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What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customerservice 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).
Nine Areas of Focus for Improved CustomerServiceTraining by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customerservice team plays a large role in that organization’s success. Here are my top five picks from last week.
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.
Most consumers like human customerservice by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customerservice, according to a Five9 study on how consumers perceive AI and evolving customer experience.
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.
How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. It involves getting to know customers by truly understanding who they are—what they like, what they need and how to communicate with them. Average won’t cut it.
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.
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.
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.
In short, if you provide bad service, be prepared to lose sales/money. Our customerservice 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.
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customerservice 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.
4 Reasons Why Your CustomerService Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customerservice, 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.
Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customerservice would probably be among the most important ones. I have added my comments about each article and would like to hear what you think too.
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.
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.
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.
Sounds like a great strategy for all types of customers. Bots in CX: A Love-Hate Relationship by Matt Vartabedian (No Jitter) Consumers dislike bots, businesses like them. Regardless, good CX means using them properly and educating customers on why they should use them. Connect with Shep on LinkedIn.
by Reuben Yonatan (Fast Company) Customerservice (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!)
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-servicecustomer 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.
It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” How Customer Marketing Helps You Maintain an Audience by Shopify Staff (Shopify) Customer marketing allows you to attract and retain satisfied customers over the long haul, tailoring ads to each stage of their buyer journey.
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.
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.
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.
CustomerService 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 customerservice chatbots among U.S. consumers who have interacted with them recently.
The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Custom Studio (Inc. My Comment: What is a Forever Customer?
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.
Each week, I read many customerservice 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.
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 customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
Here’s a group of 15 members of the Forbes Agency Council who share different ideas on how using chatbots can increase and improve customerservice 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.
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.
by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customerservice 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.
Only 14% of CustomerService 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.
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.
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.
My Comment: This article is about customer support. Our customerservice and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. Shep Hyken is a customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
The Future of Contact Centers: How Generative AI Is Driving a Long-Needed CustomerService Revolution by Sheila Walthoe (No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. Thanks to Generative AI, this is becoming a reality.
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.
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.
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.
My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customerservice/support experience. Consider this finding cited in the article: “48% of consumers become angry while communicating with customerservice.” There are some shards of light.
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 customerservice/CX expert, award-winning keynote speaker, and New York Times bestselling author.
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.
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