ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

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2024 Article Hotels Loyalty Programs 77

ShepHyken

FEBRUARY 19, 2023

Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience. To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen (VentureBeat) Do you have a brand you just can’t live without?

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Article Customer Service 2023 Customer Service Training 62

ShepHyken

FEBRUARY 25, 2024

My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. Customer service trends to watch in 2024 by St.

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2024 Article Customer Service Average Handle Time 61

ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service.

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2024 Article Customer Service Customer Journey 66

ShepHyken

JANUARY 7, 2024

6 Retail Loyalty Programs With Something To Offer In 2024 by Jenn McMillen (Forbes) If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. It must become part of the company’s values. Connect with Shep on LinkedIn.

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2024 Article Customer Service Contact Center 66

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. My Comment: Another one of my favorite topics is customer loyalty.

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2023 Article Customer Service 2009 13

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

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2023 Article Customer Service Magazine 12

ShepHyken

JANUARY 23, 2023

It also includes some findings on why customers would leave your program. BONUS #2 13 of the most popular Customer Experience blogs by Steven Van Belleghem (Steven Van Belleghem) I am always looking for interesting sources to update my customer experience knowledge.

2023 14

2023 Article Customer Service Contact Center 14

ShepHyken

SEPTEMBER 2, 2019

Debunking Automation Myths In Customer Support by Anand Janefalkar . Forbes) Since the early days, innovation and automation have transformed the way companies provide products or services to their customers. A Gartner survey claims that by 2023 more than 40% of customer service will be automated.

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Article 2019 Customer Service 2023 85

ShepHyken

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. So, if there’s a break up, be ready to make up!

2023 12

2023 Article Customer Service Contact Center 12

ShepHyken

MARCH 5, 2023

More Consumers Want Better Customer Experience by Retail Customer Experience (Retail Customer Experience) More than half, 69%, of consumers want retailers to improve their customer experience, a hefty jump from 35% in 2019 and just about the same number, 61%, judge a retailer’s innovativeness based on its communications.

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Article 2023 Customer Service E Commerce 13

ShepHyken

MARCH 27, 2023

In the long term, this can challenge a company’s ability to compete and innovate. My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

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Article Customer Service 2023 2022 22

ShepHyken

APRIL 24, 2023

Fellow customer experience expert, Dan Gingiss, takes this concept to the business world and recommends we start a CX Spring Cleaning Project with plenty of ideas on how to do so. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It has also sparked anxiety.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

JUNE 5, 2023

How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl (Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. Connect with Shep on LinkedIn.

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Article Customer Service 2023 Retail 15

ShepHyken

OCTOBER 16, 2023

Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed (Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers.

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Article Customer Service 2023 Customer Centricity 12

ShepHyken

JUNE 19, 2023

Whether you have a small business or a large brand, some tips and ideas in this article will help you attract and keep your customers. Apple’s Vision Pro and Steve Jobs’ Legacy of Customer-Centric Innovation by Justin Racine (CMSWire) Steve Jobs was known for his unwavering commitment to what he believed was best for consumers.

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Article Net Promoter Score Customer Service 2023 14

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

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2023 Article Customer Service Government 62

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

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2023 Article Customer Service Government 64