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. It should support and augment it. So, don’t make any of the mistakes found in this article!

Customer Service 231

Customer Service Customer centricity Chatbots Self service 231

ShepHyken

MARCH 13, 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. He manages a team of customer support professionals and knows what the best customer service looks like – and how to deliver it.

Customer Service 241

Customer Service Best practices Customer retention Customer Support 241

ShepHyken

DECEMBER 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: Were winding down the year, and I cant think of a better article to read to prepare for 2025.

Customer Service 156

Customer Service outsourcing Customer Support Chatbots 156

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. The customer experience really starts on the inside of an organization with the employee experience.

Customer Service 243

Customer Service Chatbots B2C B2B 243

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 15 Customer Experience Trends for 2018 by Bruce Temkin. My Comment: This article falls on the topic of your company’s culture.

Customer Service 0

Customer Service Advertising Customer Support Marketing 0

ShepHyken

AUGUST 30, 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. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. Read the article and you can make your own decision.

Customer Service 46

Customer Service B2B Benchmark Personalization 46

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 231

Customer Service Customer retention Marketing Sales 231

ShepHyken

FEBRUARY 19, 2018

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. Top 5 Tips to Improve Social Customer Service by Kristina Knight. Here are five tips to improve social customer service.

Customer Service 218

Customer Service Self service Chatbots CRM 218

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 207

Customer Service Customer retention Metrics Advertising 207

ShepHyken

APRIL 2, 2018

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. Three Important Considerations for Customer Service Surveys by Paul Selby. My Comment: Do you want more sales?

Customer Service 140

Customer Service Self service Surveys Scripts 140

ShepHyken

JANUARY 30, 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 will explain what ChatGPT is and why it has the opportunity to transform customer experience.

Customer Service 45

Customer Service Banking Customer Experience Surveys 45

ShepHyken

JUNE 12, 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. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Here are my top five picks from last week.

Customer Service 207

Customer Service Metrics B2C B2B 207

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. My Comment: Customer loyalty doesn’t happen immediately. billion in sales.

Customer Service 232

Customer Service Customer retention B2C Contact Center 232

ShepHyken

JANUARY 8, 2018

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. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

OCTOBER 2, 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. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This article has some great information. My Comment: Thomas A.

Journey mapping 215

Journey mapping Customer Service Customer centricity Chatbots 215

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

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Customer Support 223

Customer Support Technical Support Contact Center Customer Experience 223

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Meet Mor and Yoni, two of the Lightricks support team all-stars. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Need more examples?

Customer Support 206

Customer Support Brand ambassadors Scripts Customer Care 206

ShepHyken

JUNE 5, 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. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. It’s been along for a while.

Customer Service 43

Customer Service Chatbots Customer Support Customer Experience 43

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Benefits of dedicated customer support .

B2B 185

B2B Customer Support Best practices Coaching 185

ShepHyken

FEBRUARY 5, 2018

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 Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. Here are my top five picks from last week.

Customer Service 38

Customer Service B2C Benchmark B2B 38

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 191

Customer Service Self service Personalization Customer retention 191

ShepHyken

MARCH 20, 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. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. This is a short article about how to apologize.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

APRIL 30, 2021

Customer Service Trends For 2021 . Modern customers want real-time interactions that are personalized and consistent. To meet their demands, we expect to see more technology in customer support in 2021, as well as a growth in omnichannel support strategies. Increased Usage of Live Chat For Real-Time Support .

Customer Service 388

Customer Service Chatbots Analytics Upselling 388

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 397

B2B Journey mapping B2C Telecommunications 397

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 194

Customer Service Morale Customer retention Marketing 194

ShepHyken

OCTOBER 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. My Comment: The companies that use AI (Artificial Intelligence) effectively have figured out an important part of the AI customer experience.

Customer Service 201

Customer Service Marketing Customer Experience Sales 201

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service. Strategies.

Customer Service 388

Customer Service Chatbots Education Feedback 388

ShepHyken

JANUARY 16, 2024

They should be looking for the experiences their customers receive during peak hours or in the middle of the night, what a sales call is like compared to a customer service call, and more. Finally, leaders should spend time on the front line, either shadowing (listening in) on customer support calls or taking the calls themselves.

Customer Service 388

Customer Service Customer centricity Surveys Customer Support 388

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be….

Customer Support 182

Customer Support Customer effort Self service Metrics 182

ShepHyken

OCTOBER 1, 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: For those in the customer support world, this article is for you. If so, read this article.

Customer Service 187

Customer Service Average Handle Time Contact Center Metrics 187

ShepHyken

APRIL 18, 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. Tracking Customer Experience? This is the ‘customer experience gap.’ Here are my top five picks from last week.

Customer Service 197

Customer Service Customer centricity Customer Experience Sales 197

ShepHyken

OCTOBER 1, 2022

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. At JustReachOut, this led to customer confusion and frustration. . Are Your Teams in Sync? .

Sales 185

Sales Marketing Customer Service Upselling 185

ShepHyken

SEPTEMBER 10, 2018

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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. It must be legendary.

Customer Service 36

Customer Service Customer Care Chatbots Personalization 36

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 309

Chief Customer Officer Call Center Consulting Consulting 309

ShepHyken

OCTOBER 23, 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. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record.

Customer Service 183

Customer Service Construction Contact Center Scripts 183

ShepHyken

NOVEMBER 28, 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. When CEOs Engage Directly with Customers by G. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?”

Customer Service 34

Customer Service Contact Center outsourcing Customer centricity 34