ShepHyken

JANUARY 7, 2025

We have crossed over into the new year, and 2024 is now a history lesson. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. 1 episode of 2024.

Retail 79

Retail Video Customer Confidence Culture 79

ShepHyken

NOVEMBER 11, 2024

I always preach that our goal should be to not just fix a problem, but to restore customer confidence. The subtitle/description of this article indicates these strategies will “transform tricky situations into trust-building moments through thoughtful customer service resolution.” One of the Big Retail CX Trends of 2024?

Customer Service 69

Customer Service Survey Tips Retail 69

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? In 2024, this market is expected to be worth $5.71 trillion in 2024 , marking an 8.4% But why are VFRs growing so quickly?

Ecommerce 144

Ecommerce Retail Social Media Technology 144

ShepHyken

DECEMBER 16, 2024

This is an interesting new way to look at customer interactions, both in person and digitally. Customer behavior is driven by the experience, which could include an emotional connection to the company or brand. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

InMoment XI

JULY 22, 2024

In our hyper-connected world, tech outages and cybersecurity incidents have become an unfortunate reality. When such disruptions occur, they don’t just impact operations; they shake customer confidence and loyalty. Learn how InMoment can help you capture real-time feedback and enhance customer loyalty during tech outages.

Banking 195

Banking Feedback Social Media Call Center 195

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Travel Trends 2024. ( [link] ). State of the Connected Customer. ( [link] ).

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

SEPTEMBER 8, 2024

This article addresses a very important point at the beginning, and that is a bad experience due to a customer returning merchandise could end with the customer never coming back. On the other hand, returns handled well can give the customer confidence to continue to do business. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85