ShepHyken

MARCH 6, 2017

How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

NOVEMBER 6, 2017

And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Customer Centricity Customer Service Training Meeting 85

Blake Morgan

JANUARY 14, 2025

Despite the rapid strides in AI technology, many companies face significant hurdles when it comes to effectively integrating it into their customer service strategies. Blake Morgan was called The Queen of CX by Meta. 8CXLaws.com.

Customer Centricity 52

Customer Centricity Call Flow Strategy Contact Center 52

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

Customer Service 69

Customer Service Customer Service Training Loyalty Hotels 69

ShepHyken

MAY 1, 2017

My Comment: When an author tells me that I’m about to read an article that is going to give me a lesson (or three) from icons in the customer service world (such as Nordstrom and Zappos), I take notice, and you should, too. In-store shopping lives on, but technology will dramatically change what it looks like.

Customer Service 84

Customer Service Social Media Retail Transportation 84

ShepHyken

OCTOBER 30, 2017

The Most Important Voice In Customer Service by Murph Krajewski. Forbes) As a business owner or leader in a customer service organization, you can spend countless hours (and dollars) on refining your processes and technology. My Comment: Most would think that the most important voice in customer service is the customers.

Social Media 24

Social Media Customer Service Retail Loyalty 24

Michelli Experience

DECEMBER 27, 2017

For example, one need look no further than early numbers from the 2017 Christmas shopping season. Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. Customers worldwide shopping on the Amazon App increased nearly 70% this holiday season. Price fairly.

Retail 138

Retail Consulting Sales Customer Experience 138

Customer Bliss

APRIL 12, 2019

In order to lead the customer-focused work, Monica explains that within her first 6 months on the job, she set up the initial work to be done in 3 stages. Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services.

Customer Experience 162

Customer Experience Chief Customer Officer Leadership Analysis 162

ShepHyken

OCTOBER 16, 2017

They are with your customers every day, and they may know more about them that just about anyone else in your company. 91% of Top Companies Use AI to Boost Customer Service, Improve Branding by Alison DeNisco Rayome. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author.

Customer Service 78

Customer Service ROI Retail Touchpoint 78

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Why personalization is key for retail customer experiences by Jim Dicso. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The future is now! Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Blake Morgan

AUGUST 29, 2022

? ? ? ? ?. When The Halal Guys started as a New York City food cart in 1990, technology was the furthest thing from the founders’ minds. Today, the growing and thriving restaurant is rapidly expanding, thanks largely to a customer-focused digital approach to dining.

Customer Focused 59

Customer Focused Loyalty Programs Customer Centricity Video 59

ShepHyken

MARCH 20, 2017

My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

NOVEMBER 13, 2017

CNBC) “Mad Money” host Jim Cramer spoke to Salesforce.com chief Marc Benioff about customer loyalty, new technology and competition. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. .’ Here’s how we’re circumventing it by Elizabeth Gurdus.

Customer Service 15

Customer Service Chatbots Loyalty Programs Social Media 15

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Gear your efforts towards meeting customer expectations You need an intimate knowledge of what customers expect from talking to your company.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

NOVEMBER 20, 2017

(Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. Great article.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 29

Customer Service Loyalty Programs Self Service Loyalty 29

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. So what is the secret?

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. For information contact or www.hyken.com.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. One of the key growth drivers for the Internet of Things will be smart homes.

Customer Service 74

Customer Service Social Media Tips B2B 74

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture.

Customer Journeys 149

Customer Journeys Culture Government Leadership 149

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. had a budget of over £501k for investments in CX initiatives in 2017. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

Brands 99

Brands Customer Experience Retail e-support 99

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

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

Michelli Experience

DECEMBER 27, 2017

For example, one need look no further than early numbers from the 2017 Christmas shopping season. Irrespective of all the store closings that took place in 2017, US retailers had the highest sales since 2011. Customers worldwide shopping on the Amazon App increased nearly 70% this holiday season. Price fairly.

Retail 100

Retail Consulting Sales Customer Experience 100

ShepHyken

JANUARY 9, 2017

Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. My Comment: Michael Becker has compiled a nice group of tips, ideas, resources and more related to creating a better customer experience. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

Groups 40

Groups Customer Journeys Automotive Consulting 40

ShepHyken

MARCH 27, 2017

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More by Robert Stanley. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

JANUARY 30, 2017

Digital Customers Less Loyal by Tanya Gazdik. Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. So what can you do to become digital and customer-led by design?

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Of course, not!

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0