Steve DiGioia

JULY 23, 2020

The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh? TipsOnThursday.

Customer Care 195

Customer Care Personalization Customer Service 195

ShepHyken

AUGUST 7, 2019

The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

Customer Service 331

Customer Service Customer Care Customer Experience 331

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

Customer Service 320

Customer Service Customer Care Contact Center Customer Support 320

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. You’ll smile. And, they won’t spam you.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Customer Service Telephone Skills to Master. Customer Service Telephone Skills to Master.

Customer Service 366

Customer Service Scripts voip contact center solutions 366

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share.

Customer Service 301

Customer Service Customer Care Marketing Customer Experience 301

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine.

Government 301

Government Customer Service Customer Care Personalization 301

ShepHyken

JANUARY 2, 2019

When your system works, and you have competent people who make good customer-focused decisions, everybody is happy. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service 331

Customer Service Engineering Customer Care Customer Support 331

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

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

Bill Quiseng

MAY 29, 2024

Concurrently, business leaders and CX influencers dub customer service representatives as the frontline. They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline.

Customer Care 158

Customer Care Contact Center Metrics Customer Service 158

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

Customer Service 309

Customer Service Technology Customer Care Customer Experience 309

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. Seriously, it is a good look into what customers expect and want from the companies they do business with.

Customer Service 274

Customer Service Self service CRM Multichannel 274

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: One of the great concepts in customer service is the practice of adaptability. Here are my top five picks from last week. by Athina Mallis.

Customer Service 256

Customer Service Customer Care Contact Center Customer Experience 256

Contact Center Pipeline

JULY 22, 2021

Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent.

Customer Care 189

Customer Care Coaching Contact Center Call Center 189

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Customer Service 297

Customer Service Surveys Marketing Sales 297

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night.

Customer Service 312

Customer Service Customer Experience Customer Care 312

24-7 InTouch

DECEMBER 16, 2024

Utilizing AI in customer service effectively is key to meeting todays growing customer expectations. Though AI-driven scaling can enhance efficiency, nurturing the brand-customer relationship requires a balanced, hybrid approach that integrates both AI and human touchpoints.

Customer Care 52

Customer Care Personalization Wait times Chatbots 52

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week.

Airlines 312

Airlines Customer Service Customer retention Education 312

TMP Direct

JANUARY 20, 2025

In a world where technology is revolutionizing customer interactions, the challenge for brands lies in ensuring that personal touch remains at the core of their customer service. ’ Brands that seamlessly blend these elements not only stand out – they create loyal customers who feel heard and valued.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 257

Customer Service Chatbots Engineering Analytics 257

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc. This is a form of proactive customer service.

Customer Service 259

Customer Service Customer Care Customer Experience 259

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Customer Service 300

Customer Service Healthcare Management Customer Care 300

ShepHyken

OCTOBER 4, 2016

Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio! Caring about my customer is more important than just servicing them.” (on

Customer Care 318

Customer Care Customer Service 318

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

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused.

Customer Service 50

Customer Service Best practices Finance Customer centricity 50

ShepHyken

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

Customer Service 296

Customer Service Sales Marketing Technology 296

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Airlines 251

Airlines Customer Service Chatbots Customer Care 251

ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. They discuss social customer service (social care) and how automated intelligence can help create better support in all channels.

Customer Care 307

Customer Care Service level Accountability Customer Support 307

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Marketing 222

Marketing Customer Service Airlines Self service 222

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. I’ll do what I have to do to take care of them.

Customer Service 218

Customer Service Finance Banking Engineering 218

ShepHyken

OCTOBER 25, 2017

Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Customer Service 380

Customer Service Customer Care Customer Experience 380

TCN

DECEMBER 4, 2024

While customer service is an integral part of any contact center, for those in the financial sector who handle sensitive financial information, it directly impacts customer trust, loyalty and your overall business outcomes. In short, the customer experiences you provide can make or break your operations.

Best practices 52

Best practices Customer Care Contact Center Customer Experience 52

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! by Deeksha Dadu.

Customer Service 228

Customer Service Customer centricity Self service Customer Care 228

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep.

Customer Service 467

Customer Service Feedback Wait times Customer Support 467

ShepHyken

JUNE 20, 2018

Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. The concept of convenience is the new wave of customer service.

Customer Service 252

Customer Service Benchmark Chatbots CRM 252