GetFeedback

DECEMBER 21, 2018

Customer retention statistics: More than 6 in 10 U.S. consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. American Express ). companies lose $136.8 CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Average won’t cut it.

Article 77

Article 2024 Customer Service 2025 77

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the customer, they dont have to keep remembering to buy.

Article 74

Article 2025 Customer Service Healthcare 74

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. How Consumer Feedback Shapes Customer Experience by Jessica Aleman (FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries.

2025 70

2025 Article Customer Service Magazine 70

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Must-know customer service statistics of 2024 ( [link] ).

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

Article 70

Article 2025 Customer Service 2024 70

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. American businesses prioritize customer-centric strategies, often integrating them into their core values and operational models.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment. Thats three-quarters of your customers!

2025 70

2025 Article Customer Service Loyalty Programs 70

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

2025 74

2025 Article Magazine Customer Service 74

ShepHyken

NOVEMBER 5, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions?

Customer Service 74

Customer Service Social Media Customer Service Representative Communication 74

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Custom Studio (Inc. Exactly what it sounds like.

Article 62

Article Customer Service Loyalty Programs 2024 62

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. Enhancing Multi-channel Interactions Modern consumers anticipate consistent service across all channels, be it online, in-store, or over the phone. It focuses on making each interaction impactful.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. The 2025 Customer Service Transformation Report by Intercom (Intercom) For years, weve tracked gradual changes staffing struggles, rising customer expectations, the shift to digital-first.

2025 74

2025 Article Customer Service Loyalty Programs 74

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. However, this isn’t just a fanciful dream driven by excessive sleep deprivation and caffeine consumed while waiting on hold. It represents not merely a minor upgrade; it is revolutionizing customer service as we know it.

Article 70

Article Customer Service 2025 2024 70

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service. You’re not alone.

Customers 156

Customers Effort Score Airlines Customer Journey 156

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Article 66

Article 2025 Customer Service Loyalty Programs 66

InMoment XI

OCTOBER 25, 2024

This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. It also allows you to turn a bad situation into an opportunity to show your dedication to customer service. Train Employees Training employees to provide excellent customer service makes a huge difference.

Feedback 195

Feedback Management Social Media 2024 195

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. 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, customer service would probably be among the most important ones.

2024 77

2024 Article Customer Service 2025 77

BlueOcean

OCTOBER 30, 2024

Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. When the “customer support formula” to scale doesn’t feel right anymore, it may be time to make a change. And change is difficult.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

Brandwatch CX

APRIL 1, 2025

Saving money, quicker response times and happier customers: its no wonder social media customer service is growing at a rapid pace. Social customer service costs around $1 per interaction , six times cheaper than phone support costs. Twitter reports that customer service interactions have increased by 2.5

Social Media 52

Social Media Customer Service 2011 Engagement 52

ShepHyken

JANUARY 14, 2025

Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience? How can AI be leveraged to provide personalized customer service interactions?

Hospitality 136

Hospitality Customer Experience Interaction Customer Expectations 136

CSM Magazine

NOVEMBER 14, 2024

In financial services, customer service isn’t just about addressing concerns; it’s about building lasting relationships. These apps provide a new edge in customer service, enhancing both interaction and satisfaction. What elements should these apps include to truly shine? billion in 20203.

Financial 52

Financial Customer Service Banking 2024 52

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. My Comment: This week, I was on a panel with several other customer service experts.

2025 70

2025 Article Loyalty Programs Customer Service 70

BlueOcean

OCTOBER 21, 2024

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. The other reality is that consumers want to interact with a live person. But how many customer-support experiences take only a few minutes? Factor #2: Time to Completion.

Call Center 370

Call Center Customer Experience Measurement Financial 370

Brandwatch CX

MARCH 27, 2025

It extends content and communications beyond overly promotional messages, intruding into the consumer’s space with a hard sell. bw_also_like id=”84283″] How to improve your relationship Relationship marketing makes sense in the age of the customer. On the flip side, bad customer service can ruin a relationship.

Customer Relationships 93

Customer Relationships Marketing Social Media Loyalty Programs 93

eglobalis

APRIL 6, 2025

Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed. Firms that make interactions effortlessfrom onboarding to supportcan significantly boost customer retention. Bottom line: Value = more with less, supported by solid data.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

CSM Magazine

NOVEMBER 27, 2024

Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. After all, in the online sphere, where there’s no physical presence to reinforce your brand’s credibility, exceptional service is what speaks volumes.

E Commerce 52

E Commerce Customer Service E-support Metrics 52

CSM Magazine

MARCH 11, 2025

Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. According to a new report published by Market Research Future (MRFR), the Customer Service Market Size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0

Customer Service 52

Customer Service E Commerce Marketing E-support 52

BlueOcean

APRIL 7, 2025

Youre prepared for the future of customer service. And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Balancing AI & the Human Touch AI can be a powerful tool, but it is just one cog in the customer care engine.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199