ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better.

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ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Connect with Shep on LinkedIn. The numbers make the case. CX doesn’t cost.

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ShepHyken

JANUARY 1, 2024

This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.” My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

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ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.

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ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

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ShepHyken

MARCH 25, 2024

Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

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ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

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ShepHyken

MARCH 4, 2024

The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” ‘Experiences over things’ has become the millennial’s mantra, and it’s flowing through to previous and future generations too.

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ShepHyken

MAY 13, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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Article 2024 Customer Service Loyalty Programs 72

ShepHyken

APRIL 9, 2024

We asked: If you were to rate a customer experience on a scale of 1 to 5 – where 1 is bad, 2 is fair, 3 is average or satisfactory , 4 is good, and 5 is excellent – how likely are you to return to this company or brand if you rated them a 3? Connect with Shep on LinkedIn. The survey results are worth paying close attention to.

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ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. Connect with Shep on LinkedIn.

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ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

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ShepHyken

MARCH 31, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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Article 2024 Customer Service Government 81

ShepHyken

APRIL 1, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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Article 2024 Customer Service Government 76

ShepHyken

MARCH 26, 2024

Perhaps it was a person who was helpful, knowledgeable, and friendly, which, by the way, are the three experiences customers say are most likely to get them to come back, according to our 2024 CX research (sponsored by RingCentral ). Connect with Shep on LinkedIn. They made your experience enjoyable and easy.

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ShepHyken

MARCH 10, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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ShepHyken

DECEMBER 24, 2023

AI Will ‘Dominate Customer Experience in 2024’ by Moshe Beauford (Channel Futures) Jon Heaps is co-founder and managing partner at Ascent Business Partners, a company that helps the channel understand how artificial intelligence (AI) might benefit it and its customers. Connect with Shep on LinkedIn.

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ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. What an honor.

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ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. In addition, you’ll get six more strategies and tactics to create your customer and employee experience plan. Connect with Shep on LinkedIn.

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ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

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ShepHyken

NOVEMBER 19, 2023

And then, there are other clues, such as how many tickets or requests for service/help, how long it takes to respond to a customer, and more. This short article will get you thinking about the clues indicating your customer support and CX efforts are working. Connect with Shep on LinkedIn.

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