ShepHyken

OCTOBER 24, 2016

The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Government 302

Government Customer Service Customer Care Personalization 302

ShepHyken

SEPTEMBER 19, 2016

The post 5 Top Customer Service Articles For the Week of September 19, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Chatbots CRM Technology 0

ShepHyken

NOVEMBER 7, 2016

The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer advocacy 313

Customer advocacy Customer Service Marketing Management 313

ShepHyken

OCTOBER 10, 2016

The post 5 Top Customer Service Articles For the Week of October 10, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

ShepHyken

SEPTEMBER 26, 2016

The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Journey mapping 309

Journey mapping Customer Service Contact Center Airlines 309

ShepHyken

SEPTEMBER 12, 2016

The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

ShepHyken

DECEMBER 12, 2016

The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 280

Customer Service Chatbots Metrics Contact Center 280

Beyond Philosophy

JANUARY 7, 2016

In 2016, some organizations will focus on the superficial emotional side and will fall further behind more advanced organizations examining the deeper subconscious and psychological emotional influences in Customer Experience. Predictive analytics are key to improving Customer Experience in 2016. My Prediction . My Prediction.

Employee engagement 186

Employee engagement Big data Analytics Education 186

Beyond Philosophy

JANUARY 27, 2016

The post Big CX Idea for 2016: Not Despite but Because appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Colin is an international author of five bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

Metrics 236

Metrics Consulting Consulting Customer Experience 236

ShepHyken

JUNE 13, 2016

The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. The Service Manager) From leveraging self-service tool for personalisation to embracing an omni-channel customer servicing, here are eight trends in customer experience that are going to be relevant to most businesses in 2016. Follow on Twitter: @Hyken.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

DECEMBER 19, 2016

The post 5 Top Customer Service Articles For the Week of December 19, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 241

Customer Service Marketing Customer Care Technology 241

ShepHyken

JUNE 6, 2016

The post 5 Top Customer Service Articles For the Week of June 6, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service Customer Experience Customer Support 213

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. The post 5 Top Customer Service Articles For the Week of June 27, 2016 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. Follow on Twitter: @Hyken.

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

ShepHyken

AUGUST 1, 2016

The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

DECEMBER 26, 2016

The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

ShepHyken

JULY 4, 2016

The post 5 Top Customer Service Articles For the Week of July 4, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

ShepHyken

AUGUST 29, 2016

The post 5 Top Customer Service Articles For the Week of August 29, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

AUGUST 8, 2016

The post 5 Top Customer Service Articles For the Week of August 8, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 200

Customer Service Self service Call Center Customer Support 200

ShepHyken

AUGUST 22, 2016

The post 5 Top Customer Service Articles For the Week of August 22, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ShepHyken

JULY 11, 2016

The post 5 Top Customer Service Articles For the Week of July 11, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

JUNE 20, 2016

The post 5 Top Customer Service Articles For the Week of June 20, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

ShepHyken

SEPTEMBER 5, 2016

The post 5 Top Customer Service Articles For the Week of September 5, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

JULY 25, 2016

The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 195

Customer Service B2C Personalization Metrics 195

Beyond Philosophy

FEBRUARY 14, 2020

Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before. However, it also gave them direct access to us.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

MAY 30, 2016

The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Brand ambassadors 180

Brand ambassadors Customer Service Surveys Self service 180

ShepHyken

JULY 18, 2016

The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 174

Customer Service Marketing Customer Experience 174

Beyond Philosophy

OCTOBER 12, 2016

As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days. To learn more about these fascinating and compelling concepts for business, please read our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016).

Personalization 419

Personalization Consulting Consulting Customer emotions 419

ShepHyken

AUGUST 15, 2016

The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken .

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. 8 September 2016. Now the question becomes what should Wells Fargo do next? million deposit accounts and over 500,000 credit accounts in all.

Banking 352

Banking Accountability Consulting Consulting 352

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

ShepHyken

SEPTEMBER 13, 2016

This year the dates are October 3-7, 2016.) Shep Hyken speaks with writer, speaker, and President of the International Customer Service Association ( ICSA ), Bill Gessert about National Customer Service Week.

Customer Service 302

Customer Service 302

Beyond Philosophy

FEBRUARY 27, 2017

It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within. If you found this interesting, you might also enjoy: Eyes on the Customer Experience Prize: Will 2016 (Finally) Be the Year of the Emotionally-Driven Employee Ambassador?

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. By 2016, he was right about his predictions following the JetBlue interaction. In other words, brands behave like humans in these channels.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

FEBRUARY 21, 2020

Brand personification is a fundamental principle of the concept of Conversational Commerce first introduced in 2016 by Chris Messina, tech expert, and inventor of the hashtag. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Chatbots 395

Chatbots Consulting Consulting Technology 395

Callminer

JULY 10, 2016

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

Education 182

Education Customer Service 182

ShepHyken

DECEMBER 14, 2016

. — Arash Markazi (@ArashMarkazi) November 20, 2016. — CSA Citizen (@Genealogy123) November 21, 2016. — Ray Montgomery (@Sofisdad) November 21, 2016. — Big Al (@BigAl_BSTX) November 21, 2016. — Big Al (@BigAl_BSTX) November 21, 2016. Does the right thing even when no one is looking.

Personalization 248

Personalization Customer Service Management 248

Beyond Philosophy

OCTOBER 26, 2016

To learn more about managing and exceeding your customer’s expectations register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! The Apple Store Will Be No More!

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419