ShepHyken

APRIL 8, 2019

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. Easy access, personalization and a consistent experience are just a few ideas shared in this short, but powerful article.

Customer Service 264

Customer Service Government Entertainment Healthcare 264

ShepHyken

APRIL 29, 2019

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. The message is in the title of the article: “76% of Americans Choose Loyalty Programs that Collect ONLY Name and Phone Number.”

Customer Service 48

Customer Service Abandon rate Consulting Consulting 48

ShepHyken

AUGUST 11, 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 tells the story and shares the lessons any company can use in the face of a CX crisis. Here are my top five picks from last week.

Customer Service 213

Customer Service Self service Airlines Government 213

Customer Service Life

OCTOBER 13, 2020

I recently wrote an article about a new quality process where I coached my team without showing them a score. Properly authenticating the account. Leaving complete account notes for the next person who interacts with the customer. Starting a blog about customer service became instant accountability for me. The challenge.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

ShepHyken

AUGUST 24, 2020

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. This article has plenty of information to make the case. You want more of them, then read this article. by Mitul Makadia.

Customer Service 214

Customer Service Best practices Contact Center Chatbots 214

ShepHyken

APRIL 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. For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales.

Customer Service 183

Customer Service Advertising B2C Big data 183

AWS Machine Learning

DECEMBER 18, 2024

Users can search ServiceNow knowledge base (KB) articles and incidents in addition to being able to create, manage, and track incidents and KB articles, all from within their web experience chat. AWS Have an AWS account with administrative access. For more information, see Setting up for Amazon Q Business. Choose Next.

APIs 78

APIs Enterprise Accountability Government 78

ShepHyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. Separate technical support from core marketing accounts. Read Shep’s latest Forbes article: Who Wants To Be A Motivational Speaker?

Customer Experience 371

Customer Experience Management Chatbots Accountability 371

ShepHyken

JULY 2, 2021

This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. It’s one thing to not interact with spammy accounts, it’s another thing to completely avoid confrontation on social media. Don’t engage with spam accounts . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 377

Customer Service Chatbots Accountability Self service 377

ShepHyken

DECEMBER 20, 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. Three important points to this very on-point article. My Comment: This is a short article and it cuts straight to the point. We knew that!)

Customer Service 183

Customer Service Brand ambassadors Contact Center Customer Support 183

ShepHyken

APRIL 25, 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 love customer service statistics , and this short article has several. Here are my top five picks from last week. The headline is a fun one.

Customer Service 165

Customer Service B2B Surveys Best practices 165

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. And why doesn’t the email system know if a Notice of Cancellation is in effect for my account? He shares how organizations can use data and AI-powered tools to benefit customers.

Big data 416

Big data Marketing Personalization Accountability 416

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. A typical lengthy email: “In order to access your account, please go to our home page www.example.com. Here’s how you can shorten it: “To log in to your account, please visit www.example.com/login.”.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

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. This article shares something I had not heard of: how Walt Disney created “the desired path.” Here are my top five picks from last week.

Customer Service 178

Customer Service Consulting Consulting Customer Experience 178

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Closing the Operational Gap.

Customer Experience 360

Customer Experience Transportation Feedback Metrics 360

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing . Empower Your Service Team.

Customer Experience 377

Customer Experience Management Finance Banking 377

ShepHyken

MAY 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. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 165

Customer Service B2C Customer centricity Government 165

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? To see the image for yourself in the BBC article, please click here.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 333

Customer Service Advertising B2B Chatbots 333

ShepHyken

JULY 17, 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: Will the ten ways in this article really guarantee customer satisfaction? And that’s why you should read this article.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Regularly update training materials based on customer feedback.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, mentors accounting and finance professionals in over 80 countries to earn their CMA certification in as little as 8 months. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Liao, the founder of CMA Exam Academy. As a CMA and CMA coach,?Nathan?mentors

Finance 395

Finance Enterprise Coaching Consulting 395

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . If you want to dive into the concept of memory in more detail, you can read an article on it by clicking here.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. You see what other freebies you can share to add additional value.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

Feedback 314

Feedback Customer Service Surveys Accountability 314

Beyond Philosophy

DECEMBER 6, 2017

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.” Presidential Twitter accounts come to mind as an example here. But they didn’t work.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Very often, retail managers lack time and capacity to process and take into account all the necessary data to set attractive prices. “If

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

ShepHyken

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. The ad highlights how easy it is to open a checking account with your institution. . The customer journey is essential to any company’s success.

Sales 314

Sales CRM Contact Center Customer retention 314

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: The Real Reason Shoppers Aren’t Returning.

Accountability 247

Accountability Technology Personalization Customer Experience 247

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

B2B 382

B2B Journey mapping B2C Telecommunications 382

Beyond Philosophy

DECEMBER 19, 2016

In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. If you enjoyed this article, you might also enjoy: Would You Work Here?!?! Register now using the code Holidays to get 10% discount!

Sales 353

Sales Banking Customer emotions Education 353

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. Summary: Accountability and Communication. Every negative customer interaction can be attributed to a flaw in accountability or communication. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 263

Customer Experience B2B Accountability Feedback 263

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I gave them my feedback, and I felt like they actually cared and will take those recommendations into account for future guests. Read Shep’s latest Forbes article: .

Feedback 304

Feedback Sales Accountability Personalization 304

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Sage is a global software company that provides accounting, payroll, and payment solutions for businesses of all sizes.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. In this article, we’ll look at ways to support your customers through the customer support channels most important to them. Read Shep’s latest Forbes article: Losing Customers? Social Media.

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

Beyond Philosophy

DECEMBER 25, 2017

Hear whether the experts think a “Human Free” experience is isolated to a few industries or a glimpse of the future of Customer Experience in this article. Learn more about how this disconnect occurs with this article from last March. Why You Love Super Bowl Ads but Hate Shopping! Ad agencies know the power of emotions in advertising.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

AUGUST 9, 2017

do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Underbanked describes a household that has a checking and/or a savings account but has found outside resources for banking products, meaning other than financial institutions. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0