Ann Michaels and Associates

JULY 26, 2024

Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

Loyalty 52

Loyalty Net Promoter Score Customer Journeys Social Media 52

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Redesign current processes and services.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Customer expectations have never been higher.

Customer Service 73

Customer Service Retail Customer Centricity Trends 73

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

InteractionMetrics

AUGUST 14, 2024

Before making any recommendations, a customer service consultant will first take the time to understand your business goals and observe real customer service interactions to understand what your customers expect and what they’re receiving. What’s the Customer Service Consulting Process Like?

Consulting 52

Consulting Customer Service Company Call Recording 52

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 82

Customer Service Net Promoter Score Chatbots NPS 82

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. 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

Comm100

AUGUST 29, 2021

Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. Empathetic.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Customer expectations have changed (as in increased). Here are my top five picks from last week.

Customer Service 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. Here, you will find compelling reasons to survey your customers, tips on how to do it well, and some resources to help. Surveys should be part of your customer experience strategy.

Self Service 71

Self Service Customer Service Contact Center Loyalty 71

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 238

Customer Experience Strategy How To Effort Score 238

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. It’s the same in business.

Customer Service 101

Customer Service Self Service B2B Retail 101

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Customer Service 135

Customer Service Effort Score e-support Chatbots 135

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights.

Infographics 84

Infographics Customer Service Social Media Tips 84

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. by Teresa Allen.

Customer Service 111

Customer Service Advertising Strategy Customer Service Training 111

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 101

Customer Service Touchpoint Customer Centricity Customer Service Training 101

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Guide to Revenue Generation by Gladly. My Comment: Want to meet – and even exceed – your customers’ expectations? Here are my top five picks from last week.

Customer Service 96

Customer Service Employee Experience Touchpoint Customer Centricity 96

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. It is the process of defining, communicating, and managing the anticipated outcomes or standards that individuals or groups expect from themselves, others, or specific situations. Connect with Shep on LinkedIn.

Customer Service 63

Customer Service Chatbots Trends Customer Satisfaction 63

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. Follow on Twitter: @Hyken.

Customer Service 73

Customer Service B2C B2B Guest Experience 73

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Net Promoter Score 69

Net Promoter Score Customer Service Hospitality Hotels 69

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? by Beverley Stag.

Customer Service 93

Customer Service Customer Retention Feedback Customer Centricity 93

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) Here are my top five picks from last week.

Customer Service 96

Customer Service Retail Interaction Hospitality 96

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Customer Retention Tips Brands 85

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Here are my top five picks from last week.

Customer Service 121

Customer Service Leadership Ecommerce Culture 121

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors.

Loyalty Programs 66

Loyalty Programs Customer Service Infographics Chatbots 66

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Seriously, it is a good look into what customers expect and want from the companies they do business with.

Self Service 109

Self Service Customer Service CRM Infographics 109

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 90

Customer Service Retail Competitive Advantage Tips 90

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. 2017 Customer Service Expectations Survey by Gladly.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Journeys 69

Customer Journeys Customer Service Retail Touchpoint 69

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. More than ever, it’s important to not just get new customers, but keep the customers you have.

Customer Service 106

Customer Service Hospitality Hotels Loyalty 106

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 66

Customer Service Loyalty Programs Loyalty Competitive Advantage 66

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency.

Customer Journeys 98

Customer Journeys Customer Service Sports eBook 98