ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Yet, in the current economic landscape, the stakes are higher than ever.

2024 71

2024 E Commerce Article Loyalty Programs 71

ShepHyken

APRIL 26, 2021

My comment: One of the compelling propositions for our clients interested in our customer service training programs is that that customer service doesn’t cost. One of the main points is that customer service is becoming the face of a brand. Think about that! Thank you MattsenKumar!).

2021 136

2021 Article Customer Service Loyalty Programs 136

ShepHyken

MARCH 18, 2024

by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day. And beyond loyalty is a brand fan. Do You Know Who Your Competition In Business Really Is?

2024 81

2024 Article Customer Service Government 81

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. There are examples of the best programs from the biggest brands.

2024 79

2024 Article Hotels Loyalty Programs 79

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

2024 62

2024 Article Customer Service Average Handle Time 62

CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

ShepHyken

MARCH 31, 2024

For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces. Why stagnate when you can innovate? My Comment: Influencer Marketing is part of the customer experience.

Article 84

Article 2024 Customer Service Government 84

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.

Article 105

Article 2021 Customer Service Contact Center 105

ShepHyken

FEBRUARY 19, 2023

Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience. To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen (VentureBeat) Do you have a brand you just can’t live without?

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation.

Article 81

Article 2023 2028 Customer Service 81

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! million ratings on more than 3,000 brands.

Article 61

Article Customer Service 2023 Loyalty Programs 61

ShepHyken

JUNE 11, 2023

CX results in more customers who spend more, stay longer and refer others. My Comment: Even if you’re in the B2B world, your customers are going to compare you to the best service they have had from any company or brand. Companies like Chic-fil-a and Amazon have taught customers what a great experience looks like.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: True customer loyalty is a gift.

Article 66

Article 2023 Customer Service Loyalty Programs 66

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

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I’m often asked to define customer centricity.

2024 68

2024 Article Customer Service Contact Center 68

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty. Connect with Shep on LinkedIn.

Article 64

Article Customer Service 2023 Contact Center 64

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Empower Your Service Team. Continue to Evolve.

Customer Experience 147

Customer Experience Management Return on Investment Banking 147

Customers That Stick

OCTOBER 23, 2014

The Compete Through Service Symposium is an annual conference held in Arizona that brings innovative minds in business and academic thought leaders together to further the science of service. It is a three daylong conference, with each day focusing on the following topics: Day One: Service Innovation.

Leadership 128

Leadership 2014 Customer Service Training 2015 128

ShepHyken

JULY 30, 2018

Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with. They act as a lasting first impression of your brand or business. Most of the time product and technical training are at the forefront of a company’s training.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

FEBRUARY 15, 2021

Rethinking customer service: No longer the weakest link in the customer’s journey by Brian Solis. ZDNet) New research shows that high performing organizations are investing in service innovation to digitally transform customer service into a customer engagement engine for driving business growth and loyalty.

Article 102

Article 2021 Customer Service Retail 102

ShepHyken

JANUARY 25, 2021

My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. Hiver) We spoke to various customer experience thought leaders to get their insights into this topic. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 158

2021 Article Customer Service Guest Experience 158

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

2021 141

2021 Article Customer Service Customer Centricity 141

ShepHyken

FEBRUARY 12, 2018

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. But I think we should embrace the flip side and remember that every satisfied customer is also a building block to our success ” — Lana K.

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

NOVEMBER 8, 2021

The four lessons come under the topics of innovation, managing detail, creating memorable experiences, and creating a unique sensory experience. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) Here are some tips to improve the digital customer experience for your target audience.

Article 93

Article 2021 Customer Service Retail 93

ShepHyken

APRIL 22, 2019

Leadership must recognize that service transformation is a “competitive must” and a strategic asset. Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? CX University) Quicken Loans has innovated a process for delivering continual change while providing a stable cultural structure.

Article 78

Article 2019 Customer Service Competitive Advantage 78

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. You know it happened when the customer says, “Wow! Follow on Twitter: @Hyken.

Article 115

Article 2019 Customer Service Poor Customer Service 115

ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Still, I don’t think we should give up on it.

2024 68

2024 Article Customer Service Customer Journey 68

ShepHyken

JULY 22, 2019

My Comment: Innovation guru Josh Linkner writes about his experience at a French restaurant in New Orleans. 14 ways to deliver a great customer experience – and more. 5 Tips For Turning Customers Into Brand Storytellers by Esther Choy. These are trends that are taking us into the future of customer experience.

2019 118

2019 Article Social Media Customer Service 118

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. by Annette Franz. (CX

Article 71

Article 2022 Customer Service Retail 71

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. For information contact or www.hyken.com.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

FEBRUARY 8, 2021

It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. My Comment: How will customer experience change in the near future? This article includes four trends. Follow on Twitter: @Hyken.

2021 98

2021 Article Customer Service B2B 98

ShepHyken

NOVEMBER 11, 2019

She cites SAP Chief Marketing Officer Alicia Tillman who says, “…we live in an experience economy and what that means is business is won or lost based on the experience we deliver to our customers.”. It’s the difference between what a customer experiences with a great brand and what they experience with any brand that isn’t great.

Article 90

Article 2019 Customer Service Customer Centricity 90

ShepHyken

AUGUST 12, 2019

A good CX that connects emotionally will customers to become loyal. Why brands must prioritize the happiness of millennial shoppers by Derek O’Carroll. Retail Customer Experience) Recently, www.Brightpearl.com conducted a survey of millennial shoppers that showed millennials can be particularly hard to please.

2019 99

2019 Article Customer Service ROI 99

ShepHyken

MAY 11, 2020

Former Apple CEO John Sculley On The Importance Of Customer Experience by Blake Morgan. Forbes) Today, Apple regularly tops lists of companies with the best customer experiences and the most innovative products. Customer experience, innovation, artificial intelligence, culture….a Follow on Twitter: @Hyken.

Article 61

Article 2020 Customer Service 2004 61

ShepHyken

JANUARY 11, 2021

Annet Franz and Bruce Temkin, two of the leading experts in CX and measuring the success of the customer’s journey, weigh in with their opinions and ideas on this interesting and valuable metric. How to Foster Customer Loyalty in a Digital Age by Bryan Osorio. My Comment: The pandemic accelerated the digital experience.

2021 95

2021 Article Social Media Customer Service 95

ShepHyken

JANUARY 28, 2019

What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. Here are my top five picks from last week. by Athina Mallis. ” Download it today!

2019 99

2019 Article Social Media Customer Service 99