ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. What Has Amazon Done to Change Customers’ Delivery Expectations? Connect with Shep on LinkedIn.

Customer Service 85

Customer Service Self Service Contact Center Tips 85

ShepHyken

FEBRUARY 12, 2024

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. Our customer service and CX research confirm this. Comparing generations, 48% of Gen Z embrace self-service options versus just 18% of Boomers.

Self Service 71

Self Service Customer Service Social Media Ecommerce 71

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. Loyalty and self-service round out the four. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

ShepHyken

JULY 29, 2024

However, 26% of consumers also say they won’t do business with a company that doesn’t offer self-service options, which may or may not include chatbots. This article includes some interesting findings that are specific to chatbots managing the customer’s service needs. Connect with Shep on LinkedIn.

Customer Service 82

Customer Service Chatbots Self Service Sports 82

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. Product quality is important – and so is the customer service and experience that goes along with it! Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Self Service Trends Hotels 63

ShepHyken

MARCH 10, 2024

But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy. My Comment: A self-service experience falls under at least two categories. The second category is the company’s conscious decision to empower the customer to create their own buying experience.

Self Service 82

Self Service Customer Service Airlines Touchpoint 82

ShepHyken

NOVEMBER 6, 2023

When a customer is upset and calls customer support, the problem happens long before the customer decides to contact the customer. My Comment: Self-service is great until it doesn’t work. How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024.

Self Service 71

Self Service Customer Service Contact Center Social Media 71

ShepHyken

JANUARY 19, 2025

But, so far, customers dont see it that way. A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service. I love hearing that from Five9. Connect with Shep on LinkedIn.

Customer Service 69

Customer Service Government Self Service Contact Center 69