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. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Experience 51

Customer Experience Customer Retention Consumer Promotions 51

Hyken

FEBRUARY 25, 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: We start this week’s roundup with an article about AI. Of course, there’s more to this article. Imagine that!)

Customer Experience 51

Customer Experience Customer Retention Promotions Consumer 51

Hyken

FEBRUARY 12, 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 shares some great insights and findings. Our customer service and CX research confirm this.

Customer Experience 55

Customer Experience Customer Retention Checkout Consumer 55

Hyken

MAY 17, 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. How to handle customer complaints? My Comment: Our customers have changed during the pandemic.

Customer Retention 66

Customer Retention Customer Experience Marketing Consumer 66

Hyken

APRIL 26, 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. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

Customer Experience 112

Customer Experience Customer Retention Marketing Consumer 112

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. Here are 25 ideas to help you tune into, and better understand, your customers’ pain points.

Customer Retention 52

Customer Retention Customer Experience Checkout Consumer 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. I’m often asked to define customer centricity. My Comment: If you’re interested in loyalty programs, this article is excellent.

Customer Experience 55

Customer Experience Customer Retention Management Marketing 55

Hyken

NOVEMBER 27, 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. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing. It’s what you do.

Customer Experience 56

Customer Experience Customer Retention Marketing Promotions 56

Hyken

OCTOBER 29, 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. Done well, they foster repeat business and can lead to true customer loyalty. Here are my top five picks from last week.

Customer Experience 54

Customer Experience Customer Retention Marketing Returns 54

Hyken

FEBRUARY 21, 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. Are Lifelike Digital Humans the Future of Customer Experience? It also adds to the customer experience. by Rebecca Bellan.

Customer Retention 58

Customer Retention Customer Experience Marketing Promotions 58

Hyken

JUNE 14, 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. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. Here are my top five picks from last week.

Customer Retention 78

Customer Retention Customer Experience Management Consumer 78

Hyken

JANUARY 28, 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. What Can Disneyland Teach Us about the Customer Journey? My Comment: Here’s an excellent article about bad customer service.

Checkout 55

Checkout Customer Experience Customer Retention Accounting 55

Inside Retail

MARCH 3, 2024

To give you a glimpse of what you can expect from this year’s report, we are sharing selected articles over the coming weeks. An alternative approach is to focus on delivering an overall Customer Experience (CX) specifically designed to drive consistent and co-ordinated interactions across all touchpoints along the shopper journey.

Marketing 290

Marketing Customer Retention Returns Promotions 290

Hyken

MARCH 21, 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. Testimonials and customer reviews are powerful.

Customer Retention 56

Customer Retention Customer Experience Consumer Marketing 56

Hyken

JANUARY 10, 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: Here is an interesting article from the New York Times about the state of customer service.

Customer Retention 62

Customer Retention Customer Experience Supermarket Marketing 62

Retail TouchPoints

MARCH 25, 2024

Community If you’re tasked with customer retention and loyalty and are trying to uncover new ways to cultivate community, then this track is for you. Read the article. In retail you identify and understand your ‘lanes,’ and you do those lanes really, really well,” Tichy said in a recent Retail TouchPoints article. “I

Social Commerce 211

Social Commerce Loss Prevention Customer Experience Customer Retention 211

Hyken

FEBRUARY 26, 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: Let’s kick off this week’s Top Five roundup with an article focused on the customer support center.

Customer Retention 52

Customer Retention Customer Experience Shipping Consumer 52

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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. Don’t succumb to the “fatal flaws” covered in this article.

Customer Experience 54

Customer Experience Planning Customer Retention Marketing 54

Hyken

NOVEMBER 29, 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. Increase Employee Retention With These 4 Tips by David Finkel. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Experience 70

Customer Experience Shipping Planning Returns 70

Hyken

OCTOBER 24, 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: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Experience 43

Customer Experience Customer Retention Consumer Shopping 43

Small Biz Trends

APRIL 19, 2022

Customer Retention: Maximize Your Profits. Customer Retention: Maximize Your Profits schools you on what customer retention is, why you need to do it, and the benefits of doing it. This article, " Online Marketing Courses to Take to Help Your Business " was first published on Small Business Trends.

Marketing 116

Marketing Customer Retention Advertising Target Market 116

Hyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Retention 102

Customer Retention Customer Experience Accounting Fulfillment 102

Hyken

MARCH 27, 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. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Retention 18

Customer Retention Customer Experience Consumer Marketing 18

Hyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). TAKE ACTION: Just as you focus on ways to get and keep customers, do the same for your employees.

Customer Experience 78

Customer Experience Customer Retention Returns Consumer 78

Hyken

AUGUST 8, 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 WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Customer Retention 19

Customer Retention Customer Experience Target Market Marketing 19

Hyken

AUGUST 14, 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 article is about that – and more. My Comment: The title implies this is everything you need to know about customer retention.

Customer Retention 10

Customer Retention Customer Experience Returns Consumer 10

Hyken

AUGUST 11, 2023

This week, we feature an article by Nandini Sharma, marketing manager at ProofHub. She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Because everyone is doing it.

Customer Retention 52

Customer Retention Customer Experience Management Returns 52

Hyken

MAY 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: Another one of my favorite topics is customer loyalty. It’s one thing to get the customer to come back.

Customer Retention 11

Customer Retention Customer Experience Department Stores Management 11

Retail Focus

AUGUST 8, 2023

In this article, we explore different aspects of retail business operations that you should consider outsourcing. This can lead to increased conversions and higher customer retention rates. This is where outsourcing comes into play.

Loss Prevention 130

Loss Prevention Inventory Management Inventory Turnover Shrinkage 130

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.

Customer Retention 107

Customer Retention Customer Experience ATS 107

Hyken

MAY 30, 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. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Retention 11

Customer Retention Customer Experience Returns Marketing 11

365 Retail

OCTOBER 29, 2021

Loyalty programmes are becoming more and more popular as a tool to harness and improve customer retention. In this article, we delve into the ways in which a loyalty programme could benefit your business going forwards. The main one is retaining and improving upon customer retention. What is a loyalty programme?

Customer Retention 52

Customer Retention Shopping Consumer Planning 52

Hyken

MAY 22, 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: There have been numerous articles in this weekly roundup that have focused on customer loyalty.

Customer Experience 11

Customer Experience Customer Retention Management Marketing 11

Hyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Customer Retention 58

Customer Retention Customer Experience Accounting Advertising 58

Hyken

SEPTEMBER 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. My Comment: This informative article is also entertaining, drawing an analogy between e-commerce and The Wizard of Oz.

Customer Experience 16

Customer Experience Customer Retention Location Promotions 16

Hyken

SEPTEMBER 12, 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. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do.

Customer Experience 12

Customer Experience Customer Retention Marketing Consumer 12

Hyken

JULY 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. My friend and fellow CX expert, Dan Gingiss, agrees and does a great job of making his case in this article.

Returns 10

Returns Customer Experience Customer Retention Consumer 10