ShepHyken

OCTOBER 11, 2019

As a reader of Shep’s blog, I’ll assume you know you’re in the people business. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). How have leaders at Airbnb crafted a 21 st -century customer experience?

Technology 253

Technology Customer Experience Personalization Engineering 253

ShepHyken

SEPTEMBER 13, 2019

This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

Customer Experience 282

Customer Experience Technical Support Self service Best practices 282

ShepHyken

DECEMBER 14, 2018

Also, we could see new customer experience -centric security controls place a bigger strain on budgets. Chanice Henry is the Editor of CX Network where she produces a range of premium-level content for senior customer experience, service, insight, digital and marketing leaders. appeared first on Shep Hyken.

Customer Experience 268

Customer Experience Government Coaching Customer retention 268

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. Of course, this is with good reason. What You Can Do.

Feedback 250

Feedback Customer Experience Abandon rate Surveys 250

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! Read Shep’s latest Forbes Article: Ten Ways To Celebrate National Customer Service Week.

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 344

Technology Customer Experience Complaint resolution Gamification 344

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

ShepHyken

APRIL 6, 2018

This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. This brings down the time it takes to fix bugs and usability issues on the user’s end and thus contributes to a better customer experience.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

MARCH 29, 2019

Customer experience comes first. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. As a result, you entice more customers, and the first stage of ensuring a rewarding customer journey is complete.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

ShepHyken

JULY 19, 2019

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. 44% of customers are frustrated when companies fail to deliver relevant, personalized shopping experiences.

Customer Experience 251

Customer Experience Technology Personalization 251

ShepHyken

SEPTEMBER 14, 2018

Especially or pages with high bounce rates where customers seem to be leaving in droves, use proactive chat to make a window appear and address any concerns before they leave the page. The post Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business appeared first on Shep Hyken. Max Out Your Chats.

Analytics 719

Analytics Sales Banking Technology 719

Callminer

MAY 18, 2022

Read this blog to learn a few ways to start improving your customer experience today. Delivering great CX might not be the simplest thing to do, but it is well worth the effort.

Customer Experience 345

Customer Experience 345

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Leverage Your Data.

Interactive Voice Response 247

Interactive Voice Response Customer Experience Self service Contact Center 247

Callminer

AUGUST 12, 2024

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn how automation plays an important role in CX.

Technology 182

Technology Customer Experience 182

Callminer

JUNE 2, 2021

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that.

Customer Experience 345

Customer Experience 345

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Most importantly, this ensures customers have a great shopping experience any time they visit.

Customer Experience 281

Customer Experience Technology Enterprise Analytics 281

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. Online Reviews and Customer Service.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. The chance to shock and awe your customers will arise when they present you with a problem that needs solving.

Customer Experience 297

Customer Experience Personalization Customer Service Marketing 297

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. 67% would pay more for a better customer experience.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. Choose your sales contest focus.

Sales 182

Sales Customer Experience Upselling Management 182

Callminer

MARCH 3, 2021

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.

Customer Experience 390

Customer Experience 390

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right? After the Sale.

Customer Experience 207

Customer Experience Advertising Engineering Sales 207

ShepHyken

SEPTEMBER 15, 2017

Using it to create compelling content will be one of the biggest areas of impact for AIM when it comes to engaging customers. Customer behavior online gives plenty of insight into what they like. Read Shep’s latest Forbes Article: 5 Must-Read Customer Experience Books Recommended By Leaders Like Jeff Bezos And Richard Branson.

Marketing 512

Marketing Advertising Big data Personalization 512

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 235

Customer Experience Airlines Chatbots Personalization 235

Callminer

FEBRUARY 25, 2024

Read this blog to learn why CX is important and what to look for when selecting a CX solution. Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available.

Customer Experience 265

Customer Experience 265

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ShepHyken

OCTOBER 4, 2019

Thus, you don’t have to make more efforts to find new customers. Finding new customers is, of course, costlier when compared to retaining the existing ones. Customer engagement guarantees business growth and success. In 2020 , customer experience will overtake price and product quality as the key brand differentiator.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

DECEMBER 27, 2019

A five-star experience can be achieved in any organization regardless of the industry but requires your people to be genuine, anticipatory, knowledgeable, and friendly. She has over 15 years of experience in customer service and leadership. Read Shep’s latest Forbes article: Customer Service And CX Predictions For 2020.

Personalization 353

Personalization Customer Experience Customer Service Marketing 353

ShepHyken

MARCH 30, 2018

and, while your CSAT is mostly focused on the experience with an agent, the NPS covers the entire customer experience, beyond the borders of your Customer Care department. The post Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience appeared first on Shep Hyken.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

Callminer

FEBRUARY 8, 2024

Uncovering channel-specific insights can ensure a seamless customer journey, as well as driving business improvements that make a difference in EX and CX. Read more in our blog.

Customer Experience 182

Customer Experience 182

Callminer

AUGUST 3, 2022

Read this blog to learn about prioritizing and optimizing digital customer experience management. CX is one of the most important facets of a company's performance.

Customer Experience 182

Customer Experience Management 182

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Steve DiGioia

MAY 29, 2023

But does the look of the business matter and can the visual appeal boost the customer experience? Enhancing the Customer Experience Will these items make you spend more money at the restaurant? Will these items enhance the overall experience? Take a look at the photo that accompanies this blog post.

Customer Experience 162

Customer Experience Sales Customer Service 162

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken.

Customer Experience 200

Customer Experience Banking Analytics Technology 200