Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

2018 78

2018 Customer Success 2011 Lifetime Customer 78

ShepHyken

NOVEMBER 12, 2018

Predictions 2019: Customer Experience Comes Under Fire by Harley Manning. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index ) scores showing little movement for the third year in a row. Follow on Twitter: @Hyken.

2018 90

2018 Article Customer Service 2019 90

ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

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. Follow on Twitter: @Hyken.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. 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.

2018 90

2018 Article Customer Service Wireless 90

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

2018 65

2018 Blog Workshop Innovation 65

ShepHyken

JULY 30, 2018

This short article has some very powerful ideas on how to go about creating a customer service training program. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover. Martech Advisor) 5 ways online and offline customer experiences are coming together. Follow on Twitter: @Hyken.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

DECEMBER 3, 2018

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. The post 5 Top Customer Service Articles for the Week of December 3, 2018 appeared first on Shep Hyken.

Article 102

Article 2018 Customer Service 2019 102

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. 15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash.

2018 81

2018 Article Customer Service Social Media 81

ShepHyken

MAY 14, 2018

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). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video.

2018 76

2018 Article Customer Service Employee Experience 76

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JANUARY 7, 2019

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. The post 5 Top Customer Service Articles for the Week of January 7, 2018 appeared first on Shep Hyken.

Article 99

Article 2018 Customer Service Contact Center 99

ShepHyken

AUGUST 13, 2018

Here are eight ways you can thank your best customers. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

2018 72

2018 Article Customer Service Loyalty 72

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. Prove That You’re Customer-Focused to Increase Trust.

Customer Experience 286

Customer Experience 2018 Culture Books 286

ShepHyken

OCTOBER 8, 2018

Good common sense tips to create a customer-focused culture. 10 Quotes That Will Inspire Your Customer Service Team by Christa Heibel. LinkedIn) In honor of National Customer Service week, we did a round up of 10 quotes that will inspire your customer service team! Top Five Bonus. Follow on Twitter: @Hyken.

Article 85

Article 2018 Customer Service Customer Retention 85

ShepHyken

NOVEMBER 19, 2018

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. The post 5 Top Customer Service Articles for the Week of November 19, 2018 appeared first on Shep Hyken.

Article 86

Article 2018 Customer Service Customer Centricity 86

ShepHyken

DECEMBER 10, 2018

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. The post 5 Top Customer Service Articles for the Week of December 10, 2018 appeared first on Shep Hyken.

Article 91

Article 2018 Customer Service 2019 91

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

SEPTEMBER 17, 2018

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. The post 5 Top Customer Service Articles for the Week of September 17, 2018 appeared first on Shep Hyken.

Article 82

Article 2018 Customer Service Automotive 82

ShepHyken

MARCH 26, 2018

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. The post 5 Top Customer Service Articles For the Week of March 26, 2018 appeared first on Shep Hyken.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

FEBRUARY 26, 2018

My Comment: Customers are more demanding than ever, especially when it comes to the customer experience. This, according to the article, can put a company that’s not customer focused in a “fragile” position. Mismanage the customer’s experience an d you may shatter the relationship and any hope for future business.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

SEPTEMBER 24, 2018

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. The post 5 Top Customer Service Articles for the Week of September 24, 2018 appeared first on Shep Hyken.

Article 86

Article 2018 Customer Service Contact Center 86

ShepHyken

NOVEMBER 26, 2018

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. The post 5 Top Customer Service Articles for the Week of November 26, 2018 appeared first on Shep Hyken.

Article 80

Article 2018 Customer Service Airlines 80

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. The post One Millimeter Mindset™ 2018 Collaborative Storytelling Blog Review appeared first on Babette Ten Haken. is available on Amazon.com.

Blog 68

Blog 2018 Workshop Customer Retention 68

ShepHyken

JUNE 17, 2018

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. The post 5 Top Customer Service Articles For the Week of June 18, 2018 appeared first on Shep Hyken.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

MAY 21, 2018

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. The post 5 Top Customer Service Articles For the Week of May 21, 2018 appeared first on Shep Hyken.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

JUNE 11, 2018

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. The post 5 Top Customer Service Articles For the Week of June 11, 2018 appeared first on Shep Hyken.

Article 77

Article 2018 Customer Service Loyalty 77

ShepHyken

JUNE 25, 2018

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. The post 5 Top Customer Service Articles for the Week of June 25, 2018 appeared first on Shep Hyken.

Article 85

Article 2018 Customer Service Loyalty 85

ShepHyken

MARCH 5, 2018

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. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken.

Article 81

Article 2018 Customer Service Loyalty Programs 81

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 40

Totango

JANUARY 22, 2018

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

ShepHyken

MAY 7, 2018

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. The post 5 Top Customer Service Articles For the Week of May 7, 2018 appeared first on Shep Hyken.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

APRIL 23, 2018

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. The post 5 Top Customer Service Articles For the Week of April 23, 2018 appeared first on Shep Hyken.

Article 79

Article 2018 Customer Service Customer Service Training 79

ShepHyken

NOVEMBER 5, 2018

.” 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. Follow on Twitter: @Hyken.

Article 80

Article 2018 Customer Service Airlines 80

ShepHyken

JUNE 4, 2018

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. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken.

Article 75

Article 2018 Customer Service Airlines 75