ShepHyken

JANUARY 31, 2022

(TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. Thank you, Engati!

2022 66

2022 Article Customer Service Contact Center 66

ShepHyken

SEPTEMBER 19, 2022

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. This article will look at the ways brands focus on these four elements to enhance customer loyalty. The list goes on.

Article 66

Article 2022 Loyalty Programs Customer Service 66

ShepHyken

JUNE 13, 2022

In 2009 only 18% of the value of the top 100 brands was in subscriptions. Customer Experience Is Getting Worse by Katie Deighton. The Wall Street Journal) The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022. This grew to 29% by 2018.

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2022 Article Customer Service Magazine 71

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Article 75

Article 2022 Customer Service B2C 75

ShepHyken

JANUARY 24, 2022

To put it in the author’s words, “It’s a top-down, company-wide philosophy and responsibility…” There are several good ideas for you to consider if you want to be “truly customer-centric.”. Why Retailers’ Data Privacy Policies are the New Customer Experience by Jesse Redniss. And if you’re not in retail, it still 100% applies.

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2022 Article Customer Service Magazine 71

ShepHyken

JUNE 6, 2022

Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience. What Makes Good Customer Service? This is one of the keys to their success.

Article 71

Article 2022 Customer Service Loyalty Programs 71

ShepHyken

MARCH 14, 2022

The New Reality of Loyalty: Consumers Want Brands To Earn It by PRNewsWire. MarTech Cube) Amid ever-rising consumer expectations, supply chain disruptions, and less access to third-party data, Yotpo’s annual State of Brand Loyalty survey reveals just how hard brands have to work to earn loyalty that drives positive business outcomes.

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Article 2022 Customer Service Call Center 75

ShepHyken

DECEMBER 5, 2022

But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life. 3 Ways to Build Fierce Brand Loyalty by Sue Bevan Baggott and Jennifer Scheehle. Fast Company) In the past year, 47.8

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2022 Article Customer Service Hospitality 75

ShepHyken

JULY 4, 2022

The most successful relationships in business are when your customers view you as a partner versus a vendor. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Article 75

Article 2022 Customer Service Loyalty Programs 75

SurveyGizmo

JANUARY 3, 2023

2022 was a difficult year for customer experience (CX). Forrester reports that “US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020.” We need to improve on 2022. in 2022 on our 100-point scale.”. And consumers felt it. For example, one point could mean $22.5B

2023 52

2023 2022 NPS 2021 52

InMoment XI

OCTOBER 8, 2024

What is A Customer Experience Improvement Program? A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. Customers will become loyal to your brand after a varying number of positive experiences.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ShepHyken

SEPTEMBER 5, 2022

(CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. How has the ongoing digital evolution impacted how customers view patience today? It’s that simple. Close enough!).

Article 71

Article Net Promoter Score 2022 Customer Service 71

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team. Follow on Twitter: @Hyken.

Article 66

Article 2022 Customer Service Sports 66

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Power 2022 North America Airline Satisfaction Study. What makes a consumer tick?

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2022 Article Customer Service Net Promoter Score 66

ShepHyken

APRIL 25, 2022

ContactCentres) The pandemic had a significant impact on how we engage with brands, with nationwide lockdowns prohibiting face-to-face interactions and requiring both businesses and consumers to embrace digital alternatives. My Comment: This interesting article makes the case that a brand app is a great way to connect with your customer.

Article 66

Article 2022 Customer Service Loyalty Programs 66

ShepHyken

APRIL 18, 2022

Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a lower one too. Measure Outcomes, Not Indicators by Mike Cooper.

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Article 2022 Customer Service Customer Centricity 75

ShepHyken

MAY 9, 2022

Consider these stats from the article: 67% of customers who frequently buy from the same company say they’re not necessarily loyal to that company. And 81% of consumers who define themselves as loyal to certain brands say they’d still buy from competitors if it was cheaper or more convenient to do so. Follow on Twitter: @Hyken.

Article 71

Article 2022 Customer Service E Commerce 71

ShepHyken

JANUARY 17, 2022

This time it’s from my friend and fellow customer service expert, John DiJulius. John shares six important ways to create a company focused on customer service. He’s worked with some of the biggest brands in the world. 7 Effective Ways to Improve Your Customer Experience Strategy by Vineet Gupta.

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Article 2022 Customer Service Customer Journey Mapping 71

ShepHyken

OCTOBER 24, 2022

Why Do Customers Love Certain Brands? Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? Or is it strategic, based on an intentional focus on customer engagement? Who doesn’t want their customers to love them? by Dan Gingiss.

Article 54

Article 2022 Customer Service Retail 54

ShepHyken

MAY 2, 2022

Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong. Gallup) Over the past decade, financial services firms have positioned the customer’s experience as a way to enhance the firm’s brand promise and differentiate their firm against competitors.

Article 75

Article 2022 Customer Service Social Media 75

ShepHyken

MARCH 28, 2022

The article’s author emphasizes the need for brands and people to bring a personal/real element into the customer experience. The Apopka Voice) Your business can’t operate and grow unless you have steady and paying customers. Here are 11 ways to deliver a service experience that makes customers come back.

Article 66

Article 2022 Loyalty Programs Customer Service 66

ShepHyken

FEBRUARY 21, 2022

My Comment: There is often a gap between what a company/brand executive perceives as giving good customers service and what their customers perceive it to be. The Value Gap a New Blueprint for Customer Expectations by Quinine. Go to The Customer Focus to learn more about our customer service training programs.

Article 75

Article 2022 Customer Service 2005 75

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Optimove

SEPTEMBER 22, 2022

Some brands will start sending holiday-themed campaigns as early as the end of September (yes, that’s now!) Take five ways to boost your brand’s overall engagement throughout the holidays and way beyond: Update your drip campaigns for the holidays. to stand out from the competition. Focus on the post-purchase experience.

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2022 Multi-Channel Brands Engagement 59

ShepHyken

SEPTEMBER 14, 2022

The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. They have become educated about what good customer service looks like.

Culture 113

Culture Customer Service Poor Customer Service Leadership 113

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Two specific examples come to mind.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ShepHyken

DECEMBER 13, 2021

brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service? No surprise with any of these “rock star” brands. What Social Media Trends Will Emerge for 2022? CMSWire) 2021 was a busy year for social media platforms and 2022 is shaping up to be even busier.

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2021 Article Customer Service Social Media 85

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . They fuel the customer’s experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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2022 Customer Service Training Customers Customer Service 139

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 127

Chief Customer Officer 2022 Customer Service Training Connections 127

ShepHyken

JANUARY 2, 2023

(CustomerThink) Change encourages adjustment, after all, and retailers had a lot to adjust to in 2022. My Comment: I love learning from major brands (like Walmart and McDonald’s). This time we take a look at loyalty programs and the changes these brands made that may need to be “fixed” in the near future. Here are six big ones.

Article 66

Article 2023 E Commerce Customer Service 66

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. Two specific examples come to mind.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

Optimove

MARCH 10, 2022

Forrester and Gartner are deep into explaining and dissecting this industry, and estimations for how much companies will be spending on Digital Transformation (DX) in 2022 is closing in on 2 trillion. It’s especially true when this client is a telecommunications brand. And to be more precise: the customer data. Yes, with a T.

Brands 52

Brands Telecommunications 2022 Call Center 52

ShepHyken

NOVEMBER 29, 2021

Here are several excellent ideas on how to ensure you don’t lose a loyal customer, even when there is a problem or complaint. 5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

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2021 Article Customer Service Retail 93

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. My Comment: Are you ready for 2022, at least for your CX strategy?

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2021 Article Customer Service 2022 75

ShepHyken

NOVEMBER 7, 2022

My Comment: People like doing business with companies and brands that they know, like, and trust. Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

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2022 Article Customer Service 2023 16

ShepHyken

JULY 11, 2022

It’s part of the customer experience. Are you delivering information that adds value to customers and enhances their experience with your brand? The Retention Crisis: Should We Be Treating Employees More Like Customers? Go to The Customer Focus to learn more about our customer service training programs.

Article 25

Article 2022 Customer Service Magazine 25

ShepHyken

DECEMBER 6, 2021

The Customer Experience Is a Content Experience by Andrew Wheeler. Skyword) Digital experiences were thrown into the spotlight, and all the trillions spent on digital transformation (DT) initiatives over the years didn’t keep brands from being caught on the back foot. That changed with the pandemic.” Follow on Twitter: @Hyken.

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2021 Article Customer Service 2022 71