ShepHyken

APRIL 9, 2018

(HubSpot) If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken: In our research, we found that 63% of people don’t realize they’re already using AI technologies. Hubspot’s research found that 63% of people don’t realize they’re using AI technologies.

Net Promoter Score 90

Net Promoter Score Article 2018 Customer Service 90

ShepHyken

NOVEMBER 26, 2018

To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

SEPTEMBER 17, 2018

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. My Comment: Which brands are the leaders in customer loyalty? Tech Brands Dominate Brand Loyalty Rankings By Paul Ausick. (24/7

Article 83

Article 2018 Customer Service Automotive 83

ShepHyken

DECEMBER 17, 2018

(CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. My Comment: More trends for 2019, this time with a focus on how technology is impacting customer service. Follow on Twitter: @Hyken.

2018 80

2018 Article Customer Service 2019 80

ShepHyken

AUGUST 13, 2018

My Comment: Want to get better at customer service? There are plenty of resources to keep up-to-date with the latest customer service strategies, technologies and tactics – and my friend Steve DiGioia shares many of these in this article. Keep learning and stay at the top of your customer service game.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

MARCH 26, 2018

This is a typical story that represents their values and the commitment they have to their customers. . 10 Innovative Ways to Excite Your Customers by Deep Patel. Entrepreneur) Excited and engaged customers bring in 23 percent more profits. Follow on Twitter: @Hyken.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

SEPTEMBER 3, 2018

(Forbes) The CGS study, part of its annual Global Consumer Customer Service Report, examined consumer preferences for customer service engagements, specifically chatbot usage. My Comment: Are chatbots good or bad for customer service? Follow on Twitter: @Hyken.

Article 79

Article 2018 Customer Service Hospitality 79

ShepHyken

JULY 9, 2018

Poor Customer Service Costs UK Businesses £37 Billion by Stephanie Liais. RingCentral) UK businesses are losing billions of pounds each year as consumers continue to demonstrate their intolerance for bad customer experience. The post 5 Top Customer Service Articles for the Week of July 9, 2018 appeared first on Shep Hyken.

Article 84

Article 2018 Poor Customer Service Customer Service 84

ShepHyken

MAY 21, 2018

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. My Comment: Starbucks is a leader in customer service and experience. But will it work?

Article 83

Article 2018 Customer Service Customer Service Strategies 83

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. Follow on Twitter: @Hyken.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

JUNE 25, 2018

Gartner Reveals Three Customer Experience Myths. WHICH-50) Speaking at the Gartner Customer Experience and Technologies Summit in Sydney, Thompson busted three customer experience myths and argued industry leaders are successfully ignoring some of the strategies that have become synonymous with customer experience.

Article 85

Article 2018 Customer Service Loyalty 85

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. My Comment: Domino’s pizza has a simple business, right?

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

FEBRUARY 12, 2018

This past week he shared three really cool technologies that are being used to create better and unique customer experiences. From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

JULY 23, 2018

It’s called geolocation, and businesses are using it to give their customers personalized offers. Very cool technology that’s starting to catch on. Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) Is it a coincidence this happened? Follow on Twitter: @Hyken.

Article 69

Article 2018 Customer Service Banking 69

ShepHyken

APRIL 30, 2018

He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

ShepHyken

AUGUST 27, 2018

What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. My Comment: What will the future – at least in 2020 – of customer experience look like? Tiffany is right!

2018 59

2018 Article Customer Service 2020 59

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

NOVEMBER 18, 2020

Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. Amazon Go is a convenience store chain that has automated or self-service checkout. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Loyalty 142

Loyalty Books 2018 Customer Service Training 142

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. Great examples and I’m sure you’ll be surprised by a few of the ways these brands are embracing AI and technology. Or does it?

2018 48

2018 Article Customer Service Retail 48

ShepHyken

MARCH 12, 2018

McDonald’s continues to improve the system, this time with more technology, to create not just a better customer experience, but also one for employe es. The end result is that the technology allows employees to spend more time taking care of the customer. Done right, the investment into CX pays big.

2018 39

2018 Article Customer Service Social Media 39

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. The Smallest Things Can Make the Biggest Difference to Your Customers Featuring Guest Chris Smoje.

Article 122

Article Customer Service 2018 Books 122

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Here are my top five picks from last week.

2019 62

2019 Article Customer Service 2018 62

Stella Connect

JANUARY 25, 2018

With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. What will brands’ biggest concerns be in 2018? How will emerging and growing trends change the customer service equation?

2018 40

2018 Customer Service Contact Center Omnichannel 40

Comm100

JUNE 19, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. Recommended for you: [eBook]50 Customer Service Training Activities for Live Chat and Telephone Teams. Download Now.

2018 40

2018 Contact Center Entertainment Culture 40

ShepHyken

SEPTEMBER 23, 2019

Perhaps the title should be “How to Tell if Your Customer Service Agents Will Help Your Customers.”. 3 Ways Artificial Intelligence Is Transforming Customer Experience by Inge De Bleecker. The technology is already making an impact across many industries. billion in 2019 — a 44% increase over 2018.

Article 101

Article 2019 Customer Service Customer Journey Mapping 101

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In this article, there are four lines of companies that outsource call centers overseas, these are: Telecommunications and Technology Companies.

Call Center 81

Call Center Telecommunications Banking Financial 81

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

ShepHyken

SEPTEMBER 10, 2018

And, there are some good stats and facts about the importance of delivering an excellent service experience. How AI, Machine Learning And Other Disruptive Trends Are Defining The Future Of Customer Service by Julian Mitchell. How to train your agents to avoid these 5 customer service fails by Rhiân Davies.

Article 13

Article 2018 Customer Service Social Media 13

Integrity Solutions

MARCH 3, 2020

Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges. It’s clear that, even in a world where technology and artificial intelligence are now commonplace in call centers, the need for those uniquely human skills isn’t going away.

Contact Center 60

Contact Center 2018 2019 Culture 60

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

ShepHyken

AUGUST 20, 2018

Self-Service. Technology. Technology : Technology is an obvious way for companies to create more convenience. By providing an app or website, you are giving customers more options, more ways to connect, get information or even make purchases. They are: 1. Reduce Friction. Subscription. Follow on Twitter: @Hyken.

Books 81

Books Banking Magazine 2018 81

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In this article, there are four lines of businesses that outsource call centers overseas, these are: Telecommunications and Technology Companies.

Call Center 52

Call Center Telecommunications Banking Financial 52

Comm100

NOVEMBER 14, 2017

The service sector as a whole has experienced steady but sustained growth over the past decade (approx. 12% growth from 2008-2018) and in some countries around the world, it is the primary driver of their economy. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Service 45

Customer Service Customer Service Training Call Center Download 45

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40