ShepHyken

DECEMBER 1, 2024

Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones. Connect with Shep on LinkedIn.

Customer Journeys 81

Customer Journeys Customer Service Trends Social Media 81

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 152

Customer Service Training Customers Customer Service Study 152

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 88

Customer Service Employee Experience Customer Service Training Loyalty 88

ShepHyken

NOVEMBER 11, 2024

In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. One of the Big Retail CX Trends of 2024? However, customer experience goes far beyond need fulfillment.

Customer Service 73

Customer Service Survey Tips Retail 73

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 91

Customer Service Government Employee Experience Video 91

ShepHyken

OCTOBER 20, 2024

If you want customers to return, give them a good experience they can rely on and trust. BONUS Why GenAI Is Key To Personalized Customer Experiences (And How Marketers Can Start Using It) by Ab Gaur (Forbes) In 2024, personalization is the marketing strategy. Connect with Shep on LinkedIn.

Customer Service 81

Customer Service Customer Centricity Entertainment Airlines 81

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 88

Customer Service Retail Customer Retention Loyalty 88

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 85

Net Promoter Score Ecommerce Customer Service B2B 85

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 93

Customer Service ROI Return on Investment Customer Journeys 93

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 75

Customer Service Loyalty Programs Contact Center Loyalty 75

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 91

Customer Service Self Service Tips Contact Center 91

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 88

Customer Service Banking Retail Customer Service Training 88

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 70

Customer Service B2B Loyalty B2C 70

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 75

Customer Service Customer Journeys Trends Study 75

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 68

Customer Service Social Media Tips B2C 68

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 85

Customer Service Social Media B2B Chatbots 85

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 88

Hotels Loyalty Programs Customer Service Hospitality 88

ShepHyken

NOVEMBER 3, 2024

Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow. Connect with Shep on LinkedIn.

Customer Service 73

Customer Service Loyalty Programs Entertainment Loyalty 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 70

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 70

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 100

Survey Customer Satisfaction Customer Service Training Customers 100

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 67

Customer Service Self Service Trends Hotels 67

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 65

Customer Service Social Media 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 81

Net Promoter Score Loyalty Programs Customer Service Ecommerce 81

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 75

Self Service Customer Service Social Media Ecommerce 75

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 77

Loyalty Programs Customer Service Self Service e-support 77

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 85

Customer Service Loyalty Programs Loyalty Rewards Programs 85

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

Customer Service 70

Customer Service Net Promoter Score Loyalty Programs Gamification 70

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 77

Customer Service Loyalty Customer Satisfaction Customer Service Training 77

ShepHyken

MARCH 31, 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 93

Customer Service Government B2B B2C 93

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 88

Customer Service Chatbots Self Service Sports 88

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

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 85

Customer Experience Customer Service Training Meeting Customers 85

ShepHyken

MARCH 4, 2024

The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” ‘Experiences over things’ has become the millennial’s mantra, and it’s flowing through to previous and future generations too.

Customer Service 67

Customer Service B2C B2B Travel 67

ShepHyken

AUGUST 11, 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.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

ShepHyken

MARCH 26, 2024

Perhaps it was a person who was helpful, knowledgeable, and friendly, which, by the way, are the three experiences customers say are most likely to get them to come back, according to our 2024 CX research (sponsored by RingCentral ). Connect with Shep on LinkedIn. They made your experience enjoyable and easy.

Entertainment 98

Entertainment Sports Customer Service Training Training 98

ShepHyken

JULY 7, 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 88

Customer Service Customer Journeys Customer Service Training Measurement 88

ShepHyken

SEPTEMBER 15, 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.

Self Service 91

Self Service Loyalty Programs Customer Service Airlines 91