Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

CSM Magazine

MARCH 10, 2025

While these aspects are crucial, one of the most defining factors of customer experience is the tone of voice a business uses. Whether through help-desk interactions, marketing messages, or automated responses, voice moulds perception and can ultimately determine customer loyalty. What Is a Companys Voice?

Customer Experience 52

Customer Experience Reference Communication Customers 52

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. My Comment: What is a Forever Customer?

Article 62

Article Customer Service Loyalty Programs 2024 62

Kitewheel

OCTOBER 7, 2020

Customer experience leaders also tend to have powerful mobile banking platforms. Customer journey orchestration provides many powerful ways to make the most of the mobile banking experience. How are customers truly using your mobile app? How are customers truly using your mobile app? But this isn’t trivial.

Customer Confidence 52

Customer Confidence Banking Call Center Customer Journey 52

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. Yet, it’s not just the customer paying the price for this breakdown—your business is footing the bill, too, in more ways than one.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. Direct interaction can come in many forms. It can be the traditional customer service team who fields questions and complaints.

Customer Service 169

Customer Service Metrics Customers Interaction 169

InMoment XI

FEBRUARY 7, 2024

It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Hotel customers are no exception.

Hotels 195

Hotels Guest Experience Travel 2023 195

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. That said, the entire interaction, including fifteen minutes spent on hold waiting for the rep, was now approaching twenty minutes and thus far nothing had been resolved. What do you think happened when the new customer service rep came on?

Banking 103

Banking Customer Service Representative Customer Confidence Customer Service Training 103

Gainsight

DECEMBER 18, 2024

In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy wait times or extensive search efforts. Customers are seeking comprehensive, deep content that empowers them to explore solutions independently.

2025 52

2025 Customer Journey Loyalty Customer Satisfaction 52

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. They want channel guidance.

2016 128

2016 Article Customer Service 2017 128

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Find out what the customers’ end goals are.

Hospitality 120

Hospitality Travel Customer Confidence Culture 120

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world.

Article 110

Article 2019 Customer Journey Mapping Customer Service 110

CSM Magazine

DECEMBER 9, 2024

A key element of business success is engaging with customers through digital channels. Customers trust a company with their personal information, including contact details, addresses, and financial information. This category includes online payment processing, customer correspondence, and other factors.

Communication 52

Communication E Commerce E-support Consulting 52

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. What came first, Coronavirus or poor customer service? At the beginning of the pandemic customers understood the difficulties organisations were facing. 3 ways to improve customer service using Artificial Intelligence.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

BirdEye

MARCH 21, 2025

Online reviews are the key to attracting new customers and standing out today. Enter the Google Review QR code , a quick, simple way to make it easier for your customers to leave glowing feedback. A Google review QR code is a scannable code that takes customers straight to your Google Business Profile review page.

Social Media 52

Social Media Feedback Demo Brands 52

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The moment there is inconsistency, you start to lose the customer’s confidence, and ultimately you might lose the customer.

Customer Service 90

Customer Service Loyalty Customer Service Training Customers 90

ShepHyken

SEPTEMBER 11, 2020

He provides tips and insight on the future of your business and your customers’ expectations. This evolution has a huge impact on the interactions between companies and customers. New Customer Behavior. The behavior of customers is changing constantly. This is a turning point. The world is at a turning point.

Customer Experience 103

Customer Experience Customer Confidence Customer Centricity Customer Expectations 103

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. My favorite is the fifth one, teaching to “overmanage the customer experience.

Article 88

Article 2024 Customer Service Magazine 88

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 144

Customer Service Social Media Workshop Customer Service Training 144

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. Customer calls a customer helpline .

Customer Service 98

Customer Service Management E-support B2C 98

ProProfs Chat

DECEMBER 7, 2018

And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. That’s okay. Tweet this.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Customer Service 98

Customer Service Social Media Books Return on Investment 98

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not. Connect with Shep on LinkedIn.

Customer Service 93

Customer Service Workshop Customer Service Training Definition 93

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 102

Blog Omnichannel Average Handle Time Contact Center 102

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. Or are they? ” Agreed!

Article 79

Article 2018 Customer Service Magazine 79

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Psychological Priming.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journey Loyalty Programs Social Media 69

ShepHyken

FEBRUARY 1, 2017

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. Urgency is key to restoring confidence. This situation involved thousands of people who were inconvenienced.

Airlines 100

Airlines Customer Service Customer Service Representative Customers 100

BirdEye

FEBRUARY 4, 2025

While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue. If youre not actively managing it, youre leaving it to online reviews, social channels, and customer sentiment to define your brand reputation.

Brands 52

Brands Management Multi-Channel Social Media 52

ProProfs Chat

APRIL 30, 2020

After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their “Lead with Speed” series special and what’s new for the customers. Months before the event, OnePlus created a hype among its customers. How to Provide Proactive Customer Communication During Coronavirus.

Communication 91

Communication Social Media Measurement Omnichannel 91