ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 222

Customer Service Customer retention B2C Contact Center 222

ShepHyken

MAY 12, 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. Should chat-bots replace humans for customer support? Of course, customer service is part of the CX.

Customer Service 236

Customer Service Chatbots Customer retention Marketing 236

ShepHyken

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 Service 207

Customer Service Customer retention Marketing Sales 207

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

ShepHyken

MAY 13, 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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Here are my top five picks from last week.

Customer Service 186

Customer Service Customer retention Metrics Advertising 186

ShepHyken

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 Service 34

Customer Service Customer retention Wait times Self service 34

ShepHyken

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 Service 219

Customer Service Chatbots B2C B2B 219

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Do not confuse the two.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

JULY 20, 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. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. My Comment: Is customer service broken?

Customer Service 155

Customer Service Self service Customer retention Surveys 155

ShepHyken

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. I asked the salesperson how easy it is to get customer support. This article is about that – and more. It was so easy.

Customer Service 31

Customer Service Customer retention Engineering Chatbots 31

ShepHyken

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 Service 171

Customer Service Customer retention Self service Engineering 171

ShepHyken

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 Service 177

Customer Service Morale Customer retention Marketing 177

ShepHyken

DECEMBER 10, 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 start this Top Five roundup with a list of questions on customer retention. It’s an asset.

Customer Service 159

Customer Service Customer retention Advertising Contact Center 159

ShepHyken

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. If you don’t understand how they think about purchases and support, it’s time to learn. Here are my top five picks from last week.

Customer Service 173

Customer Service Self service Personalization Customer retention 173

ShepHyken

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 Service 173

Customer Service Contact Center Customer centricity Banking 173

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. The top five things you hate most about customer service by Sarah Ingrams . Here are my top five picks from last week.

Customer Service 161

Customer Service Benchmark Customer Care Finance 161

Wowdesk Blog

FEBRUARY 4, 2025

Research shows that 86% of buyers are willing to pay more for a great customer experience, and companies that prioritize customer support software see up to 60% higher profits. With the rapid digital transformation, businesses must adopt the best customer support software to enhance efficiency and satisfaction.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

ShepHyken

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 Service 159

Customer Service Customer advocacy Average Handle Time Customer centricity 159

CSM Magazine

JANUARY 3, 2025

Empathy is essential in customer support, but how do you know if its actually making a difference? By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success. Customer Retention Rates: Empathy builds loyalty.

Customer Support 52

Customer Support Feedback Surveys Metrics 52

ShepHyken

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 Service 156

Customer Service B2C Customer retention Government 156

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In this article, well explore why empathy is the foundation of meaningful support and how it creates lasting positive experiences.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

In customer support, empathy works the same way. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates. In this article, well explore why empathy is the foundation of meaningful support and how it creates lasting positive experiences.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

ShepHyken

OCTOBER 31, 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. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. You don’t want to scare your customers away.

Customer Service 31

Customer Service Advertising Engineering Customer Experience 31

ShepHyken

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 Service 163

Customer Service Self service Customer Experience Personalization 163

Nicereply

JUNE 18, 2020

Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. That’s where customer retention comes in.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

ShepHyken

MARCH 13, 2020

This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 267

Customer Support Customer retention Customer Experience Management 267

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Benchmark 307

Benchmark Customer retention Feedback Consulting 307

ShepHyken

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. Today it’s expected.

Customer Service 132

Customer Service B2C B2B SaaS 132

Wowdesk Blog

JANUARY 31, 2025

Whether a startup or an enterprise, investing in a helpdesk system optimizes operations and enhances customer loyalty. In this article, well explore why businesses must adopt a helpdesk ticketing system for seamless support. Improved Customer Retention 89% of customers switch brands after poor experiences.

Customer Support 52

Customer Support Multi-channel support Analytics Chatbots 52

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ShepHyken

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 Service 120

Customer Service Call Center Customer retention Banking 120

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 293

Customer Experience Feedback Customer centricity Customer retention 293

Totango

JANUARY 26, 2021

Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention? Take demographic data about customers into account. The renewal process has bugs.

Customer retention 94

Customer retention Sales Marketing Big data 94

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

ShepHyken

OCTOBER 8, 2021

Every time a customer reaches out to your team with a question or concern it’s an opportunity for you to build trust in your company, improve customer satisfaction, and possibly even prevent customer churn. . That’s why it’s critical reaching your customer support team is easy and accessible.

Best practices 342

Best practices Customer Service Morale Feedback 342

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. The key to dealing with the Matures is to up your personalization when providing customer support. Conclusion.

Customer Service 216

Customer Service Entertainment Marketing Customer Support 216