Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

OCTOBER 15, 2018

(ZDNet) The future of customer services requires a new model of operational excellence that is built on the five pillars of customer centricity, outcome-first design, data-driven decision making and workflow, automation-focus, and ecosystem-based. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Automotive Tips Feedback 91

ShepHyken

DECEMBER 3, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Airlines Retail Social Media 104

ShepHyken

OCTOBER 1, 2018

This short article focuses on five mistakes organizations make with their customer experience initiative. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

JANUARY 7, 2019

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Contact Center Tips Chatbots 104

ShepHyken

NOVEMBER 12, 2018

Predictions 2019: Customer Experience Comes Under Fire by Harley Manning. Forrester) Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index ) scores showing little movement for the third year in a row. Follow on Twitter: @Hyken.

Customer Service 95

Customer Service Effort Score Customer Service Training Retail 95

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Trends Advertising Culture 0

ShepHyken

JULY 30, 2018

The members of the Forbes Technology Council have shared 12 ways to do so, starting with one of my favorites, which is to ensure the customer only has to tell their story once. Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Customer Service 92

Customer Service Chatbots Wireless Airlines 92

ShepHyken

DECEMBER 24, 2018

50 Mind-Blowing Stats About E-commerce Experience in 2018 by Lauren Burgess. Decibel) With all this rapid change it’s no surprise that there are plenty of studies and statistics emerging surrounding e-commerce customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 93

Customer Service e-support Loyalty Data 93

ShepHyken

FEBRUARY 19, 2018

This article discusses some of the problems and solutions for when your automated service isn’t working. 15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. My Comment: Here are some great stats and facts that support the need for better customer service.

Self Service 83

Self Service Customer Service Social Media Customer Service Training 83

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

ShepHyken

DECEMBER 10, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Fashion Customer Satisfaction Customer Service Training 96

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. 5 Customer Experience Trends to Watch by Dom Nicastro. CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line.

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

SEPTEMBER 24, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Contact Center B2B Guest Experience 91

ShepHyken

APRIL 9, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Net Promoter Score 93

Net Promoter Score Customer Service Loyalty Programs Infographics 93

Comm100

JUNE 19, 2018

It’s always fantastic to hear about organizations putting training and development at the heart of their operations, as many organizations are still only just beginning to understand the importance of the employee experience in delivering great customer experiences. Download Now.

Contact Center 108

Contact Center Entertainment eBook Culture 108

ShepHyken

NOVEMBER 19, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 91

Customer Service Self Service Customer Centricity Video 91

ShepHyken

MARCH 12, 2018

Seven Ways Tech Will Change Customer Experience in 2018 by Luke Williams. Inside Small Business) There are seven ways technology will aid companies in creating and taking advantage of compelling experiences for their customers in 2018. Done right, the investment into CX pays big. Follow on Twitter: @Hyken.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

MARCH 26, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

JULY 16, 2018

Why Customer Churn is Inevitable if You’re Not Closing the Loop—At Every Level by Ian Luck. CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries.

Customer Service 16

Customer Service Travel Customer Experience Management Retail 16

ShepHyken

JULY 9, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Poor Customer Service 85

Poor Customer Service Customer Service Infographics Travel 85

ShepHyken

SEPTEMBER 17, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Automotive Metrics Loyalty 85

ShepHyken

OCTOBER 8, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Customer Retention Culture Tips 89

ShepHyken

NOVEMBER 26, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Airlines Employee Engagement Rewards Programs 86

ShepHyken

MAY 21, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83

ShepHyken

JUNE 25, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Loyalty Conference Tips 86

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video.

Customer Service 76

Customer Service Employee Experience Video Conference 76

ShepHyken

MARCH 19, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Infographics Case Study Loyalty 82

ShepHyken

JUNE 17, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

NOVEMBER 5, 2018

.” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 84

Customer Service Airlines Wireless Retail 84

ShepHyken

MAY 28, 2018

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

MARCH 5, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. Follow on Twitter: @Hyken.

Customer Service 15

Customer Service B2C Retail Infographics 15

ShepHyken

APRIL 30, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Net Promoter Score 83

Net Promoter Score Customer Service Self Service NPS 83

ShepHyken

OCTOBER 29, 2018

Matt Dixon shares some of the details behind T-Mobile’s focus on winning back its reputation using customer service as the catalyst. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 108

Net Promoter Score Customer Service NPS Customer Satisfaction 108

ShepHyken

JUNE 11, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Loyalty Tips Customer Service Training 79