ShepHyken

DECEMBER 5, 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. My Comment: This excellent article makes the argument that managing the customer’s experience may not always be about exceeding their expectations.

Customer Service 313

Customer Service Customer retention Personalization Customer Experience 313

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. Follow on Twitter: @Hyken.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

Beyond Philosophy

OCTOBER 11, 2018

A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It describes how they give customers or prospects something with the hopes that their generosity will be returned in higher sales or customer loyalty. No one wants to be tricked or cajoled into the sale.

Sales 344

Sales Call Center Marketing Personalization 344

Beyond Philosophy

MARCH 17, 2015

How can you increase your sales by 47%? The result of their changes was a 47% increase in sales with no additional marketing support. According to an article on Adweek last summer, it is gaining favor but still most marketers are appealing to the rational side of their Customers. It’s all in the packaging.

Sales 379

Sales Scripts Marketing Customer Experience 379

ShepHyken

SEPTEMBER 19, 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. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Here are my top five picks from last week.

Customer Service 0

Customer Service Chatbots CRM Technology 0

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. And, even though the emphasis of the article is on small businesses, this can work for any type of business. Follow on Twitter: @Hyken.

Customer Service 296

Customer Service Customer centricity Feedback Personalization 296

ShepHyken

SEPTEMBER 26, 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. Anything less than a consistent experience erodes confidence and eventually sales. Here are my top five picks from last week. Take Starbucks as an example.

Journey mapping 307

Journey mapping Customer Service Contact Center Airlines 307

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

MAY 3, 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: About a month ago I included an article about Sweetwater as part of the Top Five Roundup. This company is on my radar.

Customer Service 286

Customer Service Entertainment Banking Marketing 286

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Traditional sales advice says that it’s easier to keep a past customer than to get a new one, and so there’s been a proliferation of customer loyalty programs over the past few years.

Sales 310

Sales Consulting Consulting Customer emotions 310

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. And more importantly, how can you ensure that it’s not costing you sales? Customers want to be able to reach a live person when they need assistance.

Sales 314

Sales CRM Contact Center Customer retention 314

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. A well-balanced customer experience strategy can impact every area of the business, enabling better sales/marketing/operational outcomes.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

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 257

Customer Service B2B Journey mapping Best practices 257

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

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century.

Personalization 227

Personalization Customer Experience Chatbots Metrics 227

ShepHyken

JUNE 25, 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. This article shares five ways to do so. Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council.

Customer Service 215

Customer Service B2B Personalization Enterprise 215

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. In this article, I’ll show you how you can harness the power of chatbots for your enhanced conversion rate optimization.

Chatbots 234

Chatbots Personalization Healthcare Government 234

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. For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales.

Customer Service 183

Customer Service Advertising B2C Big data 183

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 382

B2B Journey mapping B2C Telecommunications 382

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

NOVEMBER 30, 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. Well, here’s a short article that shows you how to take your ideas to the people who can make the decision. Can they co-exist?

Customer Service 173

Customer Service Construction B2C B2B 173

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. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics. Personalization.

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

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. This article shares some great insights and findings. If you like this type of information, you’ll enjoy this article.

Customer Service 178

Customer Service Self service Personalization Customer retention 178

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. My Comment: I love this article for two reasons.

Customer Service 39

Customer Service Chatbots Customer Support Customer Experience 39

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. Building a relationship that fosters confidence, trust and connection is a less obvious sales technique.

Education 331

Education Personalization Customer retention Sales 331

ShepHyken

SEPTEMBER 17, 2024

My friend Norman Beck sends me interesting articles and stories on a regular basis. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a Book by Its Cover. The person who may not look the part could turn out to be your best customer. This story is a great reminder of how all customers should be treated.

Customer Service 366

Customer Service Sales Customer Experience Personalization 366

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. While the ultimate goal is always going to be making sales, you want customers to feel that they are in a familiar place with friends, rather than being approached as potential sales prospects.

Consulting 366

Consulting Consulting Sales Self service 366

ShepHyken

JANUARY 24, 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: The summary of this article says it all. That’s exactly how this article starts. Here are my top five picks from last week.

Customer Service 174

Customer Service Customer centricity Personalization Customer Experience 174

ShepHyken

OCTOBER 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. In addition, the article shares five benefits of implementing a customer experience improvement program. What is a CX improvement program?

Customer Service 174

Customer Service Marketing Customer Experience Personalization 174

ShepHyken

FEBRUARY 21, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. Keeping that in mind, this blog highlights the best strategies you can implement to master customer experience at the point of sale.

Sales 189

Sales Customer Experience Marketing Personalization 189

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. This also applies to sales.

Personalization 165

Personalization Advertising Surveys Customer Service 165

ShepHyken

APRIL 30, 2021

Modern customers want real-time interactions that are personalized and consistent. For instance, Betterment, an online investment advisor, uses proactive chat invitations to provide personalized financial services to new clients, helping them invest with confidence. . Merging The Boundaries Between Customer Service and Sales .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

FEBRUARY 7, 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 is by an expert who consults in the NPS world. Here are my top five picks from last week. You need to do something with the data.

Customer Service 38

Customer Service Contact Center Consulting Consulting 38

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. My Comment: Let’s start with a great article about aligning customer service and marketing. Here are my top five picks from last week.

Customer Service 182

Customer Service Morale Customer retention Marketing 182

ShepHyken

MAY 7, 2021

This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century.

Personalization 174

Personalization Customer Experience Chatbots Metrics 174

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Personalization 103

Personalization Sales Scripts Contact Center 103

ShepHyken

FEBRUARY 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. I found this article fascinating, and I think you will, too! That alone should intrigue you enough to want to read this informative article.

Customer Service 183

Customer Service Customer Experience Personalization Sales 183