ShepHyken

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Article 69

Article Customer Service 2023 Contact Center 69

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. Often, it’s the human and emotional connections that drive repeat business and loyalty. 2021 and Beyond Loyalty Strategy by Retail TouchPoints.

2021 82

2021 Article Rewards Programs Customer Service 82

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. Connect with Shep on LinkedIn.

2024 69

2024 Article Customer Service Contact Center 69

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

FEBRUARY 18, 2024

It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Connect with Shep on LinkedIn. There’s more to it than that, but let’s move on.

2024 63

2024 Article Customer Service Net Promoter Score 63

ShepHyken

NOVEMBER 1, 2021

How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept. Business Insider) Connected commerce refers to a customer experience that integrates commerce across all aspects of the customer’s life. My Comment: I was intrigued by this article.

Article 80

Article 2021 Customer Service Retail 80

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. This article makes the point that trust is a defining piece of the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council. Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine.

Article 65

Article 2022 Customer Service Net Promoter Score 65

ShepHyken

SEPTEMBER 23, 2019

(Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. It’s worth the time and effort to identify the touchpoints a customer has with your organization and how you can improve them. And, there is a right way and a wrong way to go about it.

Article 102

Article 2019 Customer Service Customer Journey Mapping 102

ShepHyken

JANUARY 13, 2020

can take care of the simpler routine tasks, thereby freeing up the team to focus on higher-level issues and connect with customers. Four Ways To Boost Customer Experience (And Thus Hold Onto Your Clients) by Ryanne Van Der Eijk. Resolving Complaints And Keeping Your Retail Customers In The Process by Glenn Taylor.

2020 93

2020 Article Customer Service Retail 93

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. – Use social media as a key customer service channel. Social media means connecting with billions of users, and customers love it for its convenience.

2021 52

2021 Customer Service Social Media Omnichannel 52

ShepHyken

JUNE 5, 2023

This interactive space serves not only as your digital storefront but also as a touchpoint that shapes your relationship with your customers. My Comment: Many companies don’t realize it, but a significant touchpoint with customers is when they visit the website. Connect with Shep on LinkedIn.

Article 15

Article Customer Service 2023 Retail 15

ShepHyken

MAY 8, 2023

Tehseen Zia (Techopedia) AI-powered personalization involves using artificial intelligence and machine learning to analyze customers’ data, understand their preferences and needs, and tailor their experience accordingly. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. Retail TouchPoints) If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different.

Article 13

Article 2022 Customer Service B2B 13

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

Integrity Solutions

OCTOBER 5, 2022

To truly create a customer service culture, those words and values have to show up in the everyday attitudes, behaviors and actions of each of your employees. And here’s the kicker: That human connection is pivotal, even when everything goes right with the technology. Customer Service Training and the Value of Process.

Culture 86

Culture Customer Service Customer Service Training Contact Center 86

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Stella Connect Screenshot. Customer satisfaction is directly related to FCR. Cross-train agents. It’s a problem that simply won’t solve itself. A lot of factors impact FCR.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Stella Connect

JUNE 25, 2018

Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Stella Connect Screenshot. Customer satisfaction is directly related to FCR. Cross-train agents. It’s a problem that simply won’t solve itself. A lot of factors impact FCR.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

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. A great listen! Follow on Twitter: @Hyken

Article 9

Article 2023 Customer Service E Commerce 9

Kustomer

FEBRUARY 25, 2021

Hiring is one of the earliest engagement touchpoints in which an organization can set clear and specific expectations for interviewees and incoming customer experience agents. Listen to the podcast below to discover how Suzzanna transforms CX teams to excellence. Tips for Hiring Talent and Lowering Turnover Rates. Gabe Larsen: (15:58).

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

ShepHyken

AUGUST 31, 2020

Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it. 7 Ways to Ensure Your Social Presence Improves Your Customer Experience by Scott Clark. Had A Customer Service Fail?

Article 108

Article 2020 Customer Service Social Media 108

SurveySparrow

OCTOBER 1, 2023

High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. “High-touch” is a way of doing customer service where the main goal is to make customers feel really special.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

Michel Falcon Experience

OCTOBER 21, 2019

If we were to host a customer journey mapping exercise we would be identifying customer touchpoints like booking a reservation on our mobile or desktop website, where our guests park their cards, cleanliness of our bathrooms and elevators, how long it takes for drinks to arrive at the table after being ordered and more.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ViiBE Blog

AUGUST 27, 2021

In retail, the meaning of CX can include things like interaction with the product itself, customer service, and the ease of doing business. CX has always been an essential factor in business through customer touchpoints like brick-and-mortar stores and retail staff. Enhancing the Digital Experience with Remote Assistance.

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

Stella Connect

JANUARY 25, 2018

As companies increase their investment in self-service offerings and further empower customers to solve their own problems, customer service contacts will become increasingly complex. I think most businesses know that they’ve got to offer multiple channels with which customers can interact with them.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Free CX Courses: Free Customer Service Training by LiveChat. Sort-of-Free CX Courses: Customer Service Foundations by Jeff Toister. Writing Customer Service Emails by Leslie O’Flahavan. My Favorite Free Customer Experience Courses: Free Customer Service Training by LiveChat.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

ShepHyken

FEBRUARY 15, 2021

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. My Comment: Your customers want the best deal, and that deal is not always tied to a low price. That’s trumping price.

Article 103

Article 2021 Customer Service Retail 103