ShepHyken

OCTOBER 13, 2024

It’s a “structured initiative designed to enhance the interactions a customer has with a brand.” How Customer Marketing Helps You Maintain an Audience by Shopify Staff (Shopify) Customer marketing allows you to attract and retain satisfied customers over the long haul, tailoring ads to each stage of their buyer journey.

Article 68

Article 2025 Customer Service 2024 68

ShepHyken

FEBRUARY 23, 2025

My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). Ive mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. So, lets open this weeks Top Five roundup emphasizing B2B service and experience.

2025 77

2025 Article Customer Service Social Media 77

CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

Customer Service Training 52

Customer Service Training Customer Service Magazine Customer Satisfaction 52

ShepHyken

JANUARY 5, 2025

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. My Comment: Retail returns are becoming a costly problem for both retailers and customers. Thats three-quarters of your customers!

2025 68

2025 Article Customer Service Loyalty Programs 68

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. Custom Studio (Inc. My Comment: What is a Forever Customer?

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.

Article 65

Article 2025 Customer Service Loyalty Programs 65

ShepHyken

JULY 19, 2021

My Comment: I’m a big fan of the internal customer service concept, and here are 18 internal customer service tips to create the experience that makes them want to work hard, engage with their customers (other internal customers and outside customers), and more. CRM Buyer) Despite U.S.

2021 149

2021 Article E Commerce Customer Service 149

ShepHyken

MARCH 10, 2025

Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Connect with Shep on LinkedIn.

2025 68

2025 Article Loyalty Programs Customer Service 68

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

DECEMBER 1, 2024

Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources. Connect with Shep on LinkedIn.

2024 74

2024 Article Customer Service 2025 74

ShepHyken

JANUARY 12, 2025

This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item and the credibility of the manufacturer or vendor. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2025 71

2025 Article Magazine Customer Service 71

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila. Follow on Twitter: @Hyken.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. But, are you asking the questions the right way?

Article 124

Article 2022 Customer Service Customer Service Training 124

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

2021 137

2021 Article Customer Service Loyalty Programs 137

ShepHyken

NOVEMBER 25, 2024

The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe (No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. Thanks to Generative AI, this is becoming a reality.

Article 68

Article 2025 Customer Service 2024 68

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. A set it and forget it approach wont engage todays consumers. My Comment: Does my customer love my loyalty program or not? Regular reviews and updates are essential.

2025 71

2025 Article Customer Service Loyalty Programs 71

ShepHyken

MAY 27, 2020

First, the answer could have sent Jared on a time-consuming search for the videos. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 130

Customer Service Training Customer Service Information Customer Expectations 130

ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), Consumer Reports) Public rants may not get the results you want. The Best Way to Complain to a Company on Social Media by Octavio Blanco.

2021 148

2021 Article Customer Service Social Media 148

ShepHyken

APRIL 9, 2024

In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The survey results are worth paying close attention to.

2024 143

2024 Workshop Customer Service Training Customers 143

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

2021 171

2021 Customer Relationship Management Customer Service Training 2020 171

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

2023 139

2023 Customer Service Customer Experience B2C 139

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. But if you fall short in providing adequate training, you’re just flushing money down the drain. Just kidding!

Article 18

Article 2021 Customer Service Customer Service Training 18

ShepHyken

JULY 5, 2021

It’s about customers having trouble logging into a website. The statistic quoted was that 38% of consumers report login issues as a major struggle point. Something simple as a login should never create friction for your customers. Go to The Customer Focus to learn more about our customer service training programs.

Article 151

Article 2021 Customer Service Loyalty Programs 151

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Create an Emotional Connection with Your Customer. Invest in customer service training for your team and create the best user experience for your clients. .

Customer Experience 148

Customer Experience Management Return on Investment Banking 148

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

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 124

Chief Customer Officer 2022 Customer Service Training Connections 124

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Loyalty programs are not just for consumers. Service and experience have not typically been strengths of consumers/citizens dealing with government agencies. My Comment: A loyalty program for B2B? Absolutely!

Article 136

Article 2021 Customer Service Loyalty Programs 136

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Article 22

Article Customer Service 2023 2022 22

ShepHyken

NOVEMBER 14, 2016

8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? Where customers go, service follows. Customer Experience Moments of Wow by Elizabeth Glagowski.

2016 128

2016 Article Customer Service 2017 128

ShepHyken

DECEMBER 28, 2020

Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer. My Comment: Here is a fascinating article about loyalty and the customer experience. The article starts with the question: “I’m a consumer. So many stats are based on consumer feedback. Corbin Murakami, Sr.

Article 110

Article 2020 Customer Service Loyalty Programs 110

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. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2021 142

2021 Article Customer Service Rewards Programs 142

Win the Customer

NOVEMBER 14, 2016

Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. Let your customers rave. See how one good response can pay for itself over and over again?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 127

Customer Service Customer Service Training Customers Retail 127

ShepHyken

OCTOBER 1, 2018

Three Practical Methods To Boost Consumer Experience Marketing by Yan Zhang. Forbes) Over the years, we have explored various ways that companies can break down some of the challenges regarding the overall consumer experience into smaller issues. Follow on Twitter: @Hyken.

2018 18

2018 Article Customer Service Employee Experience 18

ShepHyken

JULY 12, 2021

My Comment: One of the questions we asked in our soon-to-be-released 2021 Achieving Customer Amazement study was if colleges should require a course in customer service. Out of 1,000 consumers, 65% said, “Yes.” 3 Projects to Help You Deliver Good Customer Service Daily (+ Resources) by Laura Krajewski.

2021 129

2021 Article Customer Service Retail 129

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Customers 127