The Personalized Customer Experience: Consumers Want You To Know Them
81% of customers prefer companies that offer a personalized experience. They also want the experience to include the platforms where they prefer to do business.| Forbes
81% of customers prefer companies that offer a personalized experience. They also want the experience to include the platforms where they prefer to do business.| Forbes
Discover powerful leadership lessons from John O’Leary’s "Soul on Fire," a story of resilience, purpose, and the choices that ignite inspired leadership.| Shep Hyken Blog
The most successful companies I work with aren’t choosing between digital efficiency and human connection. They’re creating integrated experiences that deliver both.| Forbes
For a company to be truly customer-focused, an employee must understand how important customer service is to the company, how service fits into the culture and how he or she plays a role in it. That doesn’t happen spontaneously; it requires training.| Forbes
AI can transform customer experience when used the right way. Discover 5 lessons on trust, personalization, frictionless service, and why AI enhances, not replaces, human connection.| Shep Hyken Blog
You may or may not agree with the brands on this list. I was even surprised that a couple of them ended up in the top 10, but this wasn’t my list. It’s a people’s choice list.| Forbes
Almost one in five (19%) customers have stopped doing business with a company because its survey was too long.| Forbes
This is a mind-blowing statistic considering the importance companies and brands are putting on customer service and experience.| Forbes
We asked more than 1,000 U.S. consumers if they’d stopped doing business with a company that lacked self-service options. Thirty-four percent said yes.| Forbes
Customer service has evolved with how we do business. What was once a nice-to-have feature has become table stakes for success.| Forbes
Many methods gauge customer service and CX. Peter Drucker, renowned management expert, is often credited with saying, “You can’t manage what you don’t measure.”| Forbes
Have you ever called a customer support number and repeatedly screamed “Agent” or “Representative” into the phone before eventually, out of frustration, you hung up?| Forbes
The average customer will give a company 2.2 chances before walking. Furthermore, 27% of customers say they are either not likely (19%) or will never (8%) return, even if satisfied.| Shep Hyken Blog
Most of us learned the Golden Rule at a young age: “Do unto others as you would have them do unto you.” This is a perfect rule for business, and specifically customer service and CX.| Shep Hyken Blog
Whether it be a natural disaster or a local issue tied to causes like homelessness, education or community development, many customers want their spending to align with their values.| Shep Hyken Blog
There are incredible opportunities made possible by AI. Here's why workers should stay optimistic even as machines take on more diverse tasks once performed by humans.| Shep Hyken Blog
Some studies claim customer service is worse than ever. Regardless, more companies than ever are investing in improving CX. Some nail it, but even with an investment, some still struggle.| Shep Hyken Blog
For those in leadership who still view customer support as a cost center, think again. The people on the front line are the extension of your sales and marketing departments.| Shep Hyken Blog
Discover how to break free from the Better Sameness Dilemma by reimagining customer touchpoints and creating experiences that truly differentiate your brand from the competition.| Shep Hyken Blog
Welcome to modern-day customer service 43% of customers would rather clean a toilet than call customer support.| Forbes
Eighty-six percent of customers surveyed said that if there was an emotional connection with a customer service agent, they would be willing to continue to do business. However, only 30 percent felt the companies they had interacted during the past year had made that connection.| Forbes
We interviewed more than 1,000 consumers in our 2020 Achieving Customer Amazement Study and asked about their willingness to switch brands or companies for better customer service. The response was a resounding “yes” to switching, in that 96% of customers will leave you for bad service.| Forbes
Making your customers wait sends the message that you don’t respect them or their time.| Forbes
Think about a hotel you’ve stayed at before that welcomes you back and remembers that you liked a certain type of pillow, a specific newspaper and a corner room. The experience is becoming more and more common, and this type of service is crossing over into many other industries, especially retail.| Forbes
You may have heard customer service and marketing experts say people will pay more for good service.| Forbes
Your company’s customer service can make or break you. Of almost 1,000 consumers polled, 92% say they would stop purchasing from a company after three or fewer poor customer service experiences. Twenty-six percent of those would stop after just one bad experience.| Forbes
