ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance. Connect with Shep on LinkedIn.

2024 88

2024 Article Customer Service E Commerce 88

ShepHyken

JULY 7, 2024

5 Big Ways to Turn up the Voice of Your Customer in Your Marketing by Bunny Tharpe (MarTech) What your customers have to say about their experiences with your brand should inspire and drive innovation in your marketing. My Comment: Do your customers talk about you and your products and/or services?

Article 85

Article Customer Service 2024 Workshop 85

ShepHyken

MARCH 31, 2024

For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces. Why stagnate when you can innovate? My Comment: Influencer Marketing is part of the customer experience.

Article 90

Article Customer Service 2024 Government 90

ShepHyken

JUNE 23, 2024

And in point number four, she reminds us that a great customer experience requires a great employee experience. 7 Ways Generative AI Can Drive Innovation in CX Strategies by Foundever (Foundever) Companies are continually searching for innovative ways to enhance their customer experience (CX) strategies.

Article 71

Article Customer Service 2024 Loyalty Programs 71

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

E Commerce 75

E Commerce Article 2024 Loyalty Programs 75

ShepHyken

JUNE 5, 2023

How ChatGPT Will Enhance Retail Customer Experience by Judy Mottl (Retail Customer Experience) Unless one has been living under a rock the big buzzword of customer experience, seen everywhere and anywhere, is now ChatGPT. Connect with Shep on LinkedIn.

Article 16

Article Customer Service 2023 Retail 16

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. The stakes are high and the opportunities are endless. Connect with Shep on LinkedIn.

Article 85

Article 2024 Hotels Customer Service 85

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

2024 88

2024 Article Customer Service Government 88

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 65

Article Customer Service 2023 Loyalty Programs 65

Calabrio

APRIL 11, 2025

This involves in-depth call center customer service training in both hard and soft skills (empathy, communication, problem-solving), more detailed product/service education, and process mastery. Omnichannel Service: If applicable, training on managing interactions consistently across multiple channels (e.g.,

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. Siegel+Gale put the figure at 57%.

2023 14

2023 Article Customer Service 2009 14

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 88

Article 2023 2028 Customer Service 88

ShepHyken

JUNE 19, 2023

Whether you have a small business or a large brand, some tips and ideas in this article will help you attract and keep your customers. Apple’s Vision Pro and Steve Jobs’ Legacy of Customer-Centric Innovation by Justin Racine (CMSWire) Steve Jobs was known for his unwavering commitment to what he believed was best for consumers.

Article 15

Article Net Promoter Score Customer Service 2023 15

ShepHyken

APRIL 24, 2023

Fellow customer experience expert, Dan Gingiss, takes this concept to the business world and recommends we start a CX Spring Cleaning Project with plenty of ideas on how to do so. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. It has also sparked anxiety.

Article 13

Article Customer Service Loyalty Programs 2023 13

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. Connect with Shep on LinkedIn.

Article 71

Article 2023 Customer Service Loyalty Programs 71

ShepHyken

OCTOBER 23, 2023

Trust is the difference between a satisfied customer and a loyal customer. Five Ways AI Can Optimize The Customer Journey by Robyn Rawlings (Chief Executive) Enter artificial intelligence (AI): one of the most promising innovations of the 21st century. Connect with Shep on LinkedIn.

Article 69

Article Customer Service 2023 Contact Center 69

ShepHyken

JUNE 11, 2023

Four Tips for Keeping Your Employees Happy by Retail Technology Innovation Hub (Retail Technology Innovation Hub) Having happy employees brings a business many benefits, and it ensures that you’re not going to have a high employee turnover. Some companies consider a CX initiative as a short-term plan. Connect with Shep on LinkedIn.

Article 62

Article Customer Service B2B 2023 62

ShepHyken

OCTOBER 16, 2023

Beyond Products: How Brands Are Cultivating Trust in the Age of Customer-Centricity by Sohaib Ahmed (Total Retail) In the last few decades, the market has witnessed a gradual power shift between brands and consumers. Previously, brands would work on their ideas and develop a product or service that they believed would help customers.

Article 13

Article Customer Service 2023 Customer Centricity 13

ShepHyken

FEBRUARY 25, 2024

My Comment: Our friends at Call Centre Helper in the UK have compiled comments from some well-known customer service and CX experts (myself included) on how to reduce AHT (average handle time) with a customer without sacrificing the quality of the experience. Customer service trends to watch in 2024 by St.

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2024 Article Customer Service Average Handle Time 67

ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Still, I don’t think we should give up on it.

2024 73

2024 Article Customer Service Customer Journey 73

ShepHyken

JANUARY 7, 2024

6 Retail Loyalty Programs With Something To Offer In 2024 by Jenn McMillen (Forbes) If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. It must become part of the company’s values. Connect with Shep on LinkedIn.

2024 73

2024 Article Customer Service Contact Center 73

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

2023 12

2023 Article Customer Service Magazine 12

ShepHyken

MAY 28, 2023

Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. 5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books.

2023 66

2023 Article Customer Service Books 66

Comm100

NOVEMBER 14, 2017

Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team. Jeremy Watkin – Bringing the right people and technology together to deliver AWESOME customer experiences.

Customer Service 63

Customer Service Customer Service Training Call Center Download 63

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Pete Abilla.

2022 10

2022 Customer Service Social Media Customer Centricity 10

ShepHyken

JUNE 9, 2024

Customers want to feel a personal connection, a sense of belonging, a level of emotional engagement, and an easy experience—all of which can get a customer to say, “I’ll be back!” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 85

Article Sports Customer Service 2024 85

ShepHyken

MARCH 17, 2025

In other words, Be Real (or Authentic) What customer wants to do business with a company or brand that is not authentic? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. This short article shares the benefits and examples of what it takes to be authentic.

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Article 2025 Customer Service Contact Center 82