ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Magazine) What makes a brand essential?

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

DECEMBER 20, 2021

Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to companies. Follow on Twitter: @Hyken.

2021 69

2021 Article Customer Service 2022 69

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

2021 82

2021 Article Customer Service E Commerce 82

ShepHyken

JUNE 14, 2021

AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Forget Brand Loyalty.

2021 92

2021 Article Customer Service Retail 92

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. Customer Support Through The Eyes of Consumers in 2020 by Hiver. Follow on Twitter: @Hyken.

Article 103

Article 2020 Customer Service Magazine 103

ShepHyken

MAY 6, 2019

If you want loyal customers, here are some reminders (seven of them) about how to go about it. Entrepreneur India) 70% cent of consumers expects a personalized experience from brands and a mobile app is the perfect way to personalize communications with your customers. My Comment: Does your business have an app?

Article 112

Article 2019 Customer Service Magazine 112

ShepHyken

OCTOBER 26, 2020

For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

2020 87

2020 Article Customer Service Contact Center 87

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

JULY 18, 2016

Customer Loyalty: Obligation or Happy Marriage? According to research referenced in a recent Time magazine article, married people describe marriage as “more satisfying or less satisfying” than any other generation ahead of our time, meaning the degree of happiness or the opposite is higher than ever. b y Jeanette McMurtry.

2016 69

2016 Article Social Media Customer Service 69

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Article 14

Article 2022 Customer Service Magazine 14

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. Follow on Twitter: @Hyken

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

MARCH 5, 2023

That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. My Comment: It’s simple… Customers want a better experience.

Article 13

Article 2023 Customer Service E Commerce 13

ShepHyken

JULY 25, 2022

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. 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen.

Article 13

Article 2022 Customer Service Magazine 13

ShepHyken

AUGUST 8, 2022

The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Follow on Twitter: @Hyken.

Article 23

Article 2022 Customer Service Culture 23

CSM Magazine

OCTOBER 25, 2023

Online stores give consumers an almost limitless choice of shops to purchase from, along with the convenience of home deliveries and often competitive pricing. As a result, physical retailers must offer something truly special to entice and retain customers. This – in turn – is key to keeping ahead of the competition.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

AUGUST 20, 2018

Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. Amazon, the leader in convenience, offers a subscription service for a myriad of consumable products. Annual maintenance contracts are a form of a subscription model.

Books 80

Books Banking Magazine 2018 80

ShepHyken

JULY 3, 2023

Here are 100 fresh statistics about the state of customer experience in 2023. My Comment: I geek out over customer service and CX stats, so much so that I conduct annual customer service and CX research to help understand what consumers want and expect regarding service, communication, and more.

2023 12

2023 Article Customer Service Magazine 12

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

Article 26

Article 2021 Customer Service Net Promoter Score 26

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry. Call Control.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

ShepHyken

MAY 8, 2023

My Comment: According to the research findings in this article, 73% of consumers said they would be more loyal to a brand or retailer they believe is “authentic.” Done right, it endears the brand to the customer. And those good customer experiences lead to more sales and more profits for your company.

Article 12

Article Customer Service Loyalty Programs 2023 12

CSM Magazine

JANUARY 19, 2023

Offer Online & Offline Training Opportunities Online training gives access to materials that can help coach team members remotely in quick succession. Final Thoughts Recruiting quality candidates is a time-consuming task and can often lead to hiring members that aren’t qualified.

Communication 52

Communication Document Customer Service Training Connections 52

ShepHyken

AUGUST 30, 2021

(Comparably) “We’re in the era of the customer,” says one of these ten companies that are working on products that will sharpen, ease, and perfect the customer experience. There have never been more ways to engage a customer than right now. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James.

Article 15

Article 2021 Customer Service Magazine 15

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Customer-facing employees in any industry. This means the customer service professional must develop a response plan.

Customer Service 40

Customer Service Seminar Customer Service Training Customers 40

ShepHyken

NOVEMBER 7, 2022

4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. Follow on Twitter: @Hyken.

2022 14

2022 Article Customer Service 2023 14

ShepHyken

NOVEMBER 19, 2023

This short article will get you thinking about the clues indicating your customer support and CX efforts are working. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Article 58

Article Customer Service 2024 2023 58

CSM Magazine

FEBRUARY 12, 2020

What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Article 12

Article 2022 Customer Service E Commerce 12

CSM Magazine

FEBRUARY 7, 2020

Twenty-six percent need just one bad customer service experience to go somewhere else. 5 Ways to Improve Customer Service for Your Lending Business. But until we build AI to replace humans, your customer service agents are your best assets. Invest in People. We live in a hi-tech world.

Customer Service 52

Customer Service Banking 2008 Financial 52

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

2022 67

2022 Article Customer Service Magazine 67

ShepHyken

NOVEMBER 21, 2022

Retail Customer Experience) Consumers today are looking for increasing convenience and a frictionless experience. Mastercard) The relationship between consumers and brands has never been as deep — or as complicated — as it is today. Should You Break Up with Some of Your Customers? by Joseph A. Follow on Twitter: @Hyken.

2022 13

2022 Article Customer Service Net Promoter Score 13

ShepHyken

APRIL 4, 2022

Customer Service Is DEAD: Now What? CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD! We are now in a world that demands things faster, more conveniently and cheaper- and we have given up much our demand for exceptional service. by Mitche Graf.

Article 71

Article 2022 Customer Service Magazine 71