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. As the title implies, this article focuses on how great customer service can make a sale. Find out in this article. Thats a lot of returns!

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

FEBRUARY 16, 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. We kick off this weeks Top Five with an article about loving on your customers. In the authors words, Personalization wins loyalty.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

FEBRUARY 23, 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 friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands.

B2C 198

B2C Customer Service B2B Marketing 198

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. According to this article, 16.5% My Comment: This is an excellent article on customer loyalty programs.

Customer Service 174

Customer Service Automotive B2B SaaS 174

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. The list is really a reminder of the type of person we want to engage with our customers. Here are my top five picks from last week.

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

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. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

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. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

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. Make the Complicated Simple : The quote I used in the opening paragraph of this article sums up the point. If you are more of a visual person, check out my videos on ShepTV.

Customer Service 198

Customer Service Customer Experience Personalization 198

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. Theres power in personalization. Here are my top five picks from last week.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

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. This article focuses on how the NFL (National Football League for those outside the US) continues to work on the customer/fan experience.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? It could be military equipment or comic books. Consistency counts!

Personalization 391

Personalization Advertising Feedback Customer Service 391

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. Here are my top five picks from last week.

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. My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.”

Customer Service 398

Customer Service Customer retention Contact Center Sales 398

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. Consider this article as a launch into a discussion about how to be more convenient for your customers. Here are my top five picks from last week.

Customer Service 391

Customer Service B2C B2B Customer retention 391

ShepHyken

APRIL 26, 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. Brian Solis has a compelling article about this very topic. Here are my top five picks from last week. Think about that!

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ShepHyken

SEPTEMBER 6, 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 excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

CCNG

JANUARY 29, 2025

Some systems can even work at conversational speed, providing quick solutions without requiring agents to sift through multiple articles to try and find the right answer for the customer. Personalized Access and Permissions: KMS tools provide flexible permission levels so teams or roles can access tailored information.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

ShepHyken

MAY 31, 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. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

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. This article will give you a good start to understanding what makes for a good question that will get you the insights you need. by Janelle Estes.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

ShepHyken

DECEMBER 21, 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. In this article, he discusses how the COVID-19 pandemic accelerated the use of certain aspects of customer service. by GISuser. Here’s Why.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

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. Read the article and find out.

Customer Service 57

Customer Service B2B Customer retention CRM 57

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. 48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc.,

Customer Service 213

Customer Service Self service Marketing Personalization 213

ShepHyken

MARCH 19, 2025

Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. For personal relationships, its almost an obligation to give a gift. Unlike personal relationships, the choice to do so is optional. So, for this article, Ill share a few ideas on what NOT to do.

Customer Service 191

Customer Service Personalization Marketing Customer Experience 191

ShepHyken

SEPTEMBER 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: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. Why is this important?

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

ShepHyken

JULY 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. My Comment: The Olympics have officially begun, so it seems appropriate to lead with this article in this week’s Top Five roundup.

Customer Service 206

Customer Service Chatbots Morale Self service 206

ShepHyken

AUGUST 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. This article tells the story and shares the lessons any company can use in the face of a CX crisis. Here are my top five picks from last week.

Customer Service 213

Customer Service Self service Airlines Government 213

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. This article shares the concerns you should consider when putting technology between your customer and a live support agent.

Customer Service 213

Customer Service Customer centricity Chatbots Self service 213

ShepHyken

APRIL 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. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important.

Customer Service 213

Customer Service B2B B2C Advertising 213

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. Ive written full articles about some of these topics in the past. However, todays customers want a personalized experience. Some very popular business sayings are potentially detrimental to your organization.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

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 206

Customer Service Best practices Marketing Customer Experience 206

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 183

Customer Service Customer centricity Personalization Customer Experience 183

AWS Machine Learning

DECEMBER 18, 2024

Users can search ServiceNow knowledge base (KB) articles and incidents in addition to being able to create, manage, and track incidents and KB articles, all from within their web experience chat. ServiceNow Obtain a ServiceNow Personal Developer Instance or use a clean ServiceNow developer environment.

APIs 95

APIs Enterprise Accountability Government 95

ShepHyken

JUNE 2, 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: This excellent article includes seven tips to create stronger customer loyalty. Here are my top five picks from last week.

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

ShepHyken

MARCH 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 kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 206

Customer Service Call Center Call center experience Chatbots 206

ShepHyken

APRIL 28, 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 includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more.

Customer Service 183

Customer Service Advertising B2C Big data 183

ShepHyken

APRIL 14, 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. All five of this week’s articles are focused on customer loyalty. First, the subtitle of the article mentions personalization.

Customer Service 191

Customer Service B2C B2B Customer Experience 191

ShepHyken

OCTOBER 6, 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 kick off this week’s Top Five roundup with an article on customer loyalty. Here are my top five picks from last week.

Customer Service 198

Customer Service Customer emotions Customer Experience Marketing 198