ShepHyken

JANUARY 16, 2017

At the end of their experience, you want your customers to say, “I want to come back for the sequel.”. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Chatbots and AI can’t do everything… yet. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JANUARY 23, 2017

(BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. The phone used to be the main way customers connected with companies, but not anymore. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. For information contact or www.hyken.com.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. SmarterCX) The chatbot age is here. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. Modern Thinking for Customer Experience Indexes by Lynn Hunsaker.

Customer Service 62

Customer Service Chatbots NPS Customer Service Training 62

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. This is the first half of 20 “power phrases” that all of your employees should be using for both customers and co-workers. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Stella Connect

JANUARY 25, 2018

Frustrated customers, or customers who want to connect with someone who can help with purchase decisions, will consume more of agents’ time on the front line. “ A 2017 report from Retail Systems Research suggests many brands are still struggling to meet consumers’ omnichannel demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

ShepHyken

NOVEMBER 13, 2017

Whether you have an onsite or online retail business, you should read and study this article that includes five innovative ways that you can improve customer loyalty. 4 Essentials for Building a Well Mannered Customer-Service Chatbot by Clemont Tussiot. They are an excellent way to deliver service for the right reasons.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15