ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 191

Customer Service Contact Center Customer centricity Banking 191

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. The next step is loyal repeat business.

Customer Service 231

Customer Service Government Customer centricity Customer Experience 231

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person?

Customer Service 231

Customer Service Self service Marketing Personalization 231

CCNG

FEBRUARY 28, 2024

What are some of the hybrid workforce best practices you should consider adopting for 2024? The most significant factor driving this desire to be part of a hybrid workforce is the balance between their work and personal lives. However, it’s not just about their personal lives.

Best practices 195

Best practices CCNG Surveys Technology 195

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. Everyone wants a frictionless experience, personalization, and better overall experiences. You’ll have to read the article.

Customer Service 224

Customer Service Banking Enterprise Customer Experience 224

ShepHyken

NOVEMBER 11, 2024

One of the Big Retail CX Trends of 2024? Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customer service is often defined by transactions that fulfill a stated need. However, customer experience goes far beyond need fulfillment.

Customer Service 185

Customer Service Surveys Feedback Chatbots 185

ShepHyken

APRIL 22, 2024

How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott (AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique.

Customer Service 231

Customer Service B2B B2C Advertising 231

ShepHyken

MARCH 25, 2024

How to Leverage AI for a Better Customer Experience by Hasan Saleem (FastCompany) The intersection of AI and customer experience has paved the way for innovative, efficient, and personalized interactions between businesses and consumers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Customer Service 224

Customer Service Call Center Call center experience Chatbots 224

ShepHyken

JANUARY 21, 2024

My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. In addition, there is information on convenience, personalization, and much more. Here are my top five picks from last week.

Customer Service 172

Customer Service Advertising Chatbots Self service 172

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 156

Customer Service outsourcing Customer Support Chatbots 156

ShepHyken

FEBRUARY 12, 2024

How can AI be used to personalize and contextualize customer experiences in contact centers? When creating a positive customer experience, understanding the value of personalization and empathy is crucial. What are the challenges in finding the right balance between technology and human support in customer experiences? Tune in!

Brand ambassadors 400

Brand ambassadors Contact Center Healthcare Self service 400

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 171

Customer Service B2C B2B Customer Care 171

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

Customer Service 191

Customer Service Self service Personalization Customer retention 191

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Customer Service 197

Customer Service Advertising B2C Big data 197

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. First, the subtitle of the article mentions personalization.

Customer Service 207

Customer Service B2C B2B Customer Experience 207

ShepHyken

JANUARY 1, 2024

2024 Predictions: Better Customer Experience Is on the Way by Chris Wood (MarTech) Marketers will improve customer experience in 2024 so brands can remain competitive and demonstrate to customers that they matter. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox.

Customer Service 166

Customer Service B2C Feedback Marketing 166

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. The lesson? Outcome : Progress at last!

Self service 109

Self service Enterprise Finance Healthcare 109

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. 6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com (Africa.com) Customer experience has fundamentally changed. My favorite touches on personalization.

Customer Service 178

Customer Service Gamification Customer retention Customer Experience 178

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. My Comment: I like this article, which shares some of the big trends in customer service and CX, tells us why and then suggests what we might do with the information. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 216

Customer Service B2B Chatbots Education 216

Momentum Telecom

MAY 30, 2024

“We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communications Product of the Year,” said Rick Garcia, EVP of Product & Modern Workplace at Momentum. Momentum was also recently recognized as a 2024 Internet Telephony Product of the Year winner for SD-WAN.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 134

Entertainment Marketing Best practices Technology 134

ShepHyken

JULY 29, 2024

His three ideas that drive brand loyalty include personalization, proactive and reliable customer service, and effective resolutions for customers. 4) Customize your customers’ preferences, which is another way of saying personalize the experience. My Comment: How do you get customers to say, “I’ll be back?”

Customer Service 224

Customer Service Chatbots Morale Self service 224

ShepHyken

AUGUST 11, 2024

The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. My Comment: A good loyalty program helps drive repeat business and, according to the author of the article, is a good strategy for referrals and recommendations. But there’s more.

Customer Service 231

Customer Service Self service Airlines Government 231

ShepHyken

JULY 7, 2024

Customer Journey AI: The Future of Customer Experience by Rebekah Carter (CX Today) Virtually every company is investing in the latest AI solutions to help them boost workplace efficiency and productivity, deliver more convenient and personalized customer experiences, and reduce costs.

Customer Service 224

Customer Service Best practices Marketing Customer Experience 224

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self service 124

Self service Consulting Consulting Contact Center 124

ShepHyken

AUGUST 25, 2024

Personally, I think a good self-service experience (for most businesses) is imperative to the overall success of your customer experience goals. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand. It should support and augment it.

Customer Service 231

Customer Service Customer centricity Chatbots Self service 231

ShepHyken

SEPTEMBER 1, 2024

And when you combine that with certain segments of retail, such as beauty and personal care or health and wellness, you have a customer that buys on a routine basis. Building Hyper-Personalized Customer Experience in Digital: Time to Take Things Personally? Let’s see how Hyper-Personalization helps in meeting those expectations.

Customer Service 197

Customer Service Customer centricity Personalization Customer Experience 197

ShepHyken

JUNE 2, 2024

15 Expert Insights On How To Elevate Customer Service With Chatbots by Forbes Expert Panel® (Forbes) Chatbots provide a convenient first line of customer service, but there are times when users need more personalized assistance.

Customer Service 224

Customer Service Chatbots Metrics Consulting 224

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. You may think I am crazy.

Customer Service 185

Customer Service Contact Center Customer Experience Call Center 185

ShepHyken

MARCH 26, 2024

Perhaps it was a person who was helpful, knowledgeable, and friendly, which, by the way, are the three experiences customers say are most likely to get them to come back, according to our 2024 CX research (sponsored by RingCentral ). They made your experience enjoyable and easy.

Entertainment 248

Entertainment Education Personalization Customer Service 248

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. We love data-driven insights,” he says. “We

Upselling 109

Upselling SaaS Accountability Enterprise 109

ShepHyken

OCTOBER 6, 2024

There are some other compelling stats, and one of the ways to create a personalized experience is to get customer data. That’s almost four of ten customers! The article suggests that coupons, discounts, loyalty points, rewards, and more incentives are ways to go about it.

Customer Service 216

Customer Service Customer emotions Customer Experience Marketing 216

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

ShepHyken

MAY 13, 2024

Personalization. The article shares a simple formula to measure churn and offers several suggestions on how to decrease it. 6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. Ease of use.

Customer Service 207

Customer Service Customer retention Metrics Advertising 207

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

SaaS 97

SaaS Enterprise Engineering Technical Support 97

TeamSupport

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support. Needless to say, the stakes are high.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self service 109

Self service Consulting Consulting Contact Center 109