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 170

Customer Service Metrics Benchmark Consulting 170

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 403

Metrics Customer Service Consulting Consulting 403

ShepHyken

NOVEMBER 18, 2024

.” “Organizations struggle when they make a promise to customers, but they don’t provide the resources and support that their employees need to deliver it.” ” About: Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting.

Consulting 360

Consulting Consulting Marketing Customer Experience 360

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 390

Customer Service Chatbots B2C Consulting 390

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 360

Customer Service Customer retention B2C B2B 360

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 385

Customer Service Chatbots Education Feedback 385

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 308

Customer Service Consulting Consulting Surveys 308

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

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 276

Customer Service Customer retention Contact Center Upselling 276

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 406

Engineering Consulting Consulting Marketing 406

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

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

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

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

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 394

Advertising Consulting Consulting Customer Experience 394

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

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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 234

Customer Service Journey mapping Customer Care Consulting 234

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

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 380

Construction Consulting Consulting Customer Service 380

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 236

Construction Customer Service Feedback Customer retention 236

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 254

Customer Service Best practices Education Consulting 254

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 227

Customer Service Consulting Consulting Enterprise 227

ShepHyken

MARCH 31, 2025

” About: Jason Ten-Pow is a research, consult ing , and customer experience expert. He is the CEO of bespokeCX , president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. All you have to do is go to their website and see how difficult it is to find a phone number.”

Consulting 182

Consulting Consulting Customer Experience Personalization 182

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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 220

Customer Service Chatbots Metrics Consulting 220

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 238

Customer Service B2B Consulting Consulting 238

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 377

Consulting Consulting Customer Service Customer Experience 377

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

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 374

Interactive Voice Response Customer centricity Consulting Consulting 374

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

CCNG

APRIL 3, 2025

Staying competitive means focusing on: Seamless AI and human integration Workforce optimization and strategic outsourcing Data-driven insights for proactive engagement Christa Heibel is an industry insider, thought leader, change maker, and the Founder and CEO at CH Consulting Group.

Contact Center 195

Contact Center Customer Experience outsourcing Analytics 195

CSM Magazine

APRIL 10, 2025

Two industry leaders, 3CLogic and Glidefast Consulting , have joined forces to deliver a powerful, integrated solution that bridges the gap between digital workflows and human interactions on ServiceNow. Improve customer satisfaction through faster, more intuitive interactions.

contact center solutions 59

contact center solutions Consulting Consulting Contact Center 59