Ecrion

JULY 22, 2019

Too often, companies blame a loss of revenue on competitors, poor market conditions, and even failed marketing strategies when the real reason why business is down is due to a poor customer service training and standards. Be honest with yourself: How confident are you, really, with your current level of customer service?

Customer Service Training 78

Customer Service Training Customer Service Poor Customer Service E Commerce 78

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Article 71

Article Customer Service 2024 2025 71

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience.

Article 65

Article 2025 Customer Service Loyalty Programs 65

ShepHyken

DECEMBER 16, 2024

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. They appreciate the value (product and experience) of the brands they love.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Article 71

Article 2025 Customer Service 2024 71

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. My Comment: For those in the retail business, this is an article for you.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

2021 159

2021 Article Customer Service Guest Experience 159

ShepHyken

JANUARY 12, 2025

Its about fostering a community of advocates who believe in your brand as much as you do. Amazon Fights Back Against Fake Reviews: How Can Retailers Prevent Fraudulent Feedback? There are major challenges to address and obstacles to overcome before brands can even start thinking about hyper-personalization.

2025 71

2025 Article Magazine Customer Service 71

ShepHyken

JANUARY 7, 2025

The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Hearing from the guy in charge of CX for a globally recognized brand is fascinating! It is one of the largest Verizon retailers in the U.S., Connect with Shep on LinkedIn.

2024 77

2024 Article 2025 Workshop 77

ShepHyken

SEPTEMBER 13, 2021

(CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors.

Article 154

Article 2021 Customer Service B2C 154

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. Other brands have gone down this path. Disney Institute teaches the Disney way in the form of courses on customer service and experience, leadership, and more. All of these are iconic brands that teach how they do what they do so well. . And they did.

Hospitality 159

Hospitality Books Customer Service Training Leadership 159

ShepHyken

OCTOBER 10, 2016

It’s just a way to celebrate the people who provide amazing customer service throughout the year. 8 Ways to Amplify the WOW Factor in Your Customer Experience by Garin Kilpatrick. My Comment: The best companies amaze their customers with occasional WOWs, but at a minimum, are always being just a little above average. .”

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski. Pun intended!) by James Heskett.

2021 129

2021 Article Customer Service Retail 129

ShepHyken

MAY 31, 2021

5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty.

Article 133

Article E Commerce 2021 Customer Service 133

ShepHyken

FEBRUARY 3, 2025

The result can be a demotivated team and lower customer satisfaction scores. If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

SEPTEMBER 6, 2021

After the author shares the story, he offers commentary about why what this brand did (Lego) was so successful. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. This is the kind of thing that creates CX legends.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

SEPTEMBER 1, 2021

Amazon revolutionized the book industry and eventually the entire retail industry. . Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. That’s nothing new.

B2B 146

B2B Healthcare Customer Service Training Retail 146

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. This article, while focused on retail, has application to any industry. Reducing friction creates efficiencies, not only for the customer but also the business. It’s about customer service training.

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. Retail Dive) As retailers grappled with out-of-stocks, research found that 75% of consumers opted to shop alternative brands. 21 Powerful Ways To Build Brand Loyalty by ShoppingGives. How to create a great customer experience strategy in 6 steps.

Article 93

Article 2020 Customer Service Retail 93

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 82

Article 2024 Customer Service Magazine 82

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

2021 97

2021 Article Customer Service Retail 97

ShepHyken

FEBRUARY 1, 2021

Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Sharpen) Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. You’ll have to download it, and it won’t cost you a thing.

2021 142

2021 Article Customer Service Rewards Programs 142

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., They are an amazing example of customer service and CX, and there is much to learn about this brand. Follow on Twitter: @Hyken.

Article 112

Article E Commerce 2021 Customer Service 112

InMoment XI

MARCH 11, 2024

This can be thought of as a continuous cycle and relationship between the customer and business, but can also be thought of as a repeating list. Here is a quick breakdown of how the feedback loop works: Customer Interaction: The feedback loop starts with a customer interacting with a product, service, or brand.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

AUGUST 31, 2020

Had A Customer Service Fail? Loyal Customers 6X More Likely To Forgive Mistakes by Tech.co. Retail TouchPoints) No matter how hard they try, retailers sometimes make customer service mistakes. There’s plenty of great information about how to use online customer service training.

Article 108

Article 2020 Customer Service Social Media 108

Bill Quiseng

APRIL 18, 2021

Those businesses offering exceptional customer service don’t build their brand through advertising. Their customers build it for them via their raves on social media. So, it is critical to know how to respond on social media, especially to the rants from dissatisfied customers.

Social Media 167

Social Media Customer Service 2025 Customers 167

ShepHyken

NOVEMBER 8, 2021

100 Totally Wacky & Weird Questions People Ask Retailers That Catch Them Off Guard—And Probably Make You Giggle, Too! Here are 100 of the strangest things retailers have been asked by customers. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) by Bob Phibbs.

Article 94

Article 2021 Customer Service Retail 94

ShepHyken

AUGUST 19, 2019

(ClickZ) Customer service provider Simplr has released a new report on the most common customer service pitfalls among eCommerce brands. They look specifically at the customer service experience of 500 US-based brands in “high-growth mode” in the month of May 2019. Follow on Twitter: @Hyken.

2019 120

2019 Article Customer Service Leadership 120

ShepHyken

JUNE 17, 2024

Smart companies and brands recognize the difference in their customers – specifically their ages. Gen Zs are the customers of our future. Consumer Insights: Customer Loyalty Has Changed by Anastasia Lloyd-Wallis (Jeweller) There’s been a significant shift in the focus of loyalty in the retail sector.

2024 82

2024 Article Magazine Customer Service 82

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

ShepHyken

FEBRUARY 16, 2020

10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Here are 10 examples of best practices that represent the state of the art in retail CX. My Comment: Don’t be fooled by the word “Retail” in the title. Small Business Trends) Ready to win back a customer after a bad customer service complaint?

2020 101

2020 Article Customer Service B2B 101

ShepHyken

JULY 30, 2018

Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with. They act as a lasting first impression of your brand or business. 5 Ways Online and Offline Customer Experiences are Coming Together in 2018 by Vandita Grover.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

FEBRUARY 22, 2021

Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? Small Business Trends) If you’re wondering how top eCommerce brands turn their customers into loyal brand advocates, then this comprehensive guide will help you with just that.

2021 109

2021 Article Customer Service Customer Centricity 109

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. My Comment: How can a retailer compete with Amazon?

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. My Comment: Here’s another business definition of a “gap” in business.

Article 91

Article 2019 Customer Service Customer Centricity 91

Stella Connect

JANUARY 9, 2018

Brooklinen , a fast-growing online retailer that made its debut in 2012, wasn’t founded on a whim. In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

ShepHyken

JULY 8, 2019

(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure. That’s months away.

2019 118

2019 Article Customer Service Social Media 118