ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This is great information for anyone who has a customer support department. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service. Louis Magazine (St.

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2024 Article Customer Service Average Handle Time 62

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. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Article 81

Article 2023 2028 Customer Service 81

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. The stakes are high and the opportunities are endless.

2024 79

2024 Article Hotels Loyalty Programs 79

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

DECEMBER 7, 2020

Top Retail Trends and Innovations That Drive Better CX by The CX Insights. The CX Insights) Seven emerging trends in retailing will frame reactions for both the shorter and longer-term, induce resilience, and prepare consumers to thrive in the days after coronavirus. The first trend is about health and safety. And there are nine more!

Article 148

Article 2020 Customer Service Loyalty Programs 148

ShepHyken

JULY 26, 2021

Lessons from the pandemic can improve your customers’ experiences by Joyce Kim. and hopefully soon, worldwide, it’s important to recognize the lasting impact the last year has had on consumers and how we can use these learnings to inform our business strategy going forward. Fast Company) As we move closer to recovery in the U.S.,

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Article 2021 Customer Service Contact Center 105

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Create an Emotional Connection with Your Customer. Empower Your Service Team. A customer experience strategy is not a one-time occurrence.

Customer Experience 147

Customer Experience Management Return on Investment Banking 147

ShepHyken

FEBRUARY 19, 2023

Getting someone to a customer service rep quickly who doesn’t give the customer the correct information destroys your goal of delivering a good experience. To Build Love for Your Brand, Focus on Customer Experience and Innovation by Hang Nguyen (VentureBeat) Do you have a brand you just can’t live without?

Article 62

Article Customer Service 2023 Customer Service Training 62

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

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. Government sits at the bottom.

2020 86

2020 Article Customer Service E Commerce 86

Stella Connect

NOVEMBER 29, 2021

And what sets these customer-centric leaders apart from the rest? Here’s what we learned and where we recommend brands focus their customer service efforts. 4 Strategies for Meeting and Exceeding Customer Needs. #1: What matters the most when contacting customer service? #1: 1: Response time. #2:

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Almost any business can benefit from reviews.

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Article Customer Service 2023 Contact Center 64

Service Untitled

MAY 6, 2013

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. P PRESENT. L LISTEN.

Consumers 82

Consumers Customer Service E-support Exceptional Customer Service 82

ShepHyken

JUNE 24, 2019

Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

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Article 2019 Customer Service Poor Customer Service 115

ShepHyken

FEBRUARY 8, 2021

It proved to be, for many businesses, an accelerator of new processes and adaption of technology/innovation. 4 Ways Customer Experience Will Change in 2021 by Inge De Bleecker. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side. Follow on Twitter: @Hyken.

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2021 Article Customer Service B2B 98

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. Connect with Shep on LinkedIn.

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Article 2023 Customer Service Loyalty Programs 66

ShepHyken

NOVEMBER 11, 2019

Why Is Identity So Important In Today’s Customer Experience? AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. My Comment: I like the word “identity,” and as it applies to CX and service, how it delivers a better experience. by Matt Seeley.

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Article 2019 Customer Service Customer Centricity 90

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. Customer Understanding: Why Is It the Cornerstone of Customer-centricity? by Annette Franz. (CX

Article 71

Article 2022 Customer Service Retail 71

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. by Mike Roberts. Follow on Twitter: @Hyken.

Article 56

Article 2020 Customer Service Retail 56

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. 10 customer experience lessons from a CRM pioneer and trailblazer by Vala Afshar. This Is Why. by Sharon Terlep. Follow on Twitter: @Hyken.

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2019 Article Customer Service ROI 99

ShepHyken

OCTOBER 12, 2020

(Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending. That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic.

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Article 2020 Customer Service Loyalty 80

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. It also includes some findings on why customers would leave your program. What trends can they reveal in consumer behavior? It’s a win-win.

Article 48

Article 2023 Customer Service Contact Center 48

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

JUNE 25, 2018

(Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey. To start with, 64% of consumers say they have avoided a brand because of a bad experience in the last year. Well, it’s true.

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Article 2018 Customer Service Loyalty 85

ShepHyken

JUNE 15, 2020

My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you. The research in the report found that almost two-thirds of consumers surveyed say their loyalty is hard than ever to keep. You’ll find some good ideas in this report.

2020 76

2020 Article Customer Service Touchpoint 76

ShepHyken

AUGUST 1, 2016

I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien.

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2016 Article Social Media Customer Service 83

ShepHyken

JANUARY 28, 2019

My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. ” Get ready to smile! The State of Bots in 2019: Successes and Failures by Astrid Monge.

2019 99

2019 Article Social Media Customer Service 99

ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

2017 76

2017 Article Customer Service Loyalty Programs 76

Integrity Solutions

OCTOBER 27, 2021

The bottom line is (literally and figuratively) no matter how great your product offerings are, in a world where customers have more information available at their fingertips, more options available to them and more ways to vent their frustrations publicly, you can’t afford to drop the ball on service. Customers want empathy.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Second to None

MARCH 29, 2019

Increase customer spend? In the case of the new customer service training program in our example (an investment aiming to increase customer satisfaction), you would want to look at frequency of purchase or the average spend per customer. Will it increase sales? Decrease cost? 1,2] [link]. [3]

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Magellan Solutions

MAY 3, 2022

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. For Telstra, outsourcing means better service. Utility Sector. Enel Energia.

Call Center 81

Call Center Telecommunications Banking Financial 81

Service Untitled

JUNE 5, 2012

It’s not that we need surveys to show which organizations step out of the box to ensure a concierge level of excellence so coveted by consumers; organizations like Zappos, Amazon, and Nordstrom essentially offer everyone “fantastic” service. In 2011, over 72.6

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Customer Service 2011 Consumers Customer Service Training 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

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. But, it’s a great start. concept in action.

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Article Customer Service 2017 Loyalty Programs 52

Provide Support

MAY 4, 2016

According to Gartner , by 2017, 50% of consumer product investments will be redirected to customer experience innovations. Undoubtedly, some of them will be directed to improving the customer service agent training. The need is becoming more acute and palpable.

Customer Service 44

Customer Service 2003 2015 2016 44

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. My Comment: It’s simple… Customers want a better experience. Follow on Twitter: @Hyken

Article 13

Article 2023 Customer Service E Commerce 13

Magellan Solutions

MAY 6, 2020

The patterns and needs of customers dictate the direction of the market. As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. For Telstra, outsourcing means better service. Utility Sector. Enel Energia.

Call Center 52

Call Center Telecommunications Banking Financial 52