ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 393

Metrics Customer Service Consulting Consulting 393

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Thank you CH Consulting Group!).

Customer Service 377

Customer Service Chatbots B2C Consulting 377

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 346

Customer Service Customer retention B2C B2B 346

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Only by delivering amazing customer service. Decide What “Amazing Customer Service” Means. It includes: Standards.

Customer Service 371

Customer Service Chatbots Education Feedback 371

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. G2 Crowd)Facebook may be for social connections between families and friends, but its Messenger platform is home to over 300,000 customer service, marketing, and sales chatbots – and this number isn’t slowing down anytime soon.

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 299

Customer Service Consulting Consulting Surveys 299

CCNG

MARCH 21, 2025

And not just because a handful of customers are absolute nightmares or because customer service pay is consistently lower than pretty much every other department. Customer service is the five-year-oldthe existing customers, the ones already paying. But dont worry, customer service agents!

Call Center 195

Call Center CCNG Contact Center Consulting 195

ShepHyken

DECEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

Customer Service 291

Customer Service Self service Consulting Consulting 291

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR How to Build Customer Loyalty with a Thank You Page by Thomas Griffin. Consider the opening stats.

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

CCNG

NOVEMBER 20, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness.

CCNG 195

CCNG Consulting Consulting Customer Service 195

ShepHyken

SEPTEMBER 14, 2021

Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. is a customer service and experience expert,? The Ultimate Marketing Engine.

Engineering 397

Engineering Consulting Consulting Marketing 397

CCNG

DECEMBER 18, 2024

Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Start a service revolution where you work.

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

OCTOBER 16, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness.

CCNG 195

CCNG Construction Consulting Consulting 195

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, if your employee experience isn’t great, your customer experience probably won’t be either.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways:

Advertising 382

Advertising Consulting Consulting Customer Experience 382

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. No consultants. Accurately.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. The key is to hang onto the right customers. Want to Deliver Better Customer Service? My Comment: What is context?

Construction 232

Construction Customer Service Feedback Customer retention 232

ShepHyken

JUNE 1, 2021

The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience.

Construction 366

Construction Consulting Consulting Customer Service 366

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response. .” So, let’s learn!

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? Forbes) Pretend your organization has an okay, not great, customer experience. Here are my top five picks from last week. by Jon Picoult.

Customer Service 241

Customer Service Best practices Education Consulting 241

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. Service operations: the critical piece to amazing customer service by Paul Selby.

Customer Service 234

Customer Service B2B Consulting Consulting 234

Beyond Philosophy

FEBRUARY 29, 2020

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. This episode of The Intuitive Customer explores this idea in more detail.

Consulting 382

Consulting Consulting Customer Experience Customer Service 382

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

ShepHyken

SEPTEMBER 10, 2024

And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. It won’t hurt. Connect with Shep on LinkedIn.

Consulting 363

Consulting Consulting Customer Service Customer Experience 363

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 206

Customer Service Chatbots Metrics Consulting 206

Beyond Philosophy

OCTOBER 8, 2020

The VP of customer service was late and came into the workshop after about an hour looking fraught. He said one of the marketing teams had decided to reduce their costs by bundling a mailer that was going out to all their customers, which numbered around 500,000. He had been reviewing a customer complaint.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

Interactive Voice Response 360

Interactive Voice Response Customer centricity Consulting Consulting 360

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

OCTOBER 20, 2020

Building a Customer Engagement Strategy That Lasts. They discuss strategies for improving customer service, interaction, engagement and experience. Top Takeaways: Become a partner to your customer. Work to solve your customers’ business needs without trying to make a sale. It’s part of the company’s culture.

Customer centricity 73

Customer centricity Engineering Consulting Consulting 73

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. If I want an elevated experience with better customer service than Wal-Mart (because let’s be real…), then Publix. Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 427

Marketing Consulting Consulting Construction 427

ShepHyken

JULY 1, 2020

If they leave and take 3 out of 4 customers with them, that could be painful to a company. I have consulted hundreds of tech companies and I can’t even tell you how many of them say, ‘we are trying to automate the relationship with our customer.’ If it’s good for the customer, then it’s worth considering.

Self service 413

Self service Consulting Consulting Surveys 413