Hyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Looking at the title, you’d think we are in a “trust decline” over the past eight years.

Payment Services 46

Payment Services Customer Experience Consumer Management 46

Hyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7

Customer Experience 51

Customer Experience Marketing Consumer Management 51

Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Merchant Services 103

Merchant Services Customer Experience Returns Accounting 103

Hyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

Customer Experience 51

Customer Experience Customer Retention Consumer Promotions 51

Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Forbes Young Entrepreneur Council (YEC) has written an article that gives insights from eight very successful members on how to do exactly that.

Customer Experience 120

Customer Experience Consumer Management ATS 120

Inside Retail

AUGUST 11, 2021

“Premier is astounded that Myer and its board are wasting corporate resources exploring ways to dilute Premier instead of fixing Myer’s chronic and prolonged underperformance,” Leibler wrote in a letter to Myer’s legal representative Rory Moriarty at Clayton Ulz. “[And] Total sales for the FY21 year are expected to land at $2.6

Department Stores 246

Department Stores ATS Net Profit Returns 246

Hyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Experience 55

Customer Experience Management Consumer Marketing 55

Small Biz Trends

AUGUST 1, 2022

Employee management also contributes to an organization’s ability to achieve its objectives. Employees are likely to be more productive and engaged when they are properly managed. However, it’s not always easy to be a good manager. Most managers encourage having weekly one-on-one meetings with employees.

Management 132

Management Planning ATS 132

Hyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. Here are my top five picks from last week.

Customer Experience 54

Customer Experience Management Planning ATS 54

Hyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Retention 66

Customer Retention Customer Experience Shipping Returns 66

Hunton Andrews Kurth

FEBRUARY 8, 2023

Chances are, if you are reading this article on a screen, then you are already interacting with what could be described as the metaverse. And if your business is operating in the metaverse, it is being exposed to new risks that need to be managed. In the article, Syed Ahmad, Kevin V. A copy of the article is available here. *Ms.

Management 52

Management ATS 52

Hyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. However, it looks like he’s putting his money on humans over AI – at least for now. Here are my top five picks from last week.

Customer Experience 52

Customer Experience Planning Management ATS 52

Hyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: If you’re interested in loyalty programs, this article is excellent. Here are my top five picks from last week.

Customer Experience 55

Customer Experience Customer Retention Management Marketing 55

Hyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Experience 49

Customer Experience Planning Management Marketing 49

Hyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization.

Customer Retention 56

Customer Retention Customer Experience Management Marketing 56

Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. .

Customer Experience 119

Customer Experience Management Planning Marketing 119

Hyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Experience 91

Customer Experience Marketing Management Planning 91

Hyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This comprehensive article covers the advantages of the survey and how to calculate the score correctly. How do they do it?

Customer Experience 58

Customer Experience Management ATS 58

Hyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler. It’s a video.

Customer Experience 58

Customer Experience Marketing Management ATS 58

Hyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. My Comment: If you like beer, you will love this article.

Customer Experience 52

Customer Experience Promotions Management Shopping 52

Retail Wire

SEPTEMBER 23, 2022

Department of Labor investigation found that Back’s Barbecue took $230,353 in tips from its wait staff and turned it over to managers at its restaurants. Kent Black, grandson of original Black’s Barbecue pit master Edgar Black Sr. said an error occurred when the company outsourced its payroll to a third party.

Management 130

Management ATS 130

Small Biz Trends

SEPTEMBER 14, 2022

A good travel management company can provide you with a travel program that is tailored to your needs, as well as travel arrangers to help you with all of your travel arrangements. If you’re looking for the best travel management services for your business, then look no further than the following 10 companies.

Management 98

Management Planning ATS 98

Hyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. My Comment: I couldn’t go a week without an article about AI.

Customer Experience 52

Customer Experience Marketing Management Consumer 52

365 Retail

FEBRUARY 15, 2024

Retail success hinges significantly on the seamless operation of warehouses, where every detail from inventory management to order fulfilment directly influences customer satisfaction and bottom-line results.

Management 52

Management Inventory Management Fulfillment Customer Experience 52

Hyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Customer Experience 54

Customer Experience Checkout Management Brand Management 54

Inside Retail

DECEMBER 20, 2023

Societal pressures and a sense of entitlement suggest that this Christmas period will be a challenge for retailers to manage theft and customer aggression. Retail Drinks’ CEO, Micheal Waters, told Inside Retail, “We know criminals are increasingly targeting our liquor stores meaning the staff in our industry are constantly at risk.

ATS 130

ATS Management Customer Experience Department Stores 130

365 Retail

MARCH 15, 2024

As the business landscape in the UK continues to evolve, so do the expectations on managers across sectors. In this article, we will explore the essential skills required to make a successful transition into management, focusing particularly on leadership skills among other critical competencies.

Management 52

Management Planning ATS 52

Hyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Consider that most consumers look at reviews before making a purchase. Here are my top five picks from last week.

Customer Experience 52

Customer Experience Management Consumer Marketing 52

Hyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Retention 52

Customer Retention Customer Experience Checkout Consumer 52

Retail TouchPoints

JULY 13, 2020

Inventory management starts — and only starts — with a warehouse management system (WMS). In practice, most out-of-box WMSs are not capable of managing the volume and complexity of workloads required in today’s retail environment. As warehouse managers know, the only way to plan for the unexpected is to expect the unthinkable.

Inventory Management 150

Inventory Management Management Promotions Customer Experience 150

Hyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Experience 54

Customer Experience Management Promotions Consumer 54

Hyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. At some level, it’s common sense, which unfortunately isn’t as common as it should be. Here are my top five picks from last week. I love the GIF’s!

Customer Experience 75

Customer Experience Marketing Management Consumer 75

Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Experience 58

Customer Experience Returns Management ATS 58

Hyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article quotes a survey that claimed 64% of consumers would switch. My Comment: When I was a kid, I worked at gas stations.

Customer Experience 56

Customer Experience Promotions Consumer Marketing 56

Hyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Or maybe you had a private word with the owner or manager. Embrace them!

Customer Experience 60

Customer Experience Management Marketing Fashion 60

Hyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Customer Experience 54

Customer Experience Planning Customer Retention Marketing 54

Hyken

MAY 23, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: If you’re a baseball fan, you will love this article. As I read this article, that’s exactly what I found.

Customer Experience 54

Customer Experience Management Consumer ATS 54