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

Shep Hyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Some customers answer questions on forums for free just because they enjoy doing it. New York Times ?bestselling

Contact Center 112

Contact Center CX Innovation Customer Service 112

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. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. market, customer service has been on a decline.

Customer Service 15

Customer Service Retail B2B Start-ups 15

Shep Hyken

SEPTEMBER 1, 2021

Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. I’ve written about this before.

B2B 129

B2B Healthcare Retail Gaming 129

Shep Hyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. New York Times ?bestselling

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

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. Same for CX.

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.

Customer Service 14

Customer Service Outlook Customer Loyalty Contact Center 14

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.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

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. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 65

Customer Service B2C B2B Sales 65

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

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. John shares six important ways to create a company focused on customer service.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

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. Fred Reggie) Take a look at your business and ask yourself, “Does our business serve our customers or does it serve us?

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

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 Comment: Is this the future of customer service? The Value Gap a New Blueprint for Customer Expectations by Quinine.

Customer Service 65

Customer Service Customer Retention Customer Satisfaction Construction 65

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? You do if your customers are there.

Customer Service 13

Customer Service Retail CX Omnichannel 13

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

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors. The list goes on.

Customer Service 57

Customer Service Social Media Artificial Intelligence Customer Loyalty 57

Shep Hyken

FEBRUARY 8, 2022

He now leads FeedbackNow , Forrester ’s AI-powered physical & digital solution to measure, analyze, predict, and act on customer feedback in real-time. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling DO customer surveys still work? This episode of?

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

Shep Hyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. 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.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

Shep Hyken

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.

Customer Service 57

Customer Service Retail Customer Loyalty Start-ups 57

Shep Hyken

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. Here are my top five picks from last week.

Customer Service 11

Customer Service Retail Customer Loyalty CX 11

Shep Hyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. Just do what is expected. and “I’ll be back!” . Follow on Twitter: @Hyken.

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

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

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Parature reported that 70% of customers expect a company website to include a self-service application. VPs & Directors of Customer Experience.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

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. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Service Customer Expectations 146

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. New York Times ?bestselling

Customer Expectations 61

Customer Expectations Customer Service Customer Experience CX 61

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52

Shep Hyken

AUGUST 30, 2022

Selling with Service. Where Sales and Customer Service Meet. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt. Sales and customer service are very closely combined. Shep Hyken is a customer service and experience expert,?

Sales 61

Sales Customer Service Customer Expectations CX 61

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.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

JUNE 7, 2022

You have to move with your customers as their expectations of value change. To exceed their expectations, you have to meet them first. Customer service, virtues, and values will differentiate your brand. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling

Retail 57

Retail Innovation Customer Expectations Customer Satisfaction 57

Uniphore

JANUARY 25, 2022

In particular, respondents noted that they would like AI to provide tips based on emotions (35%); develop a deeper connection with participants (29%); resolve customer service issues more quickly (26%); and provide on-screen transcription to help reduce a speaker’s accent (24%). And take the example of Tesla. Take bitcoin for banking.

AI 130

AI Artificial Intelligence Healthcare Legal 130

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

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

FEBRUARY 1, 2022

They have the challenge of jumping across multiple knowledge bases to find the information that customers are waiting on. Support leaders are turning to chatbots and virtual assistants to help meet customer expectations. However, customers may phrase questions in a way that chatbots are not yet designed to answer.

AI 65

AI Customer Expectations Customer Service Customer Survey 65

Shep Hyken

DECEMBER 20, 2022

If you are slower than your customers expect and anticipate, they will feel like you are stealing time from them. And if you are faster than your customers expect and anticipate, they feel like you have given them the gift of time. “The Right Now” is slightly faster than customers expect.

Customer Expectations 57

Customer Expectations Customer Service Customer Experience CX 57

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

DECEMBER 13, 2022

Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is customer obsession (member obsession)?

Net Promoter Score 11

Net Promoter Score Customer Expectations Customer Experience Technology 11