ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer.

Article 141

Article 2020 Customer Service Loyalty Programs 141

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

Reference 65

Reference B2C Workshop Customer Service Training 65

ShepHyken

MARCH 2, 2020

That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations?

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

2021 170

2021 Customer Relationship Management Customer Service Training 2020 170

ShepHyken

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again! Absolutely!

Article 134

Article 2021 Customer Service Loyalty Programs 134

ShepHyken

JUNE 14, 2021

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. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Follow on Twitter: @Hyken.

2021 95

2021 Article Customer Service Retail 95

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Customers 126

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. My Comment: If you think that customer loyalty programs are about discounts and points, think again.

2022 65

2022 Article Loyalty Programs Customer Service 65

ShepHyken

NOVEMBER 1, 2021

(CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.”

Article 78

Article 2021 Customer Service Retail 78

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. Consumers may turn to Lyft.

Article 65

Article 2022 Customer Service Loyalty Programs 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. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 70

Article 2022 Customer Service Loyalty Programs 70

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

JUNE 13, 2022

(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. consumers’ perceptions of 221 companies and federal agencies. Follow on Twitter: @Hyken.

2022 67

2022 Article Customer Service Magazine 67

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. These types of connections make price less relevant.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

AUGUST 2, 2021

(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. Follow on Twitter: @Hyken.

Article 93

Article 2021 Customer Service Hospitality 93

ShepHyken

FEBRUARY 15, 2021

To do this effectively, remember to focus on the micro, niche groups of passionate consumers. Encourage customers to meet up with one another, virtually or in person. And maintain the connection, offering routine touchpoints that keep members connected to your brand. That’s trumping price.

Article 101

Article 2021 Customer Service Retail 101

ShepHyken

MARCH 9, 2020

Everything from NPS to CSAT to Customer Lifetime Value and more. Finding connection in a frictionless world by Ivan Bojanic. Retail Customer Experience) Every transaction is a journey. The best companies will find a balance that integrates a human-to-human relationship with a convenient and frictionless customer experience.

2020 125

2020 Article Customer Service Books 125

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 80

2021 Article Customer Service Customer Retention 80

ShepHyken

SEPTEMBER 11, 2017

(TCFCR) Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners. Thanks for this great list of ideas.

2017 82

2017 Article Customer Service Customer Service Training 82

ShepHyken

JANUARY 20, 2020

The principle behind this is that companies create loyal customers by reducing customer effort. My Comment: “Customer Effort” is a great way to measure the convenience of when a customer needs to connect with a company for help or to have a problem solved. which drives repeat business.

2020 119

2020 Article Customer Service Loyalty Programs 119

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. What makes a consumer tick? What is important to them? My Comment: This is a fun article.

Article 65

Article 2022 Customer Service Net Promoter Score 65

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. Your Customers Have Changed. Here’s How to Engage Them Again.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

NOVEMBER 18, 2019

Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. MediaPost) Consumers and brands are on a collision course over what makes a good customer experience. SMartBrief) How you make customers feel often influences them far more than you might realize. Follow on Twitter: @Hyken.

Article 74

Article 2019 Customer Service Retail 74

ShepHyken

SEPTEMBER 23, 2019

(Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. My Comment: Chris Elliot is a consumer advocate. At first, I thought this article was written for consumers. Follow on Twitter: @Hyken.

Article 100

Article 2019 Customer Service Customer Journey Mapping 100

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. My Comment: This is an excellent list of ten reasons you should be devoting more effort to customer service.

Article 70

Article 2022 Customer Service Retail 70

ShepHyken

AUGUST 16, 2021

My Comment: Scaling customer service or CX is about using technology to create a better experience. Unfortunately, some companies or brands lose sight and focus too much on the tech and end up losing their human-to-human connection. 4 Ways to Build a Stronger Brand-Consumer Relationship Using Social Media by Jonathan Riff.

2021 91

2021 Article Customer Service Social Media 91

ShepHyken

FEBRUARY 21, 2022

However, this can only be done by adding value to customer experiences which keeps them engaged and further paves the way for customer retention and loyalty. Content marketing plays a pivotal role in helping businesses in creating a loyal customer base and connecting with them effectively. Follow on Twitter: @Hyken.

Article 70

Article 2022 Customer Service 2005 70

ShepHyken

MARCH 9, 2020

Everything from NPS to CSAT to Customer Lifetime Value and more. Finding connection in a frictionless world by Ivan Bojanic. Retail Customer Experience) Every transaction is a journey. The best companies will find a balance that integrates a human-to-human relationship with a convenient and frictionless customer experience.

2020 62

2020 Article Customer Service Books 62

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. Go to The Customer Focus™ to learn more about our customer service training programs.

2023 48

2023 Article Customer Service Customer Satisfaction 48

ShepHyken

AUGUST 6, 2018

My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. The author examines some of the psychological triggers to creating a better customer service experience.

Article 67

Article Customer Service Social Media 2018 67

ShepHyken

MARCH 1, 2021

Be sure to pay attention to number five, which is to make it easy for the customer to move easily and seamlessly from a digital/self-service channel to a human-to-human channel when they want/need to. How IoT Devices Can Enhance the Connected Customer Experience by Linda Rosencrance. Follow on Twitter: @Hyken.

Article 80

Article 2021 E Commerce Customer Journey Mapping 80

ShepHyken

NOVEMBER 16, 2020

3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience. 60% of consumers interviewed said CX is better. Forbes) Innovation has become a popular buzzword of the Digital Age.

2020 85

2020 Article Customer Service E Commerce 85

ShepHyken

FEBRUARY 19, 2018

(BizReport) While most companies are on-board in improving social network-based customer service, many continue to approach social customer service in a not fulfilling way. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

AUGUST 12, 2019

Everyone Hates Customer Service. Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. A good CX will get customers to come back. A good CX that connects emotionally will customers to become loyal. This Is Why. by Sharon Terlep.

2019 98

2019 Article Customer Service ROI 98

ShepHyken

NOVEMBER 23, 2020

This time we don’t look at Southwest’s amazing customer experience. Bestselling author, Tiffani Bova of Salesforce, has written a six-part series that discusses the connection between EX and CX. Bean’s first customer service fiasco, 21st century-style by Paul Selby. We look at their employee experience. Addressing L.L.

Article 85

Article 2020 Customer Service Net Promoter Score 85

ShepHyken

DECEMBER 19, 2016

5 Technologies for Delighting Connected Customers by Vala Afshar. Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company. My Comment; Sparkcentral has released an excellent report (or as they call it, Playbook) about using social media customer service.

2016 89

2016 Article Social Media Customer Service 89