ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Shorten the Copy.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 395

Customer Experience Customer Service Gamification Chatbots 395

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?

Customer Experience 206

Customer Experience Self service Banking Wait times 206

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Happy New Year!

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

Customer Support 316

Customer Support Wait times Self service Best practices 316

ShepHyken

APRIL 30, 2021

As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer service for business continuity as well as growth. . Customer Service Trends For 2021 .

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. Customers want to be more self-sufficient and spend less time interacting with customer support if they can get answers faster on their own. How do customers want to control their self-service experience?

Personalization 241

Personalization Self service Chatbots Customer Support 241

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships. Second: CX Is More Than Just Customer Service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

Personalization 59

Personalization Customer Service Telecommunications Chatbots 59

ShepHyken

JUNE 19, 2019

Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. So, here is a list of areas with opportunities to eliminate friction and displeasure for the customer: Duration: How long do we make customers wait?

Customer Service 332

Customer Service Self service CRM Customer Support 332

ShepHyken

JANUARY 28, 2025

We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. Its something you do.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

ShepHyken

APRIL 26, 2021

Each week I read a number of customer service and customer experience articles from various resources. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Here are my top five picks from last week.

Customer Service 351

Customer Service First call resolution Contact Center Best practices 351

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 333

Customer Service Advertising B2B Chatbots 333

ShepHyken

OCTOBER 8, 2021

He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health. From afar, customer service seems like it should be simple. Just answer any questions your customers may have.

Best practices 348

Best practices Customer Service Morale Feedback 348

TechSee

MARCH 11, 2025

AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The result?

Customer Service 109

Customer Service Education Self service CRM 109

ShepHyken

MAY 21, 2021

This week we feature an article Alexa Lemzy, a Customer Support and?Content She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Alexa Lemzy is the Customer Support &?Content

Customer Service 348

Customer Service Morale Management Customer Support 348

ShepHyken

AUGUST 4, 2021

Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

Customer Support 231

Customer Support Surveys Customer Service Personalization 231

Myra Golden Media

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 303

Customer Service Upselling Personalization Customer Support 303

ShepHyken

OCTOBER 30, 2020

What is the best way to improve relationships with your customers? The answer is simple but often overlooked: Focus on delivering five-star customer service. The good news is that in 2020, there is a huge range of tools at your disposal to help you advance your business’ customer support strategy.

Technology 267

Technology Customer Service Personalization Chatbots 267

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. Here are my top five picks from last week.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. This includes contact center agents, customer support representatives, and office receptionists. via LinkedIn Learning) The exercise files from the course.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. Well, consider this a refresher.

Customer Service 272

Customer Service Customer Support Self service Customer Experience 272

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution.

Customer Support 231

Customer Support Enterprise Contact Center Technology 231

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 225

Contact Center Brand ambassadors Self service Upselling 225

TeleDirect

MARCH 20, 2025

How to Improve Call Center Customer Service How to Improve Call Center Customer Service is a critical consideration for businesses striving to enhance customer satisfaction and build brand loyalty. Prioritize VIP customers or repeat callers to reduce wait times. Use personalized greetings and responses.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

TeleDirect

DECEMBER 24, 2024

Why Outsourcing Customer Support Saves Time and Money In today’s fast-paced business environment, providing exceptional customer support is no longer optionalit’s a necessity. Customers expect quick responses, personalized interactions, and seamless experiences across multiple channels.

outsourcing 62

outsourcing Customer Support Technical Support Healthcare 62

ShepHyken

MARCH 27, 2023

Each week, I read many customer service and customer experience articles from various resources. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? Here are my top five picks from last week.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

FEBRUARY 12, 2024

What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them? How can AI be used to personalize and contextualize customer experiences in contact centers?

Brand ambassadors 388

Brand ambassadors Contact Center Healthcare Self service 388

ShepHyken

AUGUST 25, 2021

I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.

Average Handle Time 395

Average Handle Time Metrics Customer Support Customer Service 395

ShepHyken

JULY 30, 2024

We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Shep Side: Customers don’t wait.

Customer Service 225

Customer Service Sales Customer Support Customer Experience 225

ShepHyken

SEPTEMBER 8, 2021

So, why would a customer terminate his or her relationship with you? . These reasons are derived from our customer service and experience research , which revealed what was most important to the customer. And sometimes, even when they have the information, they find it difficult to find the right person to talk to.

Personalization 420

Personalization Customer Support Sales Customer Service 420

ShepHyken

SEPTEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service?

Customer Service 213

Customer Service Contact Center Customer Support Personalization 213

ShepHyken

JULY 22, 2020

I was on a customer support call with a software company and their rep said, “I’ll need to talk to my manager. This is the customer service rep I want to talk to every time I call the company. This is the person I want on my side. When it comes to customer service, I’m in alignment with the second definition.

Sales 416

Sales Customer Service Personalization Customer Support 416