ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

2024 60

2024 Article Customer Service B2B 60

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

2024 59

2024 Article Customer Service Workshop 59

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

2022 64

2022 Article Loyalty Programs Customer Service 64

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results.

Article 139

Article 2020 Customer Service Loyalty Programs 139

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. The headline is a fun one.

Article 64

Article 2022 Customer Service Loyalty Programs 64

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. For just $8.99

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. The 2021 Customer Experience Outlook by Kerry Bodine.

2021 138

2021 Article Customer Service Rewards Programs 138

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Article 64

Article 2023 Customer Service Loyalty Programs 64

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Article 145

Article 2020 Customer Service Loyalty Programs 145

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty Is Your Holy Grail for Success. Entrepreneur) Customer loyalty is an essential source of revenue for any business. My Comment: How do we create customer loyalty?

Article 64

Article 2023 E Commerce Customer Service 64

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Hospitality Net) Why do so many hotel loyalty programs fail?

Article 64

Article 2022 Loyalty Programs Customer Service 64

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. Here are my top five picks from last week.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.

Article 74

Article 2022 Customer Service Loyalty Programs 74

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

2020 117

2020 Article Customer Service Loyalty Programs 117

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. Feedback Collection : Using CRM to gather and act on customer feedback.

Exceptional Customer Service 52

Exceptional Customer Service Retail Customer Service Social Media 52

ShepHyken

FEBRUARY 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. The do’s and don’ts for creating a customer service knowledge base by TechGenyz. My Comment: Here’s a great article on creating a knowledgebase for your customers. It should pay.

Article 99

Article 2021 Customer Service Retail 99

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 77

2018 Article Customer Service Loyalty Programs 77

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

APRIL 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts. Here are my top five picks from last week.

Net Promoter Score 88

Net Promoter Score Article 2018 Customer Service 88

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

ShepHyken

JULY 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why B2B Customer Experience Programs Fail by Sarah Frazier. CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.

Article 106

Article 2019 Customer Service B2B 106

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 72

2021 Article Customer Service Hospitality 72

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. It’s a win-win.

Article 48

Article 2023 Customer Service Contact Center 48

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. My Comment: What drives loyalty? Is it a loyalty program with incentives to come back?

2020 105

2020 Article Customer Service Exceptional Customer Service 105

ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. Here are my top five picks from last week.

2017 81

2017 Article Customer Service Loyalty Programs 81

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web.

2016 81

2016 Article Customer Service Loyalty Programs 81

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Article 51

Article Customer Service 2017 Loyalty Programs 51

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. My Comment: I love the concept of loyalty programs. It’s about customer service training.

Article 17

Article 2021 Customer Service Customer Service Training 17

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

2023 13

2023 Article Customer Service Loyalty Programs 13

ShepHyken

MAY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Loyalty and Loyalty Programs- How it Helps a Business? My Comment: I’ve suggested many different articles on loyalty over the year. Done right, it endears the brand to the customer.

Article 12

Article Customer Service Loyalty Programs 2023 12

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

JUNE 20, 2022

Each week I read many customer service and customer experience articles from various resources. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. Forbes) Without customer loyalty, a business can struggle to succeed. Consider the example of coffee.

2022 12

2022 Article Customer Service Loyalty Programs 12

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

2017 28

2017 Article Customer Service Loyalty Programs 28

ShepHyken

OCTOBER 10, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. by Andrew Reid.

Article 12

Article 2022 Customer Service Customer Centricity 12

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. These stories can also become the foundation of your customer service training.

2023 13

2023 Article Customer Service 2009 13

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. It’s a win-win.

2023 13

2023 Article Customer Service Contact Center 13

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60