SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing. What is Important in 2020?

Customer Loyalty 127

Customer Loyalty Customer Retention Customer Experience 127

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. My Comment: I’m often asked about loyalty programs.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Inside Customer Service

SEPTEMBER 23, 2021

You don't need to be convinced that customer loyalty is important. How do you get customers to keep coming back? That's the question I posed to New York Times bestselling author, Shep Hyken. He's written a new book on customer loyalty called I'll Be Back. The real challenge is achieving it.

Customer Loyalty 144

Customer Loyalty Start-ups Customer Service Customer Experience 144

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Retently

SEPTEMBER 17, 2018

By understanding why and how Apple achieves high customer loyalty, you can create a process that improves customer satisfaction in your own company. Apple neutralizes this anxiety through its customer service, letting clients know that for any product they buy, they’ll receive the support they need to its fullest.

NPS 96

NPS Net Promoter Score Customer Loyalty Innovation 96

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

PeopleMetrics

MARCH 13, 2015

According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." However, if your company has not yet adopted new communications tools, don''t despair. You can adopt some simple methods today to improve employee and customer engagement. Are you on Slack ?

Customer Experience 109

Customer Experience Close the Loop Net Promoter Score Voice of the Employee 109

Shep Hyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Shep Hyken is a customer service and experience expert,?

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Shep Hyken

FEBRUARY 16, 2022

And when you can add that you make the customer smarter – and therefore more confident about their buying decisions – you are hitting the trifecta that can increase the odds of repeat business and possible customer loyalty. . Most customers, whether they are conscious of it or not, want to make informed decisions.

Education 119

Education Customer Loyalty Customer Service Sales 119

Beyond Philosophy

MAY 18, 2016

But as the New York Times reports , at least one analyst placed the blame squarely on Macy’s failure to deliver a compelling customer experience. “In many locations shops are simply not up to par; they are poorly merchandised, hard to shop, lack any inspiration, and have fairly mediocre customer service.”

Retail 113

Retail Customer Loyalty Sales Customer Experience Management 113

Beyond Philosophy

JULY 20, 2016

This rise in ultra-exclusive travel highlights is what I’ve been saying for a long time: a customer experience has to be based on more than rational factors like price. It must appeal to a customer’s emotions and irrational decision making processes. And I talk about the important role that memory has in customer loyalty.

Customer Loyalty 112

Customer Loyalty Retail Start-ups Customer Experience 112

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? Winning Customer Loyalty With Real-time Refunds by Irina Ionescu. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Beyond Philosophy

FEBRUARY 10, 2016

#Hateselling announces there is a problem with your Customer Experience. Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

Shep Hyken

DECEMBER 15, 2021

Unfortunately, I don’t have the perfect answer, but I do have an idea to avoid a big part of the problem, which is how the customer experience is being impacted. . I’m seeing that customer loyalty is up for grabs. In our research, we see customers demanding a great experience in exchange for their repeat business.

B2C 112

B2C B2B Start-ups Customer Loyalty 112

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. (PR Find ways to promote your customers on social media. (No Here are my top five picks from last week.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

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. Follow on Twitter: @Hyken.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. The New York Times had an interesting article on the power of too many choices. The Paralysis of Too Much Choice.

CEM 113

CEM Customer Loyalty Customer Experience Management Customer Experience 113

Shep Hyken

SEPTEMBER 8, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. I believe these, and other reasons in the book, fall into the category of common sense.

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Shep Hyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 88

Customer Service Customer Retention Customer Loyalty CX 88

Shep Hyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . What is it that makes you want to come back? Here are a few possible reasons: .

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. Tony’s first book, Delivering Happiness, debuted at #1 on the New York Times Bestseller list and remained on the list for 27 consecutive week.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

DECEMBER 29, 2021

If you can’t trust your customers, you can’t expect them to trust you. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Invoicing 126

Invoicing B2B Retail Customer Service 126

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . For almost every bad customer experience created, there is an opposite reaction by the customer.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

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

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

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? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework.

Customer Journey Map 86

Customer Journey Map Touchpoint NPS Start-ups 86

Shep Hyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 14

Customer Service Customer Satisfaction Customer Loyalty Omnichannel 14

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: This book is a crash course for leaders looking to enhance their company’s overall customer experience.

Customer Service 89

Customer Service Customer Loyalty E-commerce Customer Satisfaction 89

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. HelpSquad) The important task for businesses is to retain their customers as much as possible.

Customer Service 81

Customer Service Retail B2C Start-ups 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