ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 211

Airlines Customer Service Self service Technology 211

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” Turns out: a lot.

Customer Service 44

Customer Service Chatbots Customer Care B2B 44

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 223

Customer Service Finance Contact Center Personalization 223

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Entrepreneur) Get the people who know what your customers want and need — your customer service team — more involved in company decisions.

Customer Service 217

Customer Service Customer centricity Education Marketing 217

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Five Ways to Humanize Customer Service by Jeff Toister.

Customer Service 216

Customer Service Self service Customer Care Technology 216

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. to your customers. The answer lies in improving Customer Experience (CX).

Customer Service 214

Customer Service Airlines Customer Experience Technology 214

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 216

Customer Service Customer centricity Customer Experience Management 216

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Here are my top five picks from last week.

Customer Service 209

Customer Service Airlines Customer Experience Personalization 209

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Sauter and Evan Comen. (24/7

Customer Service 214

Customer Service Contact Center Benchmark Big data 214

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. My Comment: Thomas A.

Journey mapping 213

Journey mapping Customer Service Customer centricity Chatbots 213

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Consumers seek on-demand customer service as they shop both online and offline. Here are my top five picks from last week.

Customer Service 218

Customer Service Transportation Entertainment Airlines 218

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. The author has an interesting twist and discusses the move from a customer journey map to a customer experience map.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. My Comment: Customer success is an important concept to just about any business.

Customer Service 192

Customer Service Customer centricity Technology Customer Experience 192

ShepHyken

OCTOBER 30, 2017

Each week I read a number of customer service articles from various online resources. 4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Customer Service 61

Customer Service Marketing Customer Experience Technology 61

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. And, from the story in this article, they give their customers a chance to make things right with dignity and respect. Eglobalis ) Companies are shooting themselves in the foot consistently around their customer experience.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. The Exhaustive Guide to Dealing with Angry Customers by Harsh Vardhan. Here are my top five picks from last week. A great resource!

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. She created an experience for her customer. She created an experience for her customer. This is where sales and customer service collide. Here’s the short version.

Sales 322

Sales Customer Service Advertising Customer Experience 322

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. My Comment: This article starts with the following sentence: “Your frontline employees, like your sales associates, technicians and customer service reps, often know what’s wrong in your company before you do.” Engage your front liners.

Customer Service 199

Customer Service Marketing Customer Experience Sales 199

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service?

Customer Service 174

Customer Service Surveys Personalization Consulting 174

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. In addition, customer data gives you more insight into trends, what’s working, what’s not and more. Here are my top five picks from last week.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc.

Customer Service 205

Customer Service Metrics B2C B2B 205

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 78

Customer Service Chatbots Government Customer centricity 78

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online resources. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize? CIOs need to focus on customer experience now by Zavalaeus Kerr.

Customer Service 192

Customer Service Surveys Customer Experience 192

ShepHyken

MARCH 6, 2017

Each week I read a number of customer service articles from various online resources. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forward-looking enterprises are especially keen to leverage AI for customer service, a cost center that traditionally scales linearly with revenue.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. And, it’s free.

Customer Service 97

Customer Service Personalization Upselling Self service 97

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. My Comment: Part of an amazing customer experience can be driven by technology.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 75

Customer Service Self service Accountability Customer Experience 75

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. There has been a 2.5x

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Customers want it and are expecting it.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

SEPTEMBER 21, 2018

Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks! .’ – (Source: American Express Customer Service Barometer 2017).

Customer Experience 279

Customer Experience Big data Technology Chatbots 279

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

Airlines 185

Airlines Customer Service B2B B2C 185

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. In a perfect world, if you did you would have a wonderful experience. It’s worth it.

Customer Service 299

Customer Service Surveys Marketing Sales 299