ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line. 16Best) We all know how marketing can enhance sales.

2018 48

2018 Article Customer Service Retail 48

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

2018 39

2018 Article Customer Service Social Media 39

ShepHyken

FEBRUARY 5, 2018

New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX

2018 15

2018 Article Customer Service B2C 15

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. Follow on Twitter: @Hyken.

Article 0

Article 2018 Customer Service Banking 0

ShepHyken

AUGUST 13, 2018

Traditionally customers called. Your customers expect it, so don’t fight it. Here are eight ways you can thank your best customers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Now they like to text. Follow on Twitter: @Hyken.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

AUGUST 20, 2018

Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis. Forbes) Businesses must now understand customer expectations as they continue to rise as a function of customer relationships with technology. Follow on Twitter: @Hyken.

Article 69

Article 2018 Customer Service B2B 69

ShepHyken

JUNE 4, 2018

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. The post 5 Top Customer Service Articles For the Week of June 4, 2018 appeared first on Shep Hyken.

Article 77

Article 2018 Customer Service Airlines 77

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. billion market of 2018.

Article 153

Article 2021 Customer Service 2026 153

ShepHyken

AUGUST 6, 2018

Christopher Elliott is a consumer advocate and is suggesting to his readers that they embrace social media for customer service. And, that means the brand needs to be prepared and monitor social channels to provide the level of service that their customers expect. Follow on Twitter: @Hyken.

Article 67

Article Customer Service Social Media 2018 67

Oracle

MARCH 21, 2018

Because of the speed customer experience (CX) is moving, executives leading the charge often have mixed up perceptions about their own proficiencies and how prepared they are to face the future. Rapidly changing data and smarter technology keeps changing what customers expect from brands.

Customer Experience 101

Customer Experience 2018 Customer Expectations Insights 101

One Millimeter Mindset

NOVEMBER 28, 2018

Now through November 27, 2018. And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Yet everyone will tell you they are working on behalf of the customer.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

Eptica

FEBRUARY 19, 2019

How do you get the word always to be part of your customers’ description of you? Customers expect, at the very least, to be treated with courtesy and professionalism. Respect your customers’ time. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Loyalty 109

Loyalty 2019 Customers 2018 109

ChurnZero

JANUARY 8, 2021

Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software. Jason Baldree, (First) Chief Customer Officer, Alida. She has a proven record implementing customer-focused retention and growth strategies for cloud-based global tech companies.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Confirmit

NOVEMBER 16, 2020

Cromwell established a multi-touchpoint VoC program to better understand customer expectations. Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints. Empire Today runs a comprehensive VoC program to gauge overall customer engagement.

2020 52

2020 Insurance 2019 Touchpoint 52

ShepHyken

AUGUST 20, 2018

I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it.

Books 83

Books Banking Magazine 2018 83

ProProfs Chat

DECEMBER 23, 2019

Otherwise, even with the most well-intentioned marketing initiatives, customers are bound to counteract with their perceptions of the brand. Looking at the example to get more clarity on the concept: Example: Facebook’s strong brand perception hit a rough patch in 2018. Now, wouldn’t you call this a customer centric strategy ?

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

West Monroe

JUNE 8, 2018

West Monroe attended the 2018 CS Week conference hosted in Tampa earlier this month. CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally.

Loyalty 40

Loyalty Retail 2018 Airlines 40

Horizon CX

DECEMBER 19, 2018

One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A. This begins by hiring the right people that fit a customer-focused culture. Letting customers order from the lunch menu at breakfast time. Share a Smile. Speak Enthusiastically.

Customer Experience 56

Customer Experience Innovation 2018 Customers 56

Comm100

MARCH 1, 2018

The EConsultancy report that we disscussed earlier makes it clear that over 71% of online customers expect rapid assistance. Customers can happily get on with other things, and just wait for the ‘ping’ that indicates they have a response. Free Download] Live Chat Benchmark Report 2018. Let us know in the comments below.

2018 59

2018 Contact Center E Commerce E-support 59

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Thunderhead

JUNE 14, 2018

‘Fundamental’ journeys might include the onboarding of new customers, opening new accounts, updating account details, or seeking moving, bill explanation or payment information. And naturally, customers expect us to be very, very good at enabling these.

Engagement 40

Engagement Touchpoint 2018 Customer Satisfaction 40

ProProfs Chat

MAY 6, 2020

Takeaway: To train your customer support reps, upgrade your services at the contact center, or even overhaul the complete support process. This will help your business keep customers delighted with your services because they’ll guarantee consistent services that most of your customers expect. Source: Fuqua ) Tweet this.

2020 66

2020 Customer Experience E Commerce E-support 66

Wootric

JUNE 13, 2019

But, when it comes down to it, you still aren’t exactly sure if your efforts are paying off for the customer—or for your business. Don’t worry, you’re not alone: According to a 2018 report from CustomerThink , only 30% of brands report experiencing enhanced differentiation or any other tangible benefit from their CX-related initiatives.

Customer Experience 69

Customer Experience CEM Communication B2B 69

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. on 30 Aug 2018. Discover the best tools to improve your customer experience. And while customers expect you to put an increasing focus on customer experience (CX), those tools can definitely help — as long as you choose the right ones.

Technology 40

Technology Customer Experience Consulting Customers 40

ShepHyken

DECEMBER 17, 2018

Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio. CustomerThink) As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year.

2018 85

2018 Article Customer Service 2019 85

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to: ?

2007 77

2007 Books 2018 Customer Centricity 77

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater.

2017 45

2017 2018 Chief Customer Officer CEM 45

Micah Solomon

OCTOBER 26, 2018

You also need to develop and nurture employees—talent, something that needs to be systematically done to develop and sustain a great customer-focused organization. Modernize your customer support response timetables. More from me on talent management here.).

Customer Service 49

Customer Service Hospitality Consulting Customer Service Training 49