ShepHyken

JANUARY 3, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

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2024 Customer Service Workshop Customer Service Training 96

ShepHyken

APRIL 14, 2024

This one focuses on field service, but it’s still worth the four minutes it takes to read. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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2024 Net Promoter Score Article Loyalty Programs 73

ShepHyken

FEBRUARY 4, 2024

In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. Buyers/procurement professionals are still consumers at some level.

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2024 Article Customer Service B2B 62

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

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2024 E Commerce Article Customer Service 61

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Connect with Shep on LinkedIn.

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2024 Article Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Connect with Shep on LinkedIn.

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2024 Article Customer Service Retail 56

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. They are improving the customer (citizen) experience.

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Article 2024 Customer Service Government 79

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

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2024 Article Customer Service Government 81

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.

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ShepHyken

MARCH 10, 2024

by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

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Article 2024 Customer Service Airlines 79

ShepHyken

JANUARY 21, 2024

My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer. The 2024 Marigold Global Consumer Trends Index Report provides insights into consumer preferences that drive marketing decisions and explores the influence of brand relationships.

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2024 Article Customer Service Workshop 61

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. Connect with Shep on LinkedIn.

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2024 Article Hotels Loyalty Programs 79

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them. Connect with Shep on LinkedIn.

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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.”

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ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. It’s Not All Negative: How Bad Customer Reviews Create Revenue Opportunities by Cynthia Sener (Total Retail) Although negative reviews can raise a red flag for consumers, they also present a unique opportunity.

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ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. To be social is to be connected. Connect with Shep on LinkedIn.

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2024 Article Customer Service Social Media 68

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

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Reference B2C Workshop Customer Service Training 65

ShepHyken

FEBRUARY 18, 2024

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.

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2024 Article Customer Service Net Promoter Score 62

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

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2024 Article Customer Service Social Media 58

Michel Falcon Experience

JANUARY 16, 2020

. … that’s having a customer experience strategy! Let’s use an example we’re all familiar with as consumers. As the year gets rolling, I’d suggest asking yourself three questions to identify what customer experience strategies you have the opportunity to create for your business and serve your customers exceptionally.

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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. Connect with Shep on LinkedIn.

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2024 Article Customer Service Average Handle Time 62

ShepHyken

DECEMBER 10, 2023

Amazon CEO Says Generative AI Will ‘Change Every Customer Experience’ by Julie Coleman (CNBC International) In an interview with CNBC’s Jim Cramer, Amazon CEO Andy Jassy said generative artificial intelligence will change the customer experience in the company’s enterprise and discretionary consumer business.

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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.

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Article Customer Service B2B 2023 62

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” Connect with Shep on LinkedIn.

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ShepHyken

JULY 17, 2023

10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard (CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. My Comment: Will the ten ways in this article really guarantee customer satisfaction? But this was never really true.

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Article 2023 Customer Service Retail 62

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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ShepHyken

AUGUST 28, 2023

When used in the right way, AI can eliminate many challenges faced by both customers and agents – reducing operational costs and agent stress, allowing greater personalisation and a seamless experience for consumers. However when used incorrectly, AI can swiftly turn customers away. Connect with Shep on LinkedIn.

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2023 Article Customer Service Magazine 62

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. My Comment: I was intrigued by the title. in 2022 and 5.4%

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ShepHyken

MAY 28, 2023

This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.) My Comment: If you want to deliver the best customer service and experience, then you must understand your customers. Connect with Shep on LinkedIn.

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2023 Article Customer Service Books 65

ShepHyken

OCTOBER 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

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Article 2023 Customer Service Loyalty Programs 66

ShepHyken

JULY 8, 2019

My Comment: It’s been a while since I included an article about social customer care (social media customer service) in the Top Five Roundup. More and more consumers are turning to social channels to seek help, complain and praise. 10 Best Things about Customer Contact Week 2019! Make sure you’re there for them.

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2019 Article Customer Service Social Media 118

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.

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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.

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Customer Service Training Workshop Magazine Social Media 40

ShepHyken

JANUARY 6, 2020

(Sharpen) Learn how knowledgeable and friendly agents keep your revenue in check and build trust that keeps customers for life. My Comment: More than just friendly customer service agents, you want knowledgeable agents. My Comment: What if you could offer your customers, not a five-star experience, but an eleven-star experience?

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Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Identifying gaps in the customer experience.

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ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience.

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Myra Golden

AUGUST 4, 2016

Introducing… How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. In this special online workshop Myra reveals the 5 Conversational Aikido principles she has adapted from her 15-year study of the martial art Aikido.

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