ShepHyken

DECEMBER 31, 2018

One of my favorites: “I will empower and educate my employees to provide the best customer experience.”. 2019 AI Outlook: Is Customer Service The New Marketing? My Comment: Want to know what the future of AI and customer service will look like – and I mean future as in the next year? by Puneet Mehta.

2018 99

2018 Article Customer Service 2019 99

ShepHyken

SEPTEMBER 21, 2020

5 Experiences That Define Strong Customer Service by Wise Marketer Staff. The Wise Marketer) The level of competition in various industries constantly grows because customers have many options to choose from. My Comment: Want to meet – and even exceed – your customers’ expectations?

Article 95

Article 2020 Customer Service Employee Experience 95

ShepHyken

MAY 17, 2021

How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T) B&T) Building a connection with existing customers is just as integral to any marketing strategy as winning new ones, but how do we turn customers into spokespeople for our brands?

2021 81

2021 Article Customer Service Customer Retention 81

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Article 84

Article 2019 Customer Service Social Media 84

ShepHyken

AUGUST 1, 2022

Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They can even be someone’s first real impression, eclipsing marketing materials. Want to “deliver delight” to your customers?

Article 71

Article 2022 Customer Service B2C 71

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Article 68

Article Net Promoter Score 2022 Customer Service 68

ShepHyken

JULY 15, 2019

Today, customers experiencing slow load times, same-day shipping delays or a lapsed customer service response can wreak absolute havoc among businesses. My Comment: This article is a great reminder about what customers expect – if not demand – from the places they do business.

Article 108

Article 2019 Customer Service B2B 108

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

2019 119

2019 Article Customer Service Leadership 119

ShepHyken

SEPTEMBER 19, 2022

I remember Tom Baldwin (now the CEO at Benihana’s) sharing how the best marketing department is all of his employees – not a group of people at their headquarters. This article focuses on how employees drive the customer experience, so doesn’t it make sense to consider an employee branding program? Follow on Twitter: @Hyken.

Article 65

Article 2022 Loyalty Programs Customer Service 65

ShepHyken

FEBRUARY 21, 2022

My opinion is that this technology ups the customer experience related to lower-level needs. How to Use Content Marketing for Customer Retention and Loyalty by Express Computer. Express Computer) It is indeed an undeniable fact that customers that are happy and satisfied tend to stick around for long.

Article 71

Article 2022 Customer Service 2005 71

ShepHyken

NOVEMBER 12, 2018

This article will introduce you to 7-Eleven’s version of another way to deliver a more convenient customer experience. What the modern gig economy is doing to customer experience by Dr. Chris Baumann. CMO) Most marketing theory was established in the context of stable employment relationships. Follow on Twitter: @Hyken.

2018 92

2018 Article Customer Service 2019 92

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: Here are some of the latest stats and trends in the customer experience world.

2019 109

2019 Article Customer Service Competitive Advantage 109

ShepHyken

JANUARY 14, 2019

My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response.

2019 95

2019 Article Customer Journey Mapping Customer Service 95

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. It’s a philosophy to be embraced by everyone in an organization.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Follow on Twitter: @Hyken.

Article 65

Article 2022 Customer Service Loyalty Programs 65

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. Understand Customer and Market Perceptions.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

ShepHyken

AUGUST 20, 2018

Customer service expert Chip Bell gives us some insights into how to do exactly that. 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss. Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. It drives word-of-mouth referrals.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

OCTOBER 12, 2020

During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. Building customer service resilience during continued uncertainty by Paul Selby. (A

Article 80

Article 2020 Customer Service Loyalty 80

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0

ShepHyken

JANUARY 15, 2018

Making Customer Experience Your Marketing and Sales Magnet by Chuck Sykes. CustomerThink) The takeover is complete: The customer is in control and customer experience now reigns supreme over the business universe. My Comment: A few years ago people were saying, “Customer service is the new marketing.”

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

AUGUST 22, 2016

Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. How to Cater to Your Online Customers’ Needs by Methma Atapattu. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

APRIL 16, 2018

The popular marketing tactic of using “doorbusters,” “endcaps” and other eye-catching displays to drive purchases can be quite successful, but it can also backfire spectacularly when there are unintended mistakes. Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. Or does it? So, what are you doing about this?

2018 48

2018 Article Customer Service Retail 48

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

2017 76

2017 Article Social Media Customer Service 76

ShepHyken

JULY 6, 2020

Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic. 6 Ways to Boost Customer Experience Design Adoption & Growth by Ricardo Saltz Gulko. He understands how to take a complex process and simplify it for the customer.

Article 66

Article 2020 Customer Service Healthcare 66

ShepHyken

APRIL 13, 2020

When you add data and automation at the right time and for the right circumstance, you can deliver an unexpected level of service that might raise the experience to the level of “white glove.” ” Business Communication In The Customer Experience Era by Tosho Trajanov. And that includes communication as well.

Article 99

Article 2020 Customer Service Hotels 99

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. SparkCentral) Social media isn’t just for marketing anymore.

2017 59

2017 Article Social Media Customer Service 59

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. They are becoming more and more important in customer support and marketing.

Article 59

Article Customer Service 2017 Social Media 59

ShepHyken

AUGUST 23, 2021

This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training. Just kidding!

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . My Comment: There have been many lists shared about how to be more effective with social customer care.

2016 69

2016 Article Customer Service Social Media 69

ViiBE Blog

AUGUST 27, 2021

Customer Relationship Management (CRM) software makes it more straightforward than ever for sales teams and customer support to interact with the customer at every step of the sales process. These new tools make it simpler to follow customer journeys from before the sale to after-sales service.

Net Promoter Score 52

Net Promoter Score 2021 Retail E-support 52

ShepHyken

AUGUST 30, 2021

My Comment: Let’s start off this week’s Top Five roundup with some commentary from ten companies that are customer-focused and pushing for a better CX. MarTech Series) Companies that focus on building a strong customer experience strategy have been known to experience reduce churn rates and increased revenues.

Article 16

Article 2021 Customer Service Magazine 16

ShepHyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. My Comment: Of course, you listen to your customers! What Is Advocacy Marketing? Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service Contact Center 13

ShepHyken

MAY 30, 2022

(The Drum) When we reflect on poor customer service, we often associate it with long wait times, inadequate staff and slow outcomes. But we fail to reflect on the marketing overpromises or products that have underdelivered in meeting customers’ expectations. Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service Rewards Programs 13

ShepHyken

MARCH 20, 2023

Losing Customers Due to Lack of Relevance? by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing. They’re sometimes lackluster, dismissive — and even rude, according to customers.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

ShepHyken

SEPTEMBER 20, 2021

Ad Age) Here are four reasons why it’s never been more essential for marketers and advertisers to try to step into customers’ shoes and understand their wants, needs and motivations. 5 Strategies to Ensure You Offer 24-Hour Customer Service by Corey Noles. So, will AI technology replace you?

2021 17

2021 Article Customer Service B2B 17