ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: If you have a loyalty program, this article is for you. Here are my top five picks from last week.

Customer Service 85

Customer Service Self Service Loyalty Programs Customer Service Training 85

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

eglobalis

NOVEMBER 12, 2024

This article delves into eleven actionable strategies that leaders can implement to weave CX deeply into their service delivery approach. Invest in Team Training Focused on Client Engagement Technical skills can only go so far; true client satisfaction often hinges on the quality of interactions with the team.

Customer Centricity 388

Customer Centricity Strategy B2B Feedback 388

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In addition, the article shares five benefits of implementing a customer experience improvement program. What is a CX improvement program?

Customer Service 69

Customer Service Trends User Experience Customer Service Training 69

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 82

Customer Service Chatbots Self Service Sports 82

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. Essentially, this looks at all the pieces of the customer experience puzzle that extend around and beyond the human-to-human interactions that take place. That’s why we love this article from Salesforce.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

InMoment XI

MAY 18, 2017

Voice input and connected devices are changing how people interact with software and each other, altering our notions of UX Design. View Article If you grew up watching Star Trek you saw Captain Kirk speaking directly to his ship. Not only did he give the ship commands, but the ship would speak back. While at the time.

User Experience 286

User Experience Interaction Software Connections 286

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 428

B2B Culture Innovation Loyalty 428

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. In this short article, she covers five ways companies inconvenience their customers and what to do about it. I love that!)

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Actually, it’s more than an article, it’s an entire magazine devoted to CX. Enjoy almost 56 pages of articles, opinions, and interviews.

Customer Service 73

Customer Service Retail Customer Centricity Trends 73

CSM Magazine

OCTOBER 15, 2024

In this article, we’ve looked at some lessons that can be learned from this important customer-facing role. To thrive, they must develop an ability to shake off negative interactions, ensuring they don’t impact future interactions with players. The hours can be long, and inebriated or difficult customers are common.

Interaction 52

Interaction Entertainment Customer Service Representative Customer Care 52

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

NICE inContact

APRIL 16, 2019

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Alongside his multi-talented work on the stage, screen and radio, Fry cultivated a career as an author, contributing columns and articles for newspapers and magazines.

Interaction 136

Interaction Technology Contact Center Trends 136

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. See my article on the Top 14 Customer Service and CX Metrics.) This is an interesting article about NPS. Is Your Net Promoter Score Biased?

Net Promoter Score 79

Net Promoter Score Ecommerce Customer Service B2B 79

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem.

Self Service 82

Self Service Customer Service Airlines Touchpoint 82

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article has three simple tips on how to connect and attract young consumers. Here are my top five picks from last week.

Customer Service 85

Customer Service Retail Competitive Advantage Loyalty 85

The DiJulius Group

JULY 18, 2022

According to Weiner, careers involving social interaction and social skills will be most coveted and secure in our automated future. “As Read Full Article. The post 7 Traits for Effective Interactions: Social Skills = Job Security appeared first on The DiJulius Group. As powerful.

Interaction 108

Interaction Groups Company 108

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. I was drawn to this article because of its title.

Customer Service 76

Customer Service Social Media Tips B2C 76

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article emphasizes that customers may not be so quick to want to use an automated or digital system. What Kind of CX Do Customers Really Want?

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

Playvox

DECEMBER 13, 2022

Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.

Interaction 84

Interaction Contact Center How To Self Service 84

eglobalis

OCTOBER 30, 2024

This article explores how AI is reshaping the employee experience and its subsequent impact on customer experience. A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships.

Employee Experience 369

Employee Experience Customer Experience Employee Engagement Telecommunications 369

Totango

MAY 15, 2024

This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. “AI may not replace me, but AI will definitely change the way I work.”

Interaction 106

Interaction Customer Success Conference Industry 106

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Loyalty Programs 73

Loyalty Programs Customer Service Self Service e-support 73

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

Customer Service 85

Customer Service Government Trends Contact Center 85

Help Scout

AUGUST 22, 2023

Take a look at a few examples of how tone can impede your customer support interactions. Read the full article

Interaction 80

Interaction Examples Customers 80

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. I was drawn to this article because of its title.

Customer Service 66

Customer Service Social Media Tips B2C 66

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Hotels 82

Hotels Loyalty Programs Customer Service Hospitality 82

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Interaction 62

Interaction Call Recording Management Customer Experience 62

CSM Magazine

APRIL 19, 2024

In this article, we will delve into all the different aspects of CX software and its importance in boosting interaction. Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty.

Interaction 59

Interaction Software Engagement Net Promoter Score 59

InMoment XI

SEPTEMBER 24, 2019

View Article. Addressing Systemic Issues and Using NLP Analytics with Unsolicited Feedback to Eliminate Failure Demand ahm has one of the most sophisticated voice of the customer programs in Australia and is always looking.

Interaction 199

Interaction NPS Insurance Analytics 199

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article opens with a reference to a Harvard Business Review article titled Stop Trying to Delight Your Customers.

Customer Service 96

Customer Service Retail Interaction Hospitality 96

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article explains the role is “transitionary,” however I believe that there is no destination. This excellent article is written by a Ph.D.

Customer Service 151

Customer Service Chief Customer Officer Contact Center Customer Service Training 151

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Customer Service 135

Customer Service Effort Score e-support Chatbots 135

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

Customer Service 65

Customer Service Net Promoter Score Loyalty Programs Gamification 65

GetFeedback

MAY 13, 2021

How CX leaders embark on the journey of asking, listening, and acting on customer insights.

Interaction 317

Interaction Survey Customer Insights Customers 317

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As strong a case as this article makes for the digital-first options, it still supports the notion of reaching a live agent when necessary.

Customer Service 132

Customer Service Self Service Retail Entertainment 132

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) consumers.

Customer Service 63

Customer Service B2C B2B Travel 63