchpoints, CX ends up being the sum of those interactions and the lasting impression they leave with them. Follow on Twitter: @Hyken.

Customer Service 116

Customer Service Culture Trends Touchpoint 116

ShepHyken

SEPTEMBER 16, 2019

(MarTech Advisor) Customer experience management is how a brand builds and grows relationships with their customers and creates consistent, meaningful, and enjoyable interactions at different stages of the customer journey, across channels and touchpoints. My Comment: Nike is one of my favorite companies to learn from.

Airlines 100

Airlines Customer Service Automotive Omni-Channel 100

ShepHyken

SEPTEMBER 26, 2022

And according to the author of this article, there is more to consider than just customer surveys. It’s possible to get powerful insights by looking at different touchpoints, which include calls, websites, social media, reviews, and more. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 67

Customer Service Customer Retention Tips Analytics 67

Comm100

FEBRUARY 23, 2021

– Integrate self-service with your real-time touchpoints. Comm100 Knowledge Base is fully integrated with live chat so customers can even choose to search knowledge base articles before they begin a chat. Prioritize customer service training.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Follow on Twitter: @Hyken.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

ShepHyken

SEPTEMBER 23, 2019

(Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. It’s worth the time and effort to identify the touchpoints a customer has with your organization and how you can improve them. And, there is a right way and a wrong way to go about it.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

ShepHyken

MAY 27, 2019

How To Create Customer Journey Map Of A Restaurant? Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant. My Comment: I’m a big fan of journey mapping the customer experience.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. I have added my comment about each article and would like to hear what you think too.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

JANUARY 13, 2020

Resolving Complaints And Keeping Your Retail Customers In The Process by Glenn Taylor. Retail TouchPoints) How you handle customer complaints often determines if you build or lose relationships with busy shoppers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

APRIL 23, 2018

80% of customers will leave a brand as a result of a poor personalized CX. AI – Customer Experience Friend Or Foe? Retail TouchPoints) Today’s AI is more intelligent, contextual and can understand a customer’s intent to help them get to where they need to be. by Dave Campbell. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

Customer Bliss

MARCH 28, 2017

Customer Service Training Program. She began one in Atlanta that trained 11,000 employees in two years. The focus was on consistent messaging across all customer touchpoints. The surveys span 36 areas (essentially touchpoints) and feedback/action plans are given. across the airport.

Customer Experience 100

Customer Experience Travel Touchpoint Training 100

ShepHyken

OCTOBER 16, 2017

The author of this article, Elyse Simek, has done us a great service and written up a robust recap of some of the top concepts discussed at the event. Customer Lifecycle Marketing: A Simple Yet Powerful Concept by Lindsay Tjepkema. For marketers, this makes sense. For information contact (314)692-2200 or www.hyken.com.

Customer Service 77

Customer Service ROI Retail Touchpoint 77

Pretium Solutions

APRIL 12, 2012

Chick-fil-A’s brand vision statement is very simple: Be America’s Best Quick-Service Restaurant. They design and provide extensive customer service training emphasizing how that simple brand vision must be carried out in customer service behaviors , all the way down to words, actions, and yes … even smiles.

Brands 60

Brands Customer Service Customer Service Training Touchpoint 60

ShepHyken

MAY 28, 2018

Retail TouchPoints) With the benefits of loyalty programs well known, competition among brands for members and a larger share of their spending is fierce — and consumers know it, so they are expecting more in return for their loyalty. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Pretium Solutions

DECEMBER 12, 2012

Training that is input-based (driven by the training content) rather than output-based (driven by the desired business outcome) may permit you to check the “provided customer service training to our people” box, but it will not create real lasting change inside your organization. Add a focus on internal customers.

Customer Service 58

Customer Service Touchpoint Leadership Metrics 58