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

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

AUGUST 5, 2019

(Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital. This one is focused on being more human in a digital world. Love this line that in today’s digital world… “Your customers will experience less brick and more click.”

2019 106

2019 Article Customer Service Customer Relationship Management 106

ShepHyken

AUGUST 26, 2019

5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston. Forbes) Sarkar details five strategies that any company can adapt in their own push to connect with, and capitalize on, customer needs. Are You Meeting & Exceeding Customer Expectations? Today’s article focuses on Step ONE.

2019 108

2019 Article Customer Service 2020 108

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Article 84

Article 2019 Customer Service Social Media 84

ShepHyken

NOVEMBER 9, 2016

Make it easy to connect with you and your company. Or, to put another way, how easy are you to connect with? Take the friction out of connecting with your support and sales people. 5. Putting Them on Hold for Too Long – This is another way to disrespect your customer’s time. Doing business should be easy.

Social Media 128

Social Media Customers Customer Service Training Connections 128

ShepHyken

FEBRUARY 25, 2019

This article makes the point that trust is a defining piece of the customer experience. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. It drives repeat business and loyalty. It drives word-of-mouth referrals.

2019 88

2019 Article Customer Service Guest Experience 88

ShepHyken

APRIL 24, 2019

That’s a pleasant surprise, unlike a surprise to make up for something unpleasant, such as having to wait on hold for a customer service agent to connect with you about a problem. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Books 115

Books Customer Service Training Customer Service Information 115

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. Here are some tips on how to make your digital experience better for your customers.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. When a customer takes the time to download an app, it’s a commitment.

Article 65

Article 2022 Customer Service Loyalty Programs 65

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

JUNE 27, 2018

Today’s customers connect with the companies they do business with in multiple ways. The traditional way a customer communicated with a company was in person or on the phone. This is all part of the digital revolution, and the modern customer expects to have a consistent experience regardless of the channel.

Customer Service 88

Customer Service Loyalty Customer Service Training Customers 88

ShepHyken

NOVEMBER 12, 2018

The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Predictions 2019: Customer Experience Comes Under Fire by Harley Manning.

2018 91

2018 Article Customer Service 2019 91

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. 10 Great Customer Service Books You Need in Your Library by VIPdesk Connect .

Article 67

Article Customer Service Social Media 2018 67

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

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

JUNE 7, 2017

And sometimes customers are given the option of being called back at a time that is more convenient if they don’t have time to wait. We now have many other channels our customers can connect with us. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service 116

Customer Service Social Media Customer Service Training Customers 116

ShepHyken

DECEMBER 17, 2018

My Comment: Here are three reminders (for some of you this may be new) about how to create loyal customers. Predicting what your customers will do next comes from data. Creating valuable content will help customers be interested in what you do and sell. And, connecting on an emotional level helps drive return visits/purchases.

2018 79

2018 Article Customer Service 2019 79

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Traditionally customers called. Your customers expect it, so don’t fight it.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. However, there is an argument for the old-fashioned personal touch via the telephone.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 15, 2016

Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. The 30 Things Customers Really Value by Eric Almquist. Business2Community) Do you detect and react to customer problems or wait for the customers to make the first move and ask for help?

2016 69

2016 Article Customer Service Social Media 69

ViiBE Blog

AUGUST 27, 2021

CRMs store valuable customer data for marketing, sales , and support teams, including customer satisfaction and response to different ad campaigns. Remote assistance software like ViiBE makes it simple to give the level of service that customers expect. Enhancing the Digital Experience with Remote Assistance.

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. Follow on Twitter: @Hyken.

Books 81

Books Banking Magazine 2018 81

ShepHyken

OCTOBER 10, 2022

Used in a customer service and support setting, it is a powerful way to make your customers connect with you and ideally return for more. The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness.

Article 13

Article 2022 Customer Service Customer Centricity 13

ShepHyken

NOVEMBER 7, 2022

My Comment: The pandemic (just two years ago) forced most companies to step up their customer service game. Customers expected a different level of service that was more than just good service. Customers wanted a connection, and the companies and brands that delivered found a new type of customer loyalty.

2022 15

2022 Article Customer Service 2023 15

ShepHyken

OCTOBER 3, 2022

You do if your customers are there. The research in this article claims that WhatsApp is becoming a popular way for a consumer to connect with a brand. How to Recession-proof Customer Experience by ServiceNow. ServiceNow) In an uncertain economy, companies need to put customer experience even more squarely in their sights.

Article 14

Article 2022 Customer Service Retail 14

Integrity Solutions

OCTOBER 5, 2022

Clearly, a customer service culture pays dividends, and that’s just one of the reasons you see so many companies touting their “customer obsession” through values like empathy, friendliness, accountability, honesty and transparency. Leaders know that customer expectations are higher than ever.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. It’s only seven-and-a-half minutes. A great listen!

Article 9

Article 2023 Customer Service E Commerce 9

ShepHyken

FEBRUARY 5, 2018

My Comment: I’m a fan of the concept of selling with service. No doubt there is a connection between sales and service. The sales person than can out service their competitor wins. Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

SEPTEMBER 19, 2022

(CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from customer feedback.

Article 65

Article 2022 Loyalty Programs Customer Service 65