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. The idea behind the article is to “delight” the customer, rather than to just serve them. You’ll smile.

Customer Service 69

Customer Service Best practices Metrics Customer effort 69

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. So take a few lessons from the restaurant industry and create a better customer experience. Follow on Twitter: @Hyken.

Customer Service 61

Customer Service Customer retention Customer Experience Marketing 61

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. Here’s the first line of the article: “Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!” Here are my top five picks from last week.

Customer Service 216

Customer Service Consulting Consulting Enterprise 216

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. Here are my top five picks from last week.

Customer Service 216

Customer Service Self service Marketing Personalization 216

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 216

Customer Service Airlines Self service CRM 216

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 185

Customer Service Customer centricity Personalization Customer Experience 185

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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 399

Customer Service Sales Customer Experience Management 399

ShepHyken

JULY 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Why Customer Obsession Is the New Customer Service by Stephanie Mehta (Inc.

Customer Service 209

Customer Service Surveys Accountability Customer Experience 209

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 209

Customer Service Banking Enterprise Customer Experience 209

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 333

B2C Entertainment B2B Sales 333

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 334

Entertainment Customer Service 334

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 193

Customer Service Customer retention Metrics Advertising 193

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 201

Customer Service B2B Marketing Metrics 201

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 184

Customer Service Morale Customer retention Marketing 184

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Customer Service 52

Customer Service Management Education Contact Center 52

ShepHyken

JUNE 4, 2024

Magazine interview. 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.

Customer Service 234

Customer Service Customer Support Customer Experience Personalization 234

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 245

Airlines Customer Service Customer Experience Management 245

CSM Magazine

OCTOBER 14, 2024

This digital shift epitomizes a revolutionary leap in psychiatric customer service. Time Efficiency Everyone can relate to the dragging hours in a waiting room, flipping through vintage magazines, and watching the clock tick away time. That’s what leading healthcare platforms like Drchrono offer.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support. Why Do You Need a Customer Service Roadmap? 6 Key Steps to Building a Customer Service Roadmap 1. Start by defining your customer service philosophy.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

FEBRUARY 20, 2024

Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience. Businesses must design customer experiences that not only retain existing clients but also attract new customers.

Customer retention 209

Customer retention Analytics Customer Experience Customer Service 209

CSM Magazine

MARCH 28, 2025

If your ultimate goal is to enhance the customer experience while fostering business growth, here are 25 practical tips to help you deliver consistently excellent customer service. Its not just about smiling at your customers or apologizing when something goes wrong.

Customer Service 52

Customer Service Customer centricity Chatbots Self service 52

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Customer Service 52

Customer Service Self service Chatbots Morale 52

CSM Magazine

NOVEMBER 7, 2024

Customer service teams handle thousands of conversations that demand expertise beyond standard support skills. The Benefits of Cross-Department Training for Customer Service Cross-department corporate training breaks down communication barriers that typically slow customer resolution times.

Customer Service 52

Customer Service Finance Sales Marketing 52

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Scripts Feedback Wait times 52

CSM Magazine

MARCH 28, 2025

Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. The demanding, fast-paced nature of customer service management can amplify these feelings. Why Do Customer Service Managers Experience Imposter Syndrome?

Customer Service 52

Customer Service Management Morale Feedback 52

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Personalization 52

Personalization Customer Service Morale Surveys 52

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Its integration with chatbots ensures customers receive instant support.

Customer Service 52

Customer Service Chatbots Self service Enterprise 52

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.

Customer Service 52

Customer Service Scripts Morale Feedback 52

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

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service. Key Strategies for Winning Customer Service 1.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service CRM Feedback Wait times 52

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. Why Invest in Customer Service?

Customer Service 52

Customer Service Government Customer retention Banking 52

CSM Magazine

JANUARY 8, 2025

If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact.

Customer Service 52

Customer Service First call resolution Call Center Chatbots 52

CSM Magazine

MARCH 28, 2025

Whether you’re working with a small team or managing a global operation, having the right customer service software can make or break your ability to meet customer expectations. These tools: Centralize all customer queries for easy management. Provide real-time communication via live chat, phone, or email.

Customer Service 52

Customer Service B2B Chatbots B2C 52