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SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. ’ Article No. article, David describes how to leverage the value of relationships in the customer experience journey. March 26, 2019 | David Nour | Inc.

2019 210

2019 Article Net Promoter Score Financial 210

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MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. That message is loud and clear in just the first two paragraphs of this article. Here are my top five picks from last week.

Article 84

Article 2024 Customer Service Government 84

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem.

Article 79

Article 2024 Customer Service Airlines 79

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

2024 79

2024 Article Hotels Loyalty Programs 79

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. That message is loud and clear in just the first two paragraphs of this article. Here are my top five picks from last week.

Article 79

Article 2024 Customer Service Government 79

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. You’ll have to read the article to find out more. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.”

2024 61

2024 E Commerce Article Customer Service 61

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 58

2024 Article Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 56

2024 Article Customer Service Retail 56

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Gen Z will become the most powerful force of consumers in the next few years. This article shares some great insights and findings.

2024 68

2024 Article Customer Service Social Media 68

ShepHyken

SEPTEMBER 10, 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. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Article 81

Article 2023 2028 Customer Service 81

InMoment XI

NOVEMBER 26, 2019

This consumer-focused and. View Article. Today, the unavoidable fact is that people make decisions and invest their loyalty based mainly on experiences, not necessarily the nuances of products or services.

Consumers 260

Consumers Innovation Loyalty Article 260

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This short article highlights six brands that are doing it right. Buyers/procurement professionals are still consumers at some level.

2024 62

2024 Article Customer Service B2B 62

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

2024 62

2024 Article Customer Service Net Promoter Score 62

ShepHyken

MAY 24, 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. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Follow on Twitter: @Hyken.

2021 156

2021 Article Customer Service Customer Retention 156

ShepHyken

AUGUST 9, 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 Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

2021 147

2021 Article Customer Service Social Media 147

ShepHyken

JULY 19, 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 article explains the role is “transitionary,” however I believe that there is no destination. This excellent article is written by a Ph.D.

2021 148

2021 Article E Commerce Customer Service 148

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

2024 61

2024 Article Customer Service Workshop 61

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

2024 62

2024 Article Customer Service Average Handle Time 62

ShepHyken

FEBRUARY 14, 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. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

OCTOBER 9, 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. The five ideas in this article are a great place to start. The examples used in the article come from Starbucks, Disney, Apple, and Ritz-Carlton.

2023 64

2023 Article Customer Service Airlines 64

ShepHyken

JUNE 7, 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. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!

Article 135

Article 2021 Customer Service Loyalty Programs 135

ShepHyken

JULY 12, 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. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Article 128

Article 2021 Customer Service Retail 128

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Unlike customer service, consumers might not be direct buyers but benefit from support.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Article 68

Article Customer Service 2023 Contact Center 68

ShepHyken

APRIL 26, 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. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

2021 136

2021 Article Customer Service Loyalty Programs 136

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. Here are my top five picks from last week.

2024 58

2024 Article Customer Service Social Media 58

ShepHyken

FEBRUARY 1, 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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

2021 141

2021 Article Customer Service Rewards Programs 141

ShepHyken

JULY 17, 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. Back when this expression was in vogue, consumers had far fewer choices than today so, ultimately, customer satisfaction wasn’t really a big concern.

Article 62

Article 2023 Customer Service Retail 62

ShepHyken

MARCH 14, 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. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Article 73

Article 2022 Customer Service Call Center 73

ShepHyken

MARCH 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. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. Edelman and Mark Abraham.

2022 68

2022 Article Customer Service Magazine 68

ShepHyken

DECEMBER 28, 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. This is an interesting article on how a gift can create a psychological impact, increase loyalty and more. PYMNTS) “I’m a consumer.

Article 142

Article 2020 Customer Service Loyalty Programs 142

ShepHyken

AUGUST 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. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Article 62

Article 2023 Customer Service Magazine 62

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. Here are my top five picks from last week.

Article 65

Article 2022 Customer Service Loyalty Programs 65

ShepHyken

OCTOBER 23, 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 that most consumers look at reviews before making a purchase. Here are my top five picks from last week.

Article 64

Article Customer Service 2023 Contact Center 64

ShepHyken

JUNE 11, 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. And most likely, that will be to a consumer experience. Here are my top five picks from last week. It must be ongoing and continuously improving.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

AUGUST 28, 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 have added my comment about each article and would like to hear what you think too. My Comment: I couldn’t go a week without an article about AI.

2023 62

2023 Article Customer Service Magazine 62