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. Next Generation Loyalty – Part One by Braden Kelley.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Shep Hyken

FEBRUARY 14, 2022

The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”. 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

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1.

CEM 122

CEM Customer Experience VOC Government 122

Shep Hyken

AUGUST 23, 2022

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. When you look at typical journey maps, they follow the Customer Infinity Loop. Shep Hyken is a customer service and experience expert,?

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Beyond Philosophy

FEBRUARY 10, 2016

He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”. Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention. Customer Experiences are emotional. We always say that over 50% of a Customer Experience is based on emotions.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

Shep Hyken

AUGUST 2, 2021

(CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. Any strategy a company takes is one it believes will improve customer experience (CX). But often what a company thinks the customer wants is different from what they in fact want. And yet, they happen.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . He is a New York Times and Wall Street Journal bestselling author. And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

OCTOBER 4, 2021

Because they spend more on average per visit than one-time or once-in-a-while customers. And a repeat customer could mean a loyal customer, someone who not only returns but also evangelizes your brand or company. John Hall is a marketing and CX expert, and he shares seven ways to get customers to come back.

Customer Service 88

Customer Service Customer Retention Customer Loyalty CX 88

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

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Kerry Bodine

JANUARY 4, 2017

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 48

CEM CX Contact Center Retail 48

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

Shep Hyken

AUGUST 23, 2021

(ReadWrite) Whether you want to improve your business’ reputation, raise customer satisfaction scores, or ensure customer loyalty, creating a memorable customer experience (CX) is how your brand can stand out in a very competitive market. My Comment: This week I’m sharing links to two articles.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Zendesk

DECEMBER 2, 2020

That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. Companies use our software to increase customer happiness, grow sales, and scale on demand. I’m based in Brooklyn, New York!

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Shep Hyken

DECEMBER 13, 2021

A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. Three simple ideas on how to use social media to better engage and create customer loyalty. Respond to customers faster. Customer Service Trends 2022 by ultimate.ai. by Pierre DeBois.

Customer Service 74

Customer Service Social Media VOC Retail 74

Shep Hyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. And of course, the main focus of that strategy should be on CX.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

FEBRUARY 28, 2022

can be summed up with the idea of you and your customers warming up to each other. It’s all about how customers relate to and with the brand. 2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

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. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes.

Customer Service 15

Customer Service Retail B2B Start-ups 15

Kerry Bodine

JANUARY 13, 2016

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 48

CEM CX Contact Center Customer Loyalty 48

Shep Hyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. One thing was clear.

Net Promoter Score 13

Net Promoter Score Customer Service Contact Center NPS 13

Shep Hyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. I’m the host of Inside CX by Lumoa. Sofia: So how did you end up working in cx?

CX 78

CX Start-ups Customer Experience NPS 78

Shep Hyken

NOVEMBER 15, 2021

My Comment: And just when you thought you had enough of metrics, my buddy and fellow CX expert, Dan Gingiss, shares his five favorites. We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Shep Hyken

JANUARY 16, 2023

Customers are also demanding that brands enable them to control their own narrative throughout the customer journey. Here’s a look at the top CX trends that brands should be aware of in 2023. Here’s a good list that predicts personalization will continue to drive customer loyalty. I thought it already was!).

Customer Service 14

Customer Service Customer Satisfaction Customer Loyalty Omnichannel 14

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

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. ” And typically, that will actually have an impact on their customer loyalty. Obviously, it’s better if you can fix the problem, but you don’t have to.

Real Estate 111

Real Estate CX Social Media Start-ups 111

1 to 1

APRIL 24, 2014

It''s that great time of year when I finally get to talk publicly about our CX Forum East in New York at the end of June. If you''ve ever been to one of our events you know that we always have a theme, and this year that theme is "Why Good Is Not Good Enough.". 1to1Media.com/weblog.

Customer Loyalty 40

Customer Loyalty CX Customer Service Customer Experience 40

Comm100

SEPTEMBER 22, 2016

Packed with actionable tools and roadmaps, The Customer Culture Imperative is a great resource if you’re redesigning your customer service culture, or even starting from scratch. Creating Customer Loyalty. But the true purpose of every support team venture is to create customer loyalty. Loyalty 3.0:

Customer Service 88

Customer Service Customer Loyalty E-commerce Customer Satisfaction 88

Aquire

JANUARY 6, 2022

And this is an important business outcome — the evidence shows that customer satisfaction is linked to loyalty and long-term revenue. For example, 92 percent of companies that improved customer experience saw increased customer loyalty and 84 percent saw an uplift in revenue. Recreating in-store experiences.

Customer Service 98

Customer Service Social Media Technology Technology 98

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Understand How to Develop Customer Loyalty.

CX 48

CX Social Media NPS Customer Loyalty 48

Shep Hyken

JANUARY 23, 2023

AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence. Next is my commentary on self-service and convenience, featuring findings from our customer service research.

Customer Service 13

Customer Service Artificial Intelligence Contact Center Retail 13

Shep Hyken

JANUARY 31, 2022

Digital Trends to Influence Better Customer Experiences by Dakota Murphey. TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. How Do You Solve a Problem Like… Eroding Customer Loyalty? by Sam Bradley. Thank you, Engati!

Customer Service 57

Customer Service Contact Center Artificial Intelligence Customer Loyalty 57

Shep Hyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Take a look at the future of CX analytics. Traditionally, decision-makers and marketers have relied on surveys to measure customer success.

Customer Service 61

Customer Service Customer Retention NPS Customer Loyalty 61

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh. Shep Hyken. Jeanne Bliss.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

JULY 13, 2021

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. 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.

CX 61

CX Customer Expectations Customer Service Customer Experience 61