ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. In this article, we learn from Verizon ‘s CXO about how AI can help gather information about a customer to create an experience where the customer feels recognized and known. Connect with Shep on LinkedIn.

Customer Service 168

Customer Service Surveys B2B Self service 168

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 180

Customer Service Feedback Surveys Customer Experience 180

ShepHyken

DECEMBER 3, 2024

It’s now been a month, and it may be time to stop hoping for a response. In my customer service and CX research (sponsored by RingCentral ), there is an entire section devoted to surveys, and two findings apply to this experience: 72% of customers say they never hear back from the company or brand after completing a survey.

Surveys 223

Surveys Feedback Customer Service Customer Experience 223

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? Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

ShepHyken

MARCH 4, 2025

Direct feedback is a gift. I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. Take time each quarter maybe even each month to examine this type of feedback.

Feedback 216

Feedback B2B Customer Service Customer Support 216

ShepHyken

JANUARY 28, 2025

It met with plenty of positive feedback, so Im going to share those five myths with you, plus five more. We Want Satisfied Customers: Our annual customer service research found that one in four (23%) dont return to a business that just satisfies them. I like to say, Customer service training isnt something you did.

Customer Service 241

Customer Service Customer Support Feedback Technology 241

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 382

Customer Service Chatbots Education Feedback 382

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Are customers noticing the changes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

ShepHyken

APRIL 23, 2024

That creates confidence and increases overall customer satisfaction. Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.” The computer can deliver feedback on many issues, from the electronics to how soon the brakes need to be replaced.

Customer Experience 356

Customer Experience Advertising Feedback Engineering 356

ShepHyken

MARCH 12, 2024

Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience.

Personalization 399

Personalization Advertising Feedback Customer Service 399

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason. CX can be a differentiator.

Customer Service 216

Customer Service Best practices Marketing Customer Experience 216

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 216

Customer Service Customer retention Morale Customer Experience 216

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world. Here are my top five picks from last week.

Customer Service 223

Customer Service Government Banking Customer centricity 223

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. And, 3) Do you ask and take action on feedback?

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. I love that!

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

ShepHyken

SEPTEMBER 24, 2024

Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. Connect with Shep on LinkedIn.

Feedback 223

Feedback Customer Service Customer Experience 223

Myra Golden Media

JULY 2, 2019

Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting angry customers to back down!

Coaching 264

Coaching Feedback Customer Support Management 264

ShepHyken

FEBRUARY 27, 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.

Surveys 246

Surveys Feedback Customer Service Customer Experience 246

Myra Golden Media

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, Continue for Feedback About Managers.

Feedback 227

Feedback Customer Experience Management Customer Service 227

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. I’ll share that company’s name at the end of this article. And did you guess what company this article is about?

Customer centricity 241

Customer centricity Chatbots Self service Feedback 241

Toister Performance Solutions

MARCH 29, 2025

Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning. The exercise files from the course.

Management 82

Management Education Coaching Best practices 82

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Surveys should be part of your customer experience strategy.

Customer Service 186

Customer Service Self service Surveys Contact Center 186

CSM Magazine

NOVEMBER 25, 2024

Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Let’s examine some proven strategies for streamlining customer service workflows.

Customer Service 52

Customer Service Feedback Best practices Metrics 52

Toister Performance Solutions

FEBRUARY 21, 2025

Access to Serving Internal Customers for all participants. Workshop planning tool Contact LinkedIn Learning for pricing and subscription options if you don't already have access. Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner.

Coaching 83

Coaching Best practices Feedback Customer Service 83

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

CSM Magazine

OCTOBER 30, 2024

In today’s competitive market, providing exceptional customer service over the phone is more important than ever. Telesales representatives are often the first point of contact between a company and its customers, making it crucial to leave a positive impression.

Customer Service 52

Customer Service Construction CRM outsourcing 52

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Customer Service 160

Customer Service B2C Feedback Marketing 160

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. Here are my top five picks from last week. That’s the first of the five ways shared in this article.

Morale 166

Morale Customer Service Chatbots Feedback 166

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values.

Customer Service 52

Customer Service Morale Education Enterprise 52

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 177

Customer Service Construction Contact Center Scripts 177

CSM Magazine

MARCH 14, 2025

Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Provide constructive feedback on their approach.

Coaching 52

Coaching Customer Service Construction Feedback 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 172

Customer Service Gamification Customer retention Customer Experience 172

CSM Magazine

APRIL 25, 2025

High-quality customer service is required for any business to succeed. It helps in retaining existing customers while attracting new ones through positive word-of-mouth. However, many businesses struggle to maintain exceptional customer service standards without feeling overwhelmed by their clienteles demands.

Multi-channel support 52

Multi-channel support Customer Service Metrics Feedback 52

CSM Magazine

FEBRUARY 19, 2025

In the general scope of academic writing, it might at first appear that the precepts and practices of customer service have little or no application. Clarity: The Need for Presenting Difficult Concepts in a Simple and Available Format Clarity is the single most vital element in both customer service and academic writing.

Customer Service 52

Customer Service Construction Feedback Education 52

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience. and amazing customer service. Here are my top five picks from last week.

Customer centricity 166

Customer centricity Customer Service Customer Experience Feedback 166

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. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. To that end, Young Entrepreneur Council members share a few key actions you can take to address negative feedback and create a positive outcome for the customer—and ultimately, your business.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156