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. You can read the press release here.

Customer Service 69

Customer Service Loyalty Programs Entertainment Loyalty 69

ShepHyken

JUNE 17, 2024

In this article, you’ll read how some retailers are dealing with theft while not inconveniencing their customers. 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 85

Customer Service Retail Competitive Advantage Loyalty 85

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 76

Customer Service Customer Centricity Entertainment Airlines 76

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. This article gives us 20 ideas to choose from.

Net Promoter Score 79

Net Promoter Score Ecommerce Customer Service B2B 79

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

SEPTEMBER 22, 2024

BONUS Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper (Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Banking Retail Customer Service Training 82

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 Loyalty 71

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

JUNE 30, 2024

Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

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. The next step is loyal repeat business.

Customer Service 85

Customer Service Government Employee Experience Video 85

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.” The numbers make the case. CX doesn’t cost. We must keep up, or we’ll be playing catch up.

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. This figure is up 19% ($600 billion) from the company’s projections last year.

Customer Service 65

Customer Service B2B Loyalty B2C 65

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

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

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 Tips Contact Center 85

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

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

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

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

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

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.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 63

Customer Service B2C B2B Travel 63

ShepHyken

FEBRUARY 12, 2024

My Comment: This article is from Social Media Examiner, which puts on the Social Media Marketing World conference in San Diego, CA (Feb 18-20, 2024). They asked Dan Gingiss to share some of his customer experience wisdom. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

ShepHyken

OCTOBER 6, 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 Loyalty Programs Loyalty Rewards Programs 79

ShepHyken

OCTOBER 13, 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 Trends User Experience Customer Service Training 69

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Gen Zers are much less likely to trust organizations than Baby Boomers.

Customer Service 61

Customer Service Retail Consumers Metrics 61

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. Once time is gone, you can’t get it back. Connect with Shep on LinkedIn.

Customer Experience 79

Customer Experience Customer Service Training Meeting Customers 79

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 85

Self Service Loyalty Programs Customer Service Airlines 85

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Gen Zers are much less likely to trust organizations than Baby Boomers.

Customer Service 58

Customer Service Retail Consumers Metrics 58

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 85

Self Service Customer Service Loyalty Programs Travel 85

ShepHyken

JULY 29, 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 82

Customer Service Chatbots Self Service Sports 82

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 82

Customer Service Customer Journeys Customer Service Training Measurement 82

ShepHyken

SEPTEMBER 1, 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 73

Customer Service Retail Customer Centricity Trends 73

ShepHyken

AUGUST 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.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

ShepHyken

FEBRUARY 27, 2024

Furthermore, almost one in five (19%) of customers stopped doing business with a company or brand because its satisfaction surveys were too long. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Survey 94

Survey Customer Satisfaction Customer Service Training Customers 94

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

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 87

Customer Service Government B2B B2C 87