ShepHyken

JUNE 17, 2024

The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time!

Customer Service 220

Customer Service Consulting Consulting Enterprise 220

ShepHyken

DECEMBER 16, 2024

Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. What does that mean? Building Relationships That Last a Lifetime by Inc. Custom Studio (Inc.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

FEBRUARY 10, 2021

I was reading an article by Jeff in a magic magazine. Many of my friends are professional entertainers. A friend I’ve known for years is Jeff McBride, an amazing magician who performs throughout the world and resides in Las Vegas. He was writing about the business of a magic show, but his concept applies to business in general.

B2C 337

B2C Entertainment B2B Sales 337

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 187

Customer Service Customer centricity Personalization Customer Experience 187

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 220

Customer Service Self service Marketing Personalization 220

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 69

Customer Service Best practices Metrics Customer effort 69

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 220

Customer Service Airlines Self service CRM 220

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 238

Customer Service Customer Support Customer Experience Personalization 238

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 61

Customer Service Customer retention Customer Experience Marketing 61

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 248

Airlines Customer Service Customer Experience Management 248

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 212

Customer retention Analytics Customer Experience Customer Service 212

ShepHyken

JULY 15, 2024

Magazine) Customer obsession is heralded as a virtue in business. You’ll see many of the same companies at the top of both lists. This article takes this topic and gives us a few new ideas to think about. Why Customer Obsession Is the New Customer Service by Stephanie Mehta (Inc.

Customer Service 212

Customer Service Surveys Accountability Customer Experience 212

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 212

Customer Service Banking Enterprise Customer Experience 212

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 196

Customer Service Customer retention Metrics Advertising 196

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 205

Customer Service B2B Marketing Metrics 205

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

AWS Machine Learning

FEBRUARY 19, 2025

Vehicles used for pickup or delivery of goods at any time including pizzas, magazines, and newspapers. Motor vehicles not eligible to be licensed for highway use. Taxicabs, limousines, emergency vehicles, escort vehicles, and buses. Vehicles used for public livery, conveyance, and company fleets.

APIs 74

APIs Banking Engineering Transportation 74

CSM Magazine

MARCH 24, 2025

Attracting customers is relatively easy. Advertising that announces that you have quality products and good prices will do thatonce. The problem is this: How do you keep those customers from leaving you?

Advertising 89

Advertising Customer Service Marketing Technology 89

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

APRIL 8, 2025

When it comes to crafting modern, dynamic web applications, few tools have gained as much popularity and trust as React.js. is a hit with developers; its component-based structure is both fast and adaptable. This has led to widespread adoption. Ruby on Rails is king for backend development, but React.js is still a powerful force on the front-end.

APIs 52

APIs Management Marketing Technology 52

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

APRIL 9, 2025

Tipping practices in the U.S. have always been complicated, but a recent Reddit post brought a new level of controversy to the table. A customer expressed frustration after a restaurant asked for a “second tip” when he picked up his online order. The incident sparked a heated online debate about tipping. Is the current system fair?

Morale 52

Morale Feedback Education Best practices 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 26, 2025

Innovation in the Java ecosystem relies on modern syntax, advanced frameworks, and strong security habits. Professionals who refine these abilities continuously can build stable, high-performance applications.

Finance 52

Finance Benchmark Enterprise Surveys 52

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Scripts 52

Scripts Customer emotions Customer Support Surveys 52

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies.

Customer Service 52

Customer Service Self service Chatbots Morale 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.

Customer Service 52

Customer Service Chatbots Self service Enterprise 52

CSM Magazine

NOVEMBER 7, 2024

Customer service teams handle thousands of conversations that demand expertise beyond standard support skills. One of the unfortunate limitations of having specialized teams is that they may flounder outside their area of expertise.

Customer Service 52

Customer Service Finance Sales Marketing 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.

Customer Service 52

Customer Service CRM Feedback Wait times 52

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services.

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

CSM Magazine

OCTOBER 15, 2024

In any business, the phrase “the customer comes first” isn’t just a buzzword—it’s a guiding principle that can determine success or failure. Whether you’re running a small startup or managing a global corporation, prioritizing your customers’ needs should be at the core of your operations.

Customer centricity 52

Customer centricity Feedback Marketing Management 52

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. Understanding What Great Customer Service Means Before exploring actionable strategies, its essential to understand what great customer service looks like.

Customer Service 52

Customer Service Customer centricity Chatbots Self service 52