ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. Customer experience matters, too — particularly when it comes to return policies. In fact, £29.6

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2024 Article Customer Service Airlines 82

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. Connect with Shep on LinkedIn.

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2024 Article Customer Service Social Media 66

ShepHyken

NOVEMBER 3, 2024

Based on our experience and the latest findings based on 86,073 customer interviews, 881,815 brand evaluations of 2,970 brands across 23 countries, we explore leading organizations are implementing AI to enhance customer experiences today – and how they plan to use AI to reach new heights tomorrow. Connect with Shep on LinkedIn.

Article 69

Article 2024 Customer Service Loyalty Programs 69

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.

Article 82

Article 2024 Customer Service E Commerce 82

ShepHyken

OCTOBER 20, 2024

If you want customers to return, give them a good experience they can rely on and trust. BONUS Why GenAI Is Key To Personalized Customer Experiences (And How Marketers Can Start Using It) by Ab Gaur (Forbes) In 2024, personalization is the marketing strategy. Connect with Shep on LinkedIn.

Article 76

Article 2024 Customer Service 2025 76

ShepHyken

JUNE 30, 2024

Take This Radical Approach to Customer Retention to Boost Employee Morale — And Your Profit by Christine Park (Entrepreneur) Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers.

Article 82

Article 2024 Customer Service Retail 82

ShepHyken

MAY 26, 2024

BONUSES Onalytica Insider: 2024 B2B Influencer Marketing Report by Onalytica (Onalytica) Discover the latest trends and strategies in B2B Influencer Marketing with our new 2024 report. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. Connect with Shep on LinkedIn.

2024 79

2024 Net Promoter Score Article Customer Service 79

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report. Connect with Shep on LinkedIn.

Article 87

Article 2024 Customer Service ROI 87

ShepHyken

NOVEMBER 18, 2024

‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Connect with Shep on LinkedIn.

Article 73

Article Customer Service 2025 2024 73

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

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2024 Article Customer Service Contact Center 71

ShepHyken

FEBRUARY 4, 2024

In short, if you provide bad service, be prepared to lose sales/money. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. Connect with Shep on LinkedIn. My Comment: Read the title again! Sounds easy.

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2024 Article Customer Service B2B 65

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

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2024 Article Customer Service Government 85

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. My Comment: We kick off this week’s Top Five roundup with an article on customer loyalty. What’s emotion got to do with it?

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Article Customer Service 2024 Loyalty Programs 79

ShepHyken

JANUARY 1, 2024

This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.” My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

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2024 Article Customer Service Social Media 61

ShepHyken

JANUARY 28, 2024

These companies “achieve 37% more effective new logo acquisition, 23% more effective account penetration, 22% more effective customer retention, and 13% higher earnings before interest, taxes, depreciation, and amortization (EBITDA) margins.” Connect with Shep on LinkedIn. The numbers make the case. CX doesn’t cost.

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2024 Article Customer Service Customer Journey 71

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better.

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2024 Article Customer Service Average Handle Time 65

ShepHyken

APRIL 22, 2024

What Has Amazon Done to Change Customers’ Delivery Expectations? by Rhys Fisher (CX Today) In 2024, next-day deliveries may seem like a fairly standard option for most e-commerce transactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 85

Article 2024 Customer Service E Commerce 85

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.

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2024 Article Customer Service Hotels 63

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

E Commerce 73

E Commerce Article 2024 Loyalty Programs 73

ShepHyken

MARCH 25, 2024

Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 82

Article 2024 Hotels Loyalty Programs 82

ShepHyken

OCTOBER 27, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 79

Article Customer Service Social Media 2024 79

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. Connect with Shep on LinkedIn.

Net Promoter Score 76

Net Promoter Score Article 2024 Loyalty Programs 76

ShepHyken

FEBRUARY 12, 2024

Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Connected ecommerce adds value emotionally, materially or both while delivering the same seamless purchase journey. Why is connection important?

Article 71

Article 2024 Customer Service Social Media 71

ShepHyken

FEBRUARY 18, 2024

by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. Shameless plug!)

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2024 Article Customer Service Net Promoter Score 65

ShepHyken

MARCH 4, 2024

The 2024 United States Consumer Trends Index Report uncovers several notable differences brands must consider. My Comment: If you follow consumer trends, you know that customer loyalty is “up for grabs.” ‘Experiences over things’ has become the millennial’s mantra, and it’s flowing through to previous and future generations too.

Article 63

Article E Commerce 2024 Customer Service 63

ShepHyken

JULY 29, 2024

Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes. Do they feel connected to your company’s story, and are they excited to share it with others? Connect with Shep on LinkedIn.

Article 82

Article Customer Service 2024 Sports 82

ShepHyken

NOVEMBER 6, 2024

60% of customers said they would likely or very likely switch companies because of a poor (slow) response time. 43% of customers would spend more money if they knew they would never have to wait on hold for customer support. Connect with Shep on LinkedIn. Once time is gone, you can’t get it back.

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2024 Workshop Customer Service Training Download 79

ShepHyken

OCTOBER 13, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 69

Article 2025 Customer Service 2024 69

ShepHyken

AUGUST 11, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 85

Article Customer Service Loyalty Programs 2024 85

ShepHyken

SEPTEMBER 15, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 85

Article Loyalty Programs Customer Service 2024 85

ShepHyken

FEBRUARY 27, 2024

After the show, we heard from John Hughes , who is connected with me on LinkedIn. Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. Connect with Shep on LinkedIn.

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2024 Workshop Customer Satisfaction Customer Service Training 94

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 61

Article 2024 Customer Service Retail 61

ShepHyken

APRIL 9, 2024

We asked: If you were to rate a customer experience on a scale of 1 to 5 – where 1 is bad, 2 is fair, 3 is average or satisfactory , 4 is good, and 5 is excellent – how likely are you to return to this company or brand if you rated them a 3? Connect with Shep on LinkedIn. The survey results are worth paying close attention to.

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2024 Workshop Customer Service Training Customers 146

ShepHyken

SEPTEMBER 1, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 73

Article Magazine Customer Service 2024 73

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 58

Article 2024 Customer Service Retail 58

ShepHyken

JULY 7, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Article 82

Article Customer Service 2024 Workshop 82

ShepHyken

AUGUST 25, 2024

Each week, I read many customer service and customer experience articles from various resources. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Connect with Shep on LinkedIn.

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Article Customer Service 2024 Customer Centricity 85