ShepHyken

SEPTEMBER 1, 2024

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. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

ShepHyken

JULY 25, 2023

Companies that charge their customers monthly or annually using a subscription model – this could include newspapers, magazines, software, utilities, and almost any type of product – should have processes in place to deal with a customer passing away or any other tragic or unusual scenario.

Customer Service 59

Customer Service Accountability Management Customer Experience 59

ShepHyken

SEPTEMBER 6, 2021

Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. The Company’s Response Was Brilliant by Jason Aten.

Customer Service 68

Customer Service Best practices Metrics Customer effort 68

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., The short version of this idea is to pay more attention to details others tend to overlook or disregard.

Customer Service 213

Customer Service Self service Marketing Personalization 213

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

AUGUST 8, 2022

CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefront. I have added my comment about each article and would like to hear what you think too.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

ShepHyken

JUNE 4, 2024

Magazine interview. We just took four words and made it three! We just reduced the “paperwork” by 25%! This reminds me of something one of my favorite philosophers, comedian Jerry Seinfeld, shared in an Inc. He talked about how he obsesses over every word when writing a joke.

Customer Service 231

Customer Service Customer Support Customer Experience Personalization 231

ShepHyken

FEBRUARY 6, 2024

I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. Her story is an interesting one.

Airlines 241

Airlines Customer Service Customer Experience Management 241

ShepHyken

FEBRUARY 20, 2024

Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine.

Customer retention 206

Customer retention Analytics Customer Experience Customer Service 206

ShepHyken

SEPTEMBER 22, 2024

Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 It has a brain. It’s polite…” You get the idea. He’s bullish on AI. Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr. rotisserie chicken and came home with a $1,000 television instead?

Customer Service 206

Customer Service Banking Enterprise Customer Experience 206

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. I have added my comments about each article and would like to hear what you think too.

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

ShepHyken

MAY 26, 2024

How to Make Customer Service Your Company’s Superpower by Jaquie Scammell (The CEO Magazine) Customer service no longer sparks the same enthusiasm it once used to. The author is not in favor of this concept and suggests price transparency as a way to explain higher prices.

Customer Service 198

Customer Service B2B Marketing Metrics 198

ShepHyken

MARCH 24, 2025

Magazine) Giving back has become a central priority for business leaders across industries. From the perspective of a healthcare executive, youll learn that this can apply to almost any business. 3 Ways Giving Back Can Make Your Business Even Greater by John Hall (Inc.

Customer Service 156

Customer Service Healthcare Customer Experience Contact Center 156

CSM Magazine

NOVEMBER 11, 2024

Industry Publications: Stay informed by reading industry-leading magazines and blogs, such as Customer Service Manager, Customer Think, and CX Today.

Customer Service 52

Customer Service Management Education Contact Center 52

CSM Magazine

OCTOBER 14, 2024

Time Efficiency Everyone can relate to the dragging hours in a waiting room, flipping through vintage magazines, and watching the clock tick away time. Telemedicine cuts through this inefficiency, letting you slot appointments into your day as seamlessly as pairing your morning cup of coffee with your go-to podcast.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

Beyond Philosophy

AUGUST 31, 2023

The dentist’s office has magazines. The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? In short, you should distract them. For example, an airline’s waiting lounge plays the news.

Wait times 221

Wait times Airlines Call Center Benchmark 221

The Petrova Experience

MARCH 4, 2025

In fact, a study of over 300 senior banking executives, conducted by 10X Banking and reported on by Fintech Magazine , reveals 12% of banking leaders say they have lost 30%-40% of their existing customers for failing to adopt a customer-centric approach at the front end of operations. Once again, customer experience missteps cause churn.

Banking 40

Banking Customer centricity B2C Personalization 40

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. cities compared to the same period in 2023, CNN reports. This theft also costs businesses an average of almost $70 billion per year. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses.

Surveys 98

Surveys Technology Personalization 98

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.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way.

Customer Support 59

Customer Support SaaS Engineering Chatbots 59

CSM Magazine

MARCH 6, 2025

Lots of online businesses use Shopifyand for good reason! It’s a really popular platform. It’s easy to use, reliable, and can grow with you. But having a Shopify store is only part of the equation. Customer experience (CX) is everything.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

CSM Magazine

MARCH 3, 2025

If you’re looking to ace your words per minute (WPM) typing test, understanding keyboard shortcuts can give you the edge you need. Whether you’re preparing for an online typing test or aiming to become a more efficient typist overall, shortcuts are a game-changer.

52

52

CSM Magazine

MARCH 3, 2025

Companies providing top-notch customer service are finding that self-service portals make all the difference. These portals, as part of modern help desk software, enable customers to independently resolve common issues, access important information, or reach support at their own pace.

Self service 52

Self service Best practices Wait times Feedback 52

CSM Magazine

MARCH 3, 2025

Whether you are managing multiple accounts, scraping data for market research, or simply trying to maintain your privacy online, choosing the right proxy service is crucial. With countless options available today, finding a reliable proxy service can feel overwhelming. One key area that will help you make this decision? Customer support.

Customer Support 52

Customer Support Advertising Scripts Accountability 52

CSM Magazine

FEBRUARY 28, 2025

Financial fraud is on the rise, impacting organizations across the globe and costing billions of dollars each year. From cybercriminals breaching payment systems to internal bad actors manipulating data for personal gain, the array of threats facing financial institutions has become both widespread and increasingly sophisticated.

Government 52

Government Finance Best practices Banking 52

CSM Magazine

FEBRUARY 24, 2025

With the current digital environment, safeguarding customer information is paramount for service teams. Companies process enormous volumes of sensitive data daily, ranging from personal information to payment details. One breach can lead to substantial monetary losses, legal action, and eroded trust.

Engineering 52

Engineering industry standards Advertising Education 52

CSM Magazine

MARCH 6, 2025

TADS Educate stands out as a service that not only provides innovative solutions for schools and parents but also ensures that their support is top-notch. If you’re wondering about the quality of their customer support and how to reach out to them for assistance, you’ve come to the right place.

Education 52

Education Customer Support Customer Experience Management 52

CSM Magazine

MARCH 3, 2025

A business needs proper strategic planning to expand effectively while protecting its resources and reducing potential threats. One of the most impactful strategies is partnering with a software outsourcing company.

outsourcing 52

outsourcing Marketing Analytics Management 52

CSM Magazine

MARCH 3, 2025

A cloud contact center is the basis of modern-day customer service operations. It enables efficient handling of customer communication. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways.

Cloud contact 52

Cloud contact Contact Center Multi-channel support Wait times 52

CSM Magazine

MARCH 3, 2025

Whether you’re a small business or a growing enterprise, responding to customer inquiries quickly and efficiently plays a vital role in customer satisfaction and retention. But if your team is drowning in physical mail, or struggling to keep track of multiple communication channels, you might be falling short.

Enterprise 52

Enterprise Customer Service Customer Support Customer Experience 52

CSM Magazine

MARCH 3, 2025

If you’re new to email marketing or have recently set up a fresh domain, understanding the importance of an email warm up process is crucial. This foundational step ensures your emails land in the inbox rather than being flagged as spam.

Metrics 52

Metrics Feedback Marketing Best practices 52

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

CSM Magazine

MARCH 19, 2025

Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible.

Morale 52

Morale Employee engagement Healthcare Accountability 52

CSM Magazine

OCTOBER 29, 2024

In the world of online casinos, it’s no longer just about offering the biggest bonuses or the most enticing games. Today, exceptional customer service has become a crucial factor in attracting and retaining players.

Customer Service 52

Customer Service Feedback Surveys Accountability 52

CSM Magazine

NOVEMBER 7, 2024

In today’s modern world, where innovations in technology take place, effective customer support is crucial for all businesses, especially for the iGaming sector. The role of the 24/7 support is not only to provide assistance to customers but also to strengthen loyalty to the particular brand.

Customer retention 52

Customer retention Customer Support Technology Management 52

CSM Magazine

MARCH 6, 2025

Microsoft, as one of the largest and most well-known tech companies in the world, provides a variety of customer support options, with Microsoft Support Chat being one of the most popular and accessible. Here, well explore how effective Microsoft Support Chat is and outline the steps you can take to contact them. How Good Is Microsoft Support Chat?

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52