ShepHyken

FEBRUARY 27, 2017

Customers do want quick automated service, until they need to talk to a person. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. 7 Foundations Of A Great CX Program by Ben Motteram.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Airlines Customer Experience Personalization 205

ShepHyken

NOVEMBER 20, 2017

One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. One of the big topics driving the customer experience today is “personalization.” And, it’s free. Great article.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ShepHyken

OCTOBER 23, 2017

Why personalization is key for retail customer experiences by Jim Dicso. My Comment: Personalization is a major trend. That said, this article from RetailCustomerExperience.com shows a number of ways to think about your organization’s personalization strategy. The future is now! It’s not just for retail, but all industries.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

APRIL 10, 2017

My Comment: This short article showcases the growing trend of personalizing a customer’s experience. Companies are embracing customer data as a purposeful way to deliver a personalized experience, which can lead to repeat business. The post 5 Top Customer Service Articles For the Week of April 10, 2017 appeared first on Shep Hyken.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ShepHyken

JANUARY 2, 2017

When AI (artificial intelligence) kicks in and delivers personalized and relevant messages to the customers – the kind they want and when they want them. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. And, what can make that message even better? Follow on Twitter: @Hyken.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

OCTOBER 30, 2017

ICMI recently found that 92% of consumers say an agent’s perceived happiness affects their personal customer experience. The post 5 Top Customer Service Articles For the Week of October 30 2017 appeared first on Shep Hyken. Not according to Murph Krajewski, VP of Marketing at Sharpen, who has a different take. by Joseph Michelli.

Customer Service 60

Customer Service Marketing Customer Experience Technology 60

ShepHyken

OCTOBER 2, 2017

In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses. The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

ShepHyken

OCTOBER 16, 2017

Customers will accept an AI customer support alternative as long as they can quickly and conveniently (and sometimes invisibly) switch to a live person. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. The best companies know when it’s time to move away from the machine.

Customer Service 196

Customer Service Marketing Customer Experience Sales 196

ShepHyken

JUNE 12, 2017

His big emphasis was on the personalized experience. The post 5 Top Customer Service Articles For the Week of June 12, 2017 appeared first on Shep Hyken. (Loyalty 360) Loyalty360 caught up with Imagine Experience founder and CEO Bill McCoy to get his assessment on the state of Customer Experience. Make it all about them.

Customer Service 199

Customer Service Metrics B2C B2B 199

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. This article highlights how they are keeping up with the very popular trend of customer personalization. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. And, who doesn’t want that!

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

PeopleMetrics

JANUARY 20, 2025

Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback.

Analytics 118

Analytics Airlines Feedback Surveys 118

ShepHyken

OCTOBER 17, 2016

Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. CustomerThink) not only can your company build and retain customer loyalty through an improved, invigorated customer experience in 2017, you will likely own a valuable strategic advantage over competitors if you invest in that experience today.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

JULY 24, 2017

The supervisor knows a conversation is about to start and the other person is upset and possibly angry. The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken. You have a strong desire to feverishly bolt away from your desk, arms flailing in the air, screaming. You know what lies ahead.

Customer Service 72

Customer Service Self service Accountability Customer Experience 72

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. In other words, they can’t prove financial success.

Customer Service 149

Customer Service Self service Customer retention B2B 149

PeopleMetrics

JANUARY 30, 2025

When I wrote Listen or Die in 2017, we were witnessing a major shift in how businesses captured customer feedback. Now AI is taking VoC to another levelhelping companies analyze unstructured feedback, eliminate bias, predict customer needs, and personalize follow-ups at scale. But AI alone isnt enough.

Telecommunications 110

Telecommunications Surveys Feedback Call Center 110

Beyond Philosophy

OCTOBER 25, 2017

Milliman and his team theorized that slow music caused people to slow down and see more items they needed in the store (like cookies, as a completely random and not at all personal example). 4 October 2017. 16 October 2017. < To read the full study, please click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Trust allows your Customers to feel comfortable handing you their business (and personal information).

Self service 402

Self service Best practices Customer Experience Call Center 402

PeopleMetrics

JANUARY 29, 2025

In 2017, these two disciplines were starting to converge. Empathy and Creativity: Humans bring the personal touch to customer interactions, building loyalty in ways AI cant. In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research.

Marketing 116

Marketing Airlines Surveys Feedback 116

SharpenCX

NOVEMBER 17, 2021

And, Spotify’s subscriber base has nearly doubled since 2017. Even when something goes wrong, Spotify delivers a personal and unique customer experience. They make their customer experience as personal as possible. They’re pros at gathering customer data and using AI to generate the most personal experience possible.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Instead, the Kibo report revealed that price officially shares power with personalization and fulfillment. More so every day. What do you think?

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” The interactions a customer has on your company’s website will be different than over the phone or in person. I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable.

Journey mapping 250

Journey mapping Customer Service Sales Personalization 250

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ Maybe you should personal shop yourself? ‘45%

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Temkin, 2017) After a bad experience, 30% of consumers tell the company, 50% tell their friends, and 15% provide feedback online. Lumoa , 2018) Compared with the detractors, promoters are 4.2x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

SEPTEMBER 18, 2016

Wells Fargo should attend our global book launch webinar for my new book, ‘The Intuitive Customer’ Palgrave MacMillan 2017 and find out how to manage your Customer Experience through the use of behavioural economics. These decisions were made at the sales person level, but each of them had a manager.

Banking 416

Banking Construction Accountability Sales 416

Contact Center Pipeline

JULY 11, 2017

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award.

Contact Center 213

Contact Center Personalization Management Customer Service 213

Contact Center Pipeline

SEPTEMBER 6, 2017

The personal and financial losses revealed […]. Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons.

Contact Center 157

Contact Center Personalization Call Center 157

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Building Relationships: AI can flag at-risk customers, but personalized outreach is what rebuilds trust and loyalty.

Metrics 118

Metrics Surveys SaaS Wait times 118

ShepHyken

NOVEMBER 28, 2016

Here are five good ideas – and I’m especially partial to number three, which is about personalized recommendations. AI can remember more about a customer than is humanly possible, and the machine (computer) can make some excellent recommendations to personalize the CX.

Customer Service 287

Customer Service Sales Customer Experience Personalization 287

PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Feedback 77

Feedback Marketing Personalization Technology 77

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. That data gives marketers the knowledge required to build compelling messaging and advertising.

Marketing 512

Marketing Advertising Big data Personalization 512

ShepHyken

AUGUST 17, 2021

This is a key personality trait. in 2017 after 10 years with the company in senior leadership roles. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving. It’s right up there at the top of the list. – Coordinating with others is important.

virtual call center 267

virtual call center Call Center Enterprise Customer Care 267

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. <

Customer centricity 498

Customer centricity Government Consulting Consulting 498

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. Surprising.

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

Beyond Philosophy

APRIL 18, 2017

In every other category, from breakfast cereals to personal care items to laptops, at least two thirds of people shopped around. Understand what the customer is experiencing as he or she first begins interacting with your brand, whether that’s on a website, through social media, or in person. Not Meeting Your Targets? Here’s Why.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

AUGUST 9, 2017

And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? LAST CHANCE to register for our FREE, informative 60-minute webinar, Employee Ambassadorship: Realizing and Optimizing Stakeholder Value on August 10th , 2017 at 11 am Eastern Time (USA).

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Read Shep’s latest Forbes Article: Kidbox: A Boxful Of New Ideas For Customer Engagement And Personalized Experiences. Shep Hyken.

Government 234

Government Technology Benchmark call center software 234