TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Follow on LinkedIn.

Customer Service 252

Customer Service Contact Center 2022 Magazine 252

ShepHyken

DECEMBER 7, 2020

Titled “The NOW of Work,” the ebook focuses on what’s new in technology, employee communication and motivation, and more. When you click on their images, their insights appear. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Numerous experts were consulted. And there are nine more!

Article 147

Article 2020 Customer Service Loyalty Programs 147

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Communicate.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

JANUARY 18, 2021

Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. My Comment: Here’s a compilation of customer service and experience experts sharing their insights on B2B trends post-COVID-19. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 127

2021 Article Customer Service B2B 127

ShepHyken

JANUARY 25, 2021

Hear what these Customer Experience leaders have to say by Ganesh Mukundan. Hiver) We spoke to various customer experience thought leaders to get their insights into this topic. We asked them about how customer behavior is likely to evolve this year and how brands should adapt their CX strategy accordingly.

2021 157

2021 Article Customer Service Guest Experience 157

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . The answers given are insightful and may prove useful if you’re looking to revamp your company’s customer engagement in the near future. My Comment: How do you deliver a better customer experience? by Flow XO.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

JULY 12, 2021

Retail Customer Experience) Brand and strategy expert Margo Bloomstein shares insight on what’s happening now as retailers enter the post-pandemic realm and why it’s so important retailers pay attention to what consumers want and expect. Do Companies Really Need Chief Experience Officers to Know Their Customers?

Article 127

Article 2021 Customer Service Retail 127

ShepHyken

JANUARY 11, 2021

by The CX Insights. The CX Insights) Truth be told, in the current business environment where work-from-home has become the new normal, digital experience management is crucial for businesses to provide a wholesome digital customer experience in 2021. Here are ten of them! Thank you to Sharpen for including me in this roundup!).

2021 94

2021 Article Social Media Customer Service 94

ShepHyken

JULY 26, 2021

Here, 15 members of Forbes Business Council share their expert insight on how organizations can leverage AI to enhance their customer service. There is something here for everyone, from a small business dabbling with AI to the major brand using AI to leverage insights that drive CX. What is Customer Retention?

Article 104

Article 2021 Customer Service Contact Center 104

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Follow on Twitter: @Hyken.

Article 112

Article 2019 Customer Service Customer Service Training 112

ShepHyken

FEBRUARY 1, 2021

(B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond. My Comment: Not long ago B2B International interviewed me on their B2B Insights Podcast about customer service and CX. Check it out!

2021 140

2021 Article Customer Service Rewards Programs 140

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? This article may give you some insights as to why. CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? Go to The Customer Focus to learn more about our customer service training programs.

2021 80

2021 Article Rewards Programs Customer Service 80

ShepHyken

FEBRUARY 26, 2020

I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. In Matt’s words, “The world is now on-demand and highly personalized.

Customer Experience 113

Customer Experience Transportation Books Travel 113

ShepHyken

JUNE 2, 2021

These are just two examples of how Amazon is working its way into the day-to-day routines of its customers’ lives. Make doing business with you part of your customers’ regular routines. Have a meeting and ask these two powerful questions: “What could Amazon do to take away our customers?” You need to find ways of doing the same.

Retail 134

Retail Books Advertising Customer Service Training 134

ShepHyken

MAY 3, 2021

Great insights into creating a better CX. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. A video can create an emotional connection.

Article 110

Article E Commerce 2021 Customer Service 110

Integrity Solutions

OCTOBER 27, 2021

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused. Mistakes happen, but people who provide exceptional service go a long way toward cementing loyalty to the brand, even when an issue comes up.

Customer Service 69

Customer Service Banking Customer Service Training Culture 69

ShepHyken

MAY 23, 2022

The author, who happens to be one of the leading experts in the customer service/experience space, uses the different positions and roles in a professional sports organization (including the manager, coaches, doctor, and more) as a metaphor for what it takes to assemble a customer-focused team. Follow on Twitter: @Hyken.

Article 65

Article 2022 Customer Service Sports 65

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. So, what’s your gap?

Article 90

Article 2019 Customer Service Customer Centricity 90

ShepHyken

APRIL 5, 2021

My Comment: This final article for this week’s list is a bit technical, but if you are in the customer support and contact center world, it is an essential read. Here are the stats from recent research that give insights into what customers are experiencing with the multiple channels they are using. Start listening today!

2021 124

2021 Article 2025 Customer Service 124

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

2020 89

2020 Article Customer Service Contact Center 89

ShepHyken

JUNE 14, 2021

RETHINK Retail) A RETHINK Retail special report featuring insights from thought leaders and retail executives. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

2021 95

2021 Article Customer Service Retail 95

ShepHyken

AUGUST 12, 2019

Thematic) This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. My Comment: We know CX (customer experience) is important, but how do you know how important it really is? Follow on Twitter: @Hyken.

2019 98

2019 Article Customer Service ROI 98

ShepHyken

APRIL 18, 2022

Gartner has identified observability as, “…the evolution of monitoring into a process that offers insights to speed innovation and enhance CX.”. Customer Understanding: Why Is It the Cornerstone of Customer-centricity? You must first understand customers and their pain points, problems to solve, and jobs to be done.

Article 70

Article 2022 Customer Service Customer Centricity 70

ShepHyken

DECEMBER 30, 2019

A recent industry report showed that loyalty program members not only spend more and remain customers longer but they are also more likely to spread positive word of mouth. My Comment: Want to get even closer to your most loyal customers? This article includes several insights you need to avoid a customer service disconnect.

Article 111

Article 2019 Customer Service Social Media 111

ShepHyken

SEPTEMBER 7, 2020

MarTech Series) Conducted in partnership with Censuswide, over 8,000 consumers across the UK, US, China and France were surveyed to gain key insights into how consumers are adjusting their in-store shopping behaviors and developing new shopping patterns in today’s world. Of course, that can always change!). Follow on Twitter: @Hyken.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

OCTOBER 3, 2018

He had a commanding presence and shared many insightful thoughts. 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 120

Customer Service Training Customer Service Customers Information 120

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

2021 80

2021 Article Customer Service Customer Retention 80

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

JANUARY 31, 2022

If you haven’t done so, it’s time to focus on empathy tied to customer service and CX. Engati) Whether you’re looking for inspiration, or you’re interested in getting fantastic insights on the latest Customer Experience and Artificial Intelligence trends, Engati CX is the place to be. Thank you, Engati!

2022 65

2022 Article Customer Service Contact Center 65

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2019 108

2019 Article Customer Service Competitive Advantage 108

ShepHyken

MAY 27, 2019

(Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 105

Article 2019 Customer Journey Mapping Customer Service 105

ShepHyken

DECEMBER 23, 2019

Make Your Customer Service Ready For 2020 by CrazyCall. CrazyCall) Get insights, trends, tips, predictions, and advice from industry experts. Get your customer service ready for the next year with the Customer Service Trends 2020 eBook. Share it with your team at work – and your kids at home!

Article 100

Article 2019 Customer Service E Commerce 100

ShepHyken

FEBRUARY 22, 2021

The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc., Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 140

2021 Article Customer Service Customer Centricity 140

ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

2019 94

2019 Article Customer Journey Mapping Customer Service 94

ShepHyken

NOVEMBER 18, 2019

(CMSwire) Everyone has a different approach to what works and why when it comes to the nuances of customer experience (CX), but the foundation boils down to: human-centered design, data-driven insights, and value creation. A short, but good list to drive a better CX; human-centered design, data-driven insights and value creation.

Article 74

Article 2019 Customer Service Retail 74

ShepHyken

DECEMBER 27, 2021

Today the verbal communication between customers and computers is becoming indistinguishable from human-to-human conversations. Here’s an article with some design tips, but will also give you some insight into how powerful interactive AI is going to be. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta.

2021 73

2021 Article Customer Service 2001 73

ShepHyken

AUGUST 16, 2021

TopRank Marketing) Take a look at 10 forthcoming or recently published books that offer an array of fascinating tactics, tips, case studies, and other insight from some of the industry’s top business marketers and subject matter experts. My newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again is included.

2021 91

2021 Article Customer Service Social Media 91