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 190

Customer Service Best practices Customer Experience Analytics 190

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 168

Customer Service Metrics Benchmark Consulting 168

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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Customer Service 297

Customer Service Surveys Customer Experience Feedback 297

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. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Customer Service 320

Customer Service Surveys Customer Experience Accountability 320

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Consulting Consulting 345

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. And when you are asked to stay on the phone to provide answers to a brief survey after a customer interaction, do you ever do it? Tips for building the best survey.

Surveys 283

Surveys Customer Service B2B SaaS 283

ShepHyken

OCTOBER 16, 2019

Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Without rehashing the entire article, timing is important. And don’t make it too long.

Surveys 268

Surveys Feedback Personalization Customer Service 268

ShepHyken

JULY 8, 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. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Customer Service 307

Customer Service Customer centricity Customer Care Finance 307

ShepHyken

MARCH 25, 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. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. I wrote a book on it!)

Customer Service 288

Customer Service Surveys Customer Experience Customer Support 288

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 313

Airlines Customer Service Advertising Customer Experience 313

ShepHyken

APRIL 19, 2019

This week we feature an article by Georgina Nelson who explains her approach to collecting customer feedback that will help you provide a better customer experience. In many cases, the response rates are extremely low because customers simply don’t have the time or desire to take a survey. The Power of One Question.

Surveys 274

Surveys Feedback Customer Experience Sales 274

ShepHyken

JUNE 14, 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. As the author of this article calls it, there is a customer service gap, a disconnect. My Comment: Personalization continues to be a hot topic.

Customer Service 259

Customer Service Customer retention Personalization Surveys 259

Beyond Philosophy

DECEMBER 26, 2017

As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. The questions in these ‘new age’ employee surveys address such key areas as:: – Organizational stakeholder-centric leadership. Cultural readiness for stakeholder-centricity.

Surveys 279

Surveys Enterprise Consulting Consulting 279

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 265

Customer Service B2B Journey mapping Best practices 265

ShepHyken

SEPTEMBER 9, 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: Let’s start this TOP FIVE roundup with an excellent article about customer loyalty programs.

Customer Service 255

Customer Service outsourcing Surveys Marketing 255

ShepHyken

AUGUST 3, 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. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Here are my top five picks from last week.

Customer Service 237

Customer Service Marketing Personalization Customer Experience 237

ShepHyken

OCTOBER 1, 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 short article focuses on five mistakes organizations make with their customer experience initiative. If nothing else, get this point!

Customer Service 48

Customer Service Surveys Customer Support Marketing 48

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 218

Customer Service B2B Personalization Enterprise 218

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. People are returning to non-essential businesses (in person) to do shopping.

Construction 235

Construction Customer Service Feedback Customer retention 235

ShepHyken

AUGUST 17, 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 title of the article states this is a sound strategy for small and medium-sized businesses, the larger businesses should take note.

Customer Service 236

Customer Service B2B Consulting Consulting 236

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Just be careful you don’t lose the personality of your company. The best companies have figured out the balance between a digital or automated experience and an in-person experience.

Self service 417

Self service Consulting Consulting Surveys 417

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. To take that one step further, I once had a car dealership inform me that if I brought back a completed survey, they would give me a free oil change.

Surveys 195

Surveys Construction CCNG Feedback 195

ShepHyken

MARCH 18, 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: Over the past year or two, I’ve shared several excellent articles by Brittany Hodak on the topic of creating super fans.

Customer Service 223

Customer Service Government Customer centricity Customer Experience 223

ShepHyken

SEPTEMBER 24, 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. Simply put, this survey tool helps measure the customer’s “satisfaction” with the company’s product or service. How do they do it?

Customer Service 193

Customer Service Morale Surveys Consulting 193

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 190

Customer Service Advertising B2C Big data 190

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. The survey question by itself is not enough. Follow on Twitter: @Hyken.

Customer Service 40

Customer Service Contact Center Consulting Consulting 40

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. Follow on Twitter: @Hyken.

Personalization 168

Personalization Advertising Surveys Customer Service 168

ShepHyken

MAY 9, 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. The title of the article asks an important question, and the answer depends on the situation. Here are my top five picks from last week.

Customer Service 180

Customer Service Personalization Engineering Surveys 180

ShepHyken

MARCH 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. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience.

Journey mapping 190

Journey mapping Customer Service Entertainment Call Center 190

ShepHyken

NOVEMBER 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. That’s what this article is all about. Surveying the New Landscape of Customer Loyalty in the Wake of the Pandemic by Fastco Works.

Customer Service 41

Customer Service B2B Customer Experience Marketing 41

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. CMSWire) Listening doesn’t just matter in your personal relationships — it’s vital to your professional ones, too. Read the article to find out!

Customer Service 33

Customer Service Surveys Feedback Technology 33

ShepHyken

SEPTEMBER 26, 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: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Customer Service 180

Customer Service Customer retention Analytics Surveys 180

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. Another survey suggests that 68% of the participants will stick to a brand only if their experience is commendable. An experience leads to the development of perception in a person.

Customer Experience 406

Customer Experience Customer advocacy Technical Support Finance 406

ShepHyken

DECEMBER 3, 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: This article shows the power of generative AI (ChatGPT-type technologies). Here are my top five picks from last week.

Customer Service 166

Customer Service Personalization Surveys Chatbots 166

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. Just a one-question survey? Here it is: “The next time you call us, would you want the same person to take care of you? The secret to the success of the survey is the simplicity and speed by which the questions can be answered.

Feedback 289

Feedback Surveys Customer Service Personalization 289

ShepHyken

OCTOBER 29, 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 focuses on giving away experiences, not products or cash rewards. Here are my top five picks from last week.

Customer Service 181

Customer Service Marketing Customer retention Customer Experience 181

ShepHyken

MARCH 21, 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. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. Edelman and Mark Abraham.

Customer Service 180

Customer Service Customer retention Self service Engineering 180