Customer Experience Related Topics 
ShepHyken
JANUARY 14, 2025
What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience? Hospitality is more than a job.
ShepHyken
MARCH 11, 2024
Whether it’s dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly. Plus, Shep and Jim share the customer experience moments that changed their lives.
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Beyond Philosophy
JULY 2, 2020
There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.
ShepHyken
FEBRUARY 13, 2024
Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience. Here’s another example. The Ford costs about $25,000.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance?
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.
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.
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Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. For the first time, customers prefer digital channels when interacting with a business.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Now the question is: how to get CX right? Download the report to learn more!
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Customer experience was once considered a soft metric, or a “nice to have.” The experience you provide your customers is a defining way to differentiate your business from the competition. But it is now a board-level priority for many brands.
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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
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How do you go about creating an awesome customer experience strategy that works for your own customers? Take a second to reflect on the brands you love.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! JUST RELEASED!
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. When was the last time you took a step back and really examined the quality management (QM) in your contact center?
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