Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

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 277

Customer Experience Big data Technology Chatbots 277

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

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 SaaS Benchmark Technology 0

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 210

Airlines Customer Service Self service Technology 210

Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

Customer Experience 182

Customer Experience 182

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

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Customer Service 44

Customer Service Chatbots Customer Care B2B 44

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 221

Customer Service Finance Contact Center Personalization 221

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 211

Customer Service Airlines Customer Experience Technology 211

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

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 216

Customer Service Customer centricity Education Marketing 216

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 214

Customer Service Self service Customer Care Technology 214

ShepHyken

MAY 1, 2017

Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis. Our goal was to not further chastise brands, but instead call attention to the fact that every company can, at any point, fall to the experiences that customers have and share. Follow on Twitter: @Hyken.

Customer Service 216

Customer Service Transportation Entertainment Airlines 216

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

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 207

Customer Service Airlines Customer Experience Personalization 207

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels. The Most Important Voice In Customer Service by Murph Krajewski. One moment. It’s the support center rep.

Customer Service 61

Customer Service Marketing Customer Experience Technology 61

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 214

Customer Service Customer centricity Customer Experience Management 214

ShepHyken

OCTOBER 9, 2017

Eglobalis ) Companies are shooting themselves in the foot consistently around their customer experience. My Comment: The author starts the article with a great (Tweetable) quote: Quality is the main pillar of any product and service is the main pillar of a great customer experience. by Ricardo Saltz . by Paul Selby.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

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

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 212

Journey mapping Customer Service Customer centricity Chatbots 212

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 211

Customer Service Contact Center Benchmark Big data 211

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

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

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 198

Customer Service Marketing Customer Experience Sales 198

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 203

Customer Service Metrics B2C B2B 203

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

ShepHyken

APRIL 17, 2017

United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. The answer is no and yes and, this is a customer experience lesson for business leaders. My Comment: I couldn’t let this week’s Top Five list get away without at least one article about the United Airlines Customer Service debacle.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

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 261

Customer Experience Entertainment Sales Advertising 261

ShepHyken

JULY 17, 2017

But, if you encounter a good system, or decide to implement one in your company, this article shares a few ways chatbots can positively impact your customer service. 6 successful customer experience strategies – tips from the experts b y Jessie Day. CustomerThink) How do you measure customer service in your organization?

Customer Service 77

Customer Service Chatbots Government Customer centricity 77

ShepHyken

OCTOBER 17, 2016

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

Customer Service 321

Customer Service Customer Care Contact Center Customer Support 321

ShepHyken

NOVEMBER 20, 2017

Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. Hence, unfortunately, when it comes to cost cutting or deprioritizing, customer experience initiatives are the first ones to face the brunt.

Customer Service 97

Customer Service Upselling Personalization Self service 97

Beyond Philosophy

DECEMBER 20, 2017

I always say over 50% of the Customer Experience is influenced by emotion. Learn more about emotions and their significance for your business by signing up for our BRAND NEW PODCAST, The Intuitive Customer ! 7 November 2017. 21 November 2017. < 21 November 2017. < economy is swayed by feelings, too.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

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

JUNE 5, 2017

Brands unclear who should take responsibility for customer experience by Charlotte Rogers. Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Some companies have a Chief Experience Officer.

Airlines 185

Airlines Customer Service B2B B2C 185