ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. What are CX leaders now focused on?

2020 76

2020 Article Customer Service Culture 76

ShepHyken

SEPTEMBER 7, 2020

As it applies to customer experience, it’s about a “big picture” that helps to interpret data that helps you come with a plan to enhance your customer’s experience. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. by Steve Williamson.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

JANUARY 6, 2020

This excellent article from the good people at CCW, who put on several amazing conferences for the customer support world cover eight strategies in the contact center. That said, ROX can apply to any part of the customer experience. 6 Ways to Upgrade Your Customer Experience in 2020 by Gene Hammett.

2020 104

2020 Article Customer Service Contact Center 104

ShepHyken

APRIL 27, 2020

” Top 10 Digital Customer Experience Trends to Look Out For in 2020 by David Gasparyan. CustomerThink) While product differentiation and marketing strategies are important, companies that focus on customer experience are poised to win in the long run. Here are five ways to help you get customer-focused.

2020 83

2020 Article Customer Service Government 83

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 62

2020 Article Customer Service Books 62

ShepHyken

AUGUST 24, 2020

(Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, loyalty, brand reputation, preventive assistance, and even generation of revenue streams. Follow on Twitter: @Hyken.

Article 84

Article 2020 Customer Service Contact Center 84

ShepHyken

OCTOBER 5, 2020

Customer Service Week is October 5-9: Learn 5 Ways to Celebrate Your Virtual Agents When They Need it Most (Thanks, 2020) by Veronica Krieg. Sharpen Technologies) 2020 didn’t cancel National Customer Service Week. My Comment: Customer service week starts today, October 5, 2020!

2020 66

2020 Article Customer Service Virtual Agent 66

ShepHyken

JUNE 1, 2020

3 Customer Service Lessons from Pella Corporation by Elena Constantinescu. Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. Improving Customer Experience By Creating An Omnichannel Experience by Cameron Weeks. Follow on Twitter: @Hyken.

Article 68

Article 2020 Customer Service Call Center 68

ShepHyken

NOVEMBER 23, 2020

4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. Follow on Twitter: @Hyken.

Article 85

Article 2020 Customer Service Net Promoter Score 85

ShepHyken

JUNE 22, 2020

Here are some tips on how to make your digital experience better for your customers. It’s how customers are using technology to connect with you. Customers expect an easy, frictionless experience. 150 Customer Experience Quotes To Inspire Entrepreneurs by Rajat Chawla. This goes far beyond your website.

Article 56

Article 2020 Customer Service Retail 56

ShepHyken

JULY 6, 2020

(Eglobalis) As we move forward into an increasingly competitive technology market, how can we continue to differentiate? He understands how to take a complex process and simplify it for the customer. This article showcases six ways to create simplicity and make the experience easier, especially when it comes to implementing technology.

Article 66

Article 2020 Customer Service Healthcare 66

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

2021 170

2021 Customer Relationship Management Customer Service Training 2020 170

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. My Comment: 2020 is behind us, but the lessons we learned, as a result, should not be forgotten.

2021 97

2021 Article Customer Service 2009 97

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. It’s focused on the digital service transformation.

Article 102

Article 2019 Customer Service Hotels 102

ShepHyken

MARCH 3, 2019

(Relay) As we near the landmark year of 2020, the answers to once easy support questions are not as clear. My Comment: The Internet of Things (IoT) is positively impacting the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2019 95

2019 Article Customer Service Omnichannel 95

ShepHyken

AUGUST 27, 2018

Top 5 Customer Experience (CX) Predictions for 2020 by Sonali Datta. MarTech Advisor) By 2020, digital technologies like AI, biometrics, machine and deep learning and robotic automation will revolutionize the way consumers interact with organizations and brands. Follow on Twitter: @Hyken.

2018 59

2018 Article Customer Service 2020 59

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. Follow on Twitter: @Hyken.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

NOVEMBER 12, 2018

7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. Starting Monday, 14 stores in Dallas will have scan-and-go technology built in the company’s mobile app, so customers can scan and pay for items on their phones.

2018 91

2018 Article Customer Service 2019 91

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. In keeping with that objective, let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends.

2020 26

2020 Article Customer Service Customer Retention 26

ShepHyken

APRIL 30, 2018

16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands. Follow on Twitter: @Hyken.

Article 82

Article 2018 Net Promoter Score Customer Service 82

ShepHyken

MARCH 15, 2017

So, how could this technology make physical stores less relevant? Forrester predicts that by the year 2020, just three years from now, online sales will exceed $523 billion! Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. You can’t try it on either.

Retail 94

Retail Banking Customer Service Training 2020 94

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. AI-augmented customer service promises attractive efficiency gains, and have generated widespread attention.

2017 83

2017 Article Customer Service Social Media 83

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

MARCH 20, 2023

It will take time for consumers to become comfortable enough with the technology that it can completely replace humans, if ever. And now there are new companies sprouting up that are using the ChatGPT platform for customer service. Go to The Customer Focus™ to learn more about our customer service training programs.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

ShepHyken

AUGUST 31, 2020

(Who’s On) Here, we explore how the nature of telephone customer service has changed. Yes, there are many other ways (channels) that customers can reach out to a company, but the original customer service technology that has been used for decades still has life and a lot of it.

Article 107

Article 2020 Customer Service Social Media 107

ShepHyken

FEBRUARY 3, 2020

Each week I read a number of customer service and customer experience articles from various resources. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. Leveraging Tech To Improve Customer Experience: 11 Smart Techniques by Expert Panel. Here are my top five picks from last week.

Article 117

Article 2020 Customer Service Entertainment 117

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Books Magazine 59

ShepHyken

MARCH 8, 2021

Automation and technology can play an important role in that strategy. 16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Here are 16 members of the Forbes Coaches Council sharing their tips on how to motivate and engage employees to create a better experience for customers.

2021 140

2021 Article Customer Service Airlines 140

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Books Magazine 52

ShepHyken

SEPTEMBER 25, 2017

Elon Musk is a role model in many areas, and now you can add customer service to the list. Customer Experience Is The Product by Vala Afshar. Huffington Post) The number of connected devices on the Internet will exceed 50 billion by 2020, this according to Cisco. For information contact (314)692-2200 or www.hyken.com.

2017 74

2017 Article Customer Service Social Media 74

ShepHyken

OCTOBER 7, 2019

(Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. We Still Need To Deliver On The Human Factor In Customer Service by Ryan Hollenbeck. Follow on Twitter: @Hyken.

Article 113

Article 2019 Customer Service Customer Centricity 113

ShepHyken

DECEMBER 2, 2019

This is a wonderful list of simple things you can do to create a customer-focused culture, and that starts with the way employees are treated. If you’ve been following my work, you know that one of my favorite sayings is, “What is happening on the inside of the organization is felt on the outside by the customer.”.

2019 20

2019 Article Customer Service Culture 20

ShepHyken

MAY 11, 2020

It is firmly engaged in the broader technology sector, particularly since the launch of Amazon Web Services – AWS – in 2004 which has now grown into the world’s leader in on-demand cloud computing, and a big contributor to the company’s revenues and profits. Happy employees are your customer experience secret weapon by LogMeIn.

Article 60

Article 2020 Customer Service 2004 60

ShepHyken

JULY 23, 2018

It’s called geolocation, and businesses are using it to give their customers personalized offers. Very cool technology that’s starting to catch on. Why reducing customer friction is the new customer loyalty by Jeremy Goldman. (TNW) Why empowered marketers will own the customer experience by 2020 by Andy Berry.

Article 69

Article 2018 Customer Service Banking 69