ShepHyken

FEBRUARY 12, 2025

The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch. This creates efficiency without sacrificing the personal touch customers value. The book isnt about which specific AI tools to use. Many of those will be obsolete in a very short time.

Customer Service 213

Customer Service Chatbots Feedback Personalization 213

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

FEBRUARY 4, 2025

Its the person at the front desk checking with me to make sure the room is as expected. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. About five or ten minutes after Im in my room, the phone rings. Connect with Shep on LinkedIn.

Feedback 225

Feedback Government Customer Service Customer Experience 225

ShepHyken

JANUARY 28, 2025

However, todays customers want a personalized experience. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. We love repeat customers, but dont get caught believing your repeat customers are truly loyal. That means an individualized experience.

Customer Service 231

Customer Service Customer Support Feedback Technology 231

ShepHyken

MARCH 3, 2025

And the businesses that prioritize CXdelivering seamless interactions, personalized service, and reliable experiencesare the ones that lead the way. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. My Comment: What is CX? Connect with Shep on LinkedIn.

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

ShepHyken

MARCH 19, 2025

For personal relationships, its almost an obligation to give a gift. Unlike personal relationships, the choice to do so is optional. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Valentines Day is interesting.

Customer Service 191

Customer Service Personalization Marketing Customer Experience 191

Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. My client explained that “We need to work together, make decisions together, and communicate according to the styles of each person. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me.

Customer Service 189

Customer Service Personalization Customer Experience 189

ShepHyken

DECEMBER 9, 2024

With customers expecting consistent personalization across channels, proactive engagement and the flexibility to control their own narrative, brands must respond by leveraging AI-driven insights and omnichannel capabilities that offer deeper connections. Here are ten with an emphasis on AI, customer control, and hyper-personalization. (My

Customer Service 183

Customer Service B2B Sales Self service 183

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. As technology is changing faster than ever, the trends are changing as well. Engage, Delete, Ignore or Snub?

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

JANUARY 14, 2025

Create a customer advisory board Ask a few of your customers if they would participate in a meeting (in-person or virtual) to share feedback, ideas, suggestions, and more. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 174

Customer Service Feedback Personalization Customer Experience 174

ShepHyken

FEBRUARY 16, 2025

The author has taken the romantic holiday for personal relationships and shared how it can work in the business world for customers. While the article gets into some technical (and technology) aspects of the program, one part of the article stands out, and thats the focus on personalization. How do I love my customers?

Customer Service 198

Customer Service Journey mapping Customer Support Customer Experience 198

ShepHyken

JANUARY 5, 2025

The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation.

Customer Service 174

Customer Service Automotive B2B SaaS 174

ShepHyken

DECEMBER 29, 2024

The list is really a reminder of the type of person we want to engage with our customers. Some of these are what I refer to as non-negotiable behaviors for all employees who must talk to another person, be it a customer or a fellow employee. For years, Ive said that CX is part of marketingand vice versa. Okay, thats two words.

Customer Service 183

Customer Service Self service Customer Experience Personalization 183

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

FEBRUARY 23, 2025

Todays consumers expect brands to create personalized, meaningful experiences that acknowledge their unique preferences and values. The two areas he covers are personalization and loyalty. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

B2C 198

B2C Customer Service B2B Marketing 198

ShepHyken

NOVEMBER 11, 2024

Transforming Service into Experience: The Power of Personal Connection by Joseph Michelli (CustomerThink) Customer service is often defined by transactions that fulfill a stated need. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 174

Customer Service Surveys Feedback Chatbots 174

Beyond Philosophy

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Customer Service 183

Customer Service Healthcare Customer Experience Contact Center 183

ShepHyken

JANUARY 26, 2025

Verizon Customer Chief Talks Retail Customer Experience: It’s All About Personalization by Judy Mottl (Retail Customer Experience) Brian Higgins, chief customer experience officer at Verizon, offers insight on Verizons CX strategy and what makes for a rewarding, compelling customer experience. Theres power in personalization.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

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. His “personalization” strategy failed.

Personalization 156

Personalization Upselling Sales Customer Service 156

ShepHyken

JANUARY 7, 2025

If you are more of a visual person, check out my videos on ShepTV. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. There you have it the top five of my articles and podcasts from 2024. Each week, I release a video based on one of my blogs.

Customer Service 198

Customer Service Customer Experience Personalization 198

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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 389

Customer Service Personalization Customer Experience 389

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. You may think I am crazy. Connect with Shep on LinkedIn.

Customer Service 174

Customer Service Contact Center Customer Experience Call Center 174

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. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. So often that I recorded an answer in a short video.

Personalization 334

Personalization Management Customer Service Customer Experience 334

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 369

Coaching Personalization Sales Customer Service 369

ShepHyken

FEBRUARY 9, 2025

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. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

Myra Golden Media

SEPTEMBER 17, 2020

For more than 20 years, through my workshops, I’ve worked with customer service professionals like you who struggle with saying things to customers that they don’t want to hear. In my LinkedIn Learning course, How to Deliver Bad News, I share four keys for delivering bad news, whether over the phone, chat or in person.

Call Center 348

Call Center Personalization Customer Service Customer Experience 348

ShepHyken

JULY 8, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. There are others who support you and those whom you support. Sometimes, things go wrong, and they need to be fixed. Connect with Shep on LinkedIn.

Accountability 365

Accountability Customer Support Customer Service Personalization 365

ShepHyken

SEPTEMBER 17, 2024

The person who may not look the part could turn out to be your best customer. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. The power of word of mouth: The woman in Norman’s story didn’t just buy a chess set.

Customer Service 366

Customer Service Sales Customer Experience Personalization 366

ShepHyken

JUNE 9, 2021

In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. You want your customer to feel like they have the support of the person who’s going to help them solve their problem. Some customers are angry because they have a complaint. Some are just having a bad day.

Customer Service 386

Customer Service Management Personalization 386

Toister Performance Solutions

NOVEMBER 14, 2024

Workshop planning tool ( free download ). Use the Workshop Planner to create an action plan. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. What is one way that you build personal connections over the phone? Access to Phone-Based Customer Service for all participants.

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

JULY 15, 2022

Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later. You give them your personal cell so they can text you anytime with any issues, big or small. . No problem.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

DECEMBER 16, 2024

In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships. In short, to quote the article, To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

MAY 24, 2023

That patient may be the nicest person in the world, but because of the pain, may become a difficult customer. If you can turn the mood of a person having a bad day into something better, you can declare victory. To Choniuk’s point, “Patients are not purposely GIVING us a hard time. You may never be able to make them happy.

Customer Service 339

Customer Service Personalization Customer Experience 339

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. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. He said, “I just do what it takes.” That’s a great attitude to have.

Customer Service 366

Customer Service Personalization Customer Experience 366

ShepHyken

JULY 4, 2023

But rather than just reciting the information in front of them, they put their personality into the responses. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. They answer additional and clarifying questions.

Customer Service 331

Customer Service Customer Support Technology Personalization 331

ShepHyken

AUGUST 16, 2023

I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. I waited for the person to welcome me and ask what I wanted. After several minutes, I realized something else was going on. Eventually, he pulled around to get his food. It was now my turn.

Customer Service 296

Customer Service Personalization Customer Experience Management 296