ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 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

mopinion

MAY 28, 2018

The ecommerce industry has experienced a tremendous amount of growth in the past decade. Having jumped from 3.5% of all retail sales in 2008 to nearly 11.9% in 2018, this growth – in combination with a (still) relatively low market share – represents a huge opportunity for more innovative ecommerce companies looking to overtake their […].

Ecommerce 77

Ecommerce Feedback Management Retail 77

inSided

MAY 28, 2018

In a rapidly changing digital landscape with increasing customer expectations, companies struggle to provide a good experience to their customers. Online communities are essential to improve this.

Customer Expectations 56

Customer Expectations Customers Customer Experience Company 56

CSM Magazine

MAY 28, 2018

There are a lot of articles bemoaning the fact that employees aren’t engaged. These articles explain why employees may disengage from their organization. They don’t necessarily identify a framework to help those organizations become and remain attractive to their employees. According to Rob Goffee and Gareth Jones in their book, Why Should Anyone Work Here?

Policies 40

Policies Training Management Meeting 40

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