ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Customer experience is an essential part of marketing these days.

Marketing 196

Marketing Customer Experience Customer centricity Advertising 196

Contact Center Pipeline

FEBRUARY 5, 2020

The best way to show your customers some love… provide an amazing customer experience! I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. Our February issue […].

Contact Center 222

Contact Center Customer Experience Call Center 222

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 196

Customer Experience APIs Customer Service Management 196

ShepHyken

FEBRUARY 18, 2022

He shares how to improve the SaaS customer experience to encourage customer loyalty. So, while creating a product, focus on customer success to ensure customer satisfaction and reduce churn. So, offering a pleasant customer experience is critical to the success of your organization. . For example.

SaaS 187

SaaS Customer Experience B2B Feedback 187

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. Same thing with my renewal for The Economist magazine. Has Apple Lost Touch with its Customers? Revealing the Remarkable Secret to Building Customer Loyalty.

Accountability 334

Accountability Consulting Consulting Marketing 334

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Custom Studio (Inc. What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? But what happens when the product is something the customer may buy every few years? I have an idea about renewals. But what if renewal had a broader meaning?

Customer Service 401

Customer Service Sales Customer Experience Management 401

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. It happens between the moment the customer thinks of you and the time they actually buy.

B2C 337

B2C Entertainment B2B Sales 337

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. The idea behind the article is to “delight” the customer, rather than to just serve them.

Customer Service 69

Customer Service Best practices Metrics Customer effort 69

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article on customer loyalty appeared in an Australian and New Zealand jeweler magazine. The problem is now interfering with the customer experience. One word: Theft.

Customer Service 220

Customer Service Consulting Consulting Enterprise 220

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Thank you CXO Magazine for this honor!

Customer Service 187

Customer Service Customer centricity Personalization Customer Experience 187

Beyond Philosophy

JANUARY 16, 2017

Entrepreneur magazine called them toxic employees. Help make 2017 a great year for your customers too. Train with Beyond Philosophy to learn how to deliver an excellent customer experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Consulting 353

Consulting Consulting Customer Experience Management 353

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. So take a few lessons from the restaurant industry and create a better customer experience.

Customer Service 61

Customer Service Customer retention Customer Experience Marketing 61

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. My favorite is the fifth one, teaching to “overmanage the customer experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 220

Customer Service Self service Marketing Personalization 220

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. Here are my top five picks from last week.

Customer Service 300

Customer Service Customer centricity Feedback Personalization 300

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 220

Customer Service Airlines Self service CRM 220

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Contact Center Pipeline

JANUARY 6, 2020

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Contact Center 182

Contact Center Call Center Customer Service Customer Experience 182

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. CustomerThink) This is the era of customer experience.

Customer Service 277

Customer Service Customer Support Self service Customer Experience 277

Beyond Philosophy

JULY 23, 2015

I read on an airline magazine that Tuesday is the most productive day of the week. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Productivity is crucial in one’s work. The least productive day is Wednesday. So how do we fix this?

Airlines 389

Airlines Customer centricity Personalization Marketing 389

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 238

Customer Service Customer Support Customer Experience Personalization 238

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. The Top Gun Effect in Customer Experience by Steven Van Belleghem.

Customer Service 39

Customer Service Customer retention Marketing Customer Experience 39

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 248

Airlines Customer Service Customer Experience Management 248

Contact Center Pipeline

APRIL 4, 2023

We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and happy employees. We cover some of our bigger contact center challenges in our April issue.

Contact Center 130

Contact Center Customer Experience Management Call Center 130

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. Here are my top five picks from last week.

Customer Service 232

Customer Service B2B B2C Consulting 232

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. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 256

Customer Service Customer retention Personalization Surveys 256

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: Many companies are finding it difficult to create a great customer experience due to getting and keeping good employees. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy.

Customer Service 37

Customer Service Chief Customer Officer Automotive Wait times 37

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. Of course, customer service is part of the CX.

Customer Service 246

Customer Service Chatbots Customer retention Marketing 246

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 260

Customer Service Customer retention Marketing Customer Experience 260

SharpenCX

JULY 21, 2021

By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants. Most importantly, they meet the needs of customers to deliver a seamless experience. And to go even further, their customer experience strategy focuses on customer delight. >>

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Contact Center Pipeline

JULY 2, 2021

We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so.

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

Contact Center 147

Contact Center Call Center Customer Experience 147

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 232

Customer Service Customer Experience Surveys Management 232

ShepHyken

JUNE 8, 2021

.” About: Dr. Jeffrey Magee is the author of more than 30 books, three college graduate management textbooks, four bestsellers, and is the Publisher of PERFORMANCE/P360 Magazine, and a Human Capital Developer for more than twenty years.

Marketing 269

Marketing Customer Service Personalization Management 269

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 212

Customer retention Analytics Customer Experience Customer Service 212

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. Here are my top five picks from last week.

Customer Service 232

Customer Service Chatbots B2C B2B 232

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. There have never been more ways to engage a customer than right now. What Does it Take to Deliver a Great Customer Experience?

Customer Service 44

Customer Service B2B Benchmark Personalization 44