ShepHyken

JANUARY 24, 2022

Retail TouchPoints) Brands have always focused on personal touches and customization for consumers, yet a recent eMarketer report found growing concerns around data privacy, with nearly nine out of 10 consumers saying it’s important to them. How to Build Personalized Experiences Your Customers Will Actually Love by Simonetta Turek.

Customer Service 176

Customer Service Customer centricity Personalization Customer Experience 176

ShepHyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Customer Service 166

Customer Service Self service Customer Experience Personalization 166

GetFeedback

JANUARY 31, 2022

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

Personalization 147

Personalization Customer Experience 147

ShepHyken

MARCH 21, 2022

5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. My Comment: This article is as much about AI as it is about personalization. The big benefit reaches the customer in the form of a more personalized experience. State of Consumer Behavior 2022 by Raydiant. Follow on Twitter: @Hyken.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

ShepHyken

DECEMBER 5, 2022

From Thanksgiving celebrations to Christmas festivities, end-of-year reflections, and year-ahead preparations, our personal and professional calendars are likely brimming with activity and commitments. Personalization is more important than ever. An updated loyalty program can help keep you connected to customers.

Customer Service 185

Customer Service Gamification Customer Support Customer centricity 185

Beyond Philosophy

DECEMBER 25, 2021

In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022. 19:03 Ryan shares that his personal learning in 2021 was about work/life balance and that he thinks little improvements in areas of his life lead to more improvements down the road.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

CCNG

JUNE 8, 2022

If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. We truly believe they will have the most significant positive impact on your contact center. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

ShepHyken

JANUARY 31, 2022

The hot topics are personalization, omnichannel, and content marketing (storytelling). There is a level of personal contact that cannot be ignored. 200 Most Powerful Influencers to Follow in 2022 by Engati Team. State of the Contact Center 2022 by Fonolo. How Do You Solve a Problem Like… Eroding Customer Loyalty?

Customer Service 166

Customer Service Contact Center Customer Experience Personalization 166

ShepHyken

JULY 8, 2022

Today we open the main customer service areas in anticipation of 2022. With daily reports of data breaches, today’s consumers are more concerned about the security of their personal information than ever before. Recently, information such as phone numbers and email addresses has become more personalized.

Omni-channel support 176

Omni-channel support Customer Service Multichannel Interactive Voice Response 176

ShepHyken

FEBRUARY 7, 2022

There are simply too many diverse opinions, styles, situations, and personalities to ever enjoy a moment of agreement among your customers. The post 5 Top Customer Service Articles of the Week 2-7-2022 appeared first on Shep Hyken. How to Deal With Angry Customers by Grant Olsen. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service Contact Center Consulting Consulting 38

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom. It’s the human thing to do.

Big data 418

Big data Marketing Personalization Accountability 418

Uniphore

JANUARY 4, 2022

The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Find out at Uniphore Converse 2022 on. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

ShepHyken

MAY 9, 2022

Customers Weigh in: Loyalty is Conditioned on a Personalized Experience by John Nash. Drilling down on that type of information and segmenting your customers will help you scale a personalized experience. The post 5 Top Customer Service Articles of the Week 5-9-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 176

Customer Service Personalization Engineering Surveys 176

ShepHyken

MARCH 14, 2022

In addition to mentioning my stance on over-automation and under-personalization, there are four more ideas/mistakes that will help ensure your customers receive the best experience possible. The post 5 Top Customer Service Articles of the Week 3-14-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Journey mapping 187

Journey mapping Customer Service Entertainment Call Center 187

ShepHyken

JULY 18, 2022

This article hits some of the highlights with the help of the 2022 Experience Trends report. Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. The post 5 Top Customer Service Articles of the Week 7-18-2022 appeared first on Shep Hyken.

Customer Service 35

Customer Service B2B B2C Self service 35

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . On the personal side, it has been different areas for me. From having more of some things and less of others, I have a new, improved outlook for 2022. . This personal lesson translates into business, too.

Personalization 195

Personalization Consulting Consulting Quality management 195

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. The post 5 Top Customer Service Articles of the Week 7-4-2022 appeared first on Shep Hyken. This is exactly how AI is being used today. CMSWire) What’s in your abandoned cart?

Journey mapping 185

Journey mapping Customer Service Customer Experience Contact Center 185

TechSee

DECEMBER 16, 2021

Going into 2022, we’ve got our eye on seven trends that are expected to help call centers deliver service excellence while still keeping a close eye on their bottom line to ensure business continuity in an unstable economic environment. The post 2022 Trends: Imagine the Future of Call Centers appeared first on TechSee.

Call Center 124

Call Center Self service Gamification Contact Center 124

ShepHyken

FEBRUARY 21, 2022

Consistency, building a community via social media, and a personalized approach are just three of the topics the author addresses. The post 5 Top Customer Service Articles of the Week 2-21-2022 appeared first on Shep Hyken. My Comment: Content marketing, done right, is more than just traditional promotion. Follow on Twitter: @Hyken.

Customer Service 185

Customer Service Customer retention Construction Chatbots 185

ShepHyken

MARCH 28, 2022

Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer. Rather, a highly personal story by self-employed writer, Niharikaa Kaur Sodhi, quickly went viral on the professional social networking site. The post 5 Top Customer Service Articles of the Week 3-28-2022 appeared first on Shep Hyken.

Customer Service 166

Customer Service Entertainment Personalization Customer Experience 166

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. The post 5 Top Customer Service Articles of the Week 1-17-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 176

Customer Service Journey mapping outsourcing Customer Experience 176

ShepHyken

OCTOBER 31, 2022

The pandemic is starting to wane and customers are now going back to retail outlets in person. Top 11 Customer Experience Books You Must Read in 2022 by Blair Williamson. My Comment: Thank you to Nextiva for including The Cult of the Customer as one of the “Top 11 Customer Experience Books You Must Read in 2022.”

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

ShepHyken

SEPTEMBER 19, 2022

Many factors contribute to customer loyalty, including brand trust, a positive emotional connection, personalized experiences across channels and actionable insights gained from customer feedback. Personalize the experience. The post 5 Top Customer Service Articles of the Week 9-19-2022 appeared first on Shep Hyken.

Customer Service 166

Customer Service Feedback Customer Experience Personalization 166

ShepHyken

APRIL 11, 2022

When the average person spends $2,000/year, this is a no-brainer bargain. The post 5 Top Customer Service Articles of the Week 4-11-2022 appeared first on Shep Hyken. The article starts with a short case study of Panera which offered all their “Unlimited Sip Cup” to their “members” for $8.99/month. That’s all the coffee you can drink.

Customer Service 166

Customer Service Employee engagement Customer Experience Personalization 166

ShepHyken

SEPTEMBER 26, 2022

The goal is to make the customer feel special with what seems like personalized messages and special access to information that is intriguing enough to get customers to stay or come back. The post 5 Top Customer Service Articles of the Week 9-26-2022 appeared first on Shep Hyken. Enjoy this list! Follow on Twitter: @Hyken.

Customer Service 176

Customer Service Customer retention Analytics Surveys 176

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Personalization 52

Personalization Metrics 52

ShepHyken

MAY 23, 2022

CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. The post 5 Top Customer Service Articles of the Week 5-23-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 166

Customer Service Coaching Customer Support Customer Experience 166

ShepHyken

AUGUST 15, 2022

CMSWire) Listening doesn’t just matter in your personal relationships — it’s vital to your professional ones, too. The post 5 Top Customer Service Articles of the Week 8-15-2022 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. We Listen to Our Customers.

Customer Service 33

Customer Service Surveys Feedback Technology 33

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 166

Customer Service B2B Surveys Best practices 166

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference. appeared first on ChurnZero.

Personalization 52

Personalization Metrics 52

ShepHyken

AUGUST 24, 2022

With that in mind, here’s a short list that includes three must dos if you want to build trust with your customers – and they are within the grasp of any and every person or company: . These are the basic expectations customers might have with the companies they choose to do business with. These three must-dos are the basics.

Customer Service 345

Customer Service Customer Experience Personalization 345

TechSee

FEBRUARY 2, 2022

Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. 5 Innovative Call Center Technologies in 2022. Customers want to feel acknowledged and understood, and more and more companies will be taking customer emotions into account in 2022 and beyond.

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

ShepHyken

MARCH 27, 2023

Consumers Less Trusting Compared to 2022 by Retail Customer Experience (Retail Customer Experience) Consumers have 10% less trust in brands than they did in 2022 and nearly half of consumers are interested in sharing first-party data for a more personalized customer experience. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

VirtualPBX

MARCH 8, 2022

International Women’s Day 2022 is today. And we can’t think of a better time to showcase a person who had a significant impact on our world: an engineer, an inventor, a mother, and an icon in our eyes. International Women’s Day 2022: Meet Dr. Marian Croak. The world of VoIP had to begin somewhere.

voip 98

voip Engineering Technology Personalization 98

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience. Qualtrics, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195