ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. you take the experience to an even higher level.

2020 104

2020 Article Customer Service Contact Center 104

ShepHyken

NOVEMBER 23, 2020

Chewy.com has an amazing reputation for great service, great products and compassion for their customers. Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Follow on Twitter: @Hyken.

Article 84

Article 2020 Customer Service Net Promoter Score 84

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

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. Great Employee Experiences Beget Great Customer Experiences By Lisa Loftis.

2018 76

2018 Article Customer Service Employee Experience 76

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. Do Customers Trust Your Tech? My Comment: Are you ready for the AI Revolution? Follow on Twitter: @Hyken.

2019 99

2019 Article Customer Service Social Media 99

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. What to Look for In Customer Service Training Programs. That’s because everyone plays a part in the customer journey.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. Follow on Twitter: @Hyken.

2018 59

2018 Article Customer Service 2020 59

ShepHyken

AUGUST 24, 2020

The 6 Pillars to Create a Positive Digital Customer Experience (dCX) by Andre Havro. Business2Community) With a global crisis forcing many companies to close or operate at reduced capacity, it may be surprising to learn that consumers expect service to remain unchanged. That’s where it starts. Thank you to Shelf.io

Article 84

Article 2020 Customer Service Contact Center 84

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery phase. Here are a few ideas to get you started. Thank you, Jeremy!

2020 65

2020 Article Customer Service Hospitality 65

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. This article highlights a recent J.D.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

JANUARY 29, 2018

My Comment: Nate Brown of CX Accelerator has written an excellent and detailed report on three “CX Disciplines” that include voice-of-the-customer, experience engineering, and the employee experience. You’ll find many great ideas, strategies, and tips to take your customer experience to a higher level.

2018 93

2018 Article Customer Service Social Media 93

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two.

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

JULY 25, 2022

Purposeful work can lead to employee fulfillment, which leads to long-term employment. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. However, when done right, it can be an effective communication tool to gain new clients and customers.

Article 14

Article 2022 Customer Service Magazine 14

ShepHyken

JANUARY 30, 2023

How to Improve the CX in 5 Charts by Arielle Feger (Insider Intelligence) Providing a good customer experience (CX) isn’t just about getting positive reviews online—it’s about creating a relationship with your customer. It’s also about a better bottom line, which is harder to achieve these days as consumer spend slows.

2023 23

2023 Article Customer Service Banking 23

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. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service B2B 13

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. It’s about customers having trouble logging into a website.

Article 148

Article 2021 Customer Service Loyalty Programs 148

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

OCTOBER 1, 2018

Employee Experience Strategy: 3 Tips to Steal From Customer Service by Brian Westfall. Capterra) Now, more than ever, SMBs need to think critically about how to deliver a stellar, cohesive employee experience (EX) that not only convinces workers to stay and engage but also to advocate the company’s awesomeness to others.

2018 17

2018 Article Customer Service Employee Experience 17

ShepHyken

APRIL 4, 2022

Customer service, as we have come to know it, is changing, not necessarily dead. 4 Trends for Personalizing the Consumer Experience by Stewart Barrett. destinationCRM.com) Consumers expect more and trust even less. Today an EX is more important than ever in delivering the CX you want your customers to enjoy.

Article 72

Article 2022 Customer Service Magazine 72