ShepHyken

SEPTEMBER 1, 2024

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. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., The focus is on outcome-based loyalty marketing and AI-fueled personalization. Our CX research finds that number to be closer to 70%.) Baby Boomers push the percentage higher.

Customer Service 213

Customer Service Self service Marketing Personalization 213

CSM Magazine

OCTOBER 22, 2024

Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. The importance of personalization in corporate recognition As a customer service manager, you understand the value of recognizing your team’s efforts.

Personalization 52

Personalization Customer Service Morale Surveys 52

ShepHyken

SEPTEMBER 6, 2021

Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. Physical brick-and-mortar locations—retail stores, gyms, restaurants, or otherwise—must now be digital, automated, and personalized to the customer. A Customer Discovered Their $350 Lego Set was Missing Pieces.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ShepHyken

JUNE 8, 2021

A personalized service compels customers to continue doing business with you. Empower your employees to provide personalized service because in business, he who goes the extra mile, wins. When businesses don’t understand customer service, they are not able to recalibrate and change their trajectory to succeed in difficult times.

Marketing 264

Marketing Customer Service Personalization Management 264

Steve DiGioia

OCTOBER 15, 2020

Subscribe to industry magazines and newsletters. If we are to be the best, to succeed in our chosen field, we must be laser-focused on the task at hand. Learn about your industry. Take continuing-ed classes. Find a mentor. Always do a little more. Stand out by showing your value to others. RELATED POST: What Do They Think of Me?

Personalization 279

Personalization 279

SharpenCX

JULY 21, 2021

Forbes magazine ranked Marriott number 18 out of 100 in its list of “The World’s Most Innovative Companies.” They’re known for personalized service that encourages customers to stay loyal. Marriott curates a seamless, personalized experience. Marriott needs to use data to deliver such a personal and seamless experience.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Contact Center Pipeline

JULY 2, 2021

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

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

ShepHyken

JUNE 4, 2024

Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.” Einstein said, “Genius is making complex ideas simple, not making simple ideas complex.” What else can I add to this concept? Magazine interview.

Customer Service 231

Customer Service Customer Support Customer Experience Personalization 231

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. My Comment: Personalization continues to be a hot topic. Forget Brand Loyalty.

Customer Service 250

Customer Service Customer retention Personalization Surveys 250

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. When you make customer experience the forefront of your marketing efforts, you fulfill customer needs with a personalized approach. . Eleanor Hecks is the editor-in-chief of Designerly Magazine. Understand Your Customers .

Marketing 191

Marketing Customer Experience Customer centricity Advertising 191

CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes.

Personalization 52

Personalization Feedback Customer Support Marketing 52

Beyond Philosophy

MARCH 31, 2015

As an Umpqua SVP was quoted stating in a recent magazine article: “Finances are challenging enough – why are bank branches formal and intimidating? Branches are purposely designed to serve as gathering and event spaces, hosting things like movie nights, yoga classes, small business expositions, and art exhibits.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

NOVEMBER 1, 2020

Ceoworld Magazine) During this ever changing and challenging time, the ability to be a great customer and extend kindness to those we come into contact within a service environment is more important than ever. 8 ways to be a great customer during COVID by Monique Richardson.

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ShepHyken

AUGUST 30, 2021

The Difference Between Personalization and Customization in Retail CX by Angelo Coletta. Retail Customer Experience) Angelo Coletta, the founder of Zakeke, defines personalization and customization within the retail customer experience and the vastly different benefits provided both in-store and online. My Comment: I love this topic.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. How to Build Personalized Experiences Your Customers Will Actually Love by Simonetta Turek.

Customer Service 174

Customer Service Customer centricity Personalization Customer Experience 174

CX Accelerator

JANUARY 11, 2021

As a writing teacher and literary magazine-type person, I loved this. Shep Hyken spoke of many amazing things Tony did: "Tony Hsieh put his personal stamp on Zappos and that continued long after Amazon acquired them. Valuing a healthy level of irreverence. They revered the customer relationship and upended everything else.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ConvergeOne

JANUARY 27, 2022

This article originally appeared in Security Magazine. One of the biggest challenges facing businesses today is how to transform their customer-?rst rst passion into a truly unparalleled experience. The bar of expectations from both consumer and B2B customers has never been higher.

Personalization 105

Personalization B2B Self service Contact Center 105

ShepHyken

OCTOBER 26, 2020

Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. Entrepreneur) “How they make you feel” is the most important factor in deciding whether or not a person will buy from a certain company again.

Customer Service 231

Customer Service Customer centricity B2B Contact Center 231

ShepHyken

SEPTEMBER 22, 2024

The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 It has a brain. It’s polite…” You get the idea.

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

CSM Magazine

FEBRUARY 6, 2025

An effective, yet often overlooked, strategy to deepen customer engagement is creating personalized merchandise. Whether it’s custom t-shirts, mugs, tote bags, or water bottles, personalized merchandise helps businesses stand out while fostering meaningful connections with their customers.

Personalization 52

Personalization Advertising Customer retention Feedback 52

CSM Magazine

OCTOBER 22, 2024

In Florida, the sheer volume of vehicle-related injuries in 2023, totaling 250,037, underscores the need for effective management of personal injury claims. Collect and Document Evidence It’s really important to collect proof when you’re putting together a personal injury claim.

Personalization 52

Personalization Transportation Healthcare Accountability 52

CCNG

OCTOBER 12, 2022

So if someone likes that crispy part of the cookie and someone else likes the soft center, doesn’t it make sense to give each person the part they want and enjoy? This will also help build operational efficiencies within your organization that can drive more productivity and impact the bottom line.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

ShepHyken

MARCH 21, 2022

The Five Cs of Customer Service by Call Centre Helper Magazine. Call Centre Helper Magazine) If you are looking for contented customers, then there are five key areas that you need to address. My Comment: This article is as much about AI as it is about personalization. Read on for the Five Cs of quality customer service.

Customer Service 174

Customer Service Customer retention Self service Engineering 174

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Personalize is excited to announce the new Next Best Action ( aws-next-best-action ) recipe to help you determine the best actions to suggest to your individual users that will enable you to increase brand loyalty and conversion. All your data is encrypted to be private and secure.

Personalization 107

Personalization Engineering APIs Consulting 107

ShepHyken

NOVEMBER 27, 2023

When the person taking your order in a drive-through window at a fast food restaurant is upset when they don’t get tipped, we have an issue (which is addressed in the article). BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes?

Customer Service 182

Customer Service Morale Customer retention Marketing 182

Steve DiGioia

JANUARY 6, 2020

What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Confidence. ? Fear takes a back seat to this person who’s not afraid to take the lead. But you sure have put together a potential stellar person who can help your business prosper and one your customers will love.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

CSM Magazine

JANUARY 15, 2025

Aquant, a leading provider of AI-powered solutions for the field service industry, announced a new strategic vision for its Service Co-Pilot platform, marking a significant leap towards hyper-personalized AI in the service industry. The motivation behind this shift is the surge in AI and IoT adoption.

Personalization 52

Personalization Engineering Feedback Enterprise 52

Beyond Philosophy

MAY 24, 2016

Keller Fay defines an influencer (as distinct from someone who makes, or is likely to make, a recommendation) as “a person who has a greater than average reach or impact through word-of-mouth in a relevant marketplace”. These are ordinary people, not celebrity actors or pro athletes, government bigwigs, or corporate executives.

B2B 236

B2B Government B2C Consulting 236

ShepHyken

MAY 8, 2023

In many cases, they built their brand, and their differentiation from the big guys, on the idea of personalization — of being closer to their customers than their multinational rivals can be — while also offering more sophistication, a broader offering, and more underlying service capability than small businesses can.

Customer Service 33

Customer Service Personalization Marketing Customer Experience 33

ShepHyken

AUGUST 6, 2023

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. My Comment: I didn’t know Apple had a magazine. (I

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

APRIL 10, 2023

Not everyone has the personality to deal with this long-term. The 10 Pillars of EX (Employee Experience) by Call Centre Helper Magazine (Call Centre Helper Magazine) Engaged, happy employees are less likely to leave, can be your best advocates, and more.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Personalization. I have added my comments about each article and would like to hear what you think too. Ease of use. Data analytics.

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Momentum Telecom

MAY 30, 2024

Winners of the 2024 Unified Communications Product of the Year Award will be announced online and highlighted in INTERNET TELEPHONY magazine online. About INTERNET TELEPHONY magazine: INTERNET TELEPHONY has been the IP Communications Authority since 1998. Follow INTERNET TELEPHONY magazine on Twitter or join our Linked In group.

Advertising 116

Advertising Customer centricity Marketing Enterprise 116

CSM Magazine

JANUARY 28, 2025

Registering and logging into a personal account on a gaming site are important steps for every new member. Logging in to your personal account is a key moment to get full access to all functions. You will then be sent an email to confirm your email address and you will be able to log into your personal account.

Accountability 52

Accountability Personalization Entertainment Banking 52

ShepHyken

NOVEMBER 19, 2023

Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships.

Morale 158

Morale Customer Service Chatbots Feedback 158

ShepHyken

MARCH 5, 2023

That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. Magazine) If your customer experience leaves consumers feeling underwhelmed, or if your customer lifetime value (CLV) is low, it’s time to make a change. They want personalization.

Customer Service 26

Customer Service Metrics Upselling Healthcare 26