ShepHyken

MARCH 1, 2021

Each week I read a number of 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. My Comment: I’ve featured journey-mapping articles in this weekly round-up in the past. Here are my top five picks from last week.

Article 91

Article 2021 E Commerce Customer Journey Mapping 91

CSM Magazine

NOVEMBER 26, 2024

As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels. In e-commerce, chatbots aid customers in selecting products, tracking orders, and answering frequently asked questions.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. 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. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. However, automation is not designed to replace contact centre staff, but rather support them. Make the Most of Automation.

E-support 149

E-support Omnichannel Competitive Advantage Customer Centricity 149

ShepHyken

JANUARY 14, 2019

Each week I read a number of 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. Blue Ocean) One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

2019 102

2019 Article Customer Journey Mapping Customer Service 102

GetFeedback

MAY 9, 2018

More likely than not, if you’re reading this article, you’ve probably made online purchases. In fact, it’s estimated that by the end of 2018, mobile purchases will represent 27% of all e-commerce purchases. Offer mobile messaging and SMS support. Create dynamic support content. Ask a single question instead of several.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

ShepHyken

APRIL 28, 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 includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

E Commerce 77

E Commerce Article 2024 Loyalty Programs 77

Kustomer

AUGUST 23, 2021

At the height of COVID-19, e-commerce saw 10 years of growth in just 90 days, with a whopping 84% of consumers moving their shopping online. They need to deal with unprecedented challenges head on if they’re going to continue to effectively attract, interact with, and retain loyal customers. The proof is in the pudding.

Interaction 97

Interaction Brands E Commerce E-support 97

GetFeedback

JANUARY 21, 2020

The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks. AI has already begun to change this bleak interaction. Editor’s note: This article reflects the personal opinions of our guest author. .

E Commerce 195

E Commerce E-support Entertainment Customer Service Representative 195

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . What they did right: Who said B2B brands can’t embrace social media for customer support?

Social Media 137

Social Media Brands Customer Service E Commerce 137

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. in this Wall Street Journal article. These are 5 things that companies need to design into their customer service interactions. E mpathy – Acknowledge the impact that the situation has on the customer. .” E ye contact. O pen posture. L ean forward.

Customer Service 136

Customer Service E-support Customers Sales 136

ShepHyken

DECEMBER 5, 2022

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. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

2022 77

2022 Article Customer Service Hospitality 77

Magellan Solutions

SEPTEMBER 14, 2023

Consider incorporating support services as a solution! Additionally, 79% of them find phone support satisfying. These findings highlight the importance of having a support service. Many companies are now turning to support services to enhance their customer interactions. It enhances the customer experience.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

GetFeedback

MAY 2, 2019

Customer experience , or CX, refers to what comes of the ongoing interaction between a customer or client and a company. This broadly includes the customer’s journey to the brand, the touch points that they interact with, and how they interact. Editor’s Note: This article reflects the opinions of our guest author. .

Customer Service 170

Customer Service Social Media E-support Feedback 170

ShepHyken

JANUARY 2, 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. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Article 68

Article 2023 E Commerce Customer Service 68

Solvvy

JUNE 22, 2022

When they search your website for answers or reach out for customer service or support, they want answers now. Furthermore, AI learns from each interaction and follow-up question and constantly refines its responses. You’ve probably noticed that your customers are impatient. Covers the easy answers.

E Commerce 119

E Commerce E-support Banking ROI 119

ShepHyken

MAY 9, 2022

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. In short, the customer remembers the peaks, the interactions that stand out, which can include both positive and negative experiences.

Article 73

Article 2022 Customer Service E Commerce 73

Alida

DECEMBER 22, 2016

“It’s not just Donald Trump’s election that’s signaling a change in the structure of globalism’s future,” says Mary Meehan, founder of research consultancy Panoramix Global, in a Forbes article. The enterprise guide to customer intelligence [e-book]. E-commerce giant Amazon is leading the way. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Blog 112

Blog E Commerce Customer Service E-support 112

TechSee

JANUARY 8, 2019

With e-commerce and digital banking/, insurance becoming increasingly popular, resolving billing issues and contract payments is becoming a massive challenge for customer service centers. Co-browsing allows agents to see and interact with a customer’s browser in real time, visually guiding them to resolution, without requiring any downloads.

Engagement 167

Engagement E Commerce Download E-support 167

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. 5 Findings on Human and Chatbot Live Chat Experiences in E-Commerce.

E Commerce 92

E Commerce E-support 2022 Effort Score 92

Alida

SEPTEMBER 6, 2018

Reports of the industry’s collapse have made business headlines for the past year, with one Business Insider article proclaiming, “The retail apocalypse has descended on America,” while a Bloomberg article claimed retail’s decline is “really just beginning.”. The retail apocalypse may just have to wait. between 2017 and 2022.

Retail 243

Retail E Commerce 2017 2018 243

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. Research from the Journal of Marketing shows that offering angry customers a price-based solution (like a discount) actually negatively affects their view of your brand and their likelihood to continue supporting your business.

Customer Service 122

Customer Service E Commerce E-support Average Handle Time 122

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given. But what can be done? But what can be done? Revamp Your Email Marketing Strategy.

E Commerce 102

E Commerce Sales E-support Retail 102

TechSee

OCTOBER 19, 2021

In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. An additional tried and true tactic used to solve the problem of how to reduce returns in e-commerce is to implement digital onboarding. Restocking Fees. Digital Onboarding. What is digital onboarding?

E Commerce 124

E Commerce White Paper E-support Retail 124

Upstream Works

SEPTEMBER 1, 2020

e-learning has doubled and is now considered the training method of choice, while video training has tripled. A switch to new and more intuitive and interactive models can help to accommodate agents working off-site or from home — especially now as the future of in-office work seems so uncertain.

Contact Center 148

Contact Center Engagement Omnichannel 2019 148

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Consumer interactions have changed as well.

B2B 157

B2B E Commerce B2C E-support 157

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 139

Retail NPS Touchpoint Feedback 139

ShepHyken

AUGUST 6, 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. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Article 62

Article 2023 Customer Service Magazine 62

Totango

MARCH 16, 2021

In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. Engagement: prospects interact with a brand’s website and become freemium users. Escalation: customers seek support to remove obstacles preventing them from deriving value from their purchase.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. It’s an excellent way for businesses to interact with their website visitors, without having them call or email you. Amplify customer support functions . So, you need to speed up response time and reduce the number of support touchpoints.

Customer Experience 96

Customer Experience E Commerce E-support Social Media 96

Beyond Philosophy

DECEMBER 25, 2017

Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article. Learn more about how this disconnect occurs with this article from last March. Who Wins—Brand or Customer Experienc e? Why You Love Super Bowl Ads but Hate Shopping!

2017 119

2017 Net Promoter Score NPS 2018 119

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Ability to tag and organize articles. Password reset capabilities.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

E Commerce 78

E Commerce 2023 E-support Customer Experience 78

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Brands 107

Brands Customer Experience E Commerce E-support 107