ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. Our customers are smarter than they were last year (again).

2024 100

2024 Customer Service Workshop Customer Service Training 100

ShepHyken

JANUARY 12, 2025

This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item and the credibility of the manufacturer or vendor. This article lists eight communities with a focus on customer service and experience. My Comment: Reviews are important.

2025 73

2025 Article Magazine Customer Service 73

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Article 85

Article 2024 Customer Service Magazine 85

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. Smart companies and brands recognize the difference in their customers – specifically their ages. This article has three simple tips on how to connect and attract young consumers.

2024 85

2024 Article Magazine Customer Service 85

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? There were five possible answers: Never, Not Likely, Not Sure, Likely, and Very Likely.

2024 146

2024 Workshop Customer Service Training Customers 146

ShepHyken

MAY 26, 2024

Will ‘Shrinkflation’ Drive Away Your Customers? Consumers often believe that inflation is good for business, or that businesses enjoy driving up profits when prices are high. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. This article gives us 20 ideas to choose from.

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.

2024 87

2024 Article Customer Service ROI 87

ShepHyken

MARCH 18, 2024

KCI Survey: Swifties, the BeyHive and BravoCon Demonstrate the Power of Superfans by Alicia Esposito (Retail TouchPoints) “Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans.

2024 85

2024 Article Customer Service Government 85

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. My Comment: As costs go up, we must charge customers.

Net Promoter Score 76

Net Promoter Score Article 2024 Loyalty Programs 76

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. Buyers/procurement professionals are still consumers at some level.

2024 65

2024 Article Customer Service B2B 65

ShepHyken

SEPTEMBER 22, 2024

More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is. Personal Touch Helps Banks Satisfy Customers by Grant Thornton (Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location.

Article 82

Article 2024 Customer Service E Commerce 82

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. My friend, Chip Bell, has written a great article that aligns with my belief that for the right reasons, it’s okay to fire the customer.

2024 63

2024 Article Customer Service Hotels 63

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 is great information for anyone who has a customer support department. Louis Magazine (St.

2024 65

2024 Article Customer Service Average Handle Time 65

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Article 82

Article 2024 Hotels Customer Service 82

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI.

2024 61

2024 Article Customer Service Social Media 61

ShepHyken

JULY 29, 2024

Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.

Article 82

Article Customer Service 2024 Sports 82

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!)

2024 65

2024 Article Customer Service Net Promoter Score 65

ShepHyken

FEBRUARY 12, 2024

My Comment: Gen Z will become the most powerful force of consumers in the next few years. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. They asked Dan Gingiss to share some of his customer experience wisdom.

Article 71

Article 2024 Customer Service Social Media 71

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. Here are my top five picks from last week.

Article 85

Article Customer Service 2024 Government 85

ShepHyken

AUGUST 11, 2024

Why Citizen Experience Matters as Much as Customer Experience by Tom Brannen (No Jitter) The gap between what we experience as a private-sector customer compared to what we experience as citizens is only getting bigger. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 85

Article Customer Service Loyalty Programs 2024 85

ShepHyken

JUNE 2, 2024

Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customer service and experience. The product is only part of what customers buy; they also buy the experience and associated lifestyle that comes with their purchase. The example they use is simple.

Article 82

Article Customer Service Net Promoter Score 2024 82

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Article 63

Article E Commerce 2024 Customer Service 63

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Article 61

Article 2024 Customer Service Retail 61

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Article 85

Article Loyalty Programs Customer Service 2024 85

ShepHyken

OCTOBER 6, 2024

Here’s How to Catch Up by Roger Williams (The Drum) According to Marigold’s new Relationship Marketing Trends: Brand Rankings Report, 37% of consumers say they switched away from or became less loyal to a brand they previously purchased from in the past year. That’s almost four of ten customers! Brand Loyalty Is Lagging.

Article 79

Article Customer Service 2024 Loyalty Programs 79

ShepHyken

JANUARY 14, 2024

Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

Article 58

Article 2024 Customer Service Retail 58

ShepHyken

MARCH 31, 2024

10x Improvement in Customer Experience by Jaimie Boyd, Gretchen Brainard, NSN Murty, Joe Mariani & Pankaj Kamleshkumar Kishnani (Delloite) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience.

Article 87

Article Customer Service 2024 Government 87

ShepHyken

MAY 13, 2024

My Comment: This article is about customer support. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 76

Article Customer Service 2024 Loyalty Programs 76

ShepHyken

MARCH 10, 2024

by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

Article 82

Article Customer Service 2024 Airlines 82

ShepHyken

JUNE 23, 2024

My Comment: Let’s start this week’s Top Five Roundup with an article from the Wall Street Journal that indicates customer experience has hit a new low. Forrester surveyed 98,363 consumers’ perceptions of 223 brands across 13 sectors for its latest annual report on CX. The average score has dropped to the lowest it’s been since 2016.

Article 69

Article Customer Service 2024 Loyalty Programs 69

ShepHyken

SEPTEMBER 1, 2024

Building Hyper-Personalized Customer Experience in Digital: Time to Take Things Personally? by Kautilya Prasad (HackerNoon) The integration of artificial intelligence (AI) into customer experience (CX) strategies is transforming the way businesses interact with consumers. Customer expectations have never been higher.

Article 73

Article Magazine Customer Service 2024 73

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. They are improving the customer (citizen) experience.

Article 82

Article Customer Service 2024 Government 82

ShepHyken

NOVEMBER 19, 2023

This short article will get you thinking about the clues indicating your customer support and CX efforts are working. Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support.

Article 63

Article Customer Service 2023 Magazine 63

ShepHyken

NOVEMBER 6, 2023

My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.” There are some shards of light.

Article 71

Article Customer Service 2023 Contact Center 71

ShepHyken

JUNE 9, 2024

Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 82

Article Sports Customer Service 2024 82

ShepHyken

AUGUST 18, 2024

This past week, President Biden’s administration introduced the “ Time is Money ” initiative to help eliminate “tricks” that some companies are using that result in wasting customers’ time and money. At face value, this looks like it’s good for consumers. Connect with Shep on LinkedIn.

Article 73

Article Loyalty Programs Customer Service 2024 73