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

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

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

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

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

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

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

Service Untitled

SEPTEMBER 17, 2012

Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. So how do we build and maintain customer loyalty? Even negative feedback can help to bring about customer loyalty. Offer reward programs for loyal customers.

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

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

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. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

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

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better. It’s a simple idea.

Article 21

Article 2021 Customer Service E Commerce 21

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

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

ShepHyken

FEBRUARY 16, 2022

When you make a customer smarter, at least two things are happening. One, you’re showing off your knowledge in such a way that is all about the customer, and not just about how much you know. And second, you’re eliminating confusion, which creates clarity and confidence. . Just make your customers smarter. .

Customer Service Training 138

Customer Service Training Customers Information Loyalty 138

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. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

Customer Service 169

Customer Service Metrics Customers Interaction 169

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. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver.

Article 110

Article 2019 Customer Journey Mapping Customer Service 110

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

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Value Vectors by Vecteezy.

Net Promoter Score 81

Net Promoter Score Reference Loyalty Customer Confidence 81

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. My Comment: What drives loyalty?

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

DECEMBER 19, 2018

As I started to perform more and more for money, I could afford to be a regular customer of Al’s. It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. I met Al when I was a teenager.

Customer Service Training 124

Customer Service Training Reference Customers Books 124

ShepHyken

DECEMBER 26, 2018

This quote makes me think about the different reasons behind why a customer chooses to do business with a company. Those companies that get customers because of low price will lose those customers when someone else has a lower price. The loyalty to the company is because of price, not the company.

Culture 134

Culture Customer Service Training Books Customers 134

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

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch. So, how do you get feedback?

2018 93

2018 Article Customer Service Automotive 93

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment .

Customer Service 93

Customer Service Management 2023 2022 93

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

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

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Every employee working with customer data needs to consider their treatment of data very carefully.

Blog 108

Blog Customer Experience Government Article 108

CSM Magazine

FEBRUARY 28, 2025

Beyond the immediate financial losses, fraud also inflicts serious reputational damageundermining customer trust and incurring the scrutiny of regulators. News of compromised accounts or large-scale fraud can spread rapidly, shaking customer confidence and even causing long-term brand damage.

Government 52

Government Financial Banking Technology 52

ShepHyken

FEBRUARY 11, 2022

He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Maybe they read a handful of 5-star customer reviews, perhaps your product page really stuck out to them.

E Commerce 71

E Commerce Customer Experience Loyalty Programs Loyalty 71

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. How about you? Don’t settle for ordinary.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

ProProfs Chat

JANUARY 17, 2020

The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . But, what exactly is this SaaS customer lifecycle? What is SaaS Customer Lifecycle. But before you set out to follow any trend, it is important that you first understand what the SaaS customer lifecycle entails for you. Engagement.

Customers 107

Customers Customer Journey Presentation Brands 107

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

ShepHyken

OCTOBER 10, 2018

And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty. Follow on Twitter: @Hyken.

Customer Service Training 124

Customer Service Training Loyalty Article Information 124

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

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

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