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 396

Customer Service Customer Support Surveys Self service 396

ShepHyken

NOVEMBER 5, 2021

He shares the challenges and limitations of using surveys to gather feedback about customer experience. Not only are they essential for businesses to improve, but they provide an outlet for customers to share meaningful brand feedback. . While brands can and should utilize surveys, it shouldn’t be the only way you obtain feedback.

Surveys 356

Surveys Feedback Customer Experience Customer Service 356

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

Feedback 313

Feedback Customer Service Surveys Accountability 313

ShepHyken

JUNE 17, 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. How to Turn Positive Feedback into Positive Results by Ashley Scrace Wendel. Well, the same focus should be on positive feedback you receive.

Customer Service 282

Customer Service Scripts Feedback Call Center 282

ShepHyken

FEBRUARY 14, 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. can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights.

Customer Service 313

Customer Service Surveys Customer Experience Accountability 313

ShepHyken

JUNE 7, 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: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!

Customer Service 343

Customer Service Customer centricity Government B2B 343

ShepHyken

MAY 6, 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. Team Support) Feedback matters in the customer-centric era of business we work in. Here are my top five picks from last week.

Customer Service 294

Customer Service Customer centricity Feedback Personalization 294

ShepHyken

JUNE 3, 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. So, the right types of questions can go a long way in getting your customers to share their feedback. Customers are getting survey fatigue.

Customer Service 300

Customer Service Surveys Customer Experience Feedback 300

ShepHyken

DECEMBER 3, 2024

71% assume the company or brand won’t make changes after receiving their feedback. This may be the most important lesson, and it is what this short article is all about. And, if appropriate, acknowledge their specific feedback and let them know how you are using it. The company did this well. Acknowledge the customer!

Surveys 210

Surveys Feedback Customer Service Customer Experience 210

ShepHyken

JUNE 10, 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. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys).

Customer Service 287

Customer Service Surveys Customer Experience Feedback 287

ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. Net Promoter Score (NPS).

Feedback 251

Feedback Customer Experience Surveys Construction 251

ShepHyken

DECEMBER 28, 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 is an interesting article on how a gift can create a psychological impact, increase loyalty and more. My Comment: Happy Holidays!

Customer Service 279

Customer Service B2B Customer Experience Marketing 279

ShepHyken

AUGUST 26, 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. My Comment: We start this week’s Top Five roundup with an article filled with stats – 37 of them! by Teresa Allen.

Customer Service 277

Customer Service Advertising Feedback Customer Experience 277

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. Great question, and heres my answer: Ask and ye shall receive!

Customer Service 173

Customer Service Feedback Personalization Customer Experience 173

ShepHyken

JULY 26, 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. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. Here are my top five picks from last week.

Customer Service 268

Customer Service Customer retention Contact Center Upselling 268

ShepHyken

OCTOBER 18, 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 looks at three ways COVID-190 changed CX, as the title suggests, forever. CMSWire) Feedback is everywhere these days.

Customer Service 222

Customer Service Airlines Feedback B2B 222

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. Ive written full articles about some of these topics in the past.

Customer Service 228

Customer Service Customer Support Feedback Technology 228

ShepHyken

NOVEMBER 8, 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. My Comment: This article opens with a reference to a Harvard Business Review article titled Stop Trying to Delight Your Customers.

Customer Service 238

Customer Service Best practices Education Consulting 238

ShepHyken

AUGUST 16, 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. So, even if you don’t read the article – and you should – at least check out the quotes. Here are my top five picks from last week.

Customer Service 238

Customer Service Technology Marketing Contact Center 238

ShepHyken

JULY 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. But I’ll let you discover that one when you read the article. Here are my top five picks from last week.

Customer Service 203

Customer Service Best practices Marketing Customer Experience 203

ShepHyken

JUNE 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. Regularly collect feedback from staff through surveys, meetings, or suggestion boxes to identify customer pain points and opportunities for improvement.

Customer Service 203

Customer Service Customer retention Morale Customer Experience 203

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 210

Customer Service Government Banking Customer centricity 210

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. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. My Comment: I love this topic.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

ShepHyken

DECEMBER 17, 2024

Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers input and making them feel heard by letting them know what actions are taken. When feedback is less than stellar, proactively reach out to understand how to improve.

Chief Customer Officer 156

Chief Customer Officer Surveys Feedback CRM 156

ShepHyken

SEPTEMBER 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. Actually, it’s more than an article, it’s an entire magazine devoted to CX. Enjoy almost 56 pages of articles, opinions, and interviews.

Customer Service 181

Customer Service Customer centricity Personalization Customer Experience 181

ShepHyken

JUNE 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. In this informative and entertaining article, Hodak takes her SUPER model and uses well-known brands from the fast-food industry to illustrate her points.

Customer Service 40

Customer Service Customer centricity B2C Entertainment 40

ShepHyken

JANUARY 16, 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. The post 5 Top Customer Service Articles of the Week 1-16-2023 appeared first on Shep Hyken. Here are my top five picks from last week.

Customer Service 40

Customer Service Benchmark Customer centricity Customer Experience 40

ShepHyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. Inspires Creativity via Discussion Forums and Feedback . Moreover, they can share feedback with one another and brainstorm ideas together. . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 405

Feedback Surveys Management Employee engagement 405

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. You’ve listened to your employees, and you’ve created better processes because of their feedback. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Listen to your customers.

Customer Experience 396

Customer Experience Wait times Surveys Feedback 396

ShepHyken

OCTOBER 17, 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. Enough Already With Customer Feedback. My Comment: I love the opening line of this article: “Who comes back for average customer experience?

Customer Service 34

Customer Service Surveys Chatbots Self service 34

ShepHyken

JANUARY 10, 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: Here is an interesting article from the New York Times about the state of customer service. My Comment: This article hits two areas.

Customer Service 196

Customer Service Upselling Sales Customer retention 196

ShepHyken

AUGUST 20, 2021

This week we feature an article by Ray?Blakney, Whether they give good or bad feedback, listen to your customers and let them know you listen. Showing that you care about their feedback will be key for securing their repeat business.? . For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Enterprise 419

Enterprise B2B Feedback Marketing 419

ShepHyken

AUGUST 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. I have added my comment about each article and would like to hear what you think too. My Comment: I couldn’t go a week without an article about AI.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

NOVEMBER 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. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience.

Customer Service 175

Customer Service Self service Surveys Contact Center 175

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings. Talk to Your Employees. Conclusion.

Customer Service 368

Customer Service Chatbots Education Feedback 368

ShepHyken

NOVEMBER 19, 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: The obvious way to track customer satisfaction is by asking the customer for feedback. Here are my top five picks from last week.

Morale 156

Morale Customer Service Chatbots Feedback 156

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. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 356

Customer Experience Transportation Feedback Metrics 356