ShepHyken

JANUARY 23, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ShepHyken

MAY 28, 2023

This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.) Here is a compilation of 17 experts from the Fast Company Executive Board who share their thoughts on understanding consumer behaviors to create a better experience and increase sales.

Customer Service 66

Customer Service Hospitality Customer Centricity B2C 66

ShepHyken

MAY 22, 2023

The State of Social Media 2023: Business Leaders Weigh in on What’s Next by Jamie Gilpin (Sprout Social) Emerging technologies, rising consumer expectations and a shifting social media marketing landscape have left many with questions on how to navigate this changing terrain. Connect with Shep on LinkedIn.

Customer Service 14

Customer Service Loyalty Programs Social Media Culture 14

ShepHyken

JULY 10, 2023

70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. Consumers are feeling tricked and pressured into tipping. In some cases, it’s negatively impacting the customer experience.

Customer Service 12

Customer Service Tips Social Media Consumers 12

ShepHyken

JANUARY 2, 2023

In these times of uncertainty and rapid change, consumers gravitate toward brands they trust. My Comment: Online brand management is a form of customer experience. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Loyalty Programs e-support Loyalty 66

ShepHyken

OCTOBER 29, 2023

If you can win over your customers so that they wouldn’t consider a competitor, you are in an enviable position. According to the 2023 Customer Loyalty Index findings, the US experienced a drop in brand loyalty by more than 10%, from 7% to 68%. And if that’s your goal, it looks like it will be harder to attain.

Customer Service 70

Customer Service Loyalty Programs Ecommerce Loyalty 70

ShepHyken

JULY 17, 2023

10 Guaranteed Ways to Improve Customer Satisfaction by Allen Bernard (CMSWire) There was a time when the cliche, “The customer is always right,” defined the essence of customer satisfaction. My Comment: Will the ten ways in this article really guarantee customer satisfaction? But this was never really true.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ShepHyken

JUNE 26, 2023

BONUS The Value of Retail Customer Experience: 10 Quotes from Industry Leaders by Zac Francis (eduMe) Ever since the customer took center stage, retailers have consistently asked themselves the same question: What does the customer want? Over the years, answers have ranged from higher quality products to more affordable pricing.

Customer Service 16

Customer Service Customer Centricity B2C Entertainment 16

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. as of 2023 and minimum federal wage of $7.25

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

MARCH 5, 2023

There are plenty of ideas, tips, strategies, and comments about customer service and experience for all types of businesses in any industry. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. My Comment: It’s simple… Customers want a better experience. Follow on Twitter: @Hyken

Customer Service 10

Customer Service Retail Metrics Loyalty Programs 10

ShepHyken

JUNE 5, 2023

The hype, which is valid, is being driven by the need to be more efficient, provide consumers and customers with what they need as fast as possible, and, in the retail realm, the quest to personalize, personalize, personalize the customer experience. My Comment: ChatGPT continues to be a hot topic.

Customer Service 16

Customer Service Retail Touchpoint Comparison 16

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

Customer Service 51

Customer Service Government Loyalty Customer Satisfaction 51

ShepHyken

NOVEMBER 19, 2023

This short article will get you thinking about the clues indicating your customer support and CX efforts are working. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Customer Service 64

Customer Service Chatbots Trends Customer Satisfaction 64

ShepHyken

JANUARY 15, 2023

Another angle is to be proactive about finding the problem, which means you’re reaching out to a customer for feedback and commentary before they make the complaint. Customers are also demanding that brands enable them to control their own narrative throughout the customer journey. Follow on Twitter: @Hyken

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

FEBRUARY 5, 2023

23 Customer Experience Practices You Should Stop in 2023 by Lynn Hunsaker (CustomerThink) “Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Here are 23 warped and dusty customer experience practices to stop in 2023.

Customer Service 48

Customer Service Government Loyalty Customer Satisfaction 48

ShepHyken

OCTOBER 16, 2023

The author, who has spent decades studying the most engaged teams — and the most loyal customers — has identified one force that powerfully drives consumer and employee behavior: love. Previously, brands would work on their ideas and develop a product or service that they believed would help customers.

Customer Service 13

Customer Service Self Service Customer Centricity Culture 13

ShepHyken

MARCH 13, 2023

Home Depot Svp on Building a Seamless Shopping Experience by Judy Mottl (Retail Customer Experience) Retailers across the board are deploying and implementing innovative technology in a quest to both attack and engage customers as well as increase loyalty within its consumer base. That’s where the contact center comes in.

Customer Service 10

Customer Service Contact Center Retail Omni-Channel 10

ShepHyken

JUNE 19, 2023

Apple’s Vision Pro and Steve Jobs’ Legacy of Customer-Centric Innovation by Justin Racine (CMSWire) Steve Jobs was known for his unwavering commitment to what he believed was best for consumers. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Net Promoter Score 14

Net Promoter Score Customer Service NPS Customer Journeys 14

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” Connect with Shep on LinkedIn.

Self Service 72

Self Service Customer Service Contact Center Social Media 72

ShepHyken

NOVEMBER 7, 2022

Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works. Fast Company) In recent years, much has been written about the shifting relationships between consumers and companies. Strategizing for a downturn: CX leaders prepare for 2023 by Anna McKibben. (CX percent in 2023.

Customer Service 16

Customer Service Financial Tips Loyalty 16

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Consider that most consumers look at reviews before making a purchase. The Future of Customer Loyalty by Rajesh Midha (Fast Company) Customer loyalty is evolving. My Comment: Almost any business can benefit from reviews.

Customer Service 68

Customer Service Contact Center Loyalty Tips 68

ShepHyken

DECEMBER 10, 2023

Amazon CEO Says Generative AI Will ‘Change Every Customer Experience’ by Julie Coleman (CNBC International) In an interview with CNBC’s Jim Cramer, Amazon CEO Andy Jassy said generative artificial intelligence will change the customer experience in the company’s enterprise and discretionary consumer business.

Customer Service 66

Customer Service Contact Center Customer Retention Conference 66

ShepHyken

FEBRUARY 13, 2023

Why Retailers Need to Up the Delivery Experience by Carmen Carey (Retail Customer Experience) Brands who adopt technology that can deliver clear, branded delivery communications, tracking and positive returns processes will be the winners. It’s not about delivering a purchase to the customer. Follow on Twitter: @Hyken

Customer Service 10

Customer Service Chatbots Retail Metrics 10

ShepHyken

JUNE 13, 2022

(The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. s latest annual study on customer experience, which analyzed 96,211 U.S. consumers’ perceptions of 221 companies and federal agencies. Follow on Twitter: @Hyken.

Customer Service 70

Customer Service Sports Customer Journeys Government 70

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

MAY 8, 2023

My Comment: According to the research findings in this article, 73% of consumers said they would be more loyal to a brand or retailer they believe is “authentic.” Done right, it endears the brand to the customer. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 13

Customer Service Loyalty Programs Loyalty Tips 13

ShepHyken

JANUARY 22, 2023

How retailers can capture customer loyalty in 5 charts by Arielle Feger (Insider Intelligence) As brand loyalty declines, deals remain a surefire way to win over consumers. To kick start 2023, here you can find some of my favorite customer experience blogs My Comment : Steven Van Belleghem is one of the top CX experts in the world.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Follow on Twitter: @Hyken

Customer Service 12

Customer Service Employee Experience Social Media Loyalty 12

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

ShepHyken

FEBRUARY 4, 2024

In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. But in 2023, these six retailers and brands set new standards of what loyalty can be.

Customer Service 66

Customer Service B2B Loyalty B2C 66

ShepHyken

MARCH 20, 2023

It will take time for consumers to become comfortable enough with the technology that it can completely replace humans, if ever. And now there are new companies sprouting up that are using the ChatGPT platform for customer service. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

MARCH 25, 2024

How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. Connect with Shep on LinkedIn.

Hotels 83

Hotels Loyalty Programs Customer Service Hospitality 83

ShepHyken

FEBRUARY 19, 2023

Their success stems from the ability to deliver exceptional customer experiences and develop innovative products and services that customers can’t get anywhere else. Consumers don’t just like these brands — they love them. My Comment: Wouldn’t you like to be the brand or company your customers can’t live without? (Of

Customer Service 48

Customer Service Chatbots Culture Customer Service Training 48

ShepHyken

DECEMBER 26, 2022

Retail TouchPoints) Even in a time of increasing economic pressures, today’s consumers need brands to give them more than just discounts. Over 65% of customers say that their experience on a website or app is a major factor in their willingness to recommend a brand. Your website is a direct reflection of your company/brand.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

ShepHyken

FEBRUARY 26, 2023

Customer Retention Strategies for Driving Loyalty in Uncertain Times by Rich Hein (CMSWire) One thing all businesses can bank on in the future is that things will be more uncertain and unpredictable than ever before. My Comment: I’m often asked how to deliver customer service in challenging times. Thank you, CX Network!)

Customer Service 48

Customer Service Call Center Ecommerce Call Center Experience 48

ShepHyken

FEBRUARY 25, 2024

I love the first topic, which is how customers have been frustrated with getting caught in the phone menu. This is great information for anyone who has a customer support department. Top 50 CX Innovators of 2024 by Joe Berenz (Replicant) 2023 was a watershed year in customer service.

Customer Service 66

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 66