ShepHyken

NOVEMBER 3, 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: I’ve always said a great customer experience (CX) starts with a great employee experience (EX).

Customer Service 173

Customer Service Entertainment Consulting Consulting 173

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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience. Thats a department.

Customer Service 181

Customer Service B2B Sales Self service 181

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. Unless the customer is trying to take advantage of you, this is sound wisdom. According to this article, it is not.

Customer Service 181

Customer Service CRM Customer Experience 181

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. I always preach that our goal should be to not just fix a problem, but to restore customer confidence.

Customer Service 173

Customer Service Surveys Feedback Chatbots 173

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. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? Average won’t cut it.

Customer Service 188

Customer Service Customer centricity Entertainment Airlines 188

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. I have added my comments about each article and would like to hear what you think too. Connect with Shep on LinkedIn.

Customer Service 181

Customer Service Self service Customer Experience Personalization 181

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. Having been a marketer for over a decade, I deeply understand the impact of a good customer experience.

Journey mapping 188

Journey mapping Customer Service Customer Experience Marketing 188

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. My Comment: Retail returns are becoming a costly problem for both retailers and customers. According to this article, 16.5%

Customer Service 173

Customer Service Automotive B2B SaaS 173

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. My Comment: There has never been a better time to understand your customer’s buying behavior.

Customer Service 173

Customer Service Contact Center Customer Experience Call Center 173

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. Ive always said that achieving excellence in service and CX is a journey without a destination. He received 396!

Customer Service 181

Customer Service Best practices Customer Experience Analytics 181

ShepHyken

MARCH 11, 2025

With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.

Customer Service 210

Customer Service Chatbots Self service Technology 210

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. What makes a great customer experience? Theres power in personalization.

Customer Service 164

Customer Service Metrics Benchmark Consulting 164

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. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien.

Customer Service 396

Customer Service Customer Support Surveys Self service 396

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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Here are my top five picks from last week.

Customer Service 388

Customer Service B2C B2B Customer retention 388

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 Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.

Customer Service 401

Customer Service Customer Experience Marketing Management 401

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. They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister.

Customer Service 382

Customer Service Consulting Consulting Surveys 382

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. Custom Studio (Inc.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

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. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf.

Customer Service 396

Customer Service Customer retention Contact Center Sales 396

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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council.

Customer Service 374

Customer Service Benchmark Customer Experience Surveys 374

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. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

Customer Service 368

Customer Service Government Customer Experience Marketing 368

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. by Mary Drumond.

Chief Customer Officer 376

Chief Customer Officer Customer Service Best practices Contact Center 376

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. What Kind of CX Do Customers Really Want? My Comment: How do customers prefer to reach out to you for help and support?

Customer Service 374

Customer Service Chatbots B2C Consulting 374

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. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Your goal is to win back the customers confidence.

Customer Service 196

Customer Service Customer Experience Personalization 196

CCNG

MARCH 12, 2025

In todays fast-paced world, customer service is all about speed. Customers dont care how much information you have they care about how fast you can solve their problem. When a customer is on hold or waiting for a response, time is critical. This leads to happier agents, which in turn leads to better customer service.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

ShepHyken

JULY 11, 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 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. It’s part of the customer experience.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 173

Customer Service Feedback Personalization Customer Experience 173

ShepHyken

AUGUST 8, 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. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Follow on Twitter: @Hyken.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

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. How much more?

Customer Service 57

Customer Service B2B Customer retention CRM 57

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. You applauded and I took center stage.

Customer Service 436

Customer Service Customer Experience 436

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 405

Customer Service Chatbots Interactive Voice Response Customer Support 405

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. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Customer Service 210

Customer Service Airlines Self service CRM 210

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 favorite is the fifth one, teaching to “overmanage the customer experience. Here are my top five picks from last week.

Customer Service 210

Customer Service Self service Marketing Personalization 210

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.

Customer Service 216

Customer Service Journey mapping Customer Care Consulting 216

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. And when you combine it with meeting the customer’s service needs and expectations, you go to another level.

Government 216

Government Customer Service B2B B2C 216

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Customer Service 405

Customer Service Customer Care Customer Support 405

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 423

Customer Service Coaching Technology Customer Care 423