Shep Hyken

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 61

Customer Service Retail Customer Satisfaction AI 61

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

AUGUST 24, 2021

They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. – Customer success can be proactive. – Customer service is not a department. – Delivering proactive customer service is profitable.

Customer Retention 126

Customer Retention Customer Service Customer Experience 126

Shep Hyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

Customer Service 57

Customer Service Retail Touchpoint Business Growth 57

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. My Comment: There is a lot of crossover between customer service and CX training. Then read this article.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

JUNE 21, 2022

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). Top Takeaways: Customers are smarter than ever before. New York Times ?bestselling

Customer Retention 57

Customer Retention Customer Service Customer Survey Technology 57

Shep Hyken

OCTOBER 6, 2021

Be sure customers know how much you appreciate their business, and how you look forward to serving them again. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Customer Service 141

Customer Service Customer Retention 141

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

Customer Experience 123

Customer Experience AI Outlook CX 123

Shep Hyken

APRIL 5, 2022

Customer retention provides exponentially increasing returns for your business. However, some companies can have high retention but low satisfaction. Your customers may come back because your products are affordable until another company that offers lower prices comes along. New York Times ?bestselling

Customer Satisfaction 61

Customer Satisfaction Customer Retention Customer Service Customer Experience 61

Shep Hyken

AUGUST 9, 2022

The ability for customer success teams to have all of the customer’s data (marketing data, product usage, support tickets, etc.) in one place can help them understand the customer’s experience and uniqueness, empowering them to have more empathy. ” “Customer success is proactive. New York Times ?bestselling

Customer Relationship 52

Customer Relationship Customer Retention Customer Service Customer Experience 52

Shep Hyken

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. That said, you’ll enjoy this author’s version of how to WOW your customers. Here are my top five picks from last week.

Customer Service 21

Customer Service Customer Retention Hospitality Hospitality 21

Shep Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Start-ups Sports Social Media 0

Fonolo

APRIL 17, 2019

It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. I was on hold with customer service for over an hour just on a regular day for a flight check months ago! Plus, so much more!

Transportation 78

Transportation Contact Center Social Media Innovation 78

Shep Hyken

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. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR

Customer Service 13

Customer Service Social Media Customer Retention CX 13

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Shep Hyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Service 17

Customer Service E-commerce Real Estate Social Media 17

Shep Hyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Here are my top five picks from last week.

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Shep Hyken

OCTOBER 31, 2022

Each week, I read many customer service and customer experience articles from various resources. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. Here are my top five picks from last week.

Customer Service 10

Customer Service Social Media Retail Start-ups 10

ClientSuccess

JUNE 11, 2019

Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin.

Start-ups 40

Start-ups Gaming Customer Retention Customer Loyalty 40

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

CX 48

CX Social Media NPS Customer Loyalty 48

Taylor Reach Group

MAY 24, 2018

Customer Contact – Europe: June 11-13, Dublin, Ireland. This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who strive to innovate the customer experience. In 2018 we’re introducing our new look as Customer Contact Week.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Intercom

SEPTEMBER 23, 2021

But how exactly do you win a customer’s loyalty? If you work in customer service, chances are you know exactly who Shep is – a leading customer experience expert, speaker, and New York Times and Wall Street Journal best-selling author with almost four decades of experience under his belt. Shep: Sure.

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

Intercom

FEBRUARY 3, 2022

He’s written New York Times best-selling books such as Talk Triggers and Hug Your Haters , hosted and spoken in hundreds of events, and founded Convince & Convert , a digital strategy consulting firm that helps businesses gain and keep more customers. . It’s easier to test new customer acquisition strategies.

Real Estate 111

Real Estate CX Social Media Start-ups 111

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

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 88

Customer Service Customer Retention Customer Loyalty CX 88

Lumoa

JANUARY 2, 2022

In contrast, the success rate of selling to existing customers is anywhere between 60% and 70%. So, focusing on customer retention is the better option. They’re eagerly waiting to snatch your once loyal customers and make them their own! When you put the customer first like this, people talk.

NPS 83

NPS Net Promoter Score Social Media Customer Retention 83

Hodusoft

AUGUST 16, 2023

Handling multiple customers One of the biggest challenges for many ISPs is handling multiple customers across diverse geographic locations. Let’s say an ISP, which is headquartered in Manhattan, can have a customer base in several areas in and around New York City.

Technology 52

Technology Technology Customer Retention Entertainment 52

Shep Hyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 13

Customer Service Hospitality Hospitality CX 13