ShepHyken

JANUARY 17, 2022

This time it’s from my friend and fellow customer service expert, John DiJulius. John shares six important ways to create a company focused on customer service. He’s worked with some of the biggest brands in the world. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta.

Article 68

Article 2022 Customer Service Customer Journey Mapping 68

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

2019 119

2019 Article Customer Service Leadership 119

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. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

2018 99

2018 Article Customer Service 2019 99

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

JUNE 22, 2020

Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect them as humans and individuals. How companies can elevate the digital customer experience by Tereza Litsa.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

FEBRUARY 21, 2022

My Comment: There is often a gap between what a company/brand executive perceives as giving good customers service and what their customers perceive it to be. The Value Gap a New Blueprint for Customer Expectations by Quinine. The Value Gap a New Blueprint for Customer Expectations by Quinine.

Article 71

Article 2022 Customer Service 2005 71

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Customers expect you to know them, communicate the way they want to communicate, value their time, and more.

Article 108

Article 2019 Customer Service B2B 108

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi. by Chip Bell.

2019 109

2019 Article Customer Service Competitive Advantage 109

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

APRIL 16, 2018

This Is The One List That Retail Businesses Want To Avoid by Dan Gingiss. Forbes) Retail signs and displays communicate more about your brand than just what’s on sale. It’s like an episode of TV Bloopers but in the retail world. Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy.

2018 48

2018 Article Customer Service Retail 48

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. The future is now!

2017 74

2017 Article Customer Service Retail 74

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. Thank you, CX Network!)

Article 62

Article Customer Service 2023 Call Center 62

ShepHyken

NOVEMBER 12, 2018

Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones. As we head toward “cashless retail,” other companies are stepping up, and one of them is 7-Eleven. My Comment: Customer experience is marketing.

2018 92

2018 Article Customer Service 2019 92

ViiBE Blog

AUGUST 27, 2021

Customer experience. Insurance , Retail , SMB. Customer experience (CX) is the overall experience of a customer while interacting with a company. In retail, the meaning of CX can include things like interaction with the product itself, customer service, and the ease of doing business. ViiBE Blog.

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

ShepHyken

AUGUST 20, 2018

” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi.

Article 59

Article Customer Service 2017 Social Media 59

Integrity Solutions

OCTOBER 27, 2021

Why Excellent Customer Service Matters. Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. What Is Excellent Customer Service?

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

DECEMBER 17, 2018

(Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. My Comment: As we head into 2019 I’m reminded of the many predictions that said that CX would be the most important focus of brands for the upcoming year.

2018 80

2018 Article Customer Service 2019 80

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

SurveySparrow

OCTOBER 1, 2023

What is High Touch Customer Service? High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. High-touch services here mean you’re not just another shopper.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

JUNE 26, 2023

With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. Just like art, the best customer service is about making emotional connections with customers.

Article 15

Article Customer Service 2023 Customer Centricity 15

ShepHyken

OCTOBER 3, 2022

(SME Web) One in three people would prefer to contact customer service via SMS or WhatsApp, new research shows, highlighting the need for businesses to employ a fully omnichannel presence. My Comment: There are many ways customers can reach out for support. Pepsico Foodservice Exec Talks Unattended Retail by Elliot Maras.

Article 14

Article 2022 Customer Service Retail 14

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. What will brands’ biggest concerns be in 2018? In the eyes of consumers, the gap between excellent customer service providers and everyone else continues to widen.

2018 40

2018 Customer Service Contact Center Omnichannel 40

ShepHyken

OCTOBER 16, 2023

My Comment: We start this week with a very comprehensive article about what “Good Customer Service” looks like. Customers’ expectations have changed. Customers who love a product are not only loyal; they’re likely to become advocates for a brand. We must keep up, or we’ll be playing keep-up!

Article 12

Article Customer Service 2023 Customer Centricity 12

ShepHyken

MARCH 13, 2023

Makeup That Breakup: 6 Tips For Wooing Back Lost Retail Customers by Wise Marketer Staff (The Wise Marketer) Bad first impressions don’t just happen on dates. My Comment: Whenever we can learn from an executive from iconic brand known for customer experience, we need to pay close attention. What Is a Contact Center?

2023 13

2023 Article Customer Service Contact Center 13

ShepHyken

JUNE 20, 2022

Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. These customers can provide candid and honest feedback as to why they aren’t more engaged with your business. Consider the example of coffee.

2022 13

2022 Article Customer Service Loyalty Programs 13

ShepHyken

APRIL 3, 2023

The Next Frontier of Customer Engagement: AI-enabled Customer Service by Avinash Chandra Das (McKinsey & Company) How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models.

Article 9

Article 2023 Customer Service E Commerce 9

ViiBE Blog

APRIL 19, 2021

How to elaborate a service recovery strategy. Customer service employees are your front line workers. They are the most involved in your customer interactions and understand the customer expectations and most frequent complaints. So how should you elaborate a service recovery strategy? Intervention.

Healthcare 52

Healthcare Hospitality Customer Service Representative 2017 52

ShepHyken

OCTOBER 17, 2022

For Incredible Results: Surprise and Delight Your Most Devoted Customers by Laura Bassett. CMS Wire) Who comes back for average customer experience? Every interaction with a customer is a loyalty test. Customers expect in-store service whether their journeys start in search, include a chatbot or end with an agent conversation.

Article 13

Article 2022 Customer Service Exceptional Customer Service 13

ShepHyken

NOVEMBER 7, 2022

My Comment: People like doing business with companies and brands that they know, like, and trust. Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

2022 15

2022 Article Customer Service 2023 15

ShepHyken

MAY 30, 2022

Here you will find some interesting stats and findings about why rewards programs fizzle out, the mistakes companies/brands make, and more. The Verdict Is In: Customer Service Isn’t Human Enough by Amy Balliett. My Comment: I’ve said this many times before, “Customer service doesn’t cost.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. 6 Lessons in Retail… from a Cheese Monger by John Boccuzzi.

2017 17

2017 Article Customer Service Social Media 17

Service Untitled

OCTOBER 11, 2010

Every morning service, quality, and culture brand are set forward by the guest relations manager. Possibly Related Posts: Book Review: The Retail Doctor’s Guide to Growing Your Business I just finished reading The Retail Doctor’s Guide to Growing. You can buy it here.

Books 46

Books Blog Hotels 2010 46