Shep Hyken

JULY 12, 2022

Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. If done right, technology can help provide the great experience they expect from your brand.

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

Shep Hyken

FEBRUARY 8, 2022

Building a Reactive and Predictive Customer Experience. They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different. ” “Making big changes to your overall customer experience can seem daunting.

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Shep Hyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. In short, empathy at the right time creates a better customer experience. Here are my top five picks from last week.

Customer Service 16

Customer Service Manufacturing B2B AI 16

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 81

CX Customer Expectations Customer Service Customer Experience 81

Shep Hyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. There have never been more ways to engage a customer than right now. What Does it Take to Deliver a Great Customer Experience?

Customer Service 15

Customer Service Retail B2B Start-ups 15

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 4 Customer Experience Strategies Inspired By Vincent Van Gogh by Chip Bell. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 74

CX Customer Expectations Customer Service Customer Experience 74

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. First, I had flown for a quick trip to New Jersey, landing at JFK in New York, which is anything but quick at seven hours flying time.

Net Promoter Score 146

Net Promoter Score Gaming Customer Service Customer Expectations 146

Shep Hyken

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. Reducing friction creates efficiencies, not only for the customer but also the business. There are plenty of ideas.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

SEPTEMBER 20, 2022

How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience.

Customer Expectations 61

Customer Expectations Customer Service Customer Experience CX 61

Shep Hyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 81

Customer Service E-commerce Retail CX 81

Fonolo

NOVEMBER 23, 2017

Parature reported that 70% of customers expect a company website to include a self-service application. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Troubleshoot Your Problem. VP’s & Directors of Web/Social Media. The Panelists: Nate Brown. Twitter: @ CustomerIsFirst .

Social Media 86

Social Media Contact Center Gaming Customer Service 86

CSAT.AI

MARCH 27, 2019

Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they can be around for another hundred years.

Customer Experience 52

Customer Experience Sentiment Analysis Technology Technology 52

Shep Hyken

DECEMBER 20, 2022

The Customer’s Need for Speed . In Customer Experience, Speed Equals Caring. Shep Hyken interviews Jay Baer, customer experience and marketing expert. “The Right Now” is slightly faster than customers expect.

Customer Expectations 57

Customer Expectations Customer Service Customer Experience CX 57

Shep Hyken

NOVEMBER 23, 2022

Just do what is expected. When you consistently do what the customer expects, they will say, “They are amazing!” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. It’s about paying attention to details. And now I’ve made it even easier.

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Shep Hyken

DECEMBER 14, 2021

We Are All Customers. What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Customers really only care about problems solved. What do customers expect from CX practitioners?

Contact Center 57

Contact Center Omnichannel CX Engineering 57

Shep Hyken

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.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

Shep Hyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. CMS Wire) Who comes back for average customer experience?

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Shep Hyken

JULY 13, 2021

They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Top Takeaways: When businesses take the mundane transactions to the experiential, customers come to see what they will do next. Customer expectations have evolved over the last year and a half.

CX 61

CX Customer Expectations Customer Service Customer Experience 61

Shep Hyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 57

Transportation Social Media Customer Expectations Customer Service 57

Shep Hyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. He is a bestselling author who specializes in teaching us how some of the most iconic brands deliver amazing customer experiences.

Customer Service 65

Customer Service B2C B2B Sales 65

Shep Hyken

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 Brandi Marcene.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. All You Need Is Love.”

Customer Service 14

Customer Service Outlook Customer Loyalty Contact Center 14

Shep Hyken

DECEMBER 13, 2022

Shep Hyken interviews Lesley Mottla, Chief Product & Experience Officer at ButcherBox , a subscription business that delivers meat and seafood to its members. She shares how to get teams across your organization to buy into a culture of member and customer obsession. You want to maintain the relationship to keep your customers.

Net Promoter Score 11

Net Promoter Score Customer Expectations Customer Experience Technology 11

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Shep Hyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. 6 Ways To Create a Consistent Customer Experience by John R.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

Shep Hyken

JUNE 7, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling How can you understand customer expectations? How do you create meaningful customer engagement? bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of?

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Shep Hyken

MARCH 1, 2022

The people who live in the trenches have a unique perspective on the customer experience and the brand promise. They get feedback from customers. We encourage marketers to ask themselves – How do we equip our people to understand, align, and confidently deliver on these expectations? New York Times ?bestselling

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

Shep Hyken

FEBRUARY 21, 2022

Each week I read many customer service and customer experience articles from various resources. Are Lifelike Digital Humans the Future of Customer Experience? My opinion is that this technology ups the customer experience related to lower-level needs. It also adds to the customer experience.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

Shep Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees. (The

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Shep Hyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. The Experience Maker), has written an excellent article about why a low NPS (Net Promoter Score) can be a good thing.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Shep Hyken

OCTOBER 3, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. CMSWire) As a customer experience professional, do you have to be a trained statistician?

Customer Service 13

Customer Service Retail CX Omnichannel 13