ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What are brand expectations? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Here are my top five picks from last week.

Article 130

Article E Commerce 2021 Customer Service 130

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.”

Article 66

Article Customer Service 2023 Contact Center 66

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. Want to “deliver delight” to your customers?

Article 69

Article 2022 Customer Service B2C 69

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to handle customer complaints? Fiverr has been one of my favorite online brands for years. Guess what?

2021 79

2021 Article Customer Service Customer Retention 79

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Who wouldn’t like to delight customers!?

Article 89

Article 2021 Customer Service Retail 89

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. Take The Lead!

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Here are my top five picks from last week.

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. The headline is a fun one.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. This article includes four trends.

2021 95

2021 Article Customer Service B2B 95

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. My Comment: Is customer service getting better?

2021 72

2021 Article Customer Service Hospitality 72

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Selling to the right type of customers makes everything better. You need to “own” this customer segment.

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

Ann Michaels and Associates

MARCH 13, 2020

What do your customers expect? “ Service is praised or criticized because of expectations.” Steps to Start Today to Understand Customer Expectations. How do you listen to your customers? Neil writes, “Service is praised or criticized because of expectations.” Is it by survey?

Customer Expectations 64

Customer Expectations Management Social Media Government 64

ShepHyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are Lifelike Digital Humans the Future of Customer Experience? It also adds to the customer experience. by Rebecca Bellan.

Article 69

Article 2022 Customer Service 2005 69

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery.

Article 67

Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I refer to that as the expectation gap – what you think you are going to get versus what you actually get.) Is it that simple?

Article 62

Article Customer Service 2023 Customer Service Training 62

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience? 54% of U.S.

Brands 105

Brands Customer Experience E Commerce E-support 105

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Customer is the ultimate king.

Article 83

Article 2018 Customer Service Airlines 83

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? This article reminds of this strategy. by Mary Drumond.

2019 117

2019 Article Customer Service Leadership 117

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty. Customer experience means a plethora of different things to different people. This list goes on.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. Here are my top five picks from last week.

2018 96

2018 Article Customer Service 2019 96

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important.

2019 87

2019 Article Customer Service Guest Experience 87

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

ShepHyken

JULY 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why B2B Customer Experience Programs Fail by Sarah Frazier. Here are my top five picks from last week.

Article 106

Article 2019 Customer Service B2B 106

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. I wrote a book on it!)

2019 107

2019 Article Customer Service Competitive Advantage 107

ShepHyken

FEBRUARY 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Article 62

Article Customer Service 2023 Call Center 62

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience? 54% of U.S.

Brands 87

Brands Customer Experience E Commerce E-support 87

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service Training 152

Customer Service Training Brands Blog Customer Service 152

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Why Do You Need to Elevate Customer Experience? 54% of U.S.

Brands 83

Brands Customer Experience E Commerce E-support 83

GetFeedback

MAY 8, 2019

It’s what every company wants following a consumer’s experience with their brand. Our inboxes receive surveys from companies we have done business with, asking for our feedback on a purchased product or service or an experience with their customer support desk. Customizing a Survey Just Makes Sense. The design itself.

Brands 170

Brands Social Media Sports Feedback 170

InMoment XI

DECEMBER 23, 2021

Customer narratives are a goldmine for companies looking to eradicate superficial and deep-seated problems. Brands can achieve all of this by sticking to a simple, five-step framework that we call the Continuous Improvement Framework: define, listen, understand, transform, realize. Learn the process in this article.

2022 529

2022 Customer Experience Feedback Brands 529

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Follow on Twitter: @Hyken.

Article 77

Article 2020 Customer Service Loyalty 77

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors?

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

2018 90

2018 Article Customer Service 2019 90

Kustomer

AUGUST 23, 2021

Brands are now actively expanding their global footprint, knowing that they can no longer rely on traditional marketing methods like advertising to grow. They need to deal with unprecedented challenges head on if they’re going to continue to effectively attract, interact with, and retain loyal customers. The proof is in the pudding.

Interaction 98

Interaction Brands E Commerce E-support 98