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

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. Buyers/procurement professionals are still consumers at some level.

Customer Service 65

Customer Service B2B Loyalty B2C 65

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

Customer Service 85

Customer Service Government Employee Experience Video 85

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. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

Customer Service 63

Customer Service Self Service Trends Hotels 63

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 is great information for anyone who has a customer support department. Louis Magazine (St.

Customer Service 65

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 65

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI.

Customer Service 61

Customer Service Social Media Loyalty B2C 61

ShepHyken

OCTOBER 27, 2024

Sounds like a great strategy for all types of customers. Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Social Media B2B Chatbots 79

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. My Comment: As costs go up, we must charge customers.

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76

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 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 63

Customer Service B2C B2B Travel 63

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 61

Customer Service Retail Consumers Metrics 61

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Customer Service 58

Customer Service Retail Consumers Metrics 58

ShepHyken

JULY 29, 2024

Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.

Customer Service 82

Customer Service Chatbots Self Service Sports 82

ShepHyken

OCTOBER 6, 2024

Here’s How to Catch Up by Roger Williams (The Drum) According to Marigold’s new Relationship Marketing Trends: Brand Rankings Report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the past year. That’s almost four of ten customers! Brand Loyalty Is Lagging.

Customer Service 79

Customer Service Loyalty Programs Loyalty Rewards Programs 79

ShepHyken

OCTOBER 13, 2024

It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” How Customer Marketing Helps You Maintain an Audience by Shopify Staff (Shopify) Customer marketing allows you to attract and retain satisfied customers over the long haul, tailoring ads to each stage of their buyer journey.

Customer Service 69

Customer Service Trends User Experience Customer Service Training 69

ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. They asked Dan Gingiss to share some of his customer experience wisdom.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

ShepHyken

AUGUST 11, 2024

Why Citizen Experience Matters as Much as Customer Experience by Tom Brannen (No Jitter) The gap between what we experience as a private-sector customer compared to what we experience as citizens is only getting bigger. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

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? There were five possible answers: Never, Not Likely, Not Sure, Likely, and Very Likely.

Customer Service Training 146

Customer Service Training Customers Customer Service Study 146

ShepHyken

SEPTEMBER 1, 2024

Building Hyper-Personalized Customer Experience in Digital: Time to Take Things Personally? by Kautilya Prasad (HackerNoon) The integration of artificial intelligence (AI) into customer experience (CX) strategies is transforming the way businesses interact with consumers. Customer expectations have never been higher.

Customer Service 73

Customer Service Retail Customer Centricity Trends 73

ShepHyken

JUNE 2, 2024

Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customer service and experience. The product is only part of what customers buy; they also buy the experience and associated lifestyle that comes with their purchase. The example they use is simple.

Customer Service 82

Customer Service Net Promoter Score Chatbots NPS 82

ShepHyken

JUNE 23, 2024

My Comment: Let’s start this week’s Top Five Roundup with an article from the Wall Street Journal that indicates customer experience has hit a new low. Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. The average score has dropped to the lowest it’s been since 2016.

Customer Service 69

Customer Service Loyalty Programs Chatbots Loyalty 69

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. Here are my top five picks from last week.

Customer Service 85

Customer Service Government Trends Contact Center 85

ShepHyken

MARCH 31, 2024

10x Improvement in Customer Experience by Jaimie Boyd, Gretchen Brainard, NSN Murty, Joe Mariani & Pankaj Kamleshkumar Kishnani (Delloite) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience.

Customer Service 87

Customer Service Government B2B B2C 87

ShepHyken

MARCH 10, 2024

by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

Self Service 82

Self Service Customer Service Airlines Touchpoint 82

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. They are improving the customer (citizen) experience.

Customer Service 82

Customer Service Government B2B B2C 82

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

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 63

Customer Service Chatbots Trends Customer Satisfaction 63

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.” There are some shards of light.

Self Service 71

Self Service Customer Service Contact Center Loyalty 71

ShepHyken

JUNE 9, 2024

Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 82

Customer Service Sports Travel Loyalty 82

ShepHyken

AUGUST 18, 2024

This past week, President Biden’s administration introduced the “ Time is Money ” initiative to help eliminate “tricks” that some companies are using that result in wasting customers’ time and money. At face value, this looks like it’s good for consumers. Connect with Shep on LinkedIn.

Loyalty Programs 73

Loyalty Programs Customer Service Loyalty Retail 73