ShepHyken

MAY 22, 2017

Losing the human touch from customer service can be bad for business by Business Matters. My Comment: Technology is changing the way we deliver customer service and support. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. For information contact or www.hyken.com.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

MARCH 27, 2017

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More by Robert Stanley. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

AUGUST 14, 2017

How to Justify the Importance of Customer Experience by Nitish Gautam. It’s not to build an excellent product using the latest innovative technologies. The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Retail 80

ShepHyken

OCTOBER 16, 2017

They are with your customers every day, and they may know more about them that just about anyone else in your company. 91% of Top Companies Use AI to Boost Customer Service, Improve Branding by Alison DeNisco Rayome. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author.

2017 77

2017 Article Customer Service ROI 77

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Why personalization is key for retail customer experiences by Jim Dicso. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The future is now!

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JANUARY 30, 2017

Digital Customers Less Loyal by Tanya Gazdik. Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

NOVEMBER 6, 2017

And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Customer Service Training 84

ShepHyken

MARCH 6, 2017

How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

MARCH 20, 2017

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. For information contact or www.hyken.com.

2017 69

2017 Article Customer Service Airlines 69

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

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Article 52

Article Net Promoter Score 2017 Customer Service 52

ShepHyken

SEPTEMBER 28, 2020

Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. For information on The Customer Focus customer service training pr.

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. 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

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 127

2020 Article Customer Service Books 127

ShepHyken

NOVEMBER 20, 2017

(Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage.

2017 38

2017 Article Customer Service Competitive Advantage 38

ShepHyken

OCTOBER 18, 2021

When a customer is willing to share it, unsolicited or not, good or bad, accept it with great appreciation. However you get it, you must choose the right metrics, use the right technology, and more. You still want to measure the current behavior of the customer. It’s what happened “yesterday.” Follow on Twitter: @Hyken.

Article 86

Article 2021 Customer Service Airlines 86

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 28

2017 Article Customer Service Loyalty Programs 28

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

2018 94

2018 Article Customer Service Social Media 94

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 62

2020 Article Customer Service Books 62

ShepHyken

OCTOBER 30, 2017

The Most Important Voice In Customer Service by Murph Krajewski. Forbes) As a business owner or leader in a customer service organization, you can spend countless hours (and dollars) on refining your processes and technology. One moment. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 24

2017 Article Social Media Customer Service 24

ShepHyken

NOVEMBER 13, 2017

CNBC) “Mad Money” host Jim Cramer spoke to Salesforce.com chief Marc Benioff about customer loyalty, new technology and competition. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

MAY 1, 2017

My Comment: When an author tells me that I’m about to read an article that is going to give me a lesson (or three) from icons in the customer service world (such as Nordstrom and Zappos), I take notice, and you should, too. In-store shopping lives on, but technology will dramatically change what it looks like.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. For information contact (314)692-2200 or www.hyken.com.

2017 74

2017 Article Customer Service Social Media 74

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52