Shep Hyken

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.

Customer Experience 145

Customer Experience Customer Service Customer Survey 145

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 120

Customer Experience AI Outlook CX 120

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Customer Experience 116

Customer Experience AI CX Technology 116

Shep Hyken

NOVEMBER 3, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post When Your Customer Experience Hits a “Bump in the Road” appeared first on Shep Hyken.

Hospitality 141

Hospitality Hospitality Customer Experience Customer Service 141

Beyond Philosophy

NOVEMBER 29, 0002

That, in fact, is why Lyall is this week in Paris: ABQ is opening there in May, and after the Paris run, the faux-meth-lab will do pop-up duty in New York. Which bodes only well for the Parisians and New Yorkers who will queue by the thousands to dine naked in their towns in the near future.

Customer Experience 113

Customer Experience CX 113

Customers That Stick

SEPTEMBER 25, 2014

Her food adventure brought her back home to New York and now Chicago. Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? Recently, I was flying back to Chicago from New York on JetBlue.

Customer Experience 133

Customer Experience Real Estate Sports Social Media 133

Steven Van Belleghem

FEBRUARY 24, 2021

Neil Patel is a New York Times bestselling author and one of world’s top marketers. The channel offers a continuous stream of fresh content about customer experience, customer service and customer centricity in a digital world.

CX 98

CX Customer Experience Social Media Innovation 98

Experience Investigators

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Additionally, we unpack expectations for New York state’s first chief customer experience officer.

CX 64

CX B2B Education Innovation 64

Steven Van Belleghem

JANUARY 22, 2020

I’ll start my list with a little bit of an outlier, who is not a ‘pure’ customer experience speaker, but that’s also exactly the reason why I like Simon Mainwaring so much. Tony’s first book, Delivering Happiness, debuted at #1 on the New York Times Bestseller list and remained on the list for 27 consecutive week.

Customer Experience 52

Customer Experience Social Media Innovation Start-ups 52

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Customer Service 137

Customer Service CX Customer Experience 137

Shep Hyken

SEPTEMBER 28, 2021

Utilizing Customer Experience as a Sales Tool. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. New York Times ?bestselling

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Shep Hyken

JULY 26, 2022

Customers want speed and an easy experience, but that doesn’t matter if they don’t get the answer to their question or their problem resolved. Deon Nicholas also talks about the three elements that organizations must have to deliver the ultimate customer experience. Shep Hyken is a customer service and experience expert,?

Real Estate 127

Real Estate AI Customer Service Technology 127

Steven Van Belleghem

NOVEMBER 14, 2018

One example comes from one of my trips to New York and San Francisco, where I had the opportunity to witness the progress being made with self-driving cars. But in retail, LiDAR is being deployed to understand the customer context – where the customer is looking, what parts of the packaging, etc.

Agriculture 52

Agriculture Customer Experience Retail Technology 52

Myra Golden Media

FEBRUARY 24, 2022

The New York Times said that. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy. Enroll anytime. .

Customer Service 133

Customer Service Customer Experience 133

Shep Hyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Invoicing 115

Invoicing Education Customer Retention Start-ups 115

Shep Hyken

DECEMBER 27, 2022

Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

Zendesk

SEPTEMBER 15, 2023

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimized with AI–but not all AI solutions are tailored to customer experience. AI for Employee Experience: AI isn’t just for customers. Hosted by Allie K.

AI 52

AI Innovation CX Customer Experience 52

Shep Hyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Shep Hyken is a customer service and experience expert,?

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Shep Hyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Utilizing customers to help other customers does not displace traditional contact center workers.

Contact Center 112

Contact Center CX Innovation AI 112

Customer Service Life

MAY 20, 2019

While there are certainly opportunities to doom your customer experience, there are also plenty of ways the right outsourcing partner can help take your customer experience to the next level. Tap into best practices from dozens of different companies and years of experience. Here’s How.

Customer Experience 67

Customer Experience Contact Center NPS Gaming 67

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. But how to do that?

Retail 52

Retail Customer Experience Sports Touchpoint 52

Shep Hyken

JUNE 1, 2022

As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. . Positive ratings may indicate you did a great job for the customer. Fish for ways to make the customer experience better. Feedback is a gift.

Customer Experience 116

Customer Experience Customer Service Customer Feedback 116

Shep Hyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I’ve been working with an amazing client. Follow on Twitter: @Hyken.

Customer Service 112

Customer Service Customer Experience 112

Shep Hyken

JUNE 29, 2022

My new friend was saying that good is doing what you are expected to do. However, great is the addition of a better customer experience. If you go to a restaurant that has the most delicious food, but the service is outright terrible, you wouldn’t refer to that as a great experience. I thought about that all weekend.

Retail 116

Retail Customer Service Customer Experience 116

Shep Hyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Think about the customer in every decision.”

Social Media 129

Social Media Customer Experience Customer Service 129

Shep Hyken

SEPTEMBER 1, 2021

Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They are forcing everyone in business to up their game, and that’s great for us as customers. . It offers convenience, communication, delivery, customer support and more. Here is the point.

B2B 129

B2B Healthcare Retail Gaming 129

Shep Hyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Contact Center 126

Contact Center Customer Service Customer Experience 126

Uplifting Service

MARCH 31, 2023

They just started flying again nonstop to New York. It’s about the experience that you create. The post Don’t Overlook this Key Element of a Delightful Customer Experience appeared first on Ron Kaufman. So if you want to fly from Singapore to Boston, you have to change planes somewhere.

Customer Experience 40

Customer Experience Start-ups Customer Service 40

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Those benefits should be crystal clear to your customers.

CX 141

CX Technology Technology Customer Experience 141

Steven Van Belleghem

MAY 4, 2020

But when the smart bits are given a ‘vessel’ that can interact with our physical environment, we will truly be moving into a whole new phase. Like New York-based Elemental Path’s Cognitoys, which are dinosaur-shaped toys that teach kids how to count, how to create stories together, remember colors and more.

Customer Experience 52

Customer Experience Hospitality Hospitality Healthcare 52

Shep Hyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . Create an experience that builds confidence and trust, and you’ll build a relationship that gets your customers to say, I’ll be back. . What is it that makes you want to come back? Here are a few possible reasons: .

Customer Service 119

Customer Service Customer Experience Customer Loyalty 119

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing. What is Important in 2020?

Customer Loyalty 127

Customer Loyalty Customer Retention Customer Experience 127

Shep Hyken

JUNE 8, 2022

As it applies to customer experience (including customer service), it is often the little details that move the experience from average to amazing. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. You look at the big picture.

Customer Service 115

Customer Service Customer Experience 115

Customers That Stick

JANUARY 30, 2020

Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

Start-ups 113

Start-ups AI Customer Service Customer Experience 113

Shep Hyken

JULY 28, 2021

Your people must understand what is expected and what drives the experience you’re trying to provide. It’s ongoing reinforcement of the goal for the customer experience you want to provide. Some organizations have daily meetings where customer service and experience are brought up, even if just for two or three minutes.

Customer Service 140

Customer Service Start-ups Customer Experience 140