ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store.

Blog 110

Blog Hotels B2C Loyalty 110

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Blog 116

Blog 2011 Loyalty Definition 116

ShepHyken

DECEMBER 29, 2017

It has meant that brick-and-mortar stores are now competing with online retailers where location is not an issue. Encouraging the public to come in-store isn’t easy in today’s world when a consumer can easily log onto a website and order just about anything they want as they commute, as they work, or even as they lie in bed.

Retail 90

Retail Blog Customer Service Fashion 90

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel.

Technology 134

Technology Blog Customer Experience Social Media 134

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Blog 119

Blog Customer Experience Retail Consumers 119

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience? Introduction: AI in CX. _.

Blog 111

Blog E Commerce Customer Service E-support 111

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. At the heart of this is the need to create better customer experiences and deliver new services.

Blog 109

Blog Customer Experience Roadmap Technology 109

Fox Metrics

AUGUST 14, 2020

That’s why in addition to our blog, we have rounded up the top 14 analytics websites that provide excellent insights, opinions, and latest information that can help you better leverage analytics in your company. FoxMetrics Blog 5. Moz Blog – Analytics 10. The Forrester Research Blog 11. Ocamm Razor’s blog.

Blog 93

Blog Social Media Retail Insights 93

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Love them or hate them, in business, as in life, transitions are inevitable. Your incumbent team are being personally impacted. Be considerate about what roles they have to play in the transition.

Customer Care 177

Customer Care Document Sports Communication 177

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. This isn’t terribly surprising, given the work facilities managers do have been traditionally considered “behind the scenes” of the retail experience.

Blog 76

Blog Customer Service Management Retail 76

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Store vs. Store. Loyalty and rewards programs.

Sales 72

Sales Blog Net Promoter Score Customer Experience 72

Comm100

SEPTEMBER 19, 2022

Chatbots are employing a branch of artificial intelligence known as natural language processing (NLP) to make the user experience more personalized. Modern bots may even help facilitate cryptocurrency payments and can be linked to crypto wallets to store your assets safely. CRM integrations. Social media integrations.

Blog 68

Blog Social Media Customer Satisfaction Customer Relationship Management 68

GetFeedback

NOVEMBER 25, 2019

Department and Discount Stores: 76%. Health and Personal Care Stores: 77%. Specialty Retail Stores: 78%. While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. . to get a pulse on CSAT across industries. Credit Unions: 81%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

ShepHyken

JUNE 28, 2019

But a much-ballyhooed automated hotel in Japan recently added more humans and scaled back on its droids due to inefficiency and cost-effectiveness, as did a grocery store which also had to deal with the “creepiness” effect. Their roles have evolved, with the human performing critical value-added functions and machines handling rote tasks.

Contact Center 113

Contact Center Blog 2025 Banking 113

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. In fact, a happy customer tells about nine people about their experience. If you are not a great communicator, you will probably not go far in customer service. Provide necessary tools.

Customer Service Training 155

Customer Service Training Brands Blog Customer Service 155

ShepHyken

JANUARY 19, 2018

From lower shipping costs to a better customer experience, parcel lockers can offer big benefits for retailers. Enhancing the Customer Experience. Parcel lockers greatly enhance the customer experience by offering a convenient 24/7 delivery option. Even Amazon has launched parcel lockers into the residential industry.

Blog 74

Blog Retail Return on Investment Transportation 74

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Love them or hate them, in business, as in life, transitions are inevitable. Your incumbent team are being personally impacted. Be considerate about what roles they have to play in the transition.

Customer Care 156

Customer Care Document Sports Communication 156

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Kaleidoscopes have the attributes of the kind of experiences we all desire—as customers, employees, and colleagues. The post Guest Blog: Kaleidoscope Service appeared first on Shep Hyken.

Blog 69

Blog Hotels Innovation Books 69

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. However, these employees also present unique challenges to delivering exceptional customer experiences. Many of these employees were tasked with challenging customer-facing positions.

Blog 110

Blog Customer Service Tourism Retail 110

ShepHyken

MARCH 2, 2018

In the case of retailers, it turned their world upside down after shopping became as simple as opening a website and clicking a few online store buttons. Yes, they are extremely well-informed, tech-savvy shoppers, but it’s not all about online with them – Millennials haven’t lost the love for brick-and-mortar stores.

Retail 79

Retail Blog Culture Article 79

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. Would you or your parents drive to your neighborhood Blockbuster store, hoping to get a copy of the latest movie release before they would all be rented? Are you playing by your rules, or by theirs?

Blog 80

Blog 2004 2006 Retail 80

ShepHyken

FEBRUARY 16, 2018

Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Blog 86

Blog Measurement Customer Centricity Article 86

ShepHyken

MAY 19, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. The bond is stronger when you win a customer back vs. someone who has had only a positive experience.

Blog 74

Blog Social Media 2012 Article 74

ShepHyken

JANUARY 11, 2019

Customers also leave feedback when they have a particularly memorable experience. Most successful companies invest heavily in designing special customer experiences and implementing structured customer success programmes. But there is one area of customer experience which is often overlooked, even by the most successful companies.

Feedback 96

Feedback Blog NPS Net Promoter Score 96

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

Blog 127

Blog Social Media Mobile Customer Service Innovation 127

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Your staff can deliver a more personalized experience when they have more information about who they’re serving. It helps them personalize their service.

Blog 90

Blog E-support Retail Sales 90

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). Established in 1957, the family business currently operates 13 stores and an online shop.

Insights 105

Insights Touchpoint Retail Measurement 105

Customer Bliss

AUGUST 30, 2021

As a result of that experience, Nooyi decided that all of the mothers and fathers of her executives reporting to her deserved the same praise. Wegmans, the beloved grocery store on the eastern seaboard of the United States, actually slows down its growth to enable them to find people who fit their core values. Click To Tweet.

Books 310

Books Hotels Travel Connections 310

Experience Investigators by 360Connext

DECEMBER 17, 2014

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City.

Innovation 275

Innovation Connections Consumers Sports 275

Comm100

DECEMBER 8, 2020

Because they offer more efficient support and a more intimate, personal experience. Just imagine how you react when you enter a store and are immediately greeted and tended to by a friendly shop assistant. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. Enter automation.

Customer Satisfaction 54

Customer Satisfaction Blog Customer Service Representative Social Media 54

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

Omnichannel 52

Omnichannel Interaction Touchpoint Social Media 52

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. Shep Hyken.

Blog 89

Blog Customer Service 2005 Social Media 89

Customer Bliss

JANUARY 17, 2020

That’s really forcing us to focus as leaders on experience now. With that in mind, I want to share three lessons that every leader must embrace to transform experience and earn the right to customer-driven growth. I learned about humanity in business by watching my dad in his Buster Brown shoe store in Des Plaines, Illinois.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. – Shep Hyken.

Blog 81

Blog Customer Service Poor Customer Service Multi-Channel 81

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Retailers who once only sold online are building stores for customers to visit in real life. We do live in an omnichannel world, but it can still be surprising to learn how many online retailers are experimenting with brick and mortar. Some, like Warby Parker, have opened stores in other cities. Becoming truly omnichannel.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

ShepHyken

JUNE 24, 2016

This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. To commemorate the occasion, I stopped by the local grocery store, Fred Meyer, to pick up her favorite flowers: gerber daisies. Shep Hyken. Then she said, “You know what?

Blog 84

Blog Reference Customer Service Leadership 84