Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Shep Hyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Shep Hyken

FEBRUARY 28, 2022

can be summed up with the idea of you and your customers warming up to each other. It’s all about how customers relate to and with the brand. 2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. How to Enhance Customer Loyalty: 6 Tips to Make Loyalty Great Again by Julia Morrissey.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Retail 48

Shep Hyken

DECEMBER 13, 2021

A simple Google search will get you more information that may lead you to some powerful customer service and CX lessons. Three simple ideas on how to use social media to better engage and create customer loyalty. Respond to customers faster. Customer Service Trends 2022 by ultimate.ai. by Pierre DeBois.

Social Media 74

Social Media Customer Service VOC Retail 74

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . For almost every bad customer experience created, there is an opposite reaction by the customer.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Shep Hyken

JANUARY 31, 2022

Digital Trends to Influence Better Customer Experiences by Dakota Murphey. TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. How Do You Solve a Problem Like… Eroding Customer Loyalty? by Sam Bradley. Thank you, Engati!

Customer Service 57

Customer Service Contact Center Artificial Intelligence Customer Loyalty 57

Shep Hyken

NOVEMBER 15, 2021

My Comment: And just when you thought you had enough of metrics, my buddy and fellow CX expert, Dan Gingiss, shares his five favorites. We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Customer Service 69

Customer Service Social Media Retail Customer Loyalty 69

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. I’m the host of Inside CX by Lumoa. Sofia: So how did you end up working in cx?

CX 83

CX Start-ups Customer Experience NPS 83

Shep Hyken

DECEMBER 26, 2022

2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. Retail Customer Experience) The year 2022 was a year of rebound, rebirth and technology as retailers, coming out of COVID-19, were centered on pulling shoppers back into stores while tackling a challenging supply chain scenario.

Customer Service 57

Customer Service Retail Touchpoint Business Growth 57

Beyond Philosophy

NOVEMBER 30, 2016

One car rental company seems to have taken this to a new level. According to the New York Times , Payless Car Rental has a pattern of “pointlessly antagonizing its customers.”. In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Shep Hyken

JULY 26, 2021

times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver quality outcomes.”. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. What is Customer Retention? (+ 8 Customer Retention Strategies) by Madeleine Wilson.

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

Shep Hyken

NOVEMBER 29, 2021

(HelpSquad) The important task for businesses is to retain their customers as much as possible. And we asked some experts to share their best tips on how to gain customer loyalty. Here are five strategies that can help avoid losing loyal customers. And of course, the main focus of that strategy should be on CX.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

SEPTEMBER 26, 2022

Are You Using the Right Customer Experience Analytics? CMSWire) Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Take a look at the future of CX analytics. Traditionally, decision-makers and marketers have relied on surveys to measure customer success.

Customer Service 61

Customer Service Customer Retention NPS Customer Loyalty 61

Zendesk

MARCH 2, 2023

This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. As a result of leveraging social messaging and integrations, Boxycharm’s customer satisfaction score (CSAT) rose by 10 points. To accomplish this, you need to know your shopper first.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Zendesk

DECEMBER 2, 2020

That’s why we got together with Chatdesk co-founders Aneto Okonkwo and Andrew Olaleye to talk about how good CX (and a little planning) can help keep the holidays merry and bright. Companies use our software to increase customer happiness, grow sales, and scale on demand. I’m based in Brooklyn, New York!

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Shep Hyken

JANUARY 3, 2023

Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Social Media 57

Social Media Customer Loyalty Customer Service Customer Satisfaction 57

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Shep Hyken

DECEMBER 6, 2021

My Comment: Some may refer to this as a marketing article, but I’ll argue that marketing is part of the customer experience – and vice versa. Consider that the first strategy is about content marketing, which when done well, is a wonderful customer experience. And, there’s the strategy of customer loyalty programs.

Customer Service 61

Customer Service CX CRM Customer Loyalty 61

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1.

CEM 122

CEM Customer Experience VOC Scorecard 122

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Understand How to Develop Customer Loyalty.

CX 48

CX Social Media NPS Customer Loyalty 48

Shep Hyken

SEPTEMBER 6, 2022

It means that everything is going so well that customers don’t need to contact the companies they are doing business with. For the business, it means the contact rate goes down, and the Net Promoter Score and customer loyalty go up. Your Customer Rules! Shep Hyken is a customer service and experience expert,?

Net Promoter Score 57

Net Promoter Score Customer Loyalty Customer Service AI 57

Steven Van Belleghem

JANUARY 22, 2020

Simon is now a sought-after international speaker and his book “We First: How Brands and Consumers Use Social Media to Build a Better World” is a New York Times, Wall Street Journal, and Amazon bestseller. She is, among other CX books, the author of ‘Would You Do That To Your Mother?’. Tony Hsieh. Shep Hyken. Jeanne Bliss.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

JULY 13, 2021

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

CX 61

CX Customer Expectations Customer Service Customer Experience 61

Shep Hyken

OCTOBER 24, 2022

Brands looking to facilitate such growth, as well as CX professionals interested in improving their knowledge, are now turning to numerous online courses available for customer experience. Let’s look at the top five online customer experience courses and certifications. Do you have an app or thinking about developing one?

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Shep Hyken

MARCH 14, 2022

And two years into Covid-19, AI assumes an expanded role in the customer service landscape. My Comment: Here is an excellent article that covers how certain AI (Artificial Intelligence) “mistakes” can negatively impact your customer service and CX. In fact, it’s more often a series of little things. Follow on Twitter: @Hyken.

Artificial Intelligence 64

Artificial Intelligence Customer Service Customer Journey Map Entertainment 64

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . He is a New York Times and Wall Street Journal bestselling author. And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

MARCH 21, 2022

These 15 stats show how customer service has changed because of the pandemic and answer the big question: what comes next? My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Retail Customer Satisfaction AI 61

Beyond Philosophy

FEBRUARY 10, 2016

He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”. Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention. Customer Experiences are emotional. We always say that over 50% of a Customer Experience is based on emotions.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

Shep Hyken

NOVEMBER 14, 2022

Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 65

Customer Service Start-ups Retail CX 65

Shep Hyken

OCTOBER 11, 2021

(TechRepublic) A Zendesk report found a series of commonalities among companies it calls CX champions. Do your organization’s CX goals line up with those of CX-maturity leaders? My Comment: Is customer service getting better? Are Hotel Loyalty and Rewards Programs Enough to Keep Customers Loyal to the Brand?

Customer Service 69

Customer Service Hospitality Hospitality CX 69

Shep Hyken

NOVEMBER 15, 2022

Creating a Good Customer Offboarding Experience . How Companies Can Provide Outstanding CX From Sign-Up to Cancellation . Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack , a platform that helps companies reduce customer churn and increase their lifetime value. New York Times ?bestselling

CX 52

CX Technology Technology Customer Service 52

Aquire

JANUARY 6, 2022

And this is an important business outcome — the evidence shows that customer satisfaction is linked to loyalty and long-term revenue. For example, 92 percent of companies that improved customer experience saw increased customer loyalty and 84 percent saw an uplift in revenue. Recreating in-store experiences.

Customer Service 98

Customer Service Social Media Technology Technology 98

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. ” And typically, that will actually have an impact on their customer loyalty. Obviously, it’s better if you can fix the problem, but you don’t have to.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Shep Hyken

JULY 4, 2022

Easy Does It: Five Keys To Curating An Effortless, Loyalty-Building Customer Experience by Craig Halliday. Newsweek) Whether your company sells home furnishings or software, being easy to do business with means embedding certain customer experience (CX) fundamentals into your organizational DNA.

Artificial Intelligence 65

Artificial Intelligence Customer Service Customer Journey Map AI 65