Myra Golden Media

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Customer Experience 317

Customer Experience 317

ShepHyken

DECEMBER 10, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 219

Customer Service Customer Experience Personalization Management 219

ShepHyken

MARCH 11, 2025

While many companies are still improving and trying to keep up with the technology, customers who take advantage of the new ways to get questions answered and complaints resolved are very happy with the companies that have kept up with the latest ways to manage the customer experience. Connect with Shep on LinkedIn.

Customer Service 213

Customer Service Chatbots Self service Technology 213

ShepHyken

OCTOBER 15, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 219

Customer Service Customer Experience Management 219

CCNG

OCTOBER 30, 2024

The world of customer experience conferences has changed dramatically over the past few years. They crave workshops, discussions, and experiences that not only teach but allow for interaction, brainstorming, and real problem-solving. The CX community is craving something different, something real.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ShepHyken

OCTOBER 29, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Personalization 213

Personalization Customer Service Customer Experience Management 213

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

Customer Experience 359

Customer Experience Consulting Consulting Education 359

ShepHyken

FEBRUARY 12, 2025

AI is reshaping customer service and customer experience faster than we could ever imagine. Smart companies have found the balance between the human touch and the digital experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 213

Customer Service Chatbots Feedback Personalization 213

ShepHyken

OCTOBER 22, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 219

Customer Service Sales Customer Experience 219

ShepHyken

DECEMBER 3, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Surveys 213

Surveys Feedback Customer Service Customer Experience 213

ShepHyken

JANUARY 28, 2025

I like to say, Customer service training isnt something you did. Ongoing training and/or reminders are the key to a successful customer-focused culture. Customer Service Is What Happens When Customer Experience Fails : Customer service is not a department. However, customer support is a department.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

ShepHyken

FEBRUARY 4, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Feedback 225

Feedback Government Customer Service Customer Experience 225

ShepHyken

APRIL 1, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Support 191

Customer Support Contact Center Surveys Customer Service 191

ShepHyken

NOVEMBER 6, 2024

If you’ve been following my work, you know I’m a big fan of a convenient customer experience. A convenient experience is about eliminating friction, and wasted time is friction. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Support 198

Customer Support Customer Service Customer Experience 198

ShepHyken

NOVEMBER 26, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Enterprise 206

Enterprise Engineering Customer Service Customer Experience 206

ShepHyken

MARCH 25, 2025

It read: More like Dollar Convenience Club Theres nothing special about razor blades, but what makes Dollar Shave Club special is its customer experience model, which is built around convenience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 198

Customer Service Marketing Customer Experience 198

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

FEBRUARY 18, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 250

Customer Service Customer Experience 250

ShepHyken

MARCH 4, 2025

Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In a perfect world, you would have no complaints. Connect with Shep on LinkedIn.

Feedback 206

Feedback B2B Customer Service Customer Support 206

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? My Comment: This weeks Top Five roundup begins with an article about AI responding to customer reviews. For the customer, they dont have to keep remembering to buy.

Customer Service 183

Customer Service Healthcare Customer Experience Contact Center 183

ShepHyken

MARCH 3, 2025

Each week, I read many customer service and customer experience articles from various resources. What Causes Customer Rage Today? My Comment: Customers appreciate and like doing business with companies and brands that give back. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

ShepHyken

DECEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Journey mapping 191

Journey mapping Customer Service Customer Experience Marketing 191

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos. Connect with Shep on LinkedIn.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 174

Customer Service Entertainment Consulting Consulting 174

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. What Customers Really Want From a Loyalty Program by Eileen Stephens (CMSWire) Customer loyalty programs have become a multi-million-dollar industry and a critical driver of revenue for brands.

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service. What Is Social Listening?

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.” Here are my top five picks from last week.

Customer Service 183

Customer Service CRM Customer Experience 183

ShepHyken

AUGUST 5, 2020

As she moved into this role, she realized the opportunities that would come from providing a better customer experience. While this question was general, it focused on what was getting in the way of success for both the employees and their customers. This is similar to an exercise that we do in our customer service workshops.

Customer Service 408

Customer Service Customer Experience Management 408

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Here are my top five picks from last week.

Customer Service 174

Customer Service Automotive B2B SaaS 174

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? If you want customers to return, give them a good experience they can rely on and trust.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

FEBRUARY 23, 2025

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Service: 5 Proven Strategies to Drive Success by Foundever (Foundever) What sets leading B2B (business-to-business) brands apart? Here are my top five picks from last week. Connect with Shep on LinkedIn.

B2C 198

B2C Customer Service B2B Marketing 198

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 246

Sales Customer Experience Customer Service Customer Support 246