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. If you want to build better customer relationships, read this article!

Article 65

Article 2023 Customer Service Loyalty Programs 65

ShepHyken

OCTOBER 23, 2023

If you want your customers to come back, demonstrating care may be exactly what’s needed in your customer experience playbook. When customers know you care, you create an emotional connection that fosters trust and loyalty. In addition to customers liking your products and the experience, they must trust you.

Article 64

Article Customer Service 2023 Contact Center 64

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. Connect with Shep on LinkedIn.

2024 78

2024 Article Hotels Loyalty Programs 78

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Customer Experience 146

Customer Experience Management Return on Investment Banking 146

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

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2024 Article Customer Service Government 80

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.

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Article 2021 Customer Service Retail 101

ShepHyken

FEBRUARY 25, 2024

My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. Customer service trends to watch in 2024 by St.

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2024 Article Customer Service Average Handle Time 62

ShepHyken

JUNE 11, 2023

Four Tips for Keeping Your Employees Happy by Retail Technology Innovation Hub (Retail Technology Innovation Hub) Having happy employees brings a business many benefits, and it ensures that you’re not going to have a high employee turnover. Connect with Shep on LinkedIn. It must be ongoing and continuously improving.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

JANUARY 25, 2021

My friend and innovation guru Josh Linkner has his version of the same principle, which he calls Rule 105. 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.

2021 157

2021 Article Customer Service Guest Experience 157

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! Connect with Shep on LinkedIn.

Article 60

Article Customer Service 2023 Loyalty Programs 60

ShepHyken

NOVEMBER 16, 2020

3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. Forbes) Innovation has become a popular buzzword of the Digital Age. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience. Follow on Twitter: @Hyken.

2020 85

2020 Article Customer Service E Commerce 85

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? 2: Agent knowledge about products and services. #3:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 80

Article 2023 2028 Customer Service 80

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. Connect with Shep on LinkedIn.

2024 67

2024 Article Customer Service Customer Journey 67

ShepHyken

MAY 28, 2023

Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. 5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books.

2023 65

2023 Article Customer Service Books 65

ShepHyken

JANUARY 7, 2024

6 Retail Loyalty Programs With Something To Offer In 2024 by Jenn McMillen (Forbes) If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. Connect with Shep on LinkedIn. It must become part of the company’s values.

2024 67

2024 Article Customer Service Contact Center 67

Ecrion

JULY 14, 2020

These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available.

Communication 92

Communication Technology Customer Service Social Media 92

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

FEBRUARY 22, 2021

My Comment: Many companies are incorporating an eCommerce option for their customers. The human-to-human connection is missing. This article shares seven ways to get eCommerce customers to come back. Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. For some, it’s an option.

2021 140

2021 Article Customer Service Customer Centricity 140

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 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. It’s how customers are using technology to connect with you.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

AUGUST 12, 2019

A good CX will get customers to come back. A good CX that connects emotionally will customers to become loyal. Retail Customer Experience) Recently, www.Brightpearl.com conducted a survey of millennial shoppers that showed millennials can be particularly hard to please. Follow on Twitter: @Hyken.

2019 98

2019 Article Customer Service ROI 98

ShepHyken

JUNE 6, 2016

4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.). My Comment: Want to know what the most innovative companies are doing to change the face of customer service?

2016 85

2016 Article Customer Service Innovation 85

ShepHyken

FEBRUARY 19, 2018

My Comment: Sometimes an automated customer support solution (like chatbots) or a self-service solution can frustrate the customer when they can’t get the answer they want. That’s when support must seamlessly and easily flip over to a human connection. Customer service training doesn’t cost, it pays.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

APRIL 18, 2022

My Comment: This is a very technical article, but I found it fascinating as it introduced me to a concept called “observability,” which is an approach that collects and analyzes data on the system, especially anything that contributes to the digital customer experience. Customer Understanding: Why Is It the Cornerstone of Customer-centricity?

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Article 2022 Customer Service Retail 70

ShepHyken

JUNE 20, 2018

And, when it comes to customer service, it’s not just about responding to complaints. It’s an extension of your marketing and allows you to connect with your “community. Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It’s an extension of your marketing.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

ShepHyken

DECEMBER 18, 2017

(Jet Blue) With many startups and companies addressing this exciting challenge in brilliant and creative ways, we invited a group of innovators to our New York City headquarters on Customer Experience Day for a discussion on customer experience innovation. For information contact or www.hyken.com.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. We get to know each other as people.

Management 40

Management Call Center Connections 2012 40

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. Digital Customers Less Loyal by Tanya Gazdik. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. For Telstra, outsourcing means better service.

Call Center 81

Call Center Telecommunications Banking Financial 81

ShepHyken

MARCH 27, 2023

In the long term, this can challenge a company’s ability to compete and innovate. My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected. How much more?

Article 22

Article Customer Service 2023 2022 22

Stella Connect

FEBRUARY 20, 2018

We recently asked Petra Wise, Director of Customer Service for ezCater, to explain how the company has convinced so many of its agents to stay. ezCater customer service agents watching the positive feedback flow in from customers through Stella Connect. Focus #1: Build a Culture of Service.

Contact Center 40

Contact Center Culture Connections Customer Service Training 40

CSM Magazine

OCTOBER 19, 2023

Innovations and Adaptations The industry’s response to these seismic shifts has been nothing short of transformative. Companies are not just tweaking their services; they’re overhauling them. Their customer support team doesn’t just handle queries; they’re trained to think two steps ahead.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

APRIL 24, 2023

Fellow customer experience expert, Dan Gingiss, takes this concept to the business world and recommends we start a CX Spring Cleaning Project with plenty of ideas on how to do so. This connection is possible through authentic branding i.e. creating an identity that resonates with customers and communicates your company’s core values.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

FEBRUARY 24, 2017

Whether it’s negative news of a natural disaster, a C-level scandal, a product recall, or a workplace tragedy, or a positive event like a product innovation, an upbeat earnings report, or an IPO, your contact center must be prepared for when there are dramatic increases in interactions across all communication channels.

Contact Center 84

Contact Center Blog Social Media Events 84

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52