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

TechSee

FEBRUARY 10, 2025

This is where AI-driven customer service experiences truly stand out. They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale. Enter AI agents. Visual troubleshooting?

Customer Service 124

Customer Service Average Handle Time Telecommunications Chatbots 124

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

Metrics 393

Metrics Customer Service Consulting Consulting 393

Myra Golden Media

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! Head over to [link] to sign up.

Customer Service 317

Customer Service Customer Experience 317

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. They should learn firsthand what it’s like to be a customer. It’s just our perception.

Customer Service 371

Customer Service Customer centricity Surveys Customer Support 371

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. This training plan uses a unique approach to training videos.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

NOVEMBER 12, 2024

It’s unrealistic to think you could retain 100% of your customers forever. That leaves 49% of customers who could potentially be swayed by price. If the competition offers a product or service you don’t, you risk losing your customer. Like most articles and videos I create with lists, these aren’t the only ideas to consider.

Customer Service 252

Customer Service Customer Experience Customer retention 252

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. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Need to drive home a key concept or skill?

Customer Service 52

Customer Service Scripts Morale Feedback 52

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. People love watching videos.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

Toister Performance Solutions

OCTOBER 10, 2024

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. I've now been a customer service trainer for more than 30 years. Today, I talk to a lot of people who want to become customer service trainers. The same is true for customer service.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

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. Just as we want our customers to come back, we want our employees to stay.  . Keep those phones open for your customers!

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me?

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

DECEMBER 24, 2024

Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. EVERY interaction your customers experience.

Customer Experience 225

Customer Experience Customer Service Sales 225

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. These can be edited together to create a short video.

Customer Service 231

Customer Service Customer Experience Personalization Management 231

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

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 346

Customer Service Customer retention B2C B2B 346

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 371

Customer Service Chatbots Education Feedback 371

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

DECEMBER 11, 2019

Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Too often companies focus all their efforts on acquiring new customers instead of keeping existing customers. Don’t forget about your “sold” customers—stay in touch on a (somewhat) regular basis. Stay in touch.

Customer Service 296

Customer Service Sales Marketing Technology 296

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 213

Personalization Customer Service Customer Experience Management 213

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., A video can create an emotional connection.

Customer Service 286

Customer Service Entertainment Banking Marketing 286

ShepHyken

NOVEMBER 13, 2019

It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.

Customer Service 299

Customer Service Consulting Consulting Surveys 299

ShepHyken

MAY 21, 2021

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. Voice and Video Calls . This is especially true for customer service teams. Happy Teams Are More Productive .

Customer Service 348

Customer Service Morale Management Customer Support 348

ShepHyken

MARCH 25, 2025

Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. That answer is what will get your customers to say, Ill be back! I just received an email from the Dollar Shave Club.

Customer Service 198

Customer Service Marketing Customer Experience 198

CCNG

JANUARY 29, 2025

Agent Multi-Channel Support: Agents communicate differently across various channels, whether its phone, email, text, social media, chat, or video. Agents get the information they need for each channel, in a way thats easy for the customer to understand, all from one central source.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

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 198

Customer Service Customer Experience Personalization 198

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. The video takes this imbalance out of the equation.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Customer service training doesn’t have to be so formal. Once every year or so, they have some type of refresher.

Customer Service 267

Customer Service B2C B2B Management 267

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. So, how do you calculate your customer retention rate? It includes a short video.

Customer Service 260

Customer Service Customer retention Customer Experience Technology 260

Myra Golden Media

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 290

Customer Service Customer Experience 290

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. Posting valuable and informative videos is powerful. Deliver value.

Advertising 416

Advertising Engineering Consulting Consulting 416

ShepHyken

JANUARY 3, 2024

I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like? Here are my top predictions for 2024.

Customer Service 250

Customer Service Customer retention Customer Experience 250