ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 223

Customer Service Airlines Self service CRM 223

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. 7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.

Customer Service 262

Customer Service Customer retention Marketing Customer Experience 262

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 259

Customer Service Customer retention Personalization Surveys 259

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. Thank you CXO Magazine for this honor!

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. by Michael Stelzer.

Customer Service 249

Customer Service Chatbots Customer retention Marketing 249

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 180

Customer Service Surveys Feedback Chatbots 180

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 239

Customer Service Customer centricity B2B Contact Center 239

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. How to Overcome the 5 Most Common Customer Service Issues by HR News. (HR

Customer Service 40

Customer Service Customer retention Marketing Customer Experience 40

ShepHyken

JUNE 17, 2020

You renew your subscription to a magazine, a maintenance contract or a software program. What if renewal simply meant that the customer comes back—again and again? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I have an idea about renewals.

Customer Service 402

Customer Service Sales Customer Experience Management 402

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 236

Customer Service Customer Experience Surveys Management 236

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. It’s what can keep you in business!

Customer Service 234

Customer Service B2B B2C Consulting 234

Peter Lavers

JUNE 6, 2021

We are delighted to announce that our founding director Peter Lavers has again been recognised as one of the World’s top 50 customer experience influencers, this time by The Awards Magazine. ” You can read the full list of Award Magazine’s top 50 influencers by clicking here. I’m honoured!”

Customer Experience 130

Customer Experience Management Customer centricity CRM 130

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99

Customer Service 216

Customer Service Banking Enterprise Customer Experience 216

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Magazine) Employee turnover is always a stressful situation. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities.

Customer Service 236

Customer Service Chatbots B2C B2B 236

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. My Comment: What customer service lessons can you learn from a garden retailer? Here are my top five picks from last week.

Customer Service 38

Customer Service Chief Customer Officer Automotive Wait times 38

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. 9 Customer Service Phrases That Should Be Retired Immediately by Geoffrey James. market, customer service has been on a decline.

Customer Service 44

Customer Service B2B Benchmark Personalization 44

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. The study, which examined 3.7

Customer Service 216

Customer Service Call Center Customer Experience Customer Support 216

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. It happens between the moment the customer thinks of you and the time they actually buy. Everything that happens leading up to the sale is part of the customer experience. And, that includes customer service. Most people think service happens after the sale.

B2C 340

B2C Entertainment B2B Sales 340

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

Customer Service 172

Customer Service Customer advocacy Average Handle Time Customer centricity 172

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Customer Service 200

Customer Service Customer retention Metrics Advertising 200

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.)

Customer Service 208

Customer Service B2B Marketing Metrics 208

ShepHyken

AUGUST 19, 2020

I read an article penned by Dale Salwak in Linking Ring Magazine, the publication put out by the International Brotherhood of Magicians. In my world of customer service, it’s about how you act toward and treat others. It’s about the empathy and compassion you have around your customers’ needs. They are professional.

Entertainment 340

Entertainment Customer Service 340

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Here are my top five picks from last week.

Customer Service 200

Customer Service Metrics Call Center Customer Experience 200

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

ShepHyken

JULY 25, 2023

Empathy in Customer Service I’m sorry for the somewhat morbid title, but I wanted to catch your attention. Afterward, the family tried several times to cancel a newspaper subscription, but the publisher’s customer service agent kept saying, “No.” In this case, the customer is a pet.

Customer Service 59

Customer Service Accountability Management Customer Experience 59

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 180

Customer Service Customer retention Self service Engineering 180

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. If you say the word “subscription,” most people think of magazines and newspapers.

Customer Service 180

Customer Service Government Customer Experience Sales 180

ShepHyken

JANUARY 24, 2022

Each week I read many customer service and customer experience articles from various resources. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Michelle MacCarthy of Unit4 shares practical steps to fulfil the customer-centric promise. Follow on Twitter: @Hyken.

Customer Service 180

Customer Service Customer centricity Personalization Customer Experience 180

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. 9 Ways to Build Customer Loyalty by Ken Peterson. Balto went to 30 thought leaders in the customer service and CX space and asked their opinion. Eight Tips For Providing Excellent Customer Service by Saul Maslavi.

Customer Service 40

Customer Service Contact Center Consulting Consulting 40

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

Customer Service 190

Customer Service Brand ambassadors Contact Center Customer Support 190

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. This article makes the case that winning your customers back is also less expensive. Embrace Customer Complaints To Up Your Customer Experience to Excellent by Ken Sterling. Follow on Twitter: @Hyken.

Customer Service 200

Customer Service Coaching Marketing Call Center 200

Steve DiGioia

JANUARY 6, 2020

Imagine if you could build the ideal customer service agent. What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Go ahead and pick your top 5 traits that you’d choose to build the ideal customer service agent. What would you do? You’re all set.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

ShepHyken

NOVEMBER 7, 2022

Each week, I read many customer service and customer experience articles from various resources. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.

Customer Service 41

Customer Service B2B Customer Experience Marketing 41

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 36

Customer Service Customer retention Wait times Self service 36

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Custom Studio (Inc. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156