ShepHyken

MARCH 14, 2022

Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the customer lifecycle. And there’s much more.

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ShepHyken

JANUARY 31, 2022

10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital. How Do You Solve a Problem Like… Eroding Customer Loyalty?

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2022 Article Customer Service Contact Center 64

ShepHyken

JUNE 13, 2022

(The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. consumers’ perceptions of 221 companies and federal agencies.

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2022 Article Customer Service Magazine 67

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

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Customer Service Contact Center 2022 Magazine 251

ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

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Article 2022 Customer Service Loyalty Programs 69

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Consumers may turn to Lyft.

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Article 2022 Customer Service Loyalty Programs 64

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

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Article Net Promoter Score 2022 Customer Service 67

ShepHyken

MAY 16, 2022

(CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. What makes a consumer tick? How can we transmute our brand to connect emotionally with our consumers to evoke human-like connotations and synergy? What is important to them?

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Article 2022 Customer Service Net Promoter Score 64

ShepHyken

OCTOBER 24, 2022

Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer service and more than half, 55%, will stop using or buying from a retailer after several poor experiences. Some training courses are designed for all employees.

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Article 2022 Customer Service Retail 51

ShepHyken

MAY 9, 2022

Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. The Wise Marketer) Whether due to the rise of e-commerce, the disruptions of the pandemic, or other factors specific to a given industry, the old patterns of consumer behavior no longer hold true in the current marketplace.

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Article 2022 Customer Service E Commerce 67

ShepHyken

MAY 23, 2022

Here is everything from analyzing the customer’s journey to response/hold times – and much more. While there might not be anything new, you’ll find some important reminders that will help you stay customer-focused. Deliver Frictionless CX for Today’s On-the-Go Consumers by Einat Weiss, NICE CXone. (No

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Article 2022 Customer Service Sports 64

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Article 2022 Customer Service Retail 69

ShepHyken

FEBRUARY 21, 2022

The Value Gap a New Blueprint for Customer Expectations by Quinine. Quinine) Brands continually need to work hard to understand the new priorities of consumers, as what they value changes, and what they need and want from their physical retail experiences shifts. It’s when consumers feel like they’ve won the lottery.

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ShepHyken

JANUARY 10, 2022

And even if that doesn’t describe your customers, know that their awareness for what customer service should or should not be is heightened from experiencing lower levels of service due to the pandemic, labor shortage, and higher costs. Go to The Customer Focus to learn more about our customer service training programs.

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Article 2022 Customer Service Loyalty Programs 73

ShepHyken

MARCH 28, 2022

How to Ensure Your Customers Remain Satisfied & Loyal by Olivia Parkinson. The Apopka Voice) Your business can’t operate and grow unless you have steady and paying customers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. There will always be things we don’t know about how consumers think. However, researchers have been collecting data on customer service satisfaction for years.

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Article 2022 Customer Service Customer Journey Mapping 67

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

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Chief Customer Officer 2022 Customer Service Training Connections 123

Stella Connect

DECEMBER 15, 2021

Brands that don’t risk significant customer churn. This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the US and UK.

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Poor Customer Service 2021 2022 Consumers 75

Stella Connect

JANUARY 28, 2022

They’re bringing their A-game, embodying your company’s brand values, and putting customers first. What else can they—and your organization—do to make things even easier for the consumer? Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service.

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ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. Follow on Twitter: @Hyken.

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2021 Article Customer Service 2022 69

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

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Poor Customer Service 2021 2022 Consumers 84

ShepHyken

JANUARY 2, 2023

CustomerThink) Change encourages adjustment, after all, and retailers had a lot to adjust to in 2022. According to Nielsen Media, as of 2022 there are over half a million brands globally. In these times of uncertainty and rapid change, consumers gravitate toward brands they trust. Here are six big ones.

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Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

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E Commerce 2023 E-support Customer Experience 83

ShepHyken

MAY 11, 2022

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? Follow on Twitter: @Hyken. appeared first on Shep Hyken.

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ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. in 2022 and 5.4% Connect with Shep on LinkedIn.

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Article 2023 Customer Service Magazine 62

ShepHyken

AUGUST 8, 2022

No doubt these can co-exist and the end result is a better experience for your customers and employees. 7 Ways Videos Improve Customer Experience by Andre Oentoro. Zonka) Smartphones and the internet have influenced the way people consume online content and access information. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Culture 23

ShepHyken

NOVEMBER 7, 2022

Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. Fast Company) In recent years, much has been written about the shifting relationships between consumers and companies. 14 Best Customer Service Blogs to Follow in 2022 by Tetiana Shataieva. That’s PR and marketing.

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2022 Article Customer Service 2023 14

ShepHyken

JUNE 20, 2022

(CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. At first, coffee was cheap and plentiful — though options for consuming it were limited. Consumers Embracing Premium Loyalty Programs by Retail Customer Experience.

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2022 Article Customer Service Loyalty Programs 12

ShepHyken

SEPTEMBER 12, 2022

Customer Brand Preference and Decisions: Gallup’s 70/30 Principle by Ryan Pendell. Gallup) What motivates consumers to stay loyal to a brand? Are consumers primarily rational actors, looking to maximize benefits for themselves? Go to The Customer Focus to learn more about our customer service training programs.

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Article 2022 Customer Service Magazine 14

ShepHyken

OCTOBER 3, 2022

The research in this article claims that WhatsApp is becoming a popular way for a consumer to connect with a brand. The company surveyed 1,000 consumers through an online questionnaire. Self-service solutions in retail are being referred to as unattended retail. Pepsico Foodservice Exec Talks Unattended Retail by Elliot Maras.

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ShepHyken

JULY 25, 2022

AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. However, when done right, it can be an effective communication tool to gain new clients and customers. Go to The Customer Focus to learn more about our customer service training programs.

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Article 2022 Customer Service Magazine 13

ShepHyken

JULY 18, 2022

It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. My Comment: Gen Z is an important group of consumers (and employees). This article hits some of the highlights with the help of the 2022 Experience Trends report. Follow on Twitter: @Hyken.

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Article 2022 Customer Service B2B 13

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

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ShepHyken

OCTOBER 10, 2022

Here’s What Customer’s Really Want. Entrepreneur Media) The idea of consumer loyalty has been around for centuries. But with a growing consumer appetite for privacy and control, it may be time to rethink the traditional brand relationship. The Secret to Building Brand Devotion is Not a Loyalty Program.

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ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

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Article 2022 Customer Service E Commerce 12

ShepHyken

MAY 1, 2023

Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. As the economy struggled to stabilize due to lingering supply chain shortages caused by the pandemic, coupled with the highest inflation in 40 years, retailers turned to loyalty to attract and retain customers.

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2023 Article Customer Service 2009 13

ShepHyken

JANUARY 30, 2023

Start your thinking about how this technology will impact customer support and CX by reading this article. The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally.

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2023 Article Customer Service Banking 23