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 393

Customer Service Customer Support Surveys Self service 393

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 353

Surveys Feedback Customer Experience Customer Service 353

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 312

Feedback Customer Service Surveys Accountability 312

ShepHyken

JANUARY 30, 2019

It may be one of the best feedback questions I’ve ever heard. Let’s start with the one that prompted me to write this article: the next time you call us, would you want the same person to take care of you? The post The Best Feedback Question appeared first on Shep Hyken. Sure, I’ll give them an extra minute of my time.

Feedback 280

Feedback Surveys Customer Service Personalization 280

ShepHyken

OCTOBER 17, 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. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. My Comment: Great article about ramping up your customer experience.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

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 280

Customer Service Scripts Feedback Call Center 280

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 312

Customer Service Surveys Customer Experience Accountability 312

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 341

Customer Service Customer centricity B2B Government 341

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 291

Customer Service Customer centricity Feedback Personalization 291

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 298

Customer Service Surveys Customer Experience Feedback 298

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. That element is employee feedback. Employee Feedback – Pure Gold! First, obtain employee feedback through a company-wide survey.

Feedback 245

Feedback Customer Experience Abandon rate Surveys 245

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 207

Surveys Feedback Customer Service Customer Experience 207

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 284

Customer Service Surveys Customer Experience Feedback 284

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 248

Feedback Customer Experience Surveys Construction 248

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 276

Customer Service B2B Customer Experience Marketing 276

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 275

Customer Service Advertising Feedback Customer Experience 275

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 171

Customer Service Feedback Personalization Customer Experience 171

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 265

Customer Service Customer retention Contact Center Upselling 265

ShepHyken

SEPTEMBER 7, 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. My Comment: The title of this article caught my attention. My Comment: Feedback is crucial to the growth of your team members.

Construction 231

Construction Customer Service Feedback Customer retention 231

ShepHyken

SEPTEMBER 23, 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. At first, I thought this article was written for consumers. Then read this article. Here are my top five picks from last week.

Journey mapping 256

Journey mapping Customer Service B2B Analytics 256

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 219

Customer Service Airlines Feedback B2B 219

ShepHyken

FEBRUARY 16, 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. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 252

Customer Service B2B Journey mapping Best practices 252

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 225

Customer Service Customer Support Feedback Technology 225

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 235

Customer Service Best practices Education Consulting 235

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 235

Customer Service Technology Marketing Contact Center 235

ShepHyken

AUGUST 24, 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 article has plenty of information to make the case. You want more of them, then read this article. by Mitul Makadia.

Customer Service 212

Customer Service Best practices Contact Center Chatbots 212

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 200

Customer Service Best practices Marketing Customer Experience 200

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 200

Customer Service Customer retention Morale Customer Experience 200

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 207

Customer Service Government Banking Customer centricity 207

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 41

Customer Service B2B Benchmark Personalization 41

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 179

Customer Service Customer centricity Personalization Customer Experience 179

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

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Businesses who want to use NLP to process customer feedback will find that this type of A.I. When it comes to processing feedback, categorization is king. has limitations. .

Feedback 171

Feedback Chatbots Education Consulting 171

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

DECEMBER 27, 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 has a few other ideas worth considering. This article makes the case that winning your customers back is also less expensive.

Customer Service 186

Customer Service Coaching Marketing Call Center 186

ShepHyken

AUGUST 15, 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. For customers, trusting that their feedback is being heard and that it matters is vital to building a longstanding, trusting relationship.

Customer Service 32

Customer Service Surveys Feedback Technology 32