Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. Liam: What are some of your favorite examples of good customer experience or engagement? There is no such thing as an inherently good or bad customer experience.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Shep Hyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Customer expectations have evolved over the last year and a half. .”

CX 74

CX Customer Expectations Customer Service Customer Experience 74

Shep Hyken

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. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. She backs it up with plenty of examples and stats.

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? 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

SEPTEMBER 20, 2021

5 Strategies to Ensure You Offer 24-Hour Customer Service by Corey Noles. Innovation & Tech Today) Most customers expect a quick response to their questions, and offering 24-hour support is the best way to make that happen. My Comment: Most articles focused on the digital customer experience focus on the B2C world.

Customer Service 16

Customer Service Manufacturing B2B AI 16

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

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. A great product delivered with a great customer experience that is also easy is a winning combination. And, it’s a competitive differentiator.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

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. New York Times ?bestselling

Contact Center 57

Contact Center Omnichannel CX Engineering 57

Shep Hyken

NOVEMBER 22, 2021

(Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. Here, members of Forbes Communications Council share their best insights to help you devise an effective strategy for improving your CX.

Customer Service 81

Customer Service E-commerce Retail CX 81

Shep Hyken

OCTOBER 10, 2022

The author shares five “skills” that will help build relationships with your customers; stress tolerance, self-actualization, assertiveness, interpersonal relationships, and happiness. Kantar) How can brands make sure that their customer experience (CX) is different to competitors? CX Podcasts That Bring Real Value by Uniphore.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

Shep Hyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Customer expectations have evolved over the last year and a half. .”

CX 61

CX Customer Expectations Customer Service Customer Experience 61

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. Director of CX, UL EHS Sustainability. Troubleshoot Your Problem. Who Should Attend: VPs & Directors of Contact Centers.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Shep Hyken

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. My Comment: Is customer service getting better? Same for CX.

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

NOVEMBER 7, 2022

Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Yes, there is an intersection between PR and CX.

Customer Service 14

Customer Service Outlook Customer Loyalty CX 14

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

Shep Hyken

OCTOBER 3, 2022

My Comment: In the past few weeks, I’ve suggested articles on ways to measure customer experience/CX. ServiceNow) In an uncertain economy, companies need to put customer experience even more squarely in their sights. My Comment: I was recently interviewed by ServiceNow about how to recession-proof the customer experience.

Customer Service 13

Customer Service Retail CX Omnichannel 13

Shep Hyken

JANUARY 17, 2022

(Business 2 Community) Customer experience or CX is a significant driver of your company’s success. I’m not familiar with the author, but I did enjoy his take on how CX is a “significant driver of your company’s success.” Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser.

Customer Service 61

Customer Service Customer Journey Map Retail Touchpoint 61

SurveySensum

MARCH 3, 2025

How to Transform CX with Text Analytics for Social Media Monitoring? By automating actions based on real-time insights, you can scale your customer experience efforts without needing manual intervention at every step. Design Hyper-Personalized Customer Experiences Personalization is no longer a luxury – its an expectation.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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

Chip Bell

MAY 12, 2020

had managed to stay clear of the virus that seemed to originate from a Chinese wet market in Wuhan, China, with a population of 11 million (almost the size of New York City and Los Angeles combined). COVID 19 changed everything. But then, on January 19, 2020, the first case invaded our shores.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Shep Hyken

AUGUST 30, 2022

Shep Hyken is a customer service and experience expert,? New York Times ?bestselling answers the following questions and more: How do sales and customer service work together? answers the following questions and more: How do sales and customer service work together? This episode of? Amazing Business Radio with?Shep?Hyken

Sales 61

Sales Customer Service Customer Expectations CX 61

Shep Hyken

JUNE 20, 2022

How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. The design of customer journeys is the new marketing battleground.

Customer Service 11

Customer Service Retail Customer Loyalty CX 11

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

Shep Hyken

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: This last article in our Top Five roundup is more about marketing than customer service or experience.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

Zendesk

JUNE 1, 2021

Customers want to feel seen and understood by the brands they love and buy. According to the Zendesk Customer Experience Trends Report , 76 percent of customers expect personalization during their online experiences, including recommendations based on their previous purchases. Create comprehensive customer profiles.

Social Media 86

Social Media B2C CRM B2B 86

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. As a result of leveraging social messaging and integrations, Boxycharm’s customer satisfaction score (CSAT) rose by 10 points. To accomplish this, you need to know your shopper first.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Chip Bell

MARCH 5, 2019

His art hangs in many renowned museums around the world, including the Metropolitan Museum of Art in New York City. He would later study art on a fellowship at the famed Chicago Institute of Art. His younger brother was the Georgia Writers Hall of Fame author, Raymond Andrews.

Sports 45

Sports Manufacturing Education Customer Expectations 45

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. The key lies in recognizing that each customer is unique, and their journey should be just as personalized.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1.

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Keep Your Inventory Stocked Don’t Forget The Post-Purchase Interaction Bring People Together Like A Community Happy Employees = Satisfied Customers Keep Up With the Changing Customer Expectations Create A Multichannel Buying Experience Make Your Membership Program Meaningful Conclusion 1.

Retail 52

Retail Customer Experience Sports Touchpoint 52

Shep Hyken

JANUARY 4, 2023

Happy New Year! And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . We have an exciting year ahead of us.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

PeopleMetrics

MAY 22, 2015

By breaking down CX strategy into a series of focused actions, we can help clients aim for short-term targets in the interest of long-term results. Here are three reasons why focusing on one thing at a time is a good idea for your customer experience strategy : 1. One-thing focus can prevent distraction in your CX strategy.

Customer Experience 105

Customer Experience CX Customer Service Start-ups 105

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Lumoa

MARCH 21, 2023

To help you out, we have listed our top 10 must-read customer experience books. Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that.

Customer Experience 88

Customer Experience Customer Experience Management CX Start-ups 88

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. Whatever you promote about your company sets up what customers expect.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

1 to 1

JANUARY 17, 2025

Harnessing the power of AI-generated insights, offering hyper-personalized customer experiences (CX), and tapping into the buying power of Gen Z were key themes at the National Retail Federation (NRF) Big Show this month in New York City. Social selling becomes a priority When NRF took place in mid-January, a U.S.

Retail 26

Retail Social Media AI Technology 26