ShepHyken

JUNE 14, 2021

Magazine) A study by MBLM found that respondents formed emotional connections with a greater number of brands during the pandemic (23 percent more than in MBLM’s previous study) and deepened their existing intimate relationships with brands. This article refers to that emotional connection as “intimacy.”

2021 103

2021 Article Customer Service Retail 103

Bill Quiseng

MARCH 28, 2016

Named by meeting planners as one of their “favorite speakers” by Meetings and Conventions Magazine, she has a natural gift for entertaining an audience that will engage and inspire every attendee to deliver a better customer experience. When you learn to stay in control it’s much more effective for all. And have fun!

Books 128

Books Magazine Entertainment Social Media 128

ShepHyken

AUGUST 19, 2020

I read an article penned by Dale Salwak in Linking Ring Magazine, the publication put out by the International Brotherhood of Magicians. It creates a connection. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. It builds trust. The best don’t just act professional.

Magazine 136

Magazine Entertainment Sports Definition 136

ShepHyken

AUGUST 8, 2022

The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. Wow, is meeting these expectations every time.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

MAY 12, 2019

My Comment: I’ve always cautioned that companies jumping into digital customer service solutions should be careful not to become so enamored with the technology that they lose their human and emotional connection with their customers. Should chat-bots replace humans for customer support? by Michael Stelzer.

2019 99

2019 Article Loyalty Programs Customer Service 99

ShepHyken

NOVEMBER 11, 2024

The result is a dramatic increase in both the number of customers willing to share feedback and the quality of their responses. Staff Friendliness by Miika Mäkitalo (CRM Magazine) Looking back on Customer Experience Day, it’s clear that CX has never been a more critical factor for success in retail.

2024 72

2024 Article Customer Service Magazine 72

ShepHyken

SEPTEMBER 15, 2024

With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 89

Article Loyalty Programs Customer Service 2024 89

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. A quick read with some important reminders. It drives word-of-mouth referrals.

2019 93

2019 Article Customer Service Guest Experience 93

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. So, I was excited to read Steven’s article and watch his video comparing the movie to a great customer experience. 3 Things You Need to Do to Keep Customers by Jim Schleckser.

Article 16

Article 2022 Customer Service Magazine 16

ShepHyken

DECEMBER 16, 2024

Custom Studio (Inc. Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. Connect with Shep on LinkedIn. What does that mean?

Article 62

Article Customer Service Loyalty Programs 2024 62

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. Here are a few fundamental must-haves for any prospective online customer service training solution. Course management. Learning delivery.

Customer Service Training 40

Customer Service Training Customer Service E-support Metrics 40

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr. Connect with Shep on LinkedIn.

Article 86

Article 2024 Customer Service E Commerce 86

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed.

Article 80

Article Customer Service 2024 Loyalty Programs 80

ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers. Watch to learn the four key takeaways from Salesforce’s State of the Connected Customer research report.

2022 72

2022 Article Customer Service Magazine 72

ShepHyken

FEBRUARY 25, 2024

Customer service trends to watch in 2024 by St. Louis Magazine (St. Louis Magazine) Shep Hyken helps organizations around the world learn and implement best practices for serving people in a variety of industries. Connect with Shep on LinkedIn. It is always a privilege to be included on lists like these.

2024 68

2024 Article Customer Service Average Handle Time 68

ShepHyken

NOVEMBER 19, 2023

Brand Loyalty in the Digital Age: Strategies to Build Trust by Meghana Dalal (YourStory) Explore how businesses in the digital age can foster brand loyalty through authenticity, exceptional customer service, and social responsibility. Connect with Shep on LinkedIn. My Comment: Loyalty doesn’t happen without trust.

Article 66

Article Customer Service 2023 Magazine 66

ShepHyken

APRIL 10, 2023

Engaged Employees Create Better Customer Experiences by Denise Lee Yohn (Harvard Business Review) It’s time for leaders to double down on the idea that the employee experience (EX) is now the key driver of the customer experience (CX) and find smarter, strategic ways of connecting the two. Follow on Twitter: @Hyken

Article 12

Article Customer Service Magazine 2023 12

ShepHyken

MAY 26, 2024

How to Make Customer Service Your Company’s Superpower by Jaquie Scammell (The CEO Magazine) Customer service no longer sparks the same enthusiasm it once used to. Is it time to lead a new service leadership revolution and put the human back in ‘human service’? Connect with Shep on LinkedIn.

2024 83

2024 Net Promoter Score Article Customer Service 83

ShepHyken

AUGUST 6, 2023

25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people. My Comment: I didn’t know Apple had a magazine. (I Connect with Shep on LinkedIn.

Article 62

Article 2023 Customer Service Magazine 62

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. You may find some answers in this article.

Article 80

Article 2021 Customer Service Metrics 80

ShepHyken

NOVEMBER 27, 2023

Instead, the machine can become the co-pilot to a powerful interaction with the customer – one that gives the front-line customer service and sales reps tools that they can use to deliver a personalized and better CX. Connect with Shep on LinkedIn.

Article 75

Article 2023 Customer Service Net Promoter Score 75

ShepHyken

NOVEMBER 7, 2022

4 Questions to Measure — and Boost — Customer Trust by Ashley Reichheld and Amelia Dunlop. An Economist magazine analysis of Volkswagen, Wells Fargo, and six other corporations calculated that a company loses 30% of its value when it loses trust, at least in the short term. They wanted more empathy and understanding than usual.

2022 16

2022 Article Customer Service 2023 16

ShepHyken

SEPTEMBER 4, 2023

Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc. Magazine) Customer retention is a crucial aspect of any successful business. It can lead to increased customer loyalty, repeat business and, ultimately, higher profits.

Article 72

Article Customer Service Hospitality Hotels 72

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Knowing who your customers are (as in your target audience) and creating a value proposition that you honor leads to a better CX.

Article 66

Article Customer Service 2023 Loyalty Programs 66

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

2023 12

2023 Article Customer Service Magazine 12

ShepHyken

MAY 8, 2023

Anytime you can create an accurate, personalized experience, whether it’s fueled by AI or any other way you track a customer’s history (purchase and behaviors), you are deepening the relationship and, as the title of this article suggests, transforming the customer experience. Connect with Shep on LinkedIn.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

APRIL 25, 2022

Instead of treating customer service like an afterthought or an overhead cost, your company has an opportunity to turn customer service into a revenue generator and a strategy to create a long-lasting competitive advantage. When a customer takes the time to download an app, it’s a commitment.

Article 67

Article 2022 Customer Service Loyalty Programs 67

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. Customer Experience Designer & Professional Speaker. Myra Golden Media.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ShepHyken

AUGUST 28, 2023

This is a very robust article all about taking advantage of the gift of customer feedback. Two Elements of Successful Branding You Don’t Want to Overlook by Jacob Goldberg (The CEO Magazine Global) Branding and marketing have changed in recent years. Connect with Shep on LinkedIn.

2023 62

2023 Article Customer Service Magazine 62

ShepHyken

MARCH 7, 2022

How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer. But there are some companies that are finding ways to keep their doors open while also keeping those inflation costs from impacting their customers.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

AUGUST 20, 2018

By providing an app or website, you are giving customers more options, more ways to connect, get information or even make purchases. Subscription : Subscription services have expanded from magazines and newspapers to include all kinds of products and services. For information, contact 314-692-2200 or www.hyken.com.

Books 84

Books Banking Magazine 2018 84

ShepHyken

APRIL 16, 2023

Lockdowns fostered a sense of belonging; we all felt much more connected to where we live and much more likely to support local companies, look after our neighbors, and promote our local identity. My Comment: Localism is not a new strategy, but it’s an important one that impacts the customer’s experience.

Article 10

Article 2023 Customer Service Magazine 10

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Complaint Handling: Learn to handle problems in such a way that you completely restore customer confidence after a service mishap. Customer-facing employees in any industry. Email Writing.

Customer Service 53

Customer Service Download Customer Service Training Customers 53

CSM Magazine

OCTOBER 8, 2024

Modern educational settings require customer service abilities to ensure student, parent, and staff success and satisfaction. Student-centered methods stress connections and communication to increase learning. Parents and school personnel may improve connections with customer service skills like communication and empathy.

Customer Service 52

Customer Service Seminar Customer Service Training Online Experience 52

CSM Magazine

DECEMBER 29, 2022

By operating for extended hours, including evenings and weekends, businesses can reap a great reward of offering customers better access to their services. 24 hour service can give customers the flexibility to connect with a business when it is convenient for them – meaning improved customer satisfaction and loyalty.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52