ShepHyken

JANUARY 1, 2018

15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. If CX is important to you, and I know it is, then pay attention to what Bruce predicts for 2018.

2018 0

2018 Article Customer Service Culture 0

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. 4 Negotiation Strategies for Managing Difficult Retail Customers by Dean Kaplan.

Article 102

Article 2018 Customer Service 2019 102

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. This means that there are plenty of opportunities for companies looking to step up their service.

E Commerce 88

E Commerce 2018 Article Customer Service 88

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. Here are my top five picks from last week.

2018 90

2018 Article Customer Service Wireless 90

ShepHyken

JANUARY 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. It’s convenient and predictable, and customers love it. CEOs Who Are Transforming Customer Experience by Robert Reiss. Here are my top five picks from last week. What’s in the box?

Article 99

Article 2018 Customer Service Contact Center 99

ShepHyken

SEPTEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Violence of The Customer Experience by Mary Drumond and Guilherme Cerqueira. Worthix) The Customer Experience Economy is the most violent economy in the history of capitalism.

Article 82

Article 2018 Customer Service Automotive 82

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Article 86

Article 2018 Customer Service Customer Centricity 86

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. Try some of these ideas, old and new, and you may build an even better relationship with your customers.

Article 91

Article 2018 Customer Service 2019 91

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. The Psychology of Customer Service: Science-Backed Tips to Increase Customer Satisfaction by Marwan Jamal.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

MAY 14, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). My Comment: Charity is part of the customer experience.

2018 76

2018 Article Customer Service Employee Experience 76

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Article 80

Article 2018 Customer Service Airlines 80

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service: Where We Are and Where We Are Going by Fara Haron. My Comment: What does the future of customer service look like? Here are my top five picks from last week.

Article 86

Article 2018 Customer Service Contact Center 86

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? Managing the Fragile Customer Experience by Laurent Bride. (IT They know what good service is and expect it.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Good common sense tips to create a customer-focused culture. Top Five Bonus.

Article 85

Article 2018 Customer Service Customer Retention 85

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer experience is ‘tipping point’ for choosing a brand by Marianne Wilson. Chain Store Age) One bad experience can turn off a customer. Gartner Reveals Three Customer Experience Myths.

Article 85

Article 2018 Customer Service Loyalty 85

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JUNE 11, 2018

Each week I read a number of customer service and customer experience articles from various resources. Delivering Remarkable Experiences Is How You Win More Customers by Sonia Thompson. Happier employees mean more engaged employees, which is good for the customer and the company.

Article 77

Article 2018 Customer Service Loyalty 77

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. The Mechanics Of Customer Satisfaction: DMA Study Cites Obstacles And Goals by Ray Schultz . AI – Customer Experience Friend Or Foe?

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Why are customers embracing texting? How to set a return policy that works for the customer and you by Sam Kliger.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. My Comment: I love this article.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Here are eight ways you can thank your best customers. Here are my top five picks from last week.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Article 80

Article 2018 Customer Service Airlines 80

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. .” by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Article 75

Article 2018 Customer Service Airlines 75

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Article 81

Article 2018 Customer Service Loyalty Programs 81

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Article 81

Article 2018 Net Promoter Score Customer Service 81

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Loyalty 139

Loyalty Books 2018 Customer Service Training 139

ShepHyken

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. 4 Major Customer Service Faux Pas by Holger Reisinger . Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.

Net Promoter Score 103

Net Promoter Score Article Customer Service 2018 103

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences.

2018 59

2018 Article Customer Service 2020 59

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. billion market of 2018. by Eric Krapf. (No

Article 144

Article 2021 Customer Service 2026 144

ShepHyken

MARCH 28, 2018

The sales & marketing departments may get customers in the door. Shep Hyken (@Hyken) March 17, 2018. Ian Spindley #FBPE (@IanSpindley) March 17, 2018. What Ian is saying is that there are different departments working on the customer’s journey. Shep Hyken (@Hyken) March 17, 2018. Follow on Twitter: @Hyken.

Customer Experience 60

Customer Experience 2018 Loyalty Exceptional Customer Service 60

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 123

Sales Customer Service 2016 2017 123

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A successful customer experience strategy is a result of the company’s culture.

Article 121

Article Customer Service 2018 Books 121

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. New Report: Which Brands Deliver the Best Customer Experience? Here are my top five picks from last week.

2018 39

2018 Article Customer Service Social Media 39