ShepHyken

MARCH 8, 2021

Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. It is also impossible to ignore its importance to marketing. They build brands. My Comment: Customer Experience (CX) is marketing.

2021 141

2021 Article Customer Service Hospitality 141

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure.

Article 147

Article 2021 Customer Service 2026 147

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

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 68

Customer Experience Customer Service Training Reference Loyalty 68

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?

2021 81

2021 Article Customer Service Customer Retention 81

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

Article 132

Article E Commerce 2021 Customer Service 132

ShepHyken

MAY 3, 2021

They are an amazing example of customer service and CX, and there is much to learn about this brand. He defines CX as building long-term relationships with customers. Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. Tip number three is all about customer service.

Article 111

Article E Commerce 2021 Customer Service 111

ShepHyken

DECEMBER 26, 2022

(Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario. They expect their favorite brands to connect with them on a human level. Follow on Twitter: @Hyken.

2022 65

2022 Article Loyalty Programs Customer Service 65

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

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They can even be someone’s first real impression, eclipsing marketing materials. Want to “deliver delight” to your customers?

Article 71

Article 2022 Customer Service B2C 71

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

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. Brand loyalty is changing due to the pandemic by Chris Morris. It’s like a three-legged stool.

2020 90

2020 Article Customer Service Contact Center 90

ShepHyken

SEPTEMBER 19, 2022

4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. This article will look at the ways brands focus on these four elements to enhance customer loyalty. The list goes on.

Article 65

Article 2022 Loyalty Programs Customer Service 65

ShepHyken

JUNE 21, 2021

These 6 Rules Will Tell by Wise Marketer Staff. The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible. Do your rewards hit the “must-have” mark that turns casual customers into brand fans? Retail TouchPoints) You rely on your loyal customers.

2021 81

2021 Article Rewards Programs Customer Service 81

ShepHyken

NOVEMBER 14, 2022

Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. Salesforce) CMOs are saying “so long” to long-standing marketing playbooks. Join Salesforce President and CMO Sarah Franklin as she chats with digital leaders about how to create more powerful connections with your customers. (The

White Paper 71

White Paper Article 2022 Customer Service 71

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

2021 96

2021 Article Customer Service Retail 96

ShepHyken

AUGUST 2, 2021

9 Actionable Tips For ECommerce Multichannel Marketing by Nick Shaw. CustomerThink) In a world where smartphones are ubiquitous and 76% of adults living in advanced economies have a world of information at their fingertips, it should be no surprise that the future of marketing lies in tapping into the customer’s online experience.

Article 95

Article 2021 Customer Service Hospitality 95

ShepHyken

JULY 22, 2019

(Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer service expectations than they did last year. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy.

2019 118

2019 Article Social Media Customer Service 118

ShepHyken

APRIL 5, 2021

Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. That’s just too soon.

2021 124

2021 Article 2025 Customer Service 124

ShepHyken

AUGUST 29, 2022

10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. I read numerous articles on the topic, so I decided to make customer loyalty the theme.

2022 65

2022 Article Customer Service Customer Retention 65

ShepHyken

OCTOBER 4, 2021

Because they spend more on average per visit than one-time or once-in-a-while customers. And a repeat customer could mean a loyal customer, someone who not only returns but also evangelizes your brand or company. John Hall is a marketing and CX expert, and he shares seven ways to get customers to come back.

Article 98

Article 2021 Customer Service Magazine 98

ShepHyken

JANUARY 25, 2021

(Retail Customer Experience) Clarus Commerce CEO Tom Caporaso believes it’s time for retailers to take advantage of the new membership economy. My Comment: Here’s a great article about customer loyalty. Some loyalty programs are actually marketing programs. Some loyalty programs create emotional connections.

2021 158

2021 Article Customer Service Guest Experience 158

ShepHyken

AUGUST 16, 2021

As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

2021 93

2021 Article Customer Service Social Media 93

ShepHyken

NOVEMBER 15, 2021

My Comment: I love great examples of customer service, and this is exactly that. Lego is an internationally recognized brand – and a fun brand. Take a quick read and learn how they handle their customer service issues. It’s a great lesson from an iconic brand. You’ll love the four words.

Article 73

Article 2021 Customer Service Metrics 73

ShepHyken

JUNE 7, 2021

CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer. My Comment: A loyalty program for B2B?

Article 135

Article 2021 Customer Service Loyalty Programs 135

ShepHyken

DECEMBER 6, 2021

While the article focuses on more of the differences between service and care, the first thing I thought about when I saw the title was a better name to describe the type of service we deliver. 8 Ways to Build an Effective Marketing Campaign on a Tight Budget by Lyle Solomon. (Ad That changed with the pandemic.”

2021 68

2021 Article Customer Service 2022 68

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. Still, I liked this article a lot.

Article 108

Article 2020 Customer Service Social Media 108

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. 5 On the Fly Customer Experience Tips During-A Time of Uncertainty by Michael McNichols. Follow on Twitter: @Hyken.

Article 93

Article 2020 Customer Service E Commerce 93

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.

2023 48

2023 Article Customer Service Customer Satisfaction 48

ShepHyken

OCTOBER 24, 2016

Increasing Sales With Personalized Marketing by Tyler Walton. Clutch) In today’s “show me you know me” marketing world, it’s imperative that brands understand and engage their shoppers on a personal level with personalized marketing. Interesting how other brands are lagging. Obviously, that’s easier said than done.

2016 119

2016 Article Customer Service Government 119

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple.

Article 68

Article Net Promoter Score 2022 Customer Service 68

ShepHyken

JULY 4, 2022

My Comment: We open this week’s Top Five roundup with a list of seven AI (Artificial Intelligence) trends in the customer experience world. It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. This is exactly how AI is being used today.

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

DECEMBER 21, 2020

Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry. Business2Community) Stitch Fix listens to its customers and adapts to our modern digital lifestyles. million customers. My Comment: Time to learn from another hot brand.

2020 157

2020 Article Customer Service Airlines 157

ShepHyken

AUGUST 17, 2020

(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. 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

Article 93

Article 2020 Customer Service Retail 93

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. by Max Starkov. Same for CX.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

NOVEMBER 13, 2019

That brings me to Lou Sterns, Distinguished Professor Emeritus of Marketing at Kellogg School of Management at Northwestern University. I had the chance to attend a weekend marketing program at Kellogg with Professor Stern. People may still appreciate a good service experience, but it must be so good that it is noticed.

Customer Service 117

Customer Service Customer Service Training Customers Consulting 117