ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

2021 146

2021 Article Customer Service Social Media 146

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.

Article 73

Article 2022 Customer Service Call Center 73

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. Magazine) What makes a brand essential?

Article 65

Article 2022 Customer Service Loyalty Programs 65

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. Why Do Customers Love Certain Brands?

Article 52

Article 2022 Customer Service Retail 52

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. State of Consumer Behavior 2022 by Raydiant.

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2022 Article Customer Service Magazine 67

ShepHyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. Out of 1,000 consumers, 65% said, “Yes.” 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

Article 127

Article 2021 Customer Service Retail 127

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word.

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Article 2020 Customer Service Retail 92

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

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Reference B2C Workshop Customer Service Training 65

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. If you want customers to be loyal, you must create an experience that is easy and makes them feel appreciated.

Article 70

Article 2022 Customer Service Loyalty Programs 70

ShepHyken

JANUARY 2, 2023

My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. According to Nielsen Media, as of 2022 there are over half a million brands globally. Here are six big ones.

Article 65

Article 2023 E Commerce Customer Service 65

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Forget Brand Loyalty. As the title implies, forget brand loyalty.

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2021 Article Customer Service Retail 95

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands? Guess what?

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2021 Article Customer Service Customer Retention 80

ShepHyken

DECEMBER 26, 2022

Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. They expect their favorite brands to connect with them on a human level. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

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2022 Article Loyalty Programs Customer Service 65

ShepHyken

JANUARY 24, 2022

Why Retailers’ Data Privacy Policies are the New Customer Experience by Jesse Redniss. Retail TouchPoints) Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them.

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2022 Article Customer Service Magazine 67

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. You’ll have to download it, and it won’t cost you a thing.

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2021 Article Customer Service Rewards Programs 140

ShepHyken

JANUARY 15, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Here’s a look at the top CX trends that brands should be aware of in 2023.

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2023 Article Customer Service Customer Satisfaction 48

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team. Follow on Twitter: @Hyken.

Article 65

Article 2022 Customer Service Sports 65

ShepHyken

JUNE 7, 2021

(strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Loyalty programs are not just for consumers.

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Article 2021 Customer Service Loyalty Programs 134

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.

Customer Service Strategies 67

Customer Service Strategies Customer Service Customer Service Training Customers 67

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 115

Article 2019 Customer Service Magazine 115

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

2020 89

2020 Article Customer Service Contact Center 89

ShepHyken

AUGUST 2, 2021

The article starts off with some stats and facts about why consumers unfollow brands. It then shares nine tips to create a better experience for your customers which will help keep them and nurture them into becoming repeat customers. What Does Customer Loyalty Mean For Your Business? by Syrow Editorial Team.

Article 93

Article 2021 Customer Service Hospitality 93

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept.

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Article 2021 Customer Service Retail 78

ShepHyken

AUGUST 3, 2020

Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives. The Era Of The Conscientious Consumer: What Younger Consumers Want From Your Brand by Matt Wujciak. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service E Commerce 93

ShepHyken

JULY 26, 2021

(Business 2 Community) While it’s far better to add a thank you page than to simply create a confirmation message, most thank you pages are not optimized as they should be, making for missed opportunities to build your brand. Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

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Article 2021 Customer Service Contact Center 104

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. 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.

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2022 Article Customer Service Magazine 67

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

SEPTEMBER 5, 2022

How has your business reacted to customers’ limited patience? What can brands do to perform within their customers’ expectations? 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. It’s that simple.

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Article Net Promoter Score 2022 Customer Service 67

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.

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2019 Article Customer Service Social Media 117

ShepHyken

MARCH 29, 2021

(Sharpen) Here are some of the ways Disney knocks it out of the park – and then some – in providing excellent customer service. My Comment: I never miss the chance to learn from an iconic brand, and in this case it’s Disney. My Comment: Sweetwater may not be a brand as recognizable as Disney unless you’re in the music industry.

Article 78

Article 2021 Customer Service Competitive Advantage 78

ShepHyken

NOVEMBER 11, 2019

So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. by Matt Seeley.

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Article 2019 Customer Service Customer Centricity 90

ShepHyken

DECEMBER 31, 2018

(Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. Follow on Twitter: @Hyken.

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2018 Article Customer Service 2019 98

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 70

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. Measure Outcomes, Not Indicators by Mike Cooper.

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Article 2022 Customer Service Retail 70