ShepHyken

DECEMBER 9, 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. As the title implies, this article focuses on how great customer service can make a sale. Find out in this article. Thats a lot of returns!

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

FEBRUARY 16, 2025

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. We kick off this weeks Top Five with an article about loving on your customers. This article will get you thinking about it.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

NOVEMBER 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 dives into the history of the original saying (“The customer is always right.”) According to this article, it is not.

Customer Service 183

Customer Service CRM Customer Experience 183

ShepHyken

OCTOBER 20, 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 open this week’s Top Five Roundup with a fun article about using fun as a customer strategy. How often do your customers giggle?

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

NOVEMBER 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. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

JANUARY 5, 2025

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. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

Customer Service 174

Customer Service Automotive B2B SaaS 174

ShepHyken

DECEMBER 1, 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 is an excellent article that breaks down reasons why it’s important, different types of journey maps you should consider, and much more.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

ShepHyken

DECEMBER 29, 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 excellent article/interview will give you even more insight into the importance and power of integrating the two.

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

ShepHyken

JANUARY 7, 2025

In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Some people have told me they love the cartoons and dont read the articles. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. Here are the five best from each category.

Customer Service 198

Customer Service Customer Experience Personalization 198

ShepHyken

NOVEMBER 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. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

ShepHyken

FEBRUARY 9, 2025

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 focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

ShepHyken

JANUARY 26, 2025

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. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

JANUARY 25, 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. “I My Comment: This is a great article. The article is short and to the point. Here are my top five picks from last week.

Customer Service 404

Customer Service Customer Experience Marketing Management 404

ShepHyken

MAY 10, 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: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.”

Customer Service 398

Customer Service Customer Support Surveys Self service 398

ShepHyken

MAY 24, 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: For those in the retail business, this is an article for you. Here are my top five picks from last week. That was until COVID-19.

Customer Service 398

Customer Service Customer retention Contact Center Sales 398

ShepHyken

DECEMBER 16, 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. Go back and read the first sentence of this very short description, and then read the article. Two lines in this article caught my attention.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

SEPTEMBER 13, 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. Consider this article as a launch into a discussion about how to be more convenient for your customers. Here are my top five picks from last week.

Customer Service 391

Customer Service B2C B2B Customer retention 391

ShepHyken

JULY 5, 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. Here is a brief article about how to start designing a customer loyalty program. This article focuses on how the EX impacts the CX.

Customer Service 385

Customer Service Consulting Consulting Surveys 385

ShepHyken

OCTOBER 25, 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. This article emphasizes that customers may not be so quick to want to use an automated or digital system. What Kind of CX Do Customers Really Want?

Customer Service 377

Customer Service Chatbots B2C Consulting 377

ShepHyken

JULY 19, 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 article explains the role is “transitionary,” however I believe that there is no destination. This excellent article is written by a Ph.D.

Chief Customer Officer 379

Chief Customer Officer Customer Service Best practices Contact Center 379

ShepHyken

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 Service 377

Customer Service Benchmark Customer Experience Surveys 377

ShepHyken

JUNE 28, 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. Then do a Google search for articles about their success. Something that intrigued me about this article was the title. by Carl Smith.

Customer Service 371

Customer Service Government Customer Experience Marketing 371

ShepHyken

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. This article is about taking care of employees so they will take better care of your customers. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

CCNG

JANUARY 29, 2025

Some systems can even work at conversational speed, providing quick solutions without requiring agents to sift through multiple articles to try and find the right answer for the customer. Generative AI: Some KMS platforms use Generative AI to draft initial knowledge articles, organize and streamline information, or assist agents in real-time.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

ShepHyken

MARCH 31, 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. That message is loud and clear in just the first two paragraphs of this article. Here are my top five picks from last week.

Government 219

Government Customer Service B2B B2C 219

ShepHyken

JULY 21, 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: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

ShepHyken

AUGUST 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. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

ShepHyken

SEPTEMBER 15, 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 lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

SEPTEMBER 8, 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 have a loyalty program, this article is for you. Here are my top five picks from last week.

Customer Service 213

Customer Service Self service Marketing Personalization 213

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

ShepHyken

JUNE 17, 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 has three simple tips on how to connect and attract young consumers. Here are my top five picks from last week.

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

ShepHyken

APRIL 22, 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 short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important.

Customer Service 213

Customer Service B2B B2C Advertising 213

ShepHyken

JULY 29, 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: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 206

Customer Service Chatbots Morale Self service 206

ShepHyken

SEPTEMBER 22, 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: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. Why is this important?

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

ShepHyken

MAY 19, 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 will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

Customer Service 213

Customer Service Government Banking Customer centricity 213

ShepHyken

SEPTEMBER 30, 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. Our friend Lynn Hunsaker shares an article about this year’s theme: Good CX delivers better outcomes for customers, employees, and organizations.

Customer Service 206

Customer Service Surveys Customer Experience Marketing 206