ShepHyken

MAY 22, 2017

(BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

OCTOBER 16, 2017

(TechRepublic) Companies including Alibaba, Lexus, and Uber use both human and automated customer service to deliver the best results, according to a report from MIT Technology Report and Genesys. Key Takeaways from Zendesk’s Customer Experience Council by Elyse Simek. Follow on Twitter: @Hyken.

2017 77

2017 Article Customer Service ROI 77

ShepHyken

NOVEMBER 27, 2017

Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer. CIOs need to focus on customer experience now by Zavalaeus Kerr. 6 Key Statements to Propel Your Customer Experience Program by Bill Price. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

SEPTEMBER 18, 2017

3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. Five, in fact. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Hospitality 82

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

2017 97

2017 Article Customer Service Airlines 97

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

AUGUST 14, 2017

to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. How to Justify the Importance of Customer Experience by Nitish Gautam. The answer lies in improving Customer Experience (CX). Will AI Replace Humans In The Customer Service Industry?

2017 80

2017 Article Customer Service Retail 80

ShepHyken

NOVEMBER 6, 2017

If your company wants to truly be focused on delivering an amazing customer experience, then the customer must be at the heart of every strategic decision that is made. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko.

2017 84

2017 Article Customer Service Customer Service Training 84

ShepHyken

JANUARY 30, 2017

Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

AUGUST 28, 2017

Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Contact Center 80

ShepHyken

APRIL 17, 2017

United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. The answer is no and yes and, this is a customer experience lesson for business leaders. My Comment: I couldn’t let this week’s Top Five list get away without at least one article about the United Airlines Customer Service debacle.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

OCTOBER 23, 2017

Impulse service on steroids by Chip Bell. Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-ha ve” state of mind? Why personalization is key for retail customer experiences by Jim Dicso.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JUNE 5, 2017

Brands unclear who should take responsibility for customer experience by Charlotte Rogers. Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Some companies have a Chief Experience Officer.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. When a customer posts a message on any social channel, the company must respond. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Social Media 76

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Customers want it and are expecting it.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

FEBRUARY 20, 2017

Customer Experience Excellence Centre Analysis by Nunwood. KPMG) For seven years the Excellence Centre has been comprehensively researching the UK and US markets through the Customer Experience Excellence (CEE) programme. Pay attention to their six pillars of customer experience, especially the one on personalization.

2017 85

2017 Article Customer Service Contact Center 85

ShepHyken

OCTOBER 2, 2017

‘Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Wharton School) Companies carefully craft the products they sell to customers, but rarely do they give the same thoughtfulness to designing what could be the most critical part of the sales process: customer experience.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

MARCH 20, 2017

#SXSW: Emerging AI with a Focus on Greater Experiences by Jeannie Walters . My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. Jeannie Walters reports on the current state of AI.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

SEPTEMBER 4, 2017

My Comment: Want to now what your customers hate more than anything (when it comes to customer service)? Then read this article featuring five of the top “irritations” that customers in any business might experience. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . And here is where the story gets better. .

Sales 124

Sales Customer Service 2016 2017 124

ShepHyken

JANUARY 23, 2017

(CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. I especially love number three… that prospective customers watch how you treat current customers.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

MARCH 6, 2017

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

MAY 15, 2017

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

OCTOBER 17, 2016

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

2016 130

2016 Article Customer Service 2017 130

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

2016 127

2016 Article Customer Service 2017 127

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. 5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt.

2021 85

2021 Article Customer Service Retail 85

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Article 85

Article 2021 Customer Service Airlines 85

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. But, what I do agree with author’s view about the three ways chatbots are making the customer experience better.

2020 125

2020 Article Customer Service Books 125

ShepHyken

OCTOBER 9, 2017

Eglobalis ) Companies are shooting themselves in the foot consistently around their customer experience. My Comment: The author starts the article with a great (Tweetable) quote: Quality is the main pillar of any product and service is the main pillar of a great customer experience. by Ricardo Saltz .

2017 41

2017 Article Customer Service Document 41

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Why does my business have such angry customers? Real Business) It’s common knowledge that understanding and fulfilling a consumer’s needs equates to a happier, more satisfied and loyal customer.

Article 52

Article Net Promoter Score 2017 Customer Service 52

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

NOVEMBER 20, 2017

Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. Hence, unfortunately, when it comes to cost cutting or deprioritizing, customer experience initiatives are the first ones to face the brunt.

2017 38

2017 Article Customer Service Competitive Advantage 38

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Like Serena’s playing style, companies today must consistently make bold bets on customer experience even in uncertain times. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 52

Article Customer Service 2017 Loyalty Programs 52