ShepHyken

OCTOBER 27, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

ShepHyken

DECEMBER 29, 2024

Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Self Service Connections Social Media 73

ShepHyken

MARCH 19, 2025

He left us on August 15, 2024, at the young age of 44. Everyone who knew him felt a connection. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn. Id like to close by mentioning my friend John Ruhlin once more.

Sports 79

Sports Customer Service Training Customers Connections 79

ShepHyken

NOVEMBER 18, 2024

‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

ShepHyken

NOVEMBER 6, 2024

60% of customers said they would likely or very likely switch companies because of a poor (slow) response time. 43% of customers would spend more money if they knew they would never have to wait on hold for customer support. Connect with Shep on LinkedIn. Once time is gone, you can’t get it back.

Customer Experience 79

Customer Experience Customer Service Training Meeting Customers 79

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

ShepHyken

JANUARY 12, 2025

My Comment: Can AI create help a company create an emotional connection? Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need.

Customer Service 73

Customer Service Customer Retention Call Center Sales 73

ShepHyken

NOVEMBER 25, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Contact Center Trends Analysis 69

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. Our customers are smarter than they were last year (again).

Trends 100

Trends Customer Service Customer Service Training Customer Retention 100

ShepHyken

OCTOBER 1, 2024

This is a celebration where every employee writes a personal compliment for a colleague, fostering a culture of appreciation and connection throughout the company. Over the years, I’ve shared many more ideas about Customer Service Week. Connect with Shep on LinkedIn. Celebrate your employees all year.

Customer Service 92

Customer Service Exercises Video Customers 92

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. Smart companies and brands recognize the difference in their customers – specifically their ages. This article has three simple tips on how to connect and attract young consumers.

Customer Service 85

Customer Service Retail Competitive Advantage Loyalty 85

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Most agree that loyalty programs make them feel more connected to the brand. Connect with Shep on LinkedIn.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

Customer Service 76

Customer Service Social Media Tips B2C 76

ShepHyken

APRIL 9, 2024

We asked: If you were to rate a customer experience on a scale of 1 to 5 – where 1 is bad, 2 is fair, 3 is average or satisfactory , 4 is good, and 5 is excellent – how likely are you to return to this company or brand if you rated them a 3? Connect with Shep on LinkedIn. The survey results are worth paying close attention to.

Customer Service Training 146

Customer Service Training Customers Customer Service Study 146

ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. Customer experience matters, too — particularly when it comes to return policies. In fact, £29.6

Customer Service 82

Customer Service Airlines Policies Advertising 82

ShepHyken

SEPTEMBER 30, 2024

CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day. The two are connected. If you want customers to come back, provide a great CX. What causes business growth?

Customer Service 82

Customer Service Employee Experience Customer Service Training Loyalty 82

ShepHyken

MAY 26, 2024

BONUSES Onalytica Insider: 2024 B2B Influencer Marketing Report by Onalytica (Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. Connect with Shep on LinkedIn.

Net Promoter Score 79

Net Promoter Score Ecommerce Customer Service B2B 79

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers.

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report. Connect with Shep on LinkedIn.

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

ShepHyken

APRIL 22, 2024

What Has Amazon Done to Change Customers’ Delivery Expectations? by Rhys Fisher (CX Today) In 2024, next-day deliveries may seem like a fairly standard option for most e-commerce transactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 85

Customer Service Self Service Contact Center Tips 85

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.

Customer Service 82

Customer Service Banking Retail Customer Service Training 82

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Government Employee Experience Video 85

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 71

Customer Service Loyalty Programs Contact Center Financial 71

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Connect with Shep on LinkedIn. The numbers make the case. CX doesn’t cost.

Customer Service 71

Customer Service Customer Journeys Trends Study 71

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. Connect with Shep on LinkedIn. My Comment: Read the title again! Sounds easy.

Customer Service 65

Customer Service B2B Loyalty B2C 65

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76

ShepHyken

MARCH 25, 2024

Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better.

Customer Service 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. Connect with Shep on LinkedIn.

Survey 94

Survey Customer Satisfaction Customer Service Training Customers 94

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. What’s emotion got to do with it?

Customer Service 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.

Customer Service 63

Customer Service Self Service Trends Hotels 63

ShepHyken

JANUARY 1, 2024

This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.” My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

Customer Service 61

Customer Service Social Media Loyalty B2C 61

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

ShepHyken

JULY 29, 2024

Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes. Do they feel connected to your company’s story, and are they excited to share it with others? Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Chatbots Self Service Sports 82