ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Improve Customer Support on a Budget by Tycoonstory (Tycoonstory) Whether youre a startup starting to gain traction, or an established business, you need to run a lean operation.

Customer Service 193

Customer Service outsourcing Customer Support Chatbots 193

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

Customer Service 185

Customer Service Customer retention Personalization Sales 185

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 176

Customer Service Feedback Personalization Customer Experience 176

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.

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. This is just common sense.

Customer Service 410

Customer Service Customer Experience Management 410

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 185

Customer Service Healthcare Customer Experience Contact Center 185

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

Customer Service 176

Customer Service Entertainment Consulting Consulting 176

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 176

Customer Service Surveys Feedback Chatbots 176

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 185

Customer Service B2B Sales Self service 185

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 185

Customer Service Self service Customer Experience Personalization 185

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. Here are my top five picks from last week.

Customer Service 185

Customer Service CRM Customer Experience 185

ShepHyken

FEBRUARY 16, 2025

Each week, I read many customer service and customer experience articles from various resources. Make the most of each one by developing a customer engagement strategy for every step of their journey. My Comment: I remember when people started using the term customer experience to describe customer service.

Customer Service 201

Customer Service Journey mapping Customer Support Customer Experience 201

ShepHyken

APRIL 13, 2025

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 166

Customer Service Surveys B2B Self service 166

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 176

Customer Service Feedback Surveys Customer Experience 176

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 193

Customer Service Customer centricity Entertainment Airlines 193

ShepHyken

DECEMBER 1, 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 business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Journey mapping 193

Journey mapping Customer Service Customer Experience Marketing 193

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. Thats three-quarters of your customers! 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.

Customer Service 176

Customer Service Automotive B2B SaaS 176

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. This article covers profiling your customers, and the idea is that once you understand the customer, what to do with that information. My Comment: Customer support is going to get better!

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. Fresh Ideas to Spark Customer Engagement by Dan Pratt (Call Centre Helper) Customer engagement is critical to maintaining a loyal customer base, but achieving this consistently is a challenge!

Customer Service 185

Customer Service Best practices Customer Experience Analytics 185

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. So, sit down with your team and brainstorm the answer to the question, “Why would a customer leave us?” And once you know, do something about it! Connect with Shep on LinkedIn.

Customer Service 254

Customer Service Customer Experience Customer retention 254

ShepHyken

DECEMBER 10, 2024

Some customers will lash out at you, yelling and even cursing. Our customer service research (sponsored by RingCentral ) found that 34% of customers admit to yelling at customer service reps, and 21% of customers admit to cursing. How you deal with the angry customer at this point is crucial.

Customer Service 223

Customer Service Customer Experience Personalization Management 223

ShepHyken

DECEMBER 24, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Experience 229

Customer Experience Customer Service Sales 229

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. My Comment: Of course there are more than three things that will set your customer service apart from others, but these three are a good start for just about any company. Here are my top five picks from last week.

Customer Service 166

Customer Service Metrics Benchmark Consulting 166

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 362

Customer Service Coaching Customer Experience Management 362

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 396

Metrics Customer Service Consulting Consulting 396

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 216

Personalization Customer Service Customer Experience Management 216

ShepHyken

NOVEMBER 26, 2024

Then, change it sooner rather than later. Here are a few of my favorite slogans: Zappos: “Delivering Happiness” – Zappos is an online shoe company known for its award-winning, legendary customer service. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Enterprise 209

Enterprise Engineering Customer Service Customer Experience 209

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 408

Customer Service Accountability Customer Experience 408

ShepHyken

DECEMBER 31, 2024

How long does it take from the beginning of the time a customer decides to reach out for help until they are totally happy that they did? Deferring to my annual customer service and CX research, year after year the public chooses Amazon! Create your customer service and experience mantra. Its not a belief.

Customer Experience 234

Customer Experience Coaching Metrics Customer Support 234

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 375

Customer Service Chatbots Education Feedback 375

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 374

Customer Service Customer centricity Surveys Customer Support 374

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 216

Surveys Feedback Customer Service Customer Experience 216

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 234

Customer Service Customer Support Feedback Technology 234

ShepHyken

FEBRUARY 4, 2025

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Feedback 229

Feedback Government Customer Service Customer Experience 229

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Instead, I want to emphasize the last part of my response to the question: sometimes, customer service agents – and other employees – have different answers to the same questions. What do you think if I yell at them?

Customer Service 356

Customer Service Customer Support Customer Experience 356

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. Second: CX Is More Than Just Customer Service. This takes the traditional customer service or support department (and agent) to another level. Its much more powerful and important than just service.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

MARCH 25, 2025

That answer is what will get your customers to say, Ill be back! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 201

Customer Service Marketing Customer Experience 201