ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience?

Customer Experience 165

Customer Experience Feedback Personalization Customer Service 165

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? How does AI improve efficiency and productivity for customer service teams? Can AI be utilized effectively in smaller companies with limited budgets?

Customer Experience 236

Customer Experience Chatbots Self service Contact Center 236

ShepHyken

JANUARY 2, 2024

This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.

Customer Experience 231

Customer Experience B2C B2B Customer centricity 231

ShepHyken

OCTOBER 21, 2024

eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.” ” About: Derek Allgood is the VP of Global Customer Experience (GCX) at eBay.

Customer Experience 206

Customer Experience Self service Banking Wait times 206

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 246

Sales Customer Experience Customer Service Customer Support 246

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Embrace AI.

Customer Experience 236

Customer Experience B2C Government B2B 236

ShepHyken

JANUARY 29, 2024

What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 250

Customer Experience Customer centricity Consulting Consulting 250

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. The labor shortage is not going away, and companies are looking for ways to maintain or increase their customer experience.

Customer Experience 195

Customer Experience outsourcing Contact Center Analytics 195

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

Beyond Philosophy

AUGUST 9, 2024

Friction occurs when a customer has to work or think hard during an experience. Friction is rarely a good thing in a Customer Experience. This friction enhances customers’ feelings about an experience. Many times, friction is accidental or the result of organizational apathy.

Customer Experience 221

Customer Experience Banking Management 221

ShepHyken

JANUARY 5, 2022

I’m sorry if I just revealed how the magic trick works, but it’s so good, and it’s something we can all do, that we need to be reminded how simple it can be to personalize the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Personalization 436

Personalization Customer Experience Customer Service Sales 436

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. One way to earn trust is to create a predictable, consistent experience. So much has changed in just the past three years. Here we go: .

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We surveyed 1,000 consumers in the U.S.

Personalization 434

Personalization Airlines Customer Experience Surveys 434

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? How does AI improve efficiency and productivity for customer service teams? Can AI be utilized effectively in smaller companies with limited budgets?

Customer Experience 165

Customer Experience Chatbots Self service Contact Center 165

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 254

Customer Experience Self service Chatbots Engineering 254

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Experience 173

Customer Experience Customer Service Customer Care Personalization 173

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees). Adopt new behaviors.

Customer Experience 629

Customer Experience Government Feedback Management 629

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. If they’re not, there could well be an experience-related reason for this.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. .” How does employee experience impact customer experience?

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

ShepHyken

SEPTEMBER 3, 2021

She writes about how contact center agents can maximize productivity and provide a better customer experience. Research shows that 86% of agents feel they don’t have the resources or the authority to deal with customers effectively, which hurts productivity and service quality. Eases access to customer information .

Customer Experience 373

Customer Experience Management Contact Center Engineering 373

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 377

Customer Experience Management Finance Banking 377

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Interactive Voice Response Chatbots 124

ShepHyken

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” Customer service really drove the customer experience. A customer could visit a store or business. A customer could visit a store or business. My answer used to be easy.

Customer Experience 183

Customer Experience Customer Service Gamification Technology 183

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

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? This, in turn, can lead to increased customer loyalty and more sales.

Customer Experience 162

Customer Experience Sales Customer Service 162

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In How Was My McDonald’s Customer Experience? My experience was awful. What other business routinely offers a product that their customers cannot use as intended without risk of bodily harm?

Customer Experience 298

Customer Experience Engineering Best practices Personalization 298

Cisco - Contact Center

AUGUST 29, 2024

Learn more about the beginnings of Tal Schierau's career and see how he got started in customer experience. You might learn a little along the way, just like he has!

Customer Experience 98

Customer Experience 98

Contact Center Pipeline

JUNE 14, 2022

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical. At the same time, the labor market is in the midst of […].

Customer Experience 266

Customer Experience Marketing Interactive Voice Response Chatbots 266

Bill Quiseng

JUNE 26, 2024

Once you understand the World’s Best experience for each customer, then you need to consistently deliver that experience to every customer with the Rule of Three QUI TAKEAWAYS to deliver the World’s Best customer experience. Why only three? Because nobody can remember Number Four.

Customer Experience 174

Customer Experience Customer Care Personalization Customer Service 174