ShepHyken

OCTOBER 26, 2020

Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are planning for the right strategic pivots and preparing to adopt and optimize new tactics. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall.

2020 90

2020 Article Customer Service Contact Center 90

ShepHyken

DECEMBER 11, 2019

To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Stay in touch.

2020 118

2020 Customer Service Fashion Customer Service Training 118

ShepHyken

NOVEMBER 1, 2020

5 Customer Experience Strategies That Will Make Your Business Conversion Friendly by Dhaval Sarvaiya. CustomerThink) This is the era of customer experience. A Walker study (opt-in required) found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Article 106

Article 2020 Customer Service Magazine 106

Beyond Philosophy

OCTOBER 6, 2020

If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different. This episode of The Intuitive Customer covers my 5 Rules for Driving down costs without affecting customers. However, it doesn’t have to be.

Customer Focused 78

Customer Focused 2020 Measurement Customers 78

ShepHyken

DECEMBER 7, 2020

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 7, 2020 appeared first on Shep Hyken.

Article 148

Article 2020 Customer Service Loyalty Programs 148

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 127

2020 Article Customer Service Books 127

ShepHyken

FEBRUARY 24, 2020

While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study. According to Amazon’s Ian McAllister, working backward begins by “[trying] to work backward from the customer, rather than starting with an idea for a product and trying to bolt customers onto it.”

2020 106

2020 Article Customer Service Exceptional Customer Service 106

Confirmit

NOVEMBER 16, 2020

And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages.

2020 52

2020 Insurance 2019 Touchpoint 52

ShepHyken

FEBRUARY 16, 2020

Top 5 B2B Customer Experience (CX) Best Practices for 2020! Martech Advisor) This article unveils the top 5 B2B customer experience (CX) best practices for 2020. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Lipi Khandelwal.

2020 130

2020 Article Customer Service B2B 130

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

Article 76

Article 2020 Customer Service Culture 76

ShepHyken

SEPTEMBER 14, 2020

(Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service and the ones who serve your customers and help make your organization run seamlessly. Follow on Twitter: @Hyken.

2020 85

2020 Article Customer Service Net Promoter Score 85

ShepHyken

NOVEMBER 9, 2020

This week he writes about anticipatory innovation, where you come up with customer-focused ideas, such as (one of his examples), the Advil package that has a collapsible paper cup in the package. This is what happens when innovation intersects the customer experience. Follow on Twitter: @Hyken.

Article 110

Article 2020 Customer Journey Mapping Customer Service 110

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

ShepHyken

NOVEMBER 16, 2020

This is what will help customers choose you over your competition. 20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Follow on Twitter: @Hyken.

2020 86

2020 Article Customer Service E Commerce 86

ShepHyken

DECEMBER 28, 2020

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 28, 2020 appeared first on Shep Hyken.

Article 142

Article 2020 Customer Service Loyalty Programs 142

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 76

2020 Article Customer Service Touchpoint 76

ShepHyken

SEPTEMBER 21, 2020

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 21, 2020 appeared first on Shep Hyken.

Article 95

Article 2020 Customer Service Employee Experience 95

ShepHyken

JANUARY 13, 2020

You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. HubSpot) Customer relations should always be a top priority for any business. Follow on Twitter: @Hyken.

2020 93

2020 Article Customer Service Retail 93

ShepHyken

APRIL 27, 2020

” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. CustomerThink) While product differentiation and marketing strategies are important, companies that focus on customer experience are poised to win in the long run. My Comment: Creating a good customer experience is more than a strategy.

Article 84

Article 2020 Customer Service Government 84

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

2020 104

2020 Article Customer Service Contact Center 104

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020! Follow on Twitter: @Hyken.

2020 66

2020 Article Customer Service Hospitality 66

ShepHyken

SEPTEMBER 7, 2020

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 7, 2020 appeared first on Shep Hyken.

Article 92

Article 2020 Customer Service Customer Retention 92

ProProfs Chat

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

2020 66

2020 Customer Experience E Commerce E-support 66

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 62

2020 Article Customer Service Books 62

ShepHyken

AUGUST 17, 2020

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 August 17, 2020 appeared first on Shep Hyken.

Article 93

Article 2020 Customer Service Retail 93

ShepHyken

AUGUST 10, 2020

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 August 10, 2020 appeared first on Shep Hyken.

Article 93

Article 2020 Customer Service Customer Retention 93

Experience Investigators by 360Connext

DECEMBER 17, 2019

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. 10: Improving B2B Customer Experience: Is It More Personal Than B2C? 9: 5 Ways Successful Teams Close the Customer Experience Gap. And mean it.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

ShepHyken

MAY 18, 2020

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 18, 2020 appeared first on Shep Hyken.

Article 94

Article 2020 Customer Service Customer Retention 94

ShepHyken

AUGUST 24, 2020

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 August 24, 2020 appeared first on Shep Hyken.

Article 84

Article 2020 Customer Service Contact Center 84

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

ShepHyken

NOVEMBER 30, 2020

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 30, 2020 appeared first on Shep Hyken.

Article 86

Article 2020 Customer Service B2C 86

ShepHyken

JUNE 8, 2020

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 8, 2020 appeared first on Shep Hyken.

Article 83

Article 2020 Customer Service Connections 83

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. CX [link] — Blake Morgan (@BlakeMichelleM) February 11, 2020. Jeanne Bliss.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

ShepHyken

MAY 4, 2020

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 96

Article 2020 Customer Service Contact Center 96

ShepHyken

OCTOBER 19, 2020

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 October 19, 2020 appeared first on Shep Hyken.

Article 78

Article 2020 Customer Service Voice of Customer 78

ShepHyken

OCTOBER 12, 2020

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 October 12, 2020 appeared first on Shep Hyken.

Article 80

Article 2020 Customer Service Loyalty 80

ShepHyken

NOVEMBER 23, 2020

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 23, 2020 appeared first on Shep Hyken.

Article 86

Article 2020 Customer Service Net Promoter Score 86