CloudCherry

SEPTEMBER 1, 2019

His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold more than half a million copies worldwide.

2013 244

2013 2011 2012 2010 244

Customer Enthusiast

OCTOBER 30, 2020

A recent Wall Street Journal article provided a trove of insights into online consumer reviews based on academic research from Dartmouth, Harvard, and others. Some of the research validated what one might expect: that verified reviews have more credibility with consumers than anonymous reviews. But there were a few surprises too.

Consumers 73

Consumers Article Insights Customer Service 73

TechSee

JUNE 16, 2022

Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

DECEMBER 7, 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. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Article 146

Article 2020 Customer Service Loyalty Programs 146

Clarivate

NOVEMBER 1, 2021

After leaving Elsevier, he became an independent scientific advisor and visiting professor at the Sapienza University of Rome and University of Granada where he continued to research and publish articles and books. His books became the cornerstone of bibliometrics education.

2021 105

2021 2010 2004 2005 105

ShepHyken

JANUARY 28, 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 shares something I had not heard of: how Walt Disney created “the desired path.” Here are my top five picks from last week.

2024 66

2024 Article Customer Service Customer Journey 66

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Customer experience is the key competitive differentiator.” - Wall Street Journal. Put customer experience at the heart of your operations.”-

Article 122

Article Customer Experience Brands Customers 122

Customer Input

OCTOBER 17, 2013

Articles Customer input Journal Featured Customer Experience Loyalty Loyalty Programs' Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.

Loyalty Programs 110

Loyalty Programs Loyalty Customer Experience Article 110

ShepHyken

JULY 29, 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. This article has some examples of good and bad vision statements, but they are all short. Then you must read this article.

Article 119

Article 2019 Customer Service Customer Success 119

ShepHyken

JUNE 13, 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 with an article about the subscription model. This article has the answer. Sign Me Up!

2022 67

2022 Article Customer Service Magazine 67

ShepHyken

OCTOBER 22, 2021

The Journal of Consumer Research has found that more than 50% of a customer experience is based on emotions: People remember how you made them feel. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Choose Your Words Wisely: The Right Words Matter!

Customer Experience 145

Customer Experience Management Return on Investment Banking 145

Beyond Philosophy

APRIL 4, 2020

The Harvard Business Review also published an article about her results, “ Why We’re Incentivized by Discounts and Surcharges ” in February of this year. In this episode of The Intuitive Customer, our guest host Alicea “Allie” Lieberman, a Ph.D.

Consulting 88

Consulting Customers Article Customer Experience 88

Customer Enthusiast

JULY 3, 2019

Two years later, according to this recent Wall Street Journal article, headsets […]. At that time, Walmart was testing VR-enabled learning in 31 of its Training Academies with aspirations to expand the training to 140,000 associates per year. The post The limitations of virtual-reality training appeared first on Steven Curtin.

2017 60

2017 Blog Article Engagement 60

Oracle

MARCH 6, 2020

According to Search Engine Journal , messages sent by Facebook Messenger bots have an open rate of 70 – 80% within the first hour. By contrast, Facebook chatbots can secure businesses a hefty increase over what would typically be considered a strong email open rate, according to the Search Engine Journal article.

Customer Experience 92

Customer Experience 2017 Omnichannel Customer Experience Professionals 92

Alida

SEPTEMBER 6, 2018

Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. ” – Deloitte in The Wall Street Journal .

Retail 243

Retail E Commerce 2017 E-support 243

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Contact Center 62

Contact Center Airlines Hospitality Insurance 62

Beyond Philosophy

AUGUST 12, 2020

To read Professor Hamilton’s article in the Journal of Retailing and the importance of including product returns as a part of the customer journey, please click here. If you want to dive into the concept of memory in more detail, you can read an article on it by clicking here. Memory is vital to Customer Experience.

Customer Journey Mapping 187

Customer Journey Mapping Hotels Customer Journey Net Promoter Score 187

Beyond Philosophy

JULY 19, 2018

In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.” Journal of the Royal Society of Medicine 107.2 Or, in other words, unless the resident opts-out as an organ donor. & Zeckhauser, R. 2014): 56–60.

2008 199

2008 2018 2017 2014 199

ShepHyken

AUGUST 12, 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. Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. This Is Why.

2019 97

2019 Article Customer Service ROI 97

ShepHyken

APRIL 1, 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. My Comment: The title of this article is “A Complete Guide to Social Media Customer Service.” Do Customers Trust Your Tech?

2019 99

2019 Article Customer Service Social Media 99

Customer Enthusiast

JANUARY 22, 2019

I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the Henn na, or “Strange,” Hotel, in western Japan. As it turns out, over half the hotel’s 243 robots have been culled due to guest complaints about their ineffectiveness.

Hotels 56

Hotels Customer Experience 2019 Article 56

ShepHyken

JANUARY 22, 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 article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Article 48

Article 2023 Customer Service Contact Center 48

Customer Input

JANUARY 22, 2014

Articles Customer input Journal Featured Customer Experience Engagement Loyalty Loyalty Programs' Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.

Loyalty Programs 67

Loyalty Programs Loyalty Article Engagement 67

Customer Input

MAY 9, 2012

Articles Customer input Journal Featured Customer Experience Customer Experience Lifecycle Experience Design Interaction Narratives Psychology Touch-points' Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.

Engagement 93

Engagement Customer Experience Interaction Article 93

Customer Input

JUNE 5, 2013

Articles Customer input Journal Featured Customer Experience Leadership' With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

Customer Experience 101

Customer Experience Leadership Definition Article 101

Beyond Philosophy

JANUARY 18, 2017

The Wall Street Journal has released its annual scorecard of U.S. Spirit told the Wall Street Journal that it has improved its operations, but it expects to get more complaints than other airlines because customers who buy tickets through travel agents may not understand Spirit’s fee structure.

Airlines 122

Airlines Travel 2015 Culture 122

ShepHyken

MARCH 16, 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. ” That’s how this article starts, and it has been one of my points to our clients for years. 1 for CEOs by Wharton.

Article 90

Article 2020 Customer Service Competitive Advantage 90

Team Support

SEPTEMBER 1, 2020

This article was originally published Aug. 28, 2020 at 3:56pm EDT to Dallas Business Journal. Brackets] indicate editing by TeamSupport editorial staff from original piece published in the Dallas Business Journal. About the Author: Brian Womack is a staff writer for the Dallas Business Journal.

Marketing 95

Marketing B2B 2018 Innovation 95

Brad Cleveland Blog

NOVEMBER 2, 2017

Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. The article, “Great Customer Service on a Shoestring Budget,” is available here. It includes four recommendations that don’t require significant upfront investment.

Customer Service 68

Customer Service Article Customers Contact Center 68

Clarivate

JULY 26, 2022

Starting from the 2023 JCR release, Journal Impact Factors will be expanded to all Web of Science Core Collection journals including arts and humanities. Today we’re proud to announce that in the 2023 release of the Journal Citation Reports , all Web of Science Core Collection journals will receive a Journal Impact Factor (JIF).

2023 143

2023 Definition Consulting Feedback 143

Interactions

JULY 7, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”.

Virtual Agent 62

Virtual Agent Contact Center Advertising Technology 62

2020 Research

OCTOBER 6, 2022

This article will explore the definition of digital ethnography, research methods used by ethnographers for market research, the benefits of this type of research, and a pertinent use case. Participants keep an online journal, engage in forum discussions, take photos/videos, or create digital mood boards which they share with researchers.

Travel 52

Travel Consumers Document Definition 52

ShepHyken

JULY 30, 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. Training Journal) Your staff are usually the first people customers will interact with. Here are my top five picks from last week.

2018 78

2018 Article Customer Service Customer Service Training 78

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. This year’s data summarizes Web of Science citations from 2021, including 35,000 publications (journals, books and conference proceedings), 2.7 Baseball player Yogi Berra.

2022 138

2022 2021 2020 2010 138

Beyond Philosophy

DECEMBER 6, 2017

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.” The term sounds benign, but the consequences are anything but. But they didn’t work.

2005 144

2005 Books Hospitality Healthcare 144

PeopleMetrics

JULY 20, 2020

He has published eight articles in peer-reviewed scholarly journals and has taught over 25 marketing classes. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Andrew Mcfarland

JUNE 10, 2019

Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” ” While it isn’t perfect (what is?) it remains a simple and useful corporate tool.

NPS 48

NPS Article Net Promoter Score Management 48