ShepHyken

JANUARY 16, 2017

At the end of their experience, you want your customers to say, “I want to come back for the sequel.”. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017.

Customer Service 224

Customer Service Customer retention B2C Contact Center 224

ShepHyken

JANUARY 9, 2017

Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 45 Ways to Create Better Customer Experiences With Emotion by Michael Becker. 2017 Customer Experience Resolutions by Lynn Hunsaker.

Customer Service 200

Customer Service Analytics Customer Experience Technology 200

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 165

Customer Experience Scripts Self service outsourcing 165

Peter Lavers

DECEMBER 10, 2016

CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. View the list on CustomerGauge.com . Tweet to @PeterLavers.

Customer Experience 100

Customer Experience 100

ShepHyken

DECEMBER 18, 2017

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each. So for now, read the first lesson and enjoy!

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

CustomerGauge

OCTOBER 2, 2017

This year, we learned a lot about how vital customer experience has become in competitive economies. The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge.

Customer Experience 72

Customer Experience Airlines 72

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

ShepHyken

DECEMBER 11, 2017

John Ruhlin is the corporate gifting expert, and in this article, he shares some of his best tips to ensure that the gifts you give will be meaningful, memorable, and wow your customers. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. It was a big task – there were a lot of great stories out there!

Customer Service 192

Customer Service Customer centricity Technology Customer Experience 192

Beyond Philosophy

JUNE 27, 2024

Listen to the podcast: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience. There are typically several things happening.

Real estate 195

Real estate Customer Experience Personalization Accountability 195

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

MAY 22, 2017

(BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. Follow on Twitter: @Hyken.

Airlines 207

Airlines Customer Service Self service Technology 207

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Customer Service 230

Customer Service Best practices Customer retention Customer Support 230

ShepHyken

SEPTEMBER 21, 2018

Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks! .’ – (Source: American Express Customer Service Barometer 2017).

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. Why does my business have such angry customers? Real Business) It’s common knowledge that understanding and fulfilling a consumer’s needs equates to a happier, more satisfied and loyal customer. by John Walls.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Airlines 251

Airlines Customer Service Chatbots Customer Care 251

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. On the 3rd October 2017, the world will once again celebrate CX Day. Or even 1997?

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

ShepHyken

NOVEMBER 6, 2017

If your company wants to truly be focused on delivering an amazing customer experience, then the customer must be at the heart of every strategic decision that is made. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 213

Customer Service Customer centricity Education Marketing 213

ShepHyken

AUGUST 14, 2017

to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. How to Justify the Importance of Customer Experience by Nitish Gautam. The answer lies in improving Customer Experience (CX). Will AI Replace Humans In The Customer Service Industry?

Customer Service 205

Customer Service Airlines Customer Experience Technology 205

ShepHyken

OCTOBER 16, 2017

(TechRepublic) Companies including Alibaba, Lexus, and Uber use both human and automated customer service to deliver the best results, according to a report from MIT Technology Report and Genesys. My Comment: The companies that use AI (Artificial Intelligence) effectively have figured out an important part of the AI customer experience.

Customer Service 196

Customer Service Marketing Customer Experience Sales 196

Myra Golden Media

JANUARY 2, 2018

As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017. I’d love to hear some of your favorite books from 2017, or to just hear about what you’re reading right now. In fact, I had to slip a bookmark in my current read just to write this post for you. Share with me some great reads!

Customer Service 120

Customer Service Customer Experience 120

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

NOVEMBER 27, 2017

Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer. CIOs need to focus on customer experience now by Zavalaeus Kerr. 6 Key Statements to Propel Your Customer Experience Program by Bill Price. Follow on Twitter: @Hyken.

Customer Service 192

Customer Service Surveys Customer Experience 192

CustomerGauge

MAY 17, 2017

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […].

Airlines 72

Airlines Customer Experience 72

ShepHyken

SEPTEMBER 11, 2017

Believing These Five Customer Experience Myths Could Stunt Your Company’s Growth by Holly Chessman. One great way to gain a competitive edge is to improve customer experience. My Comment: What you think may be creating a better service experience for your customers may be driving them away.

Customer Service 209

Customer Service Self service Customer Care Technology 209

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. You most likely have heard the Nordstrom story of the customer returning a set of tires. The cost of NOT focusing on Customer Experience by Ian Golding. (I

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 330

Customer Experience Entertainment Sales Healthcare 330

ShepHyken

OCTOBER 2, 2017

‘Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Wharton School) Companies carefully craft the products they sell to customers, but rarely do they give the same thoughtfulness to designing what could be the most critical part of the sales process: customer experience.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

OCTOBER 23, 2017

Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-ha ve” state of mind? My Comment: Part of an amazing customer experience can be driven by technology. Impulse service on steroids by Chip Bell.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

SEPTEMBER 18, 2017

3 Techniques to Help you Really Understand your Customers by Shay Namdarian. Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. Five, in fact. Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Customer centricity Customer Experience Management 209

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

JANUARY 30, 2017

Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

Customer Service 205

Customer Service Airlines Customer Experience Personalization 205

ShepHyken

AUGUST 28, 2017

Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Business Over Broadway) The tools and methods of artificial intelligence, machine learning and predictive analytics will play a major role in helping businesses better understand and manage the customer experience. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Contact Center Benchmark Big data 205

Topdown

JANUARY 5, 2017

So what can we in the business of customer experience (CX) management expect in the coming year? Writing for Forbes, Tom Popomaronis ( @tpopomaronis ) cites Scott Horn, CMO of [24]7 , to make 5 Bold Expert Predictions for 2017 :

Customer Experience 59

Customer Experience Management 59

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. 1 Lesson Every Entrepreneur Can Learn From Elon Musk On Customer Experience by Lisa Calhoun. Here are my top five picks from last week.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

ShepHyken

JUNE 12, 2017

Team level metrics The goal was to identify companies with successful support teams and see what metrics they used to assess performance and continually improve the customer experience. My Comment: This is an excellent roundup of 27 experts from many different companies talking about how they measure their customer service and support.

Customer Service 199

Customer Service Metrics B2C B2B 199

ShepHyken

FEBRUARY 20, 2017

Customer Experience Excellence Centre Analysis by Nunwood. KPMG) For seven years the Excellence Centre has been comprehensively researching the UK and US markets through the Customer Experience Excellence (CEE) programme. Pay attention to their six pillars of customer experience, especially the one on personalization.

Customer Service 216

Customer Service Finance Contact Center Personalization 216