ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. You’ll smile.

2021 28

2021 Article Customer Service Net Promoter Score 28

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 442

B2B Innovation Culture Loyalty 442

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own.

NPS 373

NPS Feedback Net Promoter Score B2C 373

GetFeedback

FEBRUARY 10, 2021

From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience.

Customer Service 195

Customer Service Customer Satisfaction Loyalty Customers 195

eglobalis

DECEMBER 11, 2024

This article was originally posted at: [link] Ready to disrupt your CX strategy? Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. Testing turns insights into action.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Thats a department.

2024 77

2024 Article 2025 Customer Service 77

InMoment XI

MAY 25, 2023

Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. A great customer experience can lead to increased customer loyalty, higher customer satisfaction, improved brand reputation, increased revenue, and a competitive advantage.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Always demonstrating the final results of customer conversations as a solution also contribute to customer trust in your brand. Should You Delete Negative Comments?

Social Media 418

Social Media Feedback Engagement B2B 418

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. This financial strength allows Apple to invest in new technologies, enhance its product offerings, and maintain a high level of customer satisfaction.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. Connect with Shep on LinkedIn.

Metrics 161

Metrics Customer Service Workshop Measurement 161

BlueOcean

JULY 8, 2020

In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Read on for more insight on what’s trending in customer service. Every customer service interaction is an opportunity to deliver this connection point.

Customer Service 156

Customer Service Contact Center 2020 Definition 156

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Regardless, good CX means using them properly and educating customers on why they should use them.

Article 85

Article Customer Service Social Media 2024 85

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. He shares three foundational strategies to enhance your CX and improve customer retention. Read the article and find out.

Article 23

Article Customer Service 2023 2022 23

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Unless the customer is trying to take advantage of you, this is sound wisdom. According to this article, it is not.

Article 77

Article Customer Service 2025 2024 77

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This shift has enhanced their ability to link customer feedback with business outcomes such as profitability and customer retention.

NPS 308

NPS Net Promoter Score 2025 Metrics 308

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service.

Customer Service 154

Customer Service Net Promoter Score Workshop Document 154

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: What business (retailer) wants customers to return merchandise? Here are my top five picks from last week.

Article 91

Article 2024 Customer Service Magazine 91

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Article 91

Article Loyalty Programs Customer Service 2024 91

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article tells the story and shares the lessons any company can use in the face of a CX crisis. But there’s more.

Article 91

Article Customer Service Loyalty Programs 2024 91

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. What is an awkward customer? My Comment: How do you improve your company’s customer service and CX?

Article 88

Article Customer Service Net Promoter Score 2024 88

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 165

Customer Service Article Customers Technology 165

InMoment XI

JANUARY 9, 2024

If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Ensure Timely Response, Delivery, and Resolution Great customer service is a major component of great CX.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I always preach that our goal should be to not just fix a problem, but to restore customer confidence.

2024 73

2024 Article Customer Service Magazine 73

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

2021 154

2021 Customer Service Omnichannel 2020 154

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers in particular have formed new habits and expectations for customer service.

Article 88

Article 2024 Hotels Loyalty Programs 88

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Every business has distinct customers with distinct feelings, needs and preferences. It’s the reason customers come back.

Article 88

Article Customer Service 2024 Workshop 88