ShepHyken

JANUARY 30, 2017

Digital Customers Less Loyal by Tanya Gazdik. Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

MAY 1, 2017

My Comment: When an author tells me that I’m about to read an article that is going to give me a lesson (or three) from icons in the customer service world (such as Nordstrom and Zappos), I take notice, and you should, too. In-store shopping lives on, but technology will dramatically change what it looks like.

2017 86

2017 Article Customer Service Social Media 86

ShepHyken

AUGUST 14, 2017

How to Justify the Importance of Customer Experience by Nitish Gautam. It’s not to build an excellent product using the latest innovative technologies. The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Retail 83

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

OCTOBER 30, 2017

The Most Important Voice In Customer Service by Murph Krajewski. Forbes) As a business owner or leader in a customer service organization, you can spend countless hours (and dollars) on refining your processes and technology. My Comment: Most would think that the most important voice in customer service is the customers.

2017 24

2017 Article Social Media Customer Service 24

Customer Bliss

APRIL 12, 2019

In order to lead the customer-focused work, Monica explains that within her first 6 months on the job, she set up the initial work to be done in 3 stages. Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

ShepHyken

OCTOBER 16, 2017

They are with your customers every day, and they may know more about them that just about anyone else in your company. 91% of Top Companies Use AI to Boost Customer Service, Improve Branding by Alison DeNisco Rayome. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author.

2017 79

2017 Article Customer Service ROI 79

ShepHyken

MARCH 6, 2017

How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

NOVEMBER 6, 2017

And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

2017 86

2017 Article Customer Service Customer Service Training 86

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

2016 128

2016 Article Customer Service 2017 128

ShepHyken

MARCH 20, 2017

My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Why personalization is key for retail customer experiences by Jim Dicso. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The future is now! Follow on Twitter: @Hyken.

2017 74

2017 Article Customer Service Retail 74

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Gear your efforts towards meeting customer expectations You need an intimate knowledge of what customers expect from talking to your company.

Culture 55

Culture Customer Focused 2017 Effort Score 55

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 29

2017 Article Customer Service Loyalty Programs 29

ShepHyken

NOVEMBER 20, 2017

(Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. Great article.

2017 38

2017 Article Customer Service Competitive Advantage 38

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. For information contact or www.hyken.com.

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

2017 66

2017 Article Customer Service Net Promoter Score 66

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. So what is the secret?

2017 137

2017 Customer Centricity Sales Books 137

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. One of the key growth drivers for the Internet of Things will be smart homes.

2017 74

2017 Article Customer Service Social Media 74

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. They interviewed Jovahn Begeron and Rob Siefker about how Zappos runs their customer service. And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating.

2016 110

2016 Article Social Media Customer Service 110

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

2017 40

2017 Customer Journey Mapping Automotive Consulting 40

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics.

Metrics 40

Metrics Customer Focused Call Center Download 40

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

Article 54

Article Net Promoter Score 2017 Customer Service 54

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers. Follow on Twitter: @Hyken.

2018 98

2018 Article Customer Service Social Media 98

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 101

2020 Article Customer Service Books 101

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 54

Article Customer Service 2017 Loyalty Programs 54

ShepHyken

SEPTEMBER 28, 2020

Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. For information on The Customer Focus customer service training pr.

2020 81

2020 Article Customer Service Culture 81

ShepHyken

SEPTEMBER 7, 2018

Accept that you may be reviewed by the customer. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

Blog 87

Blog Demo 2018 Reference 87

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

OCTOBER 18, 2021

When a customer is willing to share it, unsolicited or not, good or bad, accept it with great appreciation. However you get it, you must choose the right metrics, use the right technology, and more. You still want to measure the current behavior of the customer. It’s what happened “yesterday.” Follow on Twitter: @Hyken.

Article 93

Article 2021 Customer Service Airlines 93

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Become more customer-focused. To mitigate reputational risk in banking, you must deliver consistently excellent customer experiences, too. Make next-level service and support an investment priority.

Banking 94

Banking Management 2012 Social Media 94

Customer Guru

MARCH 1, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. I started getting more invested in the Customer Experience arena seven-eight years back.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

ReviewTrackers

APRIL 2, 2019

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Become more customer-focused. To mitigate reputational risk in banking, you must deliver consistently excellent customer experiences, too. Make next-level service and support an investment priority.

Banking 90

Banking Management 2012 Social Media 90

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40