ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. Then read this article and pay attention to all five points.

Article 94

Article 2020 Customer Service Employee Experience 94

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. Lots to learn here.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. My Comment: Is customer service getting better?

2021 72

2021 Article Customer Service Hospitality 72

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. 2019 AI Outlook: Is Customer Service The New Marketing?

2018 97

2018 Article Customer Service 2019 97

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. The headline is a fun one.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? This article reminds of this strategy. by Mary Drumond.

2019 118

2019 Article Customer Service Leadership 118

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Read this article and you’ll find out!

2019 107

2019 Article Customer Service Competitive Advantage 107

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I refer to that as the expectation gap – what you think you are going to get versus what you actually get.) Is it that simple?

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

2018 90

2018 Article Customer Service 2019 90

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan.

Article 78

Article 2020 Customer Service Loyalty 78

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Ten top tips for building a customer-driven company in 2019 by cp2experience. Here are my top five picks from last week.

2019 94

2019 Article Customer Journey Mapping Customer Service 94

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. My Comment: Every day I read articles on AI.

2019 88

2019 Article Customer Service Guest Experience 88

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. T-Mobile is completely overhauling how its customer service works by Chris Welch. Here are my top five picks from last week.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. by Bob Azman.

Article 65

Article 2020 Customer Service Healthcare 65

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Here are my top five picks from last week.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. My Comment: Losing customers is obviously not a good business strategy.

2016 0

2016 Article Customer Service Customer Retention 0

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Is The Customer Service “Department” Becoming Obsolete? The entire landscape of customer service and support is changing.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Will Chatbots and AI Replace Federal Customer Service Reps? My Comment: This short article has four great tips that anyone or any company can use.

2016 69

2016 Article Customer Service Social Media 69

CSM Magazine

JULY 12, 2020

The marketing landscape is constantly changing and evolving, and the increasing demand from customers is one of the main factors in this. Nowadays customers want ‘immediate’, whether that’s immediate results, immediate satisfaction, or immediate blame. Customers’ expectations of businesses are constantly changing.

Customer Service 52

Customer Service Marketing Social Media Culture 52

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. The Rise of Omnichannel Support The rise of omnichannel support is one of the most noticeable changes in customer service.

Customer Centricity 52

Customer Centricity Customer Service Omnichannel Social Media 52

ShepHyken

MARCH 4, 2022

This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Engage the customer.

Customer Experience 72

Customer Experience Social Media Touchpoint Sales 72

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. This article will cover the following: · Business Continuity. Changing Expectations.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When CEOs Engage Directly with Customers by G. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?”

Article 12

Article 2022 Customer Service Contact Center 12

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. market, customer service has been on a decline.

Article 16

Article 2021 Customer Service Magazine 16

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Customize your brand to better align with your customers’ needs.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. The less good news? by Andrew Reid.

Article 12

Article 2022 Customer Service Customer Centricity 12

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. That’s what this article is all about.

2022 15

2022 Article Customer Service 2023 15

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Article 13

Article 2022 Customer Service Rewards Programs 13

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Guide to Boosting Customer Loyalty.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. So, will AI technology replace you?

2021 17

2021 Article Customer Service B2B 17