ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 71

Article 2020 Customer Service Loyalty Programs 71

ShepHyken

APRIL 11, 2022

Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. For just $8.99 Anytimed by Seth Godin.

Article 65

Article 2022 Customer Service Customer Service Training 65

ShepHyken

MARCH 23, 2020

My Comment: When it comes to customer service and support, I’m not a big believer of “surprise and delight.” ” The reasons could fill several chapters in a book. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 48

Article 2020 Customer Service Loyalty Programs 48

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that. The results?

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Customers 126

ShepHyken

MARCH 3, 2019

How the Internet of Things is Changing Customer Service b y Alan Finlay. Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. My Comment: The Internet of Things (IoT) is positively impacting the customer experience. Follow on Twitter: @Hyken.

2019 95

2019 Article Customer Service Omnichannel 95

ShepHyken

AUGUST 27, 2018

My Comment: Tiffany Bova is smart, and I’m especially excited about her new book, Growth IQ. 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.

2018 59

2018 Article Customer Service 2020 59

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Still, I liked this article a lot.

Article 107

Article 2020 Customer Service Social Media 107

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas. Colin Shaw.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. She recently wrote the book on customer understanding ! Aimee Lucas. Colin Shaw.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. Amazon started off as a small, garage-operated website, they earned our trust by selling books. Today, they have Amazon Web Services (AWS), Amazon Basics and more. Trust me, the effects of bad customer service are not worth it!

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

APRIL 13, 2020

So, let’s start with an article on customer friction, which most of the time we want to avoid, but sometimes is not avoidable. Given that I wrote an entire book on the concept of reducing friction ( The Convenience Revolution ), I found this article to be spot on. Make White-Glove Customer Experiences the Norm by Mark Smith.

Article 99

Article 2020 Customer Service Hotels 99

ShepHyken

JULY 23, 2018

(TNW) The marketplaces that are winning loyalty from today’s consumers are doing it by focusing on reducing customer friction points. My Comment: I was very excited to read this article, as it focuses on reducing friction, which is exactly what my upcoming book, The Convenience Revolution , is all about.

Article 69

Article 2018 Customer Service Banking 69