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 190

Customer Service B2B Sales Self service 190

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. My Comment: What is CX?

Customer Service 208

Customer Service Customer advocacy Healthcare Consulting 208

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 180

Customer Service Feedback Personalization Customer Experience 180

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.

Customer Service 190

Customer Service Self service Customer Experience Personalization 190

ShepHyken

APRIL 13, 2025

Each week, I read many customer service and customer experience articles from various resources. Bridging Generations: How Personalization and Proactivity Shape CX by Brian Higgins (TotalRetail) Heres a strategy to please everyone from every generation. It starts with the two Ps: personalization and proactivity.

Customer Service 168

Customer Service Surveys B2B Self service 168

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. How do I love my customers? We kick off this weeks Top Five with an article about loving on your customers. In the authors words, Personalization wins loyalty. Here are my top five picks from last week.

Customer Service 208

Customer Service Journey mapping Customer Support Customer Experience 208

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

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. Thats three-quarters of your customers!

Customer Service 180

Customer Service Automotive B2B SaaS 180

ShepHyken

OCTOBER 29, 2024

So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? Proactive Customer Service – When you reach out to a customer before they call you about a problem – and sometimes before they even know there’s a problem – you’re proving you have their back.

Personalization 223

Personalization Customer Service Customer Experience Management 223

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so. My Comment: Customer support is going to get better! You may think I am crazy.

Customer Service 180

Customer Service Contact Center Customer Experience Call Center 180

ShepHyken

DECEMBER 10, 2024

So, when the angry customer comes to you, remember its not you. Dont take it personally! The customer is NOT always right. Too many good employees have been told, The customer is always right, but they arent. Some customers will lash out at you, yelling and even cursing. Youre trying to win the customer!

Customer Service 230

Customer Service Customer Experience Personalization Management 230

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? The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.

Customer Service 190

Customer Service Healthcare Customer Experience Contact Center 190

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. Connect with Shep on LinkedIn.

Customer Service 190

Customer Service Best practices Customer Experience Analytics 190

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. Theres power in personalization. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.)

Customer Service 168

Customer Service Metrics Benchmark Consulting 168

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. It makes you feel important with personal attention and custom offers.

Customer Service 180

Customer Service Feedback Surveys Customer Experience 180

ShepHyken

FEBRUARY 4, 2025

Its the person at the front desk checking with me to make sure the room is as expected. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. In the Moment Feedback This reminded me of an experience I am having more and more after checking into a hotel.

Feedback 236

Feedback Government Customer Service Customer Experience 236

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 241

Customer Service Customer Support Feedback Technology 241

ShepHyken

AUGUST 30, 2017

There is a lot of power in a handwritten, personal note. This isn’t just about a thank you note to a customer, although those are important as well. It was a personal handwritten note , again expressing his appreciation for a job well done and the obvious work that he put into personalizing it for his company.

Personalization 297

Personalization Customer Service 297

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

ShepHyken

MARCH 19, 2025

For personal relationships, its almost an obligation to give a gift. While its not directed toward professional or corporate relationships, some companies have found a way to have fun and send a card or gift to customers and employees. Unlike personal relationships, the choice to do so is optional. Valentines Day is interesting.

Customer Service 208

Customer Service Personalization Marketing Customer Experience 208

ShepHyken

JANUARY 7, 2025

Customer Service Week 2024 : This special week is celebrated the first full week of October. While we want to recognize our customers, the true meaning of this is to celebrate the employees who take care of our customers. It may be someone elses fault, but to the customer, you are the company.

Customer Service 208

Customer Service Customer Experience Personalization 208

ShepHyken

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. I refer to this vision as a mantra , which is a sentence or less describing what you want your customers to experience. Over the years, I’ve shared many more ideas about Customer Service Week.

Customer Service 241

Customer Service Customer Experience Personalization Management 241

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

Customer Service 307

Customer Service Customer centricity Customer Care Finance 307

Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person.

Customer Service 189

Customer Service Personalization Customer Experience 189

ShepHyken

JULY 8, 2024

She said a few other words that insulted her coworkers, but I stopped her and said as nicely as I could, “I’m sorry you’re frustrated with the team in the kitchen, but you really shouldn’t complain about them to us.” Customer service is a team sport. There are others who support you and those whom you support.

Accountability 376

Accountability Customer Support Customer Service Personalization 376

ShepHyken

SEPTEMBER 17, 2024

Making Assumptions About Customers Can Be Costly. Norman’s perspective highlights a common mistake in customer service: assumptions can be costly. The person who may not look the part could turn out to be your best customer. So, I assume they are the most important and influential people on the planet.”

Customer Service 376

Customer Service Sales Customer Experience Personalization 376

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 236

Customer Service Sales Customer Support Customer Experience 236

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 236

Customer Service Accountability Personalization Customer Support 236

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 16, 2024

Not everyone was smiling, and not everyone took pride in their jobs. Excellence is a habit, and practicing excellence creates personal fulfillment. What is the likelihood a customer would return if their customer service or CX rating of you was just … good enough ? Don’t be just good enough. Don’t be ordinary.

Customer Service 398

Customer Service Personalization Customer Experience 398

ShepHyken

JANUARY 22, 2020

I’ve learned a lot over the years by attending his workshops and coaching sessions. Words and phrases I would use to describe this type of person include self-starters, willing to take charge, doers, motivated, up for a challenge, willing to step outside their comfort zone and more. You get the idea. That’s a rhetorical question.)

Coaching 377

Coaching Personalization Sales Customer Service 377

ShepHyken

AUGUST 22, 2023

One of the most powerful customer service and CX tactics is personalization. We interviewed more than 1,000 consumers for our CX research , and 71% said a personalized experience is important to them. When personalization is used correctly, customers feel as if you recognize them.

Personalization 156

Personalization Upselling Sales Customer Service 156

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Some are just having a bad day. Follow on Twitter: @Hyken.

Customer Service 395

Customer Service Management Personalization 395

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. Part of this finding is dependent on the customer’s age.

Customer Service 223

Customer Service Self service Marketing Personalization 223

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Personalization 334

Personalization Management Customer Service Customer Experience 334

ShepHyken

OCTOBER 24, 2023

First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 376

Customer Service Personalization Customer Experience 376

ShepHyken

MAY 24, 2023

That patient may be the nicest person in the world, but because of the pain, may become a difficult customer. Other customers are very nice people just having a bad day. If you can turn the mood of a person having a bad day into something better, you can declare victory. You may never be able to make them happy.

Customer Service 349

Customer Service Personalization Customer Experience 349