Peter Lavers

JUNE 6, 2021

We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here. I’m honoured!”

Customer Experience 130

Customer Experience Management Customer centricity CRM 130

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 166

Customer Service Customer advocacy Average Handle Time Customer centricity 166

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? (See See my article on the Top 14 Customer Service and CX Metrics.)

Customer Service 201

Customer Service B2B Marketing Metrics 201

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Here are my top five picks from last week. That’s the first of the five ways shared in this article.

Morale 161

Morale Customer Service Chatbots Feedback 161

ShepHyken

JULY 22, 2022

However, they are ready to wait if the website provides an excellent customer experience and keeps them in the loop during the outage. Let us look at the status page concept and its hidden potential for securing clients’ base and improving customer experience during downtime. . Keep Customers Informed .

Customer Experience 193

Customer Experience APIs Customer Service Management 193

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers.

Customer Service 176

Customer Service Government Customer Experience Sales 176

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Customer retention 176

Customer retention Customer Service SaaS Best practices 176

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 176

Customer Service Customer retention Self service Engineering 176

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 257

Customer Service Customer retention Marketing Customer Experience 257

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise.

Customer Service 176

Customer Service Customer centricity Personalization Customer Experience 176

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 229

Customer Service Customer Experience Surveys Management 229

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. So, are you ready for it?

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. As the author of this article calls it, there is a customer service gap, a disconnect. Forget Brand Loyalty.

Customer Service 253

Customer Service Customer retention Personalization Surveys 253

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start.

Customer Service 161

Customer Service Personalization Surveys Chatbots 161

Balto

JULY 23, 2024

Louis, MO — Balto, the first company to provide real-time guidance to contact centers, has been named a Top 100 Company for Customer Service by CRM Magazine. The sixth edition of the Top 100 List highlights the latest trends and technologies in customer service, marketing, and sales.

CRM 52

CRM Customer Service Contact Center Sales 52

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Here are eight ways!

Customer Service 274

Customer Service Customer Support Self service Customer Experience 274

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 209

Customer Service Call Center Customer Experience Customer Support 209

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Magazine) Employee turnover is always a stressful situation. The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay.

Customer Service 229

Customer Service Chatbots B2C B2B 229

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. You’ll love the four words.

Customer Service 193

Customer Service Metrics Call Center Customer Experience 193

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A cause or social issue contributes to the customer experience, especially with Gen Z.

Customer Service 185

Customer Service Brand ambassadors Contact Center Customer Support 185

ShepHyken

MAY 2, 2022

Each week I read many customer service and customer experience articles from various resources. The True Costs of Bad Customer Experience Management by Brittany Hodak. No matter your industry, your customers can find another option out there. Here are my top five picks from last week.

Customer Service 185

Customer Service Customer centricity Customer Experience Customer Care 185

ShepHyken

JUNE 4, 2024

Magazine interview. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 234

Customer Service Customer Support Customer Experience Personalization 234

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several.

Customer Service 166

Customer Service B2B Surveys Best practices 166

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. But, what happens when the customers leave? This article makes the case that winning your customers back is also less expensive. 4 Ways AI Can Improve the Customer Service Agent Experience by Puneet Mehta.

Customer Service 193

Customer Service Coaching Marketing Call Center 193

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 245

Airlines Customer Service Customer Experience Management 245

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. Follow on Twitter: @Hyken.

Customer Service 298

Customer Service Customer centricity Feedback Personalization 298

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Customer Service 52

Customer Service Management Education Contact Center 52

CSM Magazine

JULY 12, 2024

What exactly does a Customer Experience Manager do, and how do they contribute to a company’s success? According to research by Zippia, more than 2,670 companies in the United States have a Customer Experience Manager overseeing their customer experience initiatives. Let’s find out. Also Known As.

Customer Experience 52

Customer Experience Management industry standards Analytics 52

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Bad Experiences Aren’t Always The Problem for Companies by Mary Drumond. Likewise, negative experiences aren’t a guarantee that customers will leave. Here are my top five picks from last week.

Customer Service 244

Customer Service Chatbots Customer retention Marketing 244

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Here are my top five picks from last week.

Customer Service 233

Customer Service Customer centricity B2B Contact Center 233

ShepHyken

FEBRUARY 20, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What role does employee experience play in customer experience? How can companies improve employee experiences for better customer experiences? ” “It’s not just customer friction.

Customer retention 209

Customer retention Analytics Customer Experience Customer Service 209

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Every interaction is a chance for your employees to communicate the experience that your brand provides. by Adrian Swinscoe.

Customer Service 229

Customer Service B2B B2C Consulting 229